Market Insight: Field Service Management Software For Utilities

Executive Summary

Utilities are entering a period where the effectiveness of field service operations will play an increasingly important role in maintaining service reliability, delivering infrastructure investments and meeting regulatory requirements. Aging networks, the rising penetration of distributed energy resources (DERs), tighter audit requirements and the shrinking of an experienced workforce are increasing the volume and complexity of field work faster than legacy scheduling tools can keep up. As a result, field service management (FSM) software procurement is shifting from basic dispatch optimization towards platforms that can reflect network context, capture audit-ready evidence, enforce safety workflows and support more advanced diagnostic and decision-support use cases. The strongest business cases begin with the specific issue faced by each utility type. Data, workflows and governance foundations must then be put in place, so that AI and automation can work consistently beyond pilots. Standardization is central: utilities need FSM software to define repeatable field execution across regions, asset classes and work types, while still allowing local variation where operational conditions require it.