Micki Collart is the Director of Product Marketing for ServiceMax at PTC. With more than 20 years in the manufacturing industry, she has experience spanning supply chain logistics, strategic planning for production investments, market research, and go-to-market strategy. She’s worked across business segments—from hardware to software—at both Fortune 500 corporations and early-stage startups. Micki started her product marketing career at ServiceMax in 2013, educating the field service community about technology best practices and the benefits of automation, and is proud to continue that work at PTC.
This year, PTC has been recognized as a Leader in two new IDC MarketScape reports:
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IDC MarketScape: Worldwide AI-Enabled Aftermarket/Service Life-Cycle Management (SLM) Platforms 2025 Vendor Assessment1 #US52968025
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IDC MarketScape: Worldwide AI-Enabled Field Service Management (FSM) Applications 2025 Vendor Assessment2 #US52967825
We’re thrilled to have this recognition. We believe it validates a differentiated approach PTC takes to connect engineering truth, asset intelligence and service execution through a continuous digital thread across the product lifecycle.
Here’s why we think being recognized in both markets matters.
Service is not an isolated business function — it is a continuation of the product lifecycle
“PTC has long supported the concept of a closed-loop digital thread of data that flows between the physical and digital process for manufacturers and asset-focused organizations.” 2
Regardless of the differences in service strategies—an outcome-based offering, a well-run operational cost center, or a core revenue generator—one reality remains consistent across their asset-intensive industries: the physical asset itself is the primary source of value exchanged between the OEM, channel partners and the end customer. It is the asset’s performance, availability, and longevity that ultimately shape customer trust and long-term relationships.
Two related factors—reliability and continuous product innovation help OEMs and their partners sustain competitive advantages. Reliability protects brand reputation and customer confidence, while innovation ensures products evolve to meet changing operational, regulatory, and market demands. Service plays a critical role in both.
When service is executed well and not treated as merely a response function—it becomes a strategic capability. But for service to deliver on that promise, its execution must be rooted in accurate product and asset truth.
This is where PTC’s approach is differentiated. By integrating service tools across service bill of materials, technical documentation, parts supply chain optimization, and service execution, PTC enables a pragmatic model for service lifecycle management—one that reflects how complex assets are actually designed, built, maintained, and improved over time. This approach establishes a clean, continuous data link between service and parts histories and the engineering systems that define the product itself.
“PTC is uniquely equipped to connect product data created by engineering and design linked to service information used in the field. Field insights can then be fed back to engineering to drive design and quality improvements.” 1
Service excellence happens at the point of execution
“PTC recognizes it is no longer good enough for a technician to show up to a customer site on time if they don’t have the data-driven insights to make the right decisions to achieve resolution on that visit.” 2
As AI becomes more prevalent across enterprise software, service organizations face a familiar challenge: how to realize meaningful value without introducing complexity or risk. In asset-intensive environments, teams don’t benefit from abstract AI platforms, self-built agents, or massively scoped experiments that consume every last IT resource only to deliver unpredictable results. What service organizations need instead is practical help—capabilities that support better decisions in day-to-day work, without forcing technicians or planners to manage the technology behind them.
PTC’s perspective on AI is grounded in fast time to value. Rather than asking customers to build and govern their own AI agents or adapt generic AI platforms to service use cases, PTC embeds generative AI directly into service workflows. Technicians and service teams receive relevant guidance—based on the specific asset, configuration, and service history—within the flow of work and the systems they already know.
“PTC’s FSM brings AI into the flow of work with the company’s AI assistant for insights via chat and its AI actions that automate service processes.” 2
The result is a more reliable path from insight to action. By aligning AI with real service workflows and real asset data, PTC enables consistent outcomes without the overhead, uncertainty, or experimentation often associated with AI-first platform approaches.
Accelerating service modernization doesn’t need to be disruptive
“PTC’s offerings can be adopted incrementally, addressing the specific needs in areas such as field service, parts planning, or service contracts while also providing a broader platform for those with end-to-end requirements.” 1
In asset-intensive industries, technology decisions are shaped by operational constraints just as much as by innovation goals. Safety, regulatory compliance, system dependencies, and uptime requirements leave little room for disruption or experimentation that introduces risk. As a result, meaningful transformation rarely happens through sweeping, all-at-once change.
PTC’s approach reflects this reality. Rather than pushing customers toward large-scale platform replacements or accelerated AI adoption for its own sake, PTC supports modernization one step at a time, aligned to business priorities and operational readiness.
“PTC has embraced and delivered innovations across its suite of products, but the company prioritizes advancements that are grounded in near-term client value and not a hype cycle.” 1
AI capabilities are introduced where they deliver clear value—enhancing planning, execution, and decision-making—without compromising compliance, reliability, or trust in the system. This disciplined approach ensures AI serves as an enabler of service outcomes, not an added source of complexity or uncertainty.
“PTC's strength is most evident with firms managing long life cycle and complex assets that demand skilled service and parts coordination. Organizations should also consider PTC due to its strong integration with PLM and engineering systems and its pragmatic approach to AI that is applied to real-world service challenges, as opposed to experimental use cases.” 1
For organizations managing long-lifecycle assets across complex service operations, the benefits are real.
- Incremental adoption reduces risk, improves adoption by frontline teams, and delivers measurable improvements without disrupting existing engineering or service process foundations.
- Over time, this approach builds confidence in both the technology and the outcomes it supports—allowing service organizations to modernize responsibly while continuing to improve reliability, performance, and customer satisfaction.
Wrapping it up: Get your complimentary copies
We believe PTC has validated strengths that lie in the intelligent product lifecycle. Our solutions connect engineering truth, asset intelligence and service execution for greater digital transformation impact.
See why we have been named a Leader by IDC MarketScape in the following new reports: