What is Field Service Management?

Field service management is primarily  needed by companies who deal extensively with installation management, service or repairs of systems or equipment. This can include software and cloud-based platforms that aid in field service management (FSM).

In the age of data collection, high levels of product monitoring and rapid response and decision making, FSM keeps businesses agile and efficient.

 About Connect Field Service Management

Hennik Research’s highly successful Connect conference series has run for many years offering the perfect stage for businesses to conduct their research and information gathering stage of an IT project.  In 2017, Hennik Research is launching it’s inaugural Connect Field Service Management conference.

With a whole host of products and solutions available, the market is saturated with options.  Connect FSM offers the opportunity to crunch 6 months’ worth of work into 1 day. 

With presentations from speakers offering FSM best practice, one-to-one meetings with solution providers, networking with experts and industry peers and workshops to air out any worries, the day is designed to be insightful and engaging.

  • This unique style of event offers the opportunity for you, and your team, to meet the premier field service solution providers and stay ahead of industry trends. Allowing for months of research to be done in a matter of hours; you can head back to your office with a plan for the future of your business’s field service system.

    • One-to-one meetings with leading FSM solution providers
    • Networking opportunities with like-minded peers
    • Industry lead “been there, done that” case studies 
    • Best practice benchmarking
    • Structured workshops to go through FSM issues step-by-step
    • Answers to your questions; ready for your own project
  • Individuals involved with your field services activity, from scheduling to delivery also including implementation of systems.

    Connect FSM is designed for:

    • those conducting research into ways to improve current FSM systems with an upgrade
    • those who have a live FSM project and wish and meet with the solution providers
    • those looking to implement an FSM system in the next 3 – 18 months

    Typical job titles (or similar) include:

    • Chief Financial Officer
    • Managing Director
    • Head of Maintenance
    • Operations Directors
    • Customer Engagement Managers
    • Director of Field Service Operations
    • Head of Services/Sales


If you would like to discuss being a sponsor for this event and meet with decision makers looking for FSM solutions providers please contact our sales team.

Tel: 020 7401 6033
Email: sales-uk@hennikgroup.com

Supported and researched by

If you would like to discuss being a media partner on this event please contact our marketing team.

Tel: 020 7401 6033
Email: marketing@hennikgroup.com


The agenda is subject to change.  To stay informed please email events@hennikgroup.com

09.00Coffee and registration

Chairperson’s opening remarks
Nicholas Cox, Head of Event Production, Hennik Research

See chair’s key takeaways here


Unlock your organisation’s potential

Traditional aftermarket and field service operations are undergoing a rapid transformation in organisations today. With increasing customer expectations and pressure on margins, businesses are looking for innovative new ways to increase profit margin and satisfy customers. Optimizing your resources is crucial to delivering these goals and harnessing the power of emerging technologies. We will explore how optimizing your tools, people and processes can help you unlock your organisation’s potential.
Mark Brewer, Global Industry Director – Service Management, IFS

Presentation not available


BD Medical – Our perspective 
With service provision becoming an ever increasing proportion of manufacturer’s profit. It is now more than ever vital that businesses are formulating a robust service strategy.Field Service Management solutions will only ever be  effective if there is buy in from the entire enterprise. Danny will be discussing the importance of appreciating the business transformation that is required for successful, sustainable revenue generation through the adoption of sound service thinking.

Phil Hufton, Project Manager, BD Medical

Presentation not available 


Workshop – Implementation best practice

Selecting a FSM solution is a key decision for any field service organisation – however, without a good plan for implementation it can take a long time before you begin to feel the benefits that the vendor promised.

Our discussion during this 30-minute workshop will draw on research conducted by field service news as well as examples from organisations that have found their own formula for successful implementations before moving into an open forum to collaboratively uncover what the key pitfalls to avoid are and what are the key strategies to employ to make implementation as efficient as possible.

Workshop chair: Kris Oldland, Editor-in-Chief, Field Service News 

Presentation not available 

11.00Transfer time
11.05One-to-one meetings
12.05Transfer time

Making digital transformation pay in the real world

Technology such as Business Intelligence, predictive maintenance, mobility and IoT is changing the field service and operations supply chain landscape; but how do you get there as a business without driving further complexity and leaving your colleagues disengaged?This useful session will provide you with useful examples of how to first prepare a business case for a field service management solution which can resonate with your management board, then how to deliver ROI faster with an integrated, future proof FSM structure that will benefit the bottom line, your colleagues and customers.

Craig Langford, Microsoft Dynamics Consultant Prodware UK

See presentation here


Redefining Field Service by Leveraging Cloud Technologies

Predictive, proactive maintenance enabled through a connected production line or plant equipment means guaranteed up-time, reduction in unplanned maintenance and a more flexible predictable output profile.

Field services not only aid your customers to be more productive but help you foster closer relationships and improve the prospects of repeat business.

This session will focus on the benefits of IoT solutions and how it is enabling field service provision.

Greg Maier, Field Account Executive, LogMeIn

Markus Brunner, Solutions Consultant, LogMeIn

See presentation here

13.10Transfer time
13:45One-to-one meetings
14:45Transfer time
14.50Workshop: Maximising your Investment in Field Service to achieve growth
Purchasing a best practice Field Service IT Solution is one important step businesses can take as they look to shift from Product to Service Thinking. Most companies develop their business case based on the cost and efficiency savings that can be made, but this is less than half the potential benefit. This investment should be an important stepping stone in driving a much wider business transformation process and mindset change that enables revenue and profit growth.In this workshop Nick Frank will help leaders break down what can be an intimidating vision for growth, into smaller more actionable chunks. The key take-aways from the workshop will be:
  • A perspective on how services can become a strategic driver of business growth
  • What a transformation road map might look like
  • Provide an opportunity for a self assessment of your organisations challenges in achieving change
  • To gain insights into using cultural evolution to achieve profitability
  • Share experiences and challenges with other delegates

Workshop chair: Nick Frank, Managing Partner, Si2 Partners

See presentation here


Post implementation continuous improvement 
 Predictive maintenance, improved intelligence greater integration and the power of mobility.These are just some of the important trends occurring within the Field Service landscape. We’ll be looking at how to maximise these benefits and where FSM hopes to take us in the future.

Rajkaran Singh Kharbanda, Regional Quality & Business Excellence Manager GB&I,  Siemens

Presentation not available


Chairman’s closing remarks
Nicholas Cox, Head of Events Production , Hennik Research

See chair’s key takeaways here

16.25Transfer time
16.30One-to-one meetings and coffee break
17.05Conference end


To discuss potential speaking opportunities at the next Connect Field Service please contact:

Nicholas Cox
Head of Event Production
Tel: 020 3111 1498
Email: speakers@hennikgroup.com

Apply today

This event is free to attend for anyone who has a live field service management project*

*qualified delegates

Register by filling out the form below, emailing us on: events@hennikgroup.com, or calling us on: +44 (0) 207 401 6033. In response to your registration, a member of the team will contact you to finalise your details.

Confirm you have read the terms and conditions



Grange Tower Bridge Hotel
45 Prescot Street
E1 8GP

N.B. There are two Grange hotels in the area, the event is being held at Grange Tower Bridge Hotel, not Grange City Hotel