Adapting to Changes in Field Service: A Guide to On-Premise and Cloud FSM Solutions

Adaptation is key right now—not only to outlast this current crisis but to capitalize on expected growth in Field Service Management over the next 7 years:

“Amid the COVID-19 crisis, the global market for Field Service Management estimated at US$3.1 Billion in the year 2020, is projected to reach a revised size of US$7.9 Billion by 2027, growing at a CAGR of 14.2% over the period 2020-2027.
Cloud, one of the segments analyzed in the report, is projected to record 14.9% CAGR and reach US$5.5 Billion by the end of the analysis period. After an early analysis of the business implications of the pandemic and its induced economic crisis, growth in the On-Premises segment is readjusted to a revised 12.7% CAGR for the next 7-year period.”

Those figures mean nothing, however, if a business is pressured into making the wrong decision when it comes to an FSM solution. In our last blog, we talked about the importance of being strategic when it comes to investing in a digital transformation. An example of this is selecting the appropriate type of solution.

Although Cloud solutions are often pushed as the only option, you should always have a choice when it comes to finding the right solution for your organization. Below we’ve listed some helpful information when it comes to deciding on a Cloud, On-Premises, or combination of the two for your business’ FSM solution.


On-Premises (or On-Premise)

Physical, on-site hardware hosted and managed by a business. This can mean anything from a large, centralized server to a desktop, although typically it’s seen on a larger scale. It involves a dedicated instance of FSM software.


  • Offers greater control of data, which is sometimes necessary due to regulatory controls
  • Can sometimes offer better options as far as customization
  • Isn’t reliant on internet connection or connection speeds
  • Large, centralized systems can bypass latency issues


  • Initial and maintenance costs can be high
  • Can require a longer set-up and development period
  • Requires dedicated IT workers for maintenance and backing up data
  • Is becoming less widely used, and therefore may require specialized redevelopment and updates


Cloud or SaaS (software as a service), is when the data is being hosted remotely—for instance, via a website. The software is not on any hardware your organization physically owns. Instead, your organization would own an instance of the FSM software, which resides on a cloud infrastructure managed by a third party.


  • Lower upfront costs and more options
  • Typically faster to implement, which means faster growth
  • Upgrades and security are maintained by the supplier, which can mean more flexibility
  • Remote hosting means more mobility and more mobile options


  • May require subscription fees and costs to customize
  • Reliant on internet speeds and connections
  • Requires more attention to data security
  • Server access, downtimes for maintenance, and compliance is all controlled by a third party

A Combination of On-Premises and Cloud

A combination of the two which can be configured in a number of ways, and will vary from organization to organization. This is a multitenant option where the FSM software instance is shared by multiple customers on a public cloud infrastructure.


  • Multitenant or “software multitenancy” refers to when a single instance of the software, and it’s infrastructure, serves multiple customers; it is a key component to cloud computing
  • Public cloud refers to third party computing service offered over the public internet
  • Allows organizations to fully customize their FSM solution based on both goals and regulations
  • When done correctly, it can achieve pros for both cloud and on-premises solutions
  • Customizable options exist on several levels, including:
    • Branding
    • Workflow
    • Data
    • Access


  • Costs can vary
  • Implementation times can vary
  • Requires a list of priorities
  • Needs specialized integration for optimized functionality


Choosing a solution that’s right for your business can be tricky. It’s important to go over the pros and cons we listed above with your leadership team, and seek outside advice when needed. Remember that you have options, and we’re here to help.

What matters the most for your organization?

  • Initial vs. long term investment costs
  • Security needs
  • Implementation and deployment timelines
  • Ability to customize
  • Compliance needs

With over 18 years of FSM experience and a trusted IFS partner, we can help your organization determine your business needs and implement the change management initiative to ensure user-adoption and to maximize your technology investment. Consider Gogh Solutions your Service Strategy and Transformation Ally!

Even if you don’t buy from us, let us align with you to ensure you have a full, well thought out, well planned digital strategy where Field Service Management is concerned. If you’re looking for more information or you need some advice let’s talk.