Service Management

Enterprise Resource Planning (ERP) modules for Service Management encompass ticketing, dispatch, and resource allocation, ensuring streamlined processes. Real-time data visibility empowers organizations to enhance service quality, reduce response times, and boost customer satisfaction. ERP’s cross-functional integration facilitates seamless communication between departments, fostering a unified and collaborative approach to service delivery. With advanced analytics, ERP provides insights into service performance and customer feedback, enabling proactive issue resolution. The incorporation of Service Management into ERP not only improves operational efficiency but also positions organizations to exceed customer expectations, driving long-term success and loyalty in an ever-evolving service-oriented landscape.

Enterprise Architecture
Epic’s Healthcare-Native ERP, AI Gambit: Disruption or Long Game Against Major Players?
Epic's development of a healthcare-native ERP aims to integrate seamlessly with its EHR and AI features, potentially disrupting the market by consolidating operational functions while forcing health systems to reflect on their existing application frameworks, though full capabilities are not expected until 2027.
Unit4 and Pragmatic AI
Analytics and AI
IBM Brings Three New AI Agents to Oracle Fusion Applications AI Agent Marketplace
IBM's introduction of three new AI agents built with Oracle AI Agent Studio enhances efficiency for Oracle Fusion customers, automating tasks in finance, sales, and procurement while paving the way for future HR and supply chain agents.
Enterprise Architecture
CGI Wins Texas DIR Cooperative Contract for Government SaaS ERP and Case Management
CGI has secured a Cooperative Contract with the Texas Department of Information Resources to provide statewide access to its government-centric SaaS solutions, CGI Advantage and CGI Transcend, enhancing procurement efficiency and adoption of modern ERP and case management systems across public-sector organizations in Texas.
headline - stock image of Mulesoft statistics
Application Development and Integration
MuleSoft and Salesforce Push Toward an AI Agent Future, Reframing Integration as Enterprise Automation
At the Agentforce Tour in NYC, Salesforce and MuleSoft emphasized a shift towards AI-driven automation, integrating APIs, RPA, and AI agents into a cohesive model for orchestrating intelligent workflows across systems.
Service Management
Omnichannel order management system: What it is and its benefits
As a business, you’re expected to offer your customers a seamless shopping experiences across multiple channels—whether they’re shopping online, in-store, or on mobile apps. Enter the omnichannel order management system (OMS).
Service Management
Inetum UK&I Empowered an International Fashion Retailer’s Digital Transformation, Deflecting 98% of Calls
Inetum UK&I successfully assisted a major fashion retailer in transitioning from an outdated ticketing system to ServiceNow, achieving 98% automation in user conversations through Virtual Agent and providing over 500 self-serve knowledge articles, thereby boosting operational efficiency and enhancing user experience.
ServiceNow and NTT DATA Business Solutions
Service Management
Ensuring Your ServiceNow Platform is Fit4Future
To maximize the potential of their ServiceNow platform, organizations should utilize NTT DATA Business Solutions' Fit4Future assessment services, which provide comprehensive evaluations and actionable roadmaps for optimizing IT Service Operations, including incident management, change management, and request fulfillment.
Service Management
Deltek deepens AI in GRC for GovCon professionals
Deltek has unveiled AI-enhancements and a new user experience called Deltek Harmony for the GovCon GRC space, introducing features like Ask Dela for streamlined workflows, AI-driven resource management, and Smart Summaries for generating concise project insights, aimed at improving operational efficiency for government contractors.
Service Management
Fielding FSM: Was Field Service Management benched in 2024?
Besides Microsoft, it seems Field Service Management was benched in 2024 for AI adventures in the ERP playing field.
Service Management
ANZ giant Atturra Chrome-plates SAP data services as 2027 looms
Atturra's ANATAS has acquired Chrome Consulting for approximately A$7.6M to enhance its SAP capabilities in the Australia and New Zealand market as support for SAP ECC nears its end, positioning both companies for growth in the enterprise solutions sector.
Service Management
One year on – IFS’ Poka acquisition: ERP Today TV x IFS Unleashed
ERP Today's news duo Mark Vigoroso and Stephanie Ball speak live with Poka CEO Alexandre Leclerc and Kathrin Schneider, SVP global sales at Poka, one year on from IFS' acqusition of Poka.
Service Management
The Flowdown
We are thrilled to bring you Inetum’s brand new podcast series, bringing together ServiceNow senior leaders, product experts and clients as we tackle Service Operations in the real world. No marketing jargon. No sales talk. Just a front-row seat to advice, opinions and experiences from people in the know.
Service Management
The FlowDown Episode 2: What is Service Operations and why should I care?
The FlowDown Podcast Series is a podcast series that talks about service operations in the real world. In this episode, the hosts talk about what service operations is and what it can do for organizations and about the challenges that organizations face in implementing service operations.
Verisk and Oracle Fusion Cloud
Cloud Platform and Technology
IFS Cloud
IFS Cloud is an innovative, unified platform that streamlines Service Management, ERP, and EAM through the integration of AI, ML, and IoT, offering flexibility, continuous updates, and expert support from Cooper Software to drive digital transformation and optimize business operations.
Service Management
Swann-Morton Signs Multi-Year Contract With Cooper Software For Managed Support
Cooper Software has secured a multi-year contract with Swann-Morton for Managed Support and Continuous Improvement, enhancing their ongoing partnership and supporting Swann-Morton's migration to IFS Cloud.
A manufacturing shop floor showing several, orange robot arms ready to start assembling | Global Shop Solutions planning
Service Management
How effective planning and scheduling tools could determine the success of your manufacturing processes
Once an effective planning and scheduling tool has been implemented within a firm’s manufacturing processes, leadership could expect to see an injection of important data insights. These data insights can be used to enhance efficiencies across manufacturing operations.
Select Accelerating Digital Impact: Inetum and SAP Drive Future-Ready Transformation Accelerating Digital Impact: Inetum and SAP Drive Future-Ready Transformation
Service Management
A simplified Service Operations experience from Inetum
Whether it’s something like a quick efficiency boost to some processes or a comprehensive top-to-bottom overhaul of your company systems; with the right advice and managed support, you can elevate your ServiceNow solutions to achieve greater profitability and maximize efficiency.
Service Management
ERP Today Live! with Certinia and UiPath
In this ERP Today Live! session, Certinia's Andy Campbell and UiPath's Ian Turlin, share UiPath’s implementation journey with Certinia’s professional services cloud.
image of a red dragon for the lunar new year
Service Management
Editor’s words: The Year of the Customer
ERP Today readers, welcome to the Year of the Customer. Our editor, Giacomo Lee, reminisces on 2023 which was the Year of the Partner.
graphic of a marketplace coloured in pink| Confessions of a retail technologist
Service Management
Confessions of a retail technologist
Oracle, KPMG and Google Cloud retail experts discuss the technology saving the day for customer experience.
e-Government
Service Management
Some e-Gov projects that actually deliver public value
Here's how e-gov can actually deliver efficient, transparent and accessible public services for citizens, businesses and governments.
image of sailboat with Vodafone branding | Vodafone and Accenture
Service Management
Vodafone dials into Accenture’s tech and transformation services
Vodafone Group Plc is forming a strategic partnership with Accenture to enhance its shared operations, aiming for accelerated growth, improved customer service, and increased efficiencies, with Accenture investing €150m for a minority stake and the partnership expected to be finalized in spring 2024.
hands use phone
Service Management
“Smart” FSM: from SAP to Samsara, Apple to Android
For field or off-site workers in physical operations, using connected devices such as smartphones or tablets is a relatively new concept.
image of Bill McDermott at event | ServiceNow Now Assist
Service Management
ServiceNow an AI “lighthouse” shining bright with caution in Q2 results
ServiceNow has revealed its Q2 results for 2023 alongside an AI NVIDIA partnership and a vision for AI to save the workforce - whilst admitting to a GenAI prudence.
person in front of screen
Service Management
Into Samsara’s new wares – what’s the ERP hook beyond IoT?
June ended with Samsara Beyond, Samsara's flagship event and a big one in the Internet of Things (IoT) calendar.
Woman looking at bikes on the street: sap subscription economy
Service Management
The rise of subscription economy: a win-win for consumers and businesses
Industries have seen an explosive demand for subscription-based services over the last few years, leading the subscription economy to thrive.
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