Microsoft Named a Leader in Field Service

Another Magic Quadrant, another “Leader” title for Microsoft. Technology in the Field Service Management arena shows no signs of slowing down, and Gartner does a great job assessing the “future needs of end users” in the market, as well as how well vendors are equipped to handle those needs. For those interested in reading the full report explaining Gartner’s criteria for placement, check it out here.

For Microsoft’s position as a leader in the 2021 Magic Quadrant for Field Service Management, let’s take a look at Gartner’s reasoning:

The “Good”

As a leader, the short write-up for Microsoft is positive overall:

  • Strong sales strategy and product functionality
  • Broad functionality, IoT and AR capabilities
  • Power-platform potential
  • Investment in scheduling, connected equipment and self-service

Gartner identifies particular strengths in the Gold Partner/ISV network, multiple cloud deployment options, growth in user base, and ability to cover all of the wide ranging needs of the market (as identified by Gartner) in some fashion.

The “Bad”

For a report to be truly unbiased, there must be some weaknesses identified, even if they are outweighed by the strengths. As for what Gartner identified as cautions for Microsoft, we partially agree. “Cautions” identified were the lacking of deeper functionality in certain areas, the relatively new Power Platform mobile app, difficulty finding peers and partners with expertise, and pricing beyond its functional depth.

Our Take

As we mentioned, we partially agree with Gartner’s assessment. While product maturity is not yet where some competitors are, it has come a long way in a short time. Similarly, while we cannot speak for other Partners’ expertise with the product, we have made a conscious effort from the early days of Dynamics 365 Field Service to learn and understand its place in the fold of Microsoft Business Applications. Speaking for Ellipse Solutions, we are consistently deepening our ability to provide support and services that cover our current and future customers’ needs. If you would like to hear more about Field Service through Ellipse, we have a conference coming up next month that will have a great session on the subject:

D365 Tech Connect

  State of Dynamics 365: Customer Service – January 2021