No more break/fix: IT field services are getting smarter

When a manufacturing production line is about to stall not because of a mechanical fault, but because the network that supports its operations has gone down, every passing minute counts to avert downtime.

For many years, this scenario would trigger emergency calls, uncertainty and costly delays, complicated by a multivendor technology landscape. But in today’s reimagined IT field service model, AI systems will already have diagnosed the issue, dispatched a technician and prepared for a resolution report before management even takes notice of the issue.

This is the new reality of IT field services: Intelligent, autonomous and transforming how forward-thinking organizations operate.

Beyond break/fix: The new service paradigm

In a fundamental reimagining of service delivery, unlike merely a technological upgrade, IT field services have evolved from reactive, technician-led support to proactive, software-defined operations that address the complex demands of digital organizations.

These services now focus not only on fixing what’s broken but also on preventing failures, optimizing performance and enabling digital resilience at scale. There are five key forces accelerating this shift:

1. The rising cost of downtime

The financial impact of downtime is staggering. According to a Splunk report on the direct and hidden costs of unplanned downtime among Global 2000 companies, downtime results in an average of $49 million in lost annual revenue and it typically takes 75 days for organizations to recover those losses.

To mitigate this, modern field services must transition beyond reactive repairs, shifting to a focus on predictive interventions that protect revenue and maintain operational continuity.

2. Consolidation of service partnerships

As new technologies proliferate, the market is trending toward consolidating field-service partnerships. Rather than managing multiple vendors across fragmented domains, organizations are looking for fewer but more capable partners who can deliver end-to-end solutions that include proactive support, seamless integration and strategic insights. 

3. Sustainability imperatives

Field services stand at the forefront of sustainable IT practices. Extended asset lifecycles, responsible disposal and fewer on-site interventions align technology support with corporate sustainability goals.

4. Digital experience expectations

Users demand the same seamless, real-time support from IT field services as they receive from consumer applications. This requires field operations powered by connected platforms, AI and intuitive interfaces.

5. Workforce transformation

Field technicians are becoming technology consultants. Organizations must invest in upskilling talent and embedding knowledge systems to manage rising technological complexity. Moreover, the gig economy is reshaping workforce models and enabling flexible, on-demand talent deployment.

How new technologies reshape IT field services

AI: The decision engine

AI now acts as the central nervous system of modern field operations. It can predict potential failures before they affect operations, diagnose root causes in complex, interconnected systems, recommend solutions aligned with business priorities and optimize technician assignments and resource use by predicting demand hotspots and minimizing travel time. AI systems also keep learning from resolution data to improve their performance.

This transforms reactive troubleshooting into predictive resolution, dramatically reducing downtime and improving user experience.

Automation for scalable execution

While AI supports decision intelligence, automation enables consistent, scalable execution by creating and prioritizing cases based on business impact, dynamically optimizing resource allocation and managing inventory across supply chains to ensure part availability.

It can also assist in capturing knowledge through automated documentation — using software and AI tools to create, update and manage documentation automatically, rather than relying entirely on manual writing and editing. For example, NTT DATA has already reengineered field tasks like site surveys to gather critical information about client technology in this way.

A high level of synergy between AI and automation creates a multiplier effect, delivering more efficient service operations.

Augmented field services

Augmented reality (AR) headsets, digital twins and edge computing are introducing new ways of technical problem-solving.

Technicians with AR headsets can gain immediate access to expert guidance, system schematics and diagnostic tools, regardless of their physical location. Digital twins enable virtual troubleshooting before physical intervention, while edge computing ensures critical data processing happens locally for split-second decision-making, even with limited connectivity.

For instance, NTT DATA partnered with Hirschmann Automotive to deploy RealWear AR headsets and Cisco Webex Expert on Demand software. This has enabled technicians at manufacturing facilities worldwide to connect instantly with remote experts, reducing the need to travel, cutting downtime and speeding up maintenance.

Integrated service platforms: Breaking down silos

Modern field services require unified ecosystems that consolidate diverse tools and data streams into a coherent operational framework that provides:

• End-to-end visibility across the entire technology lifecycle, including design (site surveys, for example), implementation, operations and sustainable decommissioning
• IoT connectivity for continuous asset monitoring (there is significant adoption of private 5G and edge AI in sectors such as manufacturing, healthcare and logistics)
• Knowledge management systems that democratize access to expertise
• Analytics dashboards for performance visualization
• Architectures with application programming interfaces (APIs) for seamless integration within organizations (in this area, NTT DATA’s software-defined infrastructure and integrated management platforms help clients enable real-time data flow for field operations)

These platforms become progressively more intelligent over time as they adapt to their environments.

The circular economy: Sustainable service models

Environmental sustainability is a strategic imperative. Leading organizations now embed circular-economy principles throughout field-service operations by extending asset lifecycles through predictive maintenance, refurbishing equipment for reuse, implementing responsible recycling programs and optimizing service processes to minimize their environmental impact.

These practices reduce an organization’s environmental footprint while delivering long-term business value. A new sustainability dashboard within NTT DATA’s Software-defined Infrastructure Services platform is providing clients across multiple sectors with granular insights to support sustainable decisions about their technology modernization and field-service deployment.

5 strategic field-service recommendations for IT leaders

As field services continue to evolve, IT leaders must take proactive steps to benefit from these trends. Here are five actionable recommendations:

1. Transition from SLAs to business impact agreements

Move beyond traditional SLAs to value-level agreements (VLAs) that directly connect service performance to business outcomes.

First, identify specific business metrics affected by technology performance. Next, establish baseline measurements and improvement targets, create shared risk and reward mechanisms with service partners and implement continuous measurement and reporting.

2. Develop a unified field-service data strategy

High-quality, accessible data forms the essential foundation for AI-driven service transformation. Create a comprehensive approach to collecting, analyzing and using field service data strategically:

• Consolidate data from disparate service tools into a unified analytics platform.
• Establish governance structures for data quality and security.
• Develop predictive models that transform historical data into forward-looking insights.

3. Integrate technology support into business continuity planning

Elevate field services to a strategic enabler throughout the technology lifecycle. Critically assess field-service partners for their ability to reduce complexity, integrate seamlessly and support long-term resilience.

Key actions include embedding field services in business-impact analyses and continuity planning, selecting partners who can support design, implementation, operations and sustainable decommissioning, and creating cross-functional teams to align IT support with business continuity goals.

4. Implement sustainable technology lifecycle management

To develop a comprehensive approach to technology sustainability that extends beyond basic recycling, create asset longevity programs supported by proactive maintenance, and establish refurbishment processes for internal redeployment.

It’s also important to implement circular procurement that considers end-of-life impacts, and to report sustainability metrics alongside financial and operational key performance indicators.

5. Invest in next-generation field-service capabilities

Develop the technical infrastructure and workforce skills you’ll need for future service models:

• Deploy predictive monitoring across critical technology assets.
• Implement AR tools to expand technicians’ capabilities.
• Create digital knowledge repositories that capture expert insights.
• Develop training programs that blend technical expertise with business acumen.

These investments create the foundation for continuous service evolution.

Take the next step

To make IT field services strategic enablers of business resilience, you need a proactive, intelligent and experience-driven approach aligned with your business priorities.

NTT DATA’s Infrastructure Solutions combine AI-driven insights, automation, global field coverage and enterprise IT expertise to help you reduce downtime and deliver sustainable value.