AI, data centers to boost demand for field services: ISG study
The ISG Market Lens 2026 Field Services Report, covers the delivery of onsite and physical technology support across enterprise locations. Between now and the end of 2028, 56 percent of companies responding to a global survey expect AI infrastructure or AI-enabled devices to be significant drivers of additional field services demand.
However, AI is also likely to help organizations deliver field services more efficiently: Companies expect one-quarter of field service incidents to be resolved with no human intervention by year-end 2028, up from 14 percent today. ISG AI maturity data indicates that AI is a key enabler of that trend.
“AI is changing the game for field services,” said Michael Dornan, ISG principal analyst and co-author of the report. “Enterprises are expanding AI data centers and injecting AI into operations so quickly that the need for field support is escalating. Competing in this new age will require more field service...
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