Advanced technologies are transforming companies — and the field services organizations that serve them. From the next-generation microchips that drive AI and high-performance computing to the IT and infrastructure equipment supporting them, the speed of innovation is stunning.
Not only do field service professionals have to support cutting-edge hardware, but they often must do so in environments where legacy systems still predominate. They may also find themselves tasked with using advanced technologies themselves, as virtual and augmented reality (VR/AR) tools and AI-driven analytics proliferate within the discipline itself. The breadth and depth of expertise required of those installing, integrating and maintaining IT equipment has never been greater.
However, providing such services in-house can be an expensive proposition for original equipment manufacturers (OEMs) whose main focus is on research, engineering and product development. While field services are vital to customer satisfaction, they are rarely a core capability. Investing in the people, tools and infrastructure required to stand these services up can divert focus and resources away from the innovation that keeps OEMs competitive.
With headwinds such as the technical talent shortage, geopolitical instability, a fluctuating tariff landscape and supply chain disruption added to the mix, outsourcing field services to a partner whose dynamic capabilities, deep expertise and wide geographic reach complement your own can be the most strategic and cost-effective way forward.
Here's a look at seven common field services and how an outsourcing partner can support them.
7 Field Services You Can Outsource to a Partner
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Implementation
Implementation serves as the staging prelude to technology installation and integration. From basic rack-and-stack services to intricate rollouts, well-managed implementations set the stage for all that comes afterward.
Far-flung or multi-site technology deployments can be a logistical challenge, amplifying every friction point. Geographic complexity, inconsistent site conditions and supply chain risk can thwart the best-laid plans, impacting quality, cost and deployment timelines. Even single-site implementations are subject to the vagaries of readiness, regulations, labor, vendor issues and other factors. Strong program management is essential in ensuring implementations proceed on time and on budget. Supply chain and inventory management expertise should be part of the package, too.
An experienced field services partner is instrumental in making sure technology implementations progress seamlessly, even — or perhaps especially — in the face of obstacles that threaten to delay or derail projects altogether. Technicians with expertise across technology brands, product categories and deployment settings can ensure that sites are thoroughly assessed for compatibility beforehand. Strategically located warehouses and forward-stocking programs keep products in proximity to customer sites for faster deployment with less risk of supply chain disruption. A well-apportioned, global field services team can scale without constraints on skill or bandwidth.
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Installation
Deploying technology into a customer’s IT environment is not without risk. New systems may not play well with others in multi-vendor scenarios, introducing compatibility issues that increase the probability of hardware failure or reduced performance. Configuration errors can cause security vulnerabilities, performance degradation and unplanned downtime. Next-gen technologies may not have been fully tested under real workloads or in conjunction with other hardware. And those are just the technical perils. When you factor in operational, compliance and fiscal snafus (not to mention simple human error), the need for installation expertise is clear.
A global field services partner acts as a safety net to an OEM’s high wire act, providing services that range from pre-installation compatibility testing and proof-of-concept trials to project management and onsite technology training. The goal is to deploy new technology quickly, correctly and with minimal disruption. Ensuring technical accuracy, following data security and compliance protocols, verifying system functionality and confirming that users know how to make the most of the technology go a long way toward building trust and long-term customer relationships.
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Migration
Moving from one technology environment to another while preserving functionality, minimizing disruption and ensuring data integrity and security requires a tightly choreographed migration of hardware, software, infrastructure and IT platforms. It takes an incredible amount of planning, design and preparation before the first move is made, and an equally diligent approach to relocation, installation, validation and testing in the new environment. Preserving the flow of business is essential.
When outsourcing migration to a field services partner, there are three primary factors to assess:
- Technical capabilities
- Project management expertise
- A proven track record that emphasizes minimal risk and maximum business value
Specificity matters, too. Technical and migration experience should center on the platforms, applications, infrastructures, data compliance protocols and movement patterns (e.g., cloud to cloud, on-premises to cloud or the reverse, legacy system upgrades, etc.) that are pertinent to the task at hand. Geographic reach and scalability are also important depending on the scope of the project. With 75% of cloud migration projects alone running over budget, due diligence is key.
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Hardware Maintenance
As IT environments become more complex, hardware maintenance moves from “how does this work?” to “how does this work in relation to everything interconnected with it?” That complexity raises the stakes for field services teams, as the impact of hardware failure or even scheduled maintenance can cascade well beyond the device itself, affecting uptime, productivity, compliance, brand reputation and customer relationships. According to the Uptime Institute, outages caused by IT and network-related issues are rising, and one in five business leaders reported that their most recent outage cost more than $1 million.
Field service engineers and technicians who are trained and certified across brands and portfolios are in demand as highly integrated, multi-vendor environments become commonplace. That level of expertise ensures that an OEM’s products perform in line with promised specifications throughout the product lifecycle, and that they interact with other hardware as intended.
A global outsourcing partner with a strong bench of talent and spare parts management expertise can also address hardware issues quickly via 24x7 onsite response. Additionally, state-of-the-art facilities in strategic locations near end customers help accelerate the repair cycle when offsite work is required.
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After-Warranty and Extended Warranty Support
Technologically sophisticated equipment running on advanced computing systems is engineered to perform for years, often outlasting the components that comprise it. Hardware that runs day-to-day business applications can continue to perform well long after new iterations hit the market.
While OEMs welcome interest in their latest innovations, they must balance preferred refresh cycles with the practicalities driving their customers’ technology investment decisions. With typical server and storage hardware warranties covering parts and labor for two to five years, that leaves many devices in operation long after coverage expires, even when extended warranties are offered.
While new technologies and software releases may entice companies to upgrade before the warranty expires for competitive, performance or security reasons, regular maintenance can significantly extend a device’s useful life. Field service providers with maintenance programs centered on OEM-certified parts that can accommodate unique service level agreements (SLAs) are invaluable, providing high-quality programs that meet customer expectations for longer-term IT equipment performance. They’re also instrumental in helping OEMs grow incremental revenue through warranty renewals, upsell/cross-sell opportunities and value capture at end of life.
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Remote Services
Feet-on-the-ground maintenance, break-fix and repair services have long been considered the gold standard, but as technology has advanced so, too, has the ability to service it remotely. Improvements in security, network speed, device sensors, remote management tools and predictive analytics capabilities have given field service teams what they need to assess and resolve a broader array of issues from afar — as well as monitor and maintain devices and systems.
Remote services are in demand because they are often more cost-efficient and scalable, with near-instantaneous response times. The market is forecast to exceed $5 billion globally by 2032. Field service providers can offer an array of remote services on behalf of OEMs, ranging from technical support, virtual training and remote monitoring to complex configuration, orchestration and implementation. While not all field services can be delivered remotely, having the option to do so when appropriate can be a game-changer — and money-saver — for OEMs.
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IT Project Work
Field services aren’t an always-on necessity for every aspect of the business. IT projects ramp up and down, giving field organizations with the ability to scale a distinct advantage while providing customers with all the support they need (and none they don’t). IT project work can be specific to a singular phase within a larger engagement — deployment, installation, configuration, migration, etc. — or it can be more holistic, with services delivered from inception to completion.
Dynamic field services organizations offering flexible cost models are often ideal for supporting increasingly complex technologies as the work ebbs and flows. One with a robust global partner network can ensure that local resources are available on demand with the in-region knowledge and specialized capabilities required to deliver expert field services intermittently.
Redefine Your Global Field Services Strategy With an Outsourcing Partner
A proven partner with deep technology knowledge, global capabilities and expansive, on-demand resources for both onsite and remote support gives you peace of mind when outsourcing the field services essential to business continuity and competitiveness.
With multi-vendor expertise across IT environments and all phases of the field services cycle, Shyft Global Services enables you to offload a critical aspect of your business while enhancing quality, brand reputation and customer satisfaction — and freeing you to focus on innovation. See how Cohesity did just that by outsourcing installation, implementation and additional services to Shyft in this case study.
About the Author
Jared Eckelkamp serves as Vice President and General Manager of Global Field Services. With nearly two decades of experience in the technology sector, Jared leads the global field services (GFS) organization and is focused on driving continued improvements and enhanced profitability for Shyft’s GFS business and customers. Jared has been with the company since 2018, previously serving in finance leadership positions. His expertise has been instrumental in strategic acquisitions and shaping Shyft's continued growth and evolution.
