As field service and logistics support evolves to become a major contributor to high-tech corporation strategy and profitability, it is increasingly important to optimise field service efficiency, productivity, quality, and effectiveness. This article, based on cross-sectional studies of more than 100 small, medium and large service organisations, shows how this is being achieved, in part, through technology improvements in the service delivery system. Approaches and techniques based on technological advances in call handling and dispatch, artificial intelligence and diagnostic technology, and service parts logistical support are discussed. In all, these advances contribute immeasurably to improvement of the customer identification, problem resolution and the service support process.