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NGSM or ESM/EAM

  • November 18, 2025
  • 3 replies
  • 35 views
Timmermans Roel
Hero (Partner)
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Dear All,

 

We have a new implementation starting up soon and as always, I am confused whether to go with Next Generation Service Management or the standard Enterprise Service Management.

 

In the past it was my understanding that NGSM would slowly replace ESM/EAM in IFS cloud but maybe I am wrong about this. One of the biggest issues I have is the fact that NGSM makes a request Customer mandatory while this is optional for ESM.

 

So for internal maintenance processes, ESM still looks like the way to go. But when there are Customers involved, it seems more useful to go with NGSM.

 

But for a customer that has both, I don’t really like to implement both processes since the large similarities between the two. It feels like there is more risk involving customer confusion compared to what is to gain in using both. 

 

How do other IFS users view this?

​@Alexander Heinze, If you have any expertise to share, that would be highly appreciated. Your documentation on NGSM/MWO and scheduling has been amazing but unfortunately, on the above question, I remain in dubio. :-)

 

Best Regards

Roel 

3 replies

AveTonitM
Hero (Partner)
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  • AveTonitM
  • Hero (Partner)
  • November 18, 2025

We’ve had similar thoughts and views. Because of the similar confusion that ​@Timmermans Roelmention, we’ve ended in implementing ESM as it’s suitable also for organizations with external service offering. 

For upgrade projects I don’t see a way to implement NGSM as there aren’t any upgrade scripts available that I’m aware of.

 

-Toni-
Alexander Heinze
Ultimate Hero (Employee)
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  • Alexander Heinze
  • Ultimate Hero (Employee)
  • November 18, 2025

It’s hard to assess only based on whether customer is mandatory or not. I would look at the other differences and then decide. Worst case you could associate all Requests to the same dummy customer. But let’s see if other customers can share their experience.

If one of the responses resolves your issue, please use "Best Answer" so that the thread can be closed and others find solutions easier.
Timmermans Roel
Hero (Partner)
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  • Timmermans Roel
  • Author
  • Hero (Partner)
  • November 20, 2025

It’s hard to assess only based on whether customer is mandatory or not. I would look at the other differences and then decide. Worst case you could associate all Requests to the same dummy customer. But let’s see if other customers can share their experience.

Thanks for the feedback ​@Alexander Heinze. I appreciate you for taking the time to provide feedback.

 

Indeed, I also thought of the Dummy customer solution where for example every internal department using various assets could be a dummy customer. And although dummy entities can be solutions for various problems in processes, from my experience I know that the use of a dummy is (usually) not very well received by customers.

 

I believe the main reason for this is that everybody automatically feels that the use of dummies is ‘patchwork’ for a process that is not well designed or not suited for the job :-(. So I always try to steer away from such solutions unless I am confident that the custom will accept is as a pragmatic solution and will not perceive it as a loss of quality or a loss of trust in the overall system.

 

I am also looking forward to seeing some other experiences or suggestions from users! So if anyone is experiencing the same questions, please don’t hesitate and leave a comment so we can help each other

 

Thank you very much!

wrprabash
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