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This is an IFS 2015 liveblog which means everything was written at-the-moment. Excuse any mistakes, typos or faux pas — they’ll be ironed out by the end of the day

Continuing the conference’s love-affair with the Uber app, Tom Bowe and Stephen Jeff Watts used one of the first day’s breakout sessions to illustrate how IFS Applications 9 can help you ‘Uber-ize’ your business.

The words are Enterprise Service Management, better known as ESM. This is shorthand for improving through automation the way your business is run, from start to finish. It means making your workforce more capable of doing things, better at identifying the right thing, and thereby cutting costs and exceeding customer expectations.

The ESM capabilities of the new IFS system will enable businesses to achieve something called Service Excellence, explained using a wordcloud chock full of business terms.

Basically, Uber is all of things that you want. You know what’s happening as its happening, your given details of your personal provider, you’re given the upfront fee, you’re able to score your provider.

This inspires trust, security, reliability, and consistency. Oh, and it’s mobile.

Uber need not be a taxi disrupter, however. You can extend it to any service.

That video is only concept but it shows the kind of thing advanced ESM will be able to achieve.

The newest IFS has a service that helps streamline certain businesses processes, a crowdsourcing of solutions for complications and breakages in the supply chain.

This Excellence Through Insight allows users to find out the best way to handle things quickly and easily, it’s a q&a platform a little like Yahoo Answers – but useful rather than ludicrous.

Users leave comments offering smart solutions and uprooted or down voted by fellow users, creating a self-learning system which can be used as a resource.

That’s just one example of the IFS insight initiative. It’s also real-time taking of services and the supply chain, it’s information gathering in the process and identifying ways in which you can increase efficiency, it’s demand forecasting modelling.

And the move has its eyes on the Internet of Things, an approach which Tom and Stephen coined the term OPEN.

It’s Opportunistic, experimenting with sectors like drone part pick ups, 3D printing.

Progressive, smart stuff.

Efficient, perhaps reaching 15 minute response time.

and Networked, which will allow people in the field to draw upon the exact resources they require.

For those unconvinced that a computer or a system can do these things better, I point you towards this game: BEAT THE MACHINE

9 IFS rules for improved service management

  1. Know your business
  2. Excellent through insight
  3. Accelerate Service Achievement
  4. Uberize your service
  5. Delivery that Delights you and your customers
  6. Open up to new things
  7. Optimise your world
  8. Manage your Future
  9. Agile, Ready for Change

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