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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.

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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.

Local expertise, global consistency

Certified engineers in 165 countries delivering consistent, SLA-backed support for multivendor environments.
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