Global Field Services

Support your critical infrastructure with reliable, platform-driven services.

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Platform-driven services with real-time visibility

From edge to core, your critical infrastructure demands reliable, standardized on-the-ground support. Fragmented field support processes cause delays and unpredictable downtime.

NTT DATA’s Global Field Services (GFS) connect you with certified engineers and parts across 165 countries, supported by a 24x7 centralized command center. Our AI-powered platform orchestrates dispatch, logistics and onsite execution, while centralized governance and multidimensional live updates provide end-to-end service transparency.

Whether you need a single break/fix request or a complex multisite rollout, our reliable, streamlined services minimize downtime, elevate experiences and keep your business moving.

Our approach and service features

We use a standardized, AI-powered five-step framework for fast resolution and consistent service quality, every time. We’ve built a mature, scalable and repeatable ecosystem—ready to activate initiatives across any technology, line of business or geography.

Set up

We start with seamless, data-led onboarding that maps your sites, assets and skills so our teams are ready before Day 1.

Orchestrate

We validate the scope, confirm site access and the best-fit field engineer, and reserve the right parts to avoid delays.

Dispatch

Our engineer arrives (on time!) and follows standardized runbooks, supported by remote-assist tools and real-time milestone updates.

Monitor

You get live updates on progress, SLA adherence and any exceptions, so you always know what’s happening on the ground.

Assure and improve

We review each engagement, resolve gaps and update playbooks — continuously improving service quality for smoother dispatches in the future.

Real-time visibility

Multidimensional AI live updates show tickets, insights, performance and trends in one view.

Zero-touch assignment

AI engines pick the best engineers, based on skills and location, from our global database.

AI sentiment analysis

Real-time sentiment signals from service interactions help you prioritize issues, prevent escalations and improve the user experience.

Omnichannel collaboration

Chat, voice and mobile channels connect teams for faster responses and seamless updates.

Connect teams

Unified orchestration from our central command center ensures always-on coordination and end-to-end control.