Field Service productivity is impacted by SLAs and the underlying support model. The primary driver for productivity is strong emphasis on ticket elimination and “shift-left” of the issues. Productivity can be increased by reducing field service engineers’ intervention. In order to achieve this, service providers can consider strengthening the L1/L1.5 Support with tenured resources to maximize resolution at that level. Furthermore, providers can also consider leveraging following mechanisms to enhance efficiency:

• Leveraging Inter vPro or similar solutions for remote troubleshooting
• Tech Café
• Vending machine for peripherals
• Virtual kiosk/ Tech bar
• AR/VR technologies
• Digilocker