Enterprise service management
IFS Cloud ESM manages services from the first request to resolution and closure. It works as a service desk for customers and for internal teams such as IT, facilities and HR. It suits companies that sell service under contracts with service levels (SLAs).
What the module does
Request management
Requests from email, the portal and phone land in one queue. Each one moves from logging to resolution with a full history.
Multi-level SLAs
Response and resolution times are set by contract, customer and service type. The system warns before a deadline is at risk.
Self-service portal
Customers and employees raise requests and track status themselves. Answers to common questions are available without calling support.
IT service management
Incidents, changes, problems and a service catalogue for IT. IT asset records are linked to requests.
Capacity planning
Managers see team workload and spread the work. Resource gaps show up before deadlines slip.
Contracts and billing
Subscriptions, recurring service and performance-based contracts. Invoices are built from the service actually delivered.
- Service providers with maintenance contracts
- IT departments and internal service teams
- Customer service managers
- Companies moving to subscriptions and service contracts
- No request gets lost in email or chat apps.
- SLA performance is visible for every customer and contract.
- Customers resolve some routine questions themselves through the portal.
- Service becomes a clear revenue line with recurring payments.
Common questions
How long does an IFS Cloud rollout take?
The first phase usually takes 3 to 9 months, depending on the number of modules, sites and users and on how ready the data is. We give an exact plan after the diagnostic stage.
What does it cost?
The cost is the IFS Cloud subscription plus implementation work. The subscription depends on users and modules; the work depends on configuration, integrations and data migration. After the diagnostic stage we give an estimate and a five-year cost of ownership.
Can we keep 1C?
Yes. Often 1C stays for statutory accounting and tax reporting while IFS runs procurement, inventory, production, maintenance and management accounting. The two systems are integrated so nothing is entered twice.
Cloud or our own servers?
IFS Cloud can run in the cloud or on the company’s own servers. The choice depends on data-residency requirements, IT policy and budget. We compare the options at the design stage.
Do we have to roll out every module at once?
No. Most companies start with finance, procurement and inventory, or with asset management, and add other modules in later phases. It is one platform, so new modules work with the data already in it.
What happens after go-live?
In the first weeks after go-live we stay close to users and fix whatever gets in their way. After that comes support under a contract with clear response times, IFS updates and changes for new needs.