Field Services 2.0 BeIT Group

Innovation in Field Services Management

By Elías Cedillo Hernández
Grupo Be IT and BuróMC CEO.

GrupoBeIT has developed its innovative model for field service management, known as Field Services 2.0. It goes beyond traditional Field Services by moving away from reactive actions to provide more proactive approaches. This model is supported by four fundamental pillars: People, Awareness, Technology, and Zero Trust Network Access; all from a perspective of compliance with cybersecurity standards and information protection.

Our Field Services 2.0 journey starts with People. This pillar focuses on the human resource (engineers) and the classification into the technical support model. This process includes evaluating the type of service, the technology used, the logistics involved, and any changes in services. Proper classification and task assignment ensure that engineers are well-prepared to face any technical challenge efficiently and precisely, whether on-site or remotely. McKinsey & Company, in their report on time management, highlight that companies lose an average of 20-30% of their productivity potential due to poor management. On the other hand, Stanford University found that 75% of employees experience a loss of time due to interruptions in their workflow, directly impacting their ability to meet deadlines.

The second pillar is Awareness, where the importance of best practices is emphasized. This includes clear policies, compliance with regulations, and security measures. Awareness and adherence to these practices are essential for maintaining service integrity and quality, as well as for protecting both employees and clients. Compliance with regulations, policies, and security measures requires a comprehensive review of data governance and offers an opportunity to reimagine the value that can be provided. A thorough review of data and how it’s used allows organizations to define their current risk and proactively ensure they have the right security processes and architecture in place. To illustrate this, consider the following example: a $60 billion US health insurance company suffered a breach of 2.8 million protected health information (PHI) records when a laptop was stolen from a vendor. The total impact of the incident was $1.7 billion, and nearly 75% of that amount was due to the loss of revenue from contracts and the loss of the company’s or clients’ information. Now that we’re aware of what our Awareness pillar can involve, think about this: How would a similar data breach affect your organization, and what measures are you taking to prevent it?

Our third pillar, Technology, focuses on asset management. This pillar includes governance, security, visibility, and support of technological assets. Effective management of these resources ensures that field services are performed safely and efficiently, providing a solid foundation for continuous operation and constant improvement.

In 2024, KPMG, in its research “Asset Management in Latin America,” defined asset management as the pursuit of maximizing the value of assets throughout their lifecycle, aligning investment, operation, and maintenance decisions with the organization’s objectives. Among its findings, they noted that 51% of respondents considered that asset management helps reduce operating costs.

Finally, Zero Trust Network Access (ZTNA) is the fourth pillar, focused on automating access control (zero trust), ensuring that only authorized individuals can access the necessary resources and applications. Implementing this security model is crucial to protect the organization’s infrastructure and sensitive data. Returning to the previous example and generating a fictional scenario with the following questions: What level of access did the vendor have? What level of access did the laptop user have? Did the device have appropriate security for each resource?

In this scenario, the perfect formula is created for any cyberattacker or intruder to carry out a digital breach of the organization, group, and/or company. Imagine for a few minutes that you are the executive of the company in the previous example. Fortinet, in one of its reports, revealed that 51% of organizations reported that their top executives have faced fines (34%), prison sentences (16%), and loss of position or employment (33%) following a cyberattack. And to add to this, 62% of leaders expect their employees to be victims of cyberattacks this year (2025) due to the use of AI to improve attack methods.In this case, the question would be: Do you believe a traditional model is still effective?

Field Services 2.0 from GrupoBeIT represents a significant step forward in field service management, combining advanced technology, robust security practices, and efficient management of human and technological resources. This comprehensive model promises to enhance service quality and customer satisfaction. The implementation of these pillars not only protects the organization from potential risks but also optimizes operational efficiency and strengthens the trust of customers and partners.