Servitization has been a major area of discussion within our industry for many years, but as we recover from the pandemic and enter the new normal, is servitization more important than ever?

Or did the massive disruption we saw across recent years expose the dangers of outcome-based service models?

Having published the initial findings of an FSN Research study based on responses from over 190 field service leaders to find out more, Kris Oldland Editor-in-Chief, Field Service News is now joined by HSO’s Dan Snowdon, Johan van Rooyen and Michael Hammons for the second and concluding part of a debrief sessions that takes a deep dive into understanding what the trends revealed by the study data mean for our industry.

In this excerpt from the full-length discussion, the panel reflect on the findings of the interview that suggest that there is a big discrepancy between the time those field service organisations planning on developing a servitized offering believe it will take to develop and the reality of those who have gone through the process.