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A couple of releases back, IFS introduced Next-Generation Service Management (a.k.a. Request Management or NGSM). While the primary focus of Enterprise Service Management (“ESM”, which was already available in Apps 8/9/10) was the service of company-owned equipment, NGSM was developed to better support customer service processes, remove unneeded complexity, and address additional scenarios (such as offering a service for a generic model, not a serialized asset, which is often required in B2C scenarios).

To help the community better understand NGSM and how it compares to ESM, I have created the below document. Just like IFS Cloud - Scheduling demystified (23R1) | IFS Community this is NOT an official IFS document, however it was created in collaboration with R&D.

If you have corrections, feedback, ideas - please do share so we can incorporate them.

Hello, thank you very much for the documentation. It is very helpful.

Are there any plans in creating a similar documentation for MWO Service? This would probably clarify many open questions regarding the process overall.

 

Best regards,

Iulia


Hi @Iulia Petrin are you referring to Mobile Work Order (MWO)? If yes, then you’re not the first one asking… 😉

Are you aware of IFS Cloud Documentation and Mobile Work Order - Technical Documentation For IFS Cloud?

If there are other topics you’d like to see covered (no promises though...), please send me a DM.


@Alexander Heinze  Thanks for this document. Very good and well structured!


The 23R2 version is out now: IFS Cloud - Next-Generation Service Management demystified (23R2) | IFS Community


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