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IFS Cloud Platform vs ServiceNow Customer Service Management comparison

IFS and ServiceNow are both solutions in the Customer Experience Management category. IFS is ranked #9 with an average rating of 7.8, while ServiceNow is ranked #4 with an average rating of 8.1. IFS holds a 2.4% mindshare in CEM, compared to ServiceNow’s 2.9% mindshare. Additionally, 87% of IFS users are willing to recommend the solution, compared to 100% of ServiceNow users who would recommend it.
IFS Cloud Platform
Read 31 IFS Cloud Platform reviews
  • 4,441 Views
  • 311 Comparison Views
87% willing to recommend
ServiceNow Customer Service...
Read 14 ServiceNow Customer Service Management reviews
  • 1,279 Views
  • 678 Comparison Views
100% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Feb 4, 2025

IFS Cloud Platform and ServiceNow Customer Service Management compete in the enterprise software space. User reviews suggest ServiceNow has the upper hand for feature richness and functionality, while IFS is known for its competitive pricing advantages.

Features: IFS Cloud Platform provides ERP functionalities with a complex pricing matrix, advanced warehouse functionalities for shared management, and flexible business analytics integration. ServiceNow offers a strong service catalog and workflow engine, comprehensive IT service management solutions, and powerful CMDB integration.

Room for Improvement: IFS users seek enhancements in user interface, better CMDB integration, and improved customization features, while also desiring enhanced AI functionalities and support documentation. ServiceNow users request improved integration with IVR systems, a clearer pricing model, and enhanced AI capabilities and customization options.

Ease of Deployment and Customer Service: IFS offers flexible deployment favoring Hybrid and On-premises environments, while ServiceNow prefers Public and Hybrid Cloud deployments. IFS has mixed feedback on its service responsiveness, whereas ServiceNow is generally praised for timely and efficient processes.

Pricing and ROI: IFS Cloud Platform is more affordable for large enterprises compared to competitors like SAP and Oracle, offering flexible, negotiable upfront pricing and strong long-term ROI. ServiceNow is premium-priced but justified by its extensive features, providing valuable ROI, though IFS offers better initial pricing flexibility.

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To learn more, read our detailed IFS Cloud Platform vs. ServiceNow Customer Service Management Report (Updated: September 2025).
Buyer's Guide
IFS Cloud Platform vs. ServiceNow Customer Service Management
September 2025
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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

ROI

Sentiment score
5.1
Users reported improved operations and financial reporting with IFS Cloud, seeing up to 4.5x ROI over 18 months.
Sentiment score
6.7
Organizations achieve ROI with ServiceNow CSM by streamlining processes, reducing costs, and aligning with business goals for improved efficiency.
 

Customer Service

Sentiment score
5.7
Australian support is strong with expert consultants, but timeliness and service consistency vary, impacting resolution times and communication.
Sentiment score
6.5
ServiceNow's customer service is praised for responsiveness and multilingual support, with some delays in lower packages.
No quotes available
For more quotes and insights, download the IFS Cloud Platform report
It is better because partners have a deep understanding of the code and configuration challenges.
The technical support is good, but there are very few people who understand the technicalities and background configurations.
For more quotes and insights, download the ServiceNow Customer Service Management report
 

Scalability Issues

Sentiment score
7.8
IFS Cloud Platform is scalable for businesses of all sizes, though some face complexity in updates and dependency management.
Sentiment score
8.5
ServiceNow Customer Service Management is praised for scalability, customization, and efficient self-service, enhancing business operations without extra costs.
IFS Cloud Platform has standard functionalities that follow the standard supply chain management processes, and it is easy to customize or configure.
For more quotes and insights, download the IFS Cloud Platform report
The solution is scalable and offers high scalability as new features are added regularly.
If challenges are resolved efficiently with tools like ServiceNow Customer Service Management, it significantly impacts business operations.
Scalability can lead to performance issues.
For more quotes and insights, download the ServiceNow Customer Service Management report
Thangaraj Ramasamy - PeerSpot reviewer
MS
AG
Arvind Mehrotra - PeerSpot reviewer
 

Stability Issues

Sentiment score
8.0
IFS Cloud Platform is praised for stability and reliability, with rare downtime, and depends on client maintenance and setup.
Sentiment score
8.3
ServiceNow Customer Service Management is stable, efficiently handles high traffic, yet customization limitations and portal issues can occasionally arise.
Now, with the drastic developments especially in the cloud applications known as Arena on IFS Cloud Platform, it has improved tremendously.
For more quotes and insights, download the IFS Cloud Platform report
ServiceNow Customer Service Management is highly stable, which is critical because it operates as a live system 24/7.
Overall, it is very stable aside from these issues.
For more quotes and insights, download the ServiceNow Customer Service Management report
Thangaraj Ramasamy - PeerSpot reviewer
MS
AG
 

Room For Improvement

IFS Cloud Platform requires usability, integration, and support improvements, along with enhanced customization, AI, and simplified user experience.
ServiceNow Customer Service needs improved customization, integration, AI features, pricing flexibility, and easier report downloading and upgrades.
They are working on IFS AI, but we have not explored much into that yet, and if they want to keep their competitive edge, that is an area they need to concentrate on.
There is not much available online, and the documentation availability is on the lower side compared to other products, especially Maximo.
For more quotes and insights, download the IFS Cloud Platform report
It is important to follow practical rules and best practices to avoid misconfigurations caused by different developers doing things their own way.
Managing this platform requires sophisticated handling.
Sometimes ServiceNow Customer Service Management lags, meaning the speed is low or there is a delay in operations.
For more quotes and insights, download the ServiceNow Customer Service Management report
Thangaraj Ramasamy - PeerSpot reviewerreviewer2642043 - PeerSpot reviewer
MS
Arvind Mehrotra - PeerSpot reviewer
AG
 

Setup Cost

IFS Cloud Platform offers competitive pricing, best for large enterprises, with scalable value similar to SAP and Oracle.
ServiceNow Customer Service Management is costly but valued for efficiency, with premium pricing potentially unsuitable for smaller businesses.
No quotes available
For more quotes and insights, download the IFS Cloud Platform report
ServiceNow Customer Service Management is expensive, with costs around half a million US dollars per year.
The pricing is around a seven, making it rather expensive.
ServiceNow Customer Service Management is expensive, although there is value for money considering the time and administrative efficiencies it brings.
For more quotes and insights, download the ServiceNow Customer Service Management report
MS
AG
AP
 

Valuable Features

IFS Cloud Platform offers customizable pricing, robust integration, intuitive interface, and excels in enterprise management with adaptable features.
ServiceNow CSM offers powerful workflow and integration, enhancing service delivery with automation and AI on a flexible platform.
The cloud feature in IFS Cloud Platform is predominantly valuable, especially the enterprise asset management module, which IFS has very good business into, along with strong finance, project management, and supply chain management modules.
There are fewer fields on the user screen compared to other products.
For more quotes and insights, download the IFS Cloud Platform report
Change requests are vital if there is a business requirement change; they are used for tracking and reporting purposes, showcasing how change requests have been used to keep businesses running smoothly.
The best aspect of ServiceNow Customer Service Management is its out-of-the-box features that support all customer service processes.
It integrates all different queues into one dashboard and consolidates various departments, ensuring visibility across the organization is transparent.
For more quotes and insights, download the ServiceNow Customer Service Management report
Thangaraj Ramasamy - PeerSpot reviewerreviewer2642043 - PeerSpot reviewer
AG
AP
Arvind Mehrotra - PeerSpot reviewer
 

Categories and Ranking

IFS Cloud Platform
Ranking in Customer Experience Management
9th
Average Rating
7.8
Reviews Sentiment
6.7
Number of Reviews
31
Ranking in other categories
CRM (27th), Field Service Management (2nd), Help Desk Software (17th), ERP (17th), Activity Based Costing Software (7th), Enterprise Asset Management (EAM) (4th), Local Government CRM (13th), IT Asset Management (11th), IT Service Management (ITSM) (14th), License Management (2nd)
ServiceNow Customer Service...
Ranking in Customer Experience Management
4th
Average Rating
8.2
Reviews Sentiment
7.5
Number of Reviews
14
Ranking in other categories
CRM Customer Engagement Centers (3rd)
 

Mindshare comparison

As of October 2025, in the Customer Experience Management category, the mindshare of IFS Cloud Platform is 2.4%, down from 2.8% compared to the previous year. The mindshare of ServiceNow Customer Service Management is 2.9%, down from 5.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Customer Experience Management Market Share Distribution
ProductMarket Share (%)
ServiceNow Customer Service Management2.9%
IFS Cloud Platform2.4%
Other94.7%
Customer Experience Management
 

Featured Reviews

Thangaraj Ramasamy - PeerSpot reviewer
Has supported project management and business customization through strong modular flexibility
The cloud feature in IFS Cloud Platform is predominantly valuable, especially the enterprise asset management module, which IFS has very good business into, along with strong finance, project management, and supply chain management modules; these are the major modules that are performing well with IFS, and the cloud options along with user-friendly customizations for any technical developments are additional advantages. The integration of IoT with IFS Cloud Platform is performing well, enabling us to integrate with predominantly any third party through the standard inbuilt connectors that are readily available, and if we need to customize the integration, we can certainly do that too.
Read full review
Arvind Mehrotra - PeerSpot reviewer
Integrating departments for unified service while managing complexity and learning curve
ServiceNow Customer Service Management integrates the admin, finance, HR, and service departments, enabling an employee of an organization to get service from a single window. It integrates all different queues into one dashboard and consolidates various departments, ensuring visibility across the organization is transparent. It helps to create a shared services organization, reducing the operational complexity and facilitating a more unified service delivery. It consolidates all service desks under one umbrella, enhancing efficiency.
Read full review
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Top Industries

By visitors reading reviews
Computer Software Company
20%
Manufacturing Company
11%
Energy/Utilities Company
6%
Comms Service Provider
6%
Healthcare Company
9%
Manufacturing Company
9%
Financial Services Firm
9%
Retailer
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business14
Midsize Enterprise9
Large Enterprise10
By reviewers
Company SizeCount
Small Business6
Midsize Enterprise1
Large Enterprise6
 

Questions from the Community

What do you like most about IFS Applications?
Scalability-wise, I rate the solution a nine or ten out of ten since it is an extremely scalable solution that can be used for various use cases with thousands of users.
See all answers
What is your experience regarding pricing and costs for IFS Applications?
The product is reasonably priced. The costs are justified by the value provided, considering the comprehensive features and minimal need for customization. I rate the pricing a seven out of ten.
See all answers
What needs improvement with IFS Applications?
When it comes to AI, I feel that is the area where we expect something more from IFS Cloud Platform. They are working on IFS AI, but we have not explored much into that yet, and if they want to kee...
See all answers
What do you like most about ServiceNow Customer Service Management?
We can integrate different technologies in ServiceNow Customer Service Management. An organization would like to offer a digital transformative experience to its employees and customers, which the ...
See all answers
What is your experience regarding pricing and costs for ServiceNow Customer Service Management?
ServiceNow Customer Service Management is expensive, although there is value for money considering the time and administrative efficiencies it brings.
See all answers
What needs improvement with ServiceNow Customer Service Management?
The integration cost and learning curve are very high, and managing this platform requires sophisticated handling, which is more complex compared to other solutions.
See all answers
 

Comparisons

SAP ERP vs IFS Cloud Platform Logo
SAP ERP vs IFS Cloud Platform
Compared 18% of the time
IBM Maximo vs IFS Cloud Platform Logo
IBM Maximo vs IFS Cloud Platform
Compared 8% of the time
Oracle E-Business Suite vs IFS Cloud Platform Logo
Oracle E-Business Suite vs IFS Cloud Platform
Compared 6% of the time
Microsoft Dynamics 365 Business Central vs IFS Cloud Platform Logo
Microsoft Dynamics 365 Business Central vs IFS Cloud Platform
Compared 6% of the time
SAP S/4HANA vs IFS Cloud Platform Logo
SAP S/4HANA vs IFS Cloud Platform
Compared 5% of the time
More IFS Cloud Platform Competitors
Microsoft Dynamics CRM vs ServiceNow Customer Service Management Logo
Microsoft Dynamics CRM vs ServiceNow Customer Service Management
Compared 47% of the time
Genesys Cloud CX vs ServiceNow Customer Service Management Logo
Genesys Cloud CX vs ServiceNow Customer Service Management
Compared 21% of the time
SAP Service Cloud vs ServiceNow Customer Service Management Logo
SAP Service Cloud vs ServiceNow Customer Service Management
Compared 11% of the time
Salesforce Service Cloud vs ServiceNow Customer Service Management Logo
Salesforce Service Cloud vs ServiceNow Customer Service Management
Compared 9% of the time
Oracle Fusion Service vs ServiceNow Customer Service Management Logo
Oracle Fusion Service vs ServiceNow Customer Service Management
Compared 7% of the time
More ServiceNow Customer Service Management Competitors
 

Product Reports

Buyer's Guide
IFS Cloud Platform
September 2025
IFS Cloud Platform reportDownload IFS Cloud Platform product report
Buyer's Guide
ServiceNow Customer Service Management
September 2025
ServiceNow Customer Service Management reportDownload ServiceNow Customer Service Management product report
 

Also Known As

IFS Applications, Assyst, IFS Cloud
ServiceNow CSM
 

Overview

IFS is the world’s leading provider of Industrial AI and enterprise software for hardcore businesses that make, service, and power our planet. Our technology enables businesses which manufacture goods, maintain complex assets, and manage service-focused operations to unlock the transformative power of Industrial AI™ to enhance productivity, efficiency, and sustainability. Industrial AI is IFS.ai.

IFS Cloud is a fully composable AI-powered platform, designed for ultimate flexibility and adaptability to our customers’ specific requirements and business evolution. It spans the needs of Enterprise Resource Planning (ERP), Enterprise Asset Management (EAM), Supply Chain Management (SCM), Information Technology Service Management (ITSM), and Field Service Management (FSM). IFS technology leverages AI, machine learning, real-time data and analytics to empower our customers to make informed strategic decisions and excel at their Moment of Service™.

IFS

Customer Service Management groups key applications and capabilities into scalable packages that can grow with you as your needs change.

ServiceNow
 

Sample Customers

China Airlines, Electrolux Group, Babcock, Cimcorp, Sky, Multiplex, Veolia. 
Siemens Healthineers, SAP SuccessFactors, Asurion
Buyer's Guide
IFS Cloud Platform vs. ServiceNow Customer Service Management
September 2025
Free Report: IFS Cloud Platform vs. ServiceNow Customer Service Management
Find out what your peers are saying about IFS Cloud Platform vs. ServiceNow Customer Service Management and other solutions. Updated: September 2025.
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We monitor all Customer Experience Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.