All Articles


The 2021 CSO Report: Service Resilience in a Time of Crisis

The 2021 CSO Report: Service Resilience in a Time of Crisis

I’m pleased to represent ServiceMax’s Global Customer Transformation team in announcing the publication and release of our 3rd annual Chief Service Officer (CSO) Report. This report encapsulates the key themes and observations captured from last year’s series of...

Total Cost Optimization – Part 1: Stockout Costs

Total Cost Optimization – Part 1: Stockout Costs

Editor’s note: A version of this article appeared on the Baxter Planning Blog and is adapted here with permission. The costs of not having the right part at the right place at the right time. This is part one of a three-part discussion on Total Cost Optimization,...

Resiliency in Service: The Stories of Maximize 2021

Resiliency in Service: The Stories of Maximize 2021

Maximize 2021 is now behind us, but the main theme of resiliency is still echoing in our minds. The past year was one full of resiliency in the face of adversity that many of us have never faced before in business or in personal life. It was almost a year to the day...

FSM Maturity & The Value of Integrations

FSM Maturity & The Value of Integrations

Integrations into your field service management platform are what allow you to provide customer service agents, technicians and engineers, back-office support staff, procurement and supply chain personnel, and the finance team with the information they need to...

Rethinking Customer Engagement in a Mobile-First Era

Rethinking Customer Engagement in a Mobile-First Era

When we surveyed our customer base of service organizations during our Maximize conference in October 2019, one of the most-requested product developments was a mobile application for end customers—the owners and operators of the equipment serviced by ServiceMax...

Energy Industry: 3 Steps to Avert the Next Crisis

Energy Industry: 3 Steps to Avert the Next Crisis

For weeks I have been reading up on the lessons companies have learned from the Covid crisis. My intention was to write a blog about how companies are starting to implement these lessons to drive resiliency and agility in their operations as they start to think beyond...

Maximize 2021 Is Here!

Maximize 2021 Is Here!

After such a tough year, I couldn’t be more excited to bring the ServiceMax community from all over the globe together for Maximize 2021. Over the past year, service teams have been on the front lines, helping to improve the world during these trying times. It’s been...

The Year Ahead for Energy: 3 Paths to Success Post-Covid-19

The Year Ahead for Energy: 3 Paths to Success Post-Covid-19

In 2020, the Covid-19 crisis upended the energy industry like nothing before it. The shutdown of the global economy and the resulting unpredictability of demand in everything from jet fuels to the electricity needed to run factories and workplaces led to unprecedented...

Comic Brake: Medical Devices

Comic Brake: Medical Devices

Editor’s Note: Today’s cartoon is part of our “Comic Brake” series. Field service management is serious business, but everybody deserves a good laugh after a long week in the field. Check back for cartoonist Terry LaBan’s next installment on FSD.