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IFS for Service Management - An Overview

Writer's picture: Lisa DiehlLisa Diehl

IFS for Service Management is a suite of software tools that help businesses track, record and manage service processes.
IFS Service Management can result in increased efficiency and savings in time, resources and cost.

Service management is a suite of software tools that help businesses track, record and manage their service processes effectively. By implementing service management, companies can achieve maximum productivity through improved resource scheduling, ultimately reducing costs.


Using a service management enterprise resource planning tool like IFS Service Management provides numerous benefits to your company. The IFS Service Management software provides a strategic framework for your business strategy that facilitates service-oriented processes, work order management, and planning and scheduling optimization. The Preventive and Corrective Maintenance modules work with the Service Management module to provide seamless operations.


Why is IFS service management essential?

Service management optimizes service efficiency. Delivering quality service hinges on having the right information accessible at the right time. By transitioning from paper-based solutions to automated software, you can minimize duplicated efforts and save valuable time for your team. 


IFS Service Management excels in performing complex calculations crucial for efficient operations. For instance, effectively scheduling a fleet of 100 engineers for multiple daily appointments requires sophisticated data processing, which IFS Service Management easily handles.


IFS Service Management embeds a strategic framework as a core component of your business strategy. This framework is critical in shifting from a product-based operational model to a service-oriented approach. The IFS Service Management technology will streamline your day-to-day operations and facilitate the necessary process changes. Embedding service into your strategic framework enhances customer satisfaction and drives long-term success.


Service management elevates customer experience. Customers prioritize the quality of service over external factors that may impact their business. They expect seamless service delivery regardless of these challenges. Our Service Management software integrates various elements essential for delivering exceptional service, ensuring that your customers receive the attention and support they deserve.


There are many benefits to service management ERPs like IFS Service Management.

  • Highly customizable solutions that offer a depth of functionalities tailored to specific industries.

  • Seamless management of assets, contracts, and warranties, allowing organizations to effectively track assets and parts, control and monetize complex contracts, prevent warranty leakage, and optimize multi-level service level agreements (SLAs).

  • Faster response times and first-time fix rates, improved communication, and higher customer satisfaction.

  • Real-time data and analytics that enable informed decision-making to enhance service quality.


IFS Service Management offers important features that support your business goals.

  • Self-service knowledge bases, chatbots, and portals.

  • Real-time appointment booking that utilizes AI and optimization algorithms to efficiently schedule technicians based on skills, location, availability, and job requirements

  • Tracking of parts, equipment, and tools to ensure optimal stock levels and reduce service disruptions

  • Navigation and vehicle tracking feature where users can track technicians in real-time.

  • Users can identify service issues and submit service requests. Moreover, IFS FSM streamlines spare parts processes by automating selection and shipping and keeping users informed about available parts.

  • Voice of the Customer insights.

  • A unified view of customers, assets, parts, and the mobile workforce (SLAs).


Work Order Management

IFS Service Management integrates work order management for internal and external maintenance needs. A work order can be created in several ways depending on different assumptions. An inquiry for work can come from a repair work order, a separate work order from a preventive maintenance (PM) action, a service request or fault report, or from an IFS project. 


This process is the same for both internal and external maintenance. When using internal maintenance, you manage your employees to maintain company-owned objects and equipment. External maintenance work orders apply to services and maintenance performed on customer objects or equipment. 


One of the standout features of IFS's work order management is its robust prioritization system. Organizations can effectively manage and categorize work orders based on urgency and importance, ensuring critical issues are addressed. 


The intelligent dispatch and scheduling functionality leverages advanced algorithms.  The system can allocate tasks to the most suitable technicians based on their skills, availability and proximity to job sites. This dynamic scheduling capability optimizes resource utilization and improves response times, ensuring that customer needs are met promptly.


The benefits of IFS’ work order management system are scalability, end-to-end integration and a centralized data source. 

  • Scalability: Adapt to the size, scope, and specific needs of your business, whether you’re a small service provider or a large enterprise. Easily accommodate varying use cases and operational changes.

  • End-to-End Integration: Benefit from a fully integrated solution that connects seamlessly with existing systems. Leverage data from across the organization for better insights and performance.

  • Single Source of Truth: Centralize all service-related data, enhancing visibility and accuracy across operations. Ensure all stakeholders have access to the same information, improving decision-making.


Planning and Scheduling Optimization (PSO)

PSO empowers businesses to meet customer needs while optimizing cost and time efficiency. It ensures that the right people are in the right places at the right times. 


PSO addresses long-term prospects by considering targets and KPIs, enabling users to engage in scenario planning across a variety of circumstances. 


IFS customers experience reductions in drive time, lower average cost per job, and decreases in subcontractor spend among others.

Benefits associated with PSO include:

  • Achieve SLAs and first-time fix rates: By optimizing processes and scheduling within the IFS ERP system, organizations can consistently meet Service Level Agreements (SLAs) and improve first-time fix rates. Enhanced visibility into scheduling and resource availability allows for precise planning, ensuring that the right technician with the appropriate skills and parts is dispatched to each job. This fulfills contractual obligations and builds customer trust by demonstrating reliability and efficiency.

  • Reduce overtime and use of contractors: Effective scheduling and resource optimization help minimize the need for overtime and reliance on contractors. Efficiently allocating work among existing staff, allows organizations to balance workloads and ensure employees are not overburdened. This reduces labor costs and fosters a more sustainable workforce, allowing organizations to retain talent and reduce turnover while maintaining high service quality.

  • Maximum utilization of technicians, resources and parts: Optimizing processes within IFS ERP enables maximum utilization of technicians, resources, and parts. By analyzing technician availability, skills, and inventory levels, organizations can ensure that resources are allocated where they are needed most. This strategic approach improves operational efficiency, reduces downtime and minimizes waste, leading to better overall productivity.

  • Reduce service delivery costs: Streamlined processes and effective scheduling directly contribute to reduced service delivery costs. Organizations can decrease operational expenses by minimizing inefficiencies, reducing the need for overtime, and optimizing resource allocation. This cost-saving approach allows companies to reinvest in their services or pass savings on to customers, enhancing competitiveness in the market.

  • Appointment booking: The appointment booking engine in IFS PSO complements the real-time, always-optimizing approach to dynamic scheduling with functions that allow appointments to be seamlessly mixed in with other work types (like break/fix and planned preventive maintenance) while retaining maximum resource flexibility and efficiency.


Preventive and Corrective Maintenance

In IFS, both Preventive and Corrective Maintenance modules facilitate the management of work orders for all types of maintenance tasks, while the Service Management module oversees work orders for various service activities. These tasks can be categorized as planned or unplanned. 


Unplanned task work orders are created to address corrective measures or services that arise unexpectedly and require manual registration. Conversely, planned tasks can be generated automatically as part of PM protocols or registered manually based on scheduling needs.


Work orders can originate from several sources: they may be PM-generated, initiated through fault reports, or created via service requests. 


Once a work order is established, users can prepare it for completion by inputting essential information such as budget estimates, documentation, material requirements, and personnel allocations. This comprehensive data availability ensures the necessary information is at hand when the tasks are scheduled for execution, streamlining the maintenance and service processes and enhancing overall operational efficiency.


Notable results with the IFS Preventive Maintenance Module include 40% increase in productivity, 15% reduction in travel and overtime costs and 10-20% reduction in first-time fix rates

The benefits of this module include:

  • Efficient maintenance management process: Implementing preventive maintenance planning software facilitates streamlined maintenance management processes, allowing organizations to optimize their operations. This software automates scheduling, tracking, and reporting, ensuring maintenance tasks are executed efficiently and on time.

  • Decision-making with insight: Utilizing a robust maintenance management system enables organizations to gain better control over costs. By tracking maintenance expenditures, resource utilization, and asset performance, companies can identify areas for cost reduction and allocate resources more effectively. This proactive approach to financial management minimizes unexpected expenses and enhances overall profitability.

  • Ensuring uptime with professional maintenance management: Adopting professional maintenance management practices can ensure effective preventive maintenance planning. This strategic approach significantly improves asset uptime, reducing the risk of unexpected breakdowns and service interruptions. As a result, companies can maintain optimal operational performance and extend the lifespan of their assets, ultimately contributing to greater business success.


The following are key features of IFS’ preventive maintenance module: 

  • Asset Management: IFS Cloud provides robust asset management capabilities, allowing organizations to maintain a detailed inventory of all equipment and assets. Users can track asset history, specifications, and maintenance schedules, ensuring a clear understanding of asset conditions and requirements.

  • Maintenance Scheduling: The system allows for the creation of customized preventive maintenance schedules based on specific asset requirements and usage patterns. Users can set time-based (e.g., monthly, quarterly) or condition-based triggers (e.g., usage hours, sensor data) to initiate maintenance activities, ensuring timely interventions.

  • Work Order Generation: IFS Cloud automates the generation of work orders for preventive maintenance tasks. When a maintenance trigger is activated, the system creates work orders that detail the tasks to be performed, required resources, and estimated completion times, streamlining the maintenance process.

  • Mobile Access: Field technicians can access preventive maintenance schedules and work orders via mobile devices. This enables them to receive real-time updates, document completed tasks, and report issues directly from the field, enhancing communication and efficiency.

  • Inventory and Parts Management: The solution includes inventory management features that help organizations track spare parts and maintenance supplies. By managing parts availability, companies can ensure that technicians have the necessary materials on hand to complete preventive maintenance tasks without delays.

  • Compliance and Reporting: IFS Cloud provides tools for documenting compliance with industry standards and regulations related to maintenance practices. Users can generate reports that track maintenance activities, compliance status, and asset performance metrics, facilitating audits and reviews.

  • Analytics and Insights: The platform offers advanced analytics capabilities to assess the effectiveness of preventive maintenance strategies. Organizations can analyze maintenance data to identify trends, predict potential failures, and optimize maintenance schedules for improved performance.

  • Integration with Other Systems: IFS Cloud’s preventive maintenance solution integrates seamlessly with other modules, such as inventory management, work order management, and procurement. This holistic approach ensures that all aspects of maintenance and operations are aligned and data-driven.


If your business is ready to put the power of IFS Cloud’s Service Management software to work for planning your preventive and corrective maintenance needs, Enterprise Software Solutions, Inc., is here to help. We’re your one-stop-shop for IFS Cloud licensing, implementation, customization and support solutions. For a demonstration of the possibilities, contact us at 913-308-8936.

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