IDC MaturityScape Benchmark: Aftermarket Service Transformation in the United States, 2026

This IDC study details results from IDC's MaturityScape Benchmark Aftermarket Service Transformation Survey exploring the efforts of aftermarket leaders with regard to service transformation. The best practices and shifts highlighted in this research are intended to inform and guide aftermarket service leaders, the line of business, C-suite executives, and the IT organization that supports the aftermarket team. This research provides a descriptive road map to help aftermarket service organizations achieve excellence. Excellence is not determined by a single metric or outcome achieved. Aftermarket service leaders need to balance multiple priorities addressing the needs of a varied group of internal and external stakeholders. This study highlights the complex challenges facing service leaders providing the details to prioritize which initiatives need to be prioritized and which to be avoided."Aftermarket service transformation is not just about technology adoption - it's about orchestrating people, process, and innovation to deliver exceptional value at every customer touch point," says Aly Pinder Jr., research vice president, Worldwide Aftermarket Services Strategies. "True aftermarket service transformation is not a quick fix - it's a journey where to thrive organizations need to focus on orchestrating innovation, data, technology, and people."