Case Study: IFS achieves 71% service-request automation and 140,000+ hours saved with ServiceNow

IFS delivers more, faster and better with digital transformation

IFS, a global enterprise-software firm headquartered in Linköping, Sweden with 3,500+ employees, faced a growing burden of manually processing thousands of IT service requests across a dispersed employee and partner network. The IT organization struggled with slow, semi‑manual fulfilment (average wait ~24 hours) and needed to scale support, reduce wait times, and reposition IT as a strategic partner to the business.

IFS implemented a process‑led ITIL programme on the ServiceNow Now Platform, launching a self‑service portal and automating common tasks like account setup, password resets and access control. Today about 71% of roughly 75,000 annual requests are automated, average fulfilment time dropped to under an hour, the company saved over 140,000 hours in wait time, and IT now delivers more frequent service improvements while focusing on higher‑value work.

IFS

Stefan Carlsson

Senior Advisor