OEM Service Managers
See every open case across your installed base, who is working on it, and whether it is still inside the agreed response time. Plan visits and parts from the same screen.
See the viewSmart service for OEMs
The Only Customer‑Integrated Aftermarket Service Platform for OEMs.
Elevate OEM profits and supercharge after-market services with one connected service platform.
iSERV gives service technicians, managers and the rest of your customers’ teams digital, real-time visibility of their equipment, from a mobile application and a web portal.
ConnectCollectVisualisePredictAct
17%Increase in uptime
41%Faster order delivery
30%Increase in customer satisfaction
27%Boost in revenue
22%Increased production quality
Our partners
Technology and delivery partners
we build with worldwide
iSERV Capabilities
Self-Servicing at Your Fingertips.
iSERV enables the various roles at your customers, including service technicians, managers and other team members, with digital, real-time visibility of equipment information. Operators or technicians can log cases and collaborate with the OEM’s service team, all from an integrated, easy-to-use mobile application and a web portal.
It gives the OEM’s service team the ability to connect, visualize and act on the customer’s issues within the defined Service Level Agreements (SLA).
01
Performance Monitoring and Predictive Maintenance
Telemetry from the equipment itself, turned into dashboards and thresholds people act on, with digitized routines and inspections that follow what the equipment is actually reading.
- Asset Connectivity
- Proactive Alerts
- Asset KPI Monitoring
- Actionable Insights
- Real Time Dashboards
- Digitized Service
- Automated Inspections
- Work Order Management
- Condition-Based
- Schedule-Based
02
Service Management and Knowledge Portal
Ticketing, allocation, scheduling and reporting across the whole request queue, with the procedure the shift needs in a format they can search on the floor.
- Integrated Ticketing
- Case Management
- Technician Allocation
- Customer Onboarding
- Quotes | Proposals | Service Reports
- Content Hub
- How-to Videos
- Training Manuals
- Self-Service Knowledge Artifacts
- Regulatory Compliance
03
E-commerce and ERP System Integration
Ordering built into the service application, with 3D views so buyers pick the right item, reading the systems of record you already run so nothing is keyed twice.
- Spare Parts Ordering with 3D Views
- RSPL Provision | Wishlist
- Orderable Parts
- Track to Delivery
- Payment | Shipping
- Inventory | Cost
- ATP | CTP Checks
- View Sales Orders | Work Orders
- Bills of Material
- Any ERP, One Integration
Who benefits from iSERV
Three Roles, One Record.
The same fault looks different depending on who opens it. Each role gets the view, and the actions, that belong to their own job.
OEM Service Technicians
Get the machine’s live data and fault history before you travel, talk to the customer in one thread, and follow the procedure and parts list on your phone.
See the viewOEM’s Customer’s Operators
Report a fault on the machine where it happens, follow the how-to guides, see which engineer is coming and when, and order spares from the same app.
See the viewThe challenge
After the Machine Ships, You Go Blind.
The equipment is on someone else’s floor, running shifts you cannot see. Every hour it is down is your reputation, and most of the delay happens before an engineer has even been told.
01
Breakdowns Nobody Saw Coming
Machines fail between planned services, and the first anyone hears of it is a stopped line.
02
Nowhere to Raise a Query
Calls, emails and messages arrive on four channels and none of them creates a record that anyone owns.
03
Manuals the Shift Cannot Use
The answer exists in a printed manual the operator cannot search while the machine is down.
04
Three Visits for One Fault
Engineers turn up without the right part, and the customer sits idle until a second trip can be arranged.
Connect, collect, visualise, predict, act
From the First Alert to the Part on the Van.
iSERV runs the whole service loop on one record, so the alert, the engineer, the fix and the part all belong to the same asset.
Monitor
The Machine Stops Being a Black Box
Connectivity, KPI monitoring and real-time dashboards, so you and your customer read the same live numbers.
A connected assetOne record per machine, open to your team and theirs.
Predict
Act Before the Line Ever Stops
Proactive alerts and automated inspections raise the work order while the machine is still turning.
A planned work orderRaised ahead of the stoppage, not after it.
Resolve
Close the Case Inside the Agreement
Whatever route the customer took to reach you, the request becomes one record with a name and a timer against it.
A closed caseOne owner, one clock, one signed record of the fix.
Reorder
Order the Part From the Same Screen
The spare is bought against the machine that raised the fault, with stock and price straight from your ERP.
A part on its wayBought against the asset, tracked to delivery.
On the shop floor
The Screens Your Customer Actually Opens.
Persona-based dashboards, so a supervisor, an operator and a plant manager each land on the view that answers their own question — plus the desk your own people run the queue from. These are the iSERV screens themselves, so you can read them before the demo. Every dashboard is customizable to your own manufacturing, equipment and service needs.
1Supervisors and operators
OEE Dashboard
Enables supervisors and operators to monitor and accelerate production processes and asset performance.
- Asset connectivity
- Asset monitoring with OEE
- Root cause analysis
- Quality assurance
Line overviewOLE 47.95%, 13 alerts
2The production floor
Machine Uptime Analytics
Enhances actionable insights into the operational status and availability of machines on the production floor.
- Tracking machine availability
- Downtime analysis
- Resource optimization
- Proactive alerts, alarms and notifications
Toyo 2APredicted failure zone
3Plant managers
Performance Insights
Provides a comprehensive overview of key performance indicators (KPIs) related to manufacturing efficiency and quality.
- Data visibility in persona-based dashboards
- Data-driven decision-making
- Enhanced performance
- Benchmarking and continuous improvement
Toyo 3B quality89.71%, risk medium
4Your customer’s plant team
Service Desk
The view your customer signs in to: the machines under contract, every case they have raised and where it stands, which of your engineers is on it and when the visit is booked, with the next request one tap away.
- Raise a request against any machine
- Every open case and its status
- Who from your team is on it, and when
- Order the spare from the same ticket
WO0526400218Open, due 29 May
5From the ticket to the cart
Spare Parts Ordering
The case that found the fault opens the parts list for that machine. The buyer picks the part off a 2D or 3D model of the assembly, sees the price and availability your ERP reports, and orders it without leaving the ticket.
- Searchable parts list with 2D and 3D views
- Price, availability and location from your ERP
- Cart, shipping options and digital payment
- Order tracking from placement to delivery
iserv.ithena.ai / order-partsJG
Order parts · Motor×
Search
Parts list
eq_91_0000.asmEQ_91_0010EQ_91_0011EQ_91_0020EQ_91_0024EQ_91_0030EQ_91_0033EQ_91_0035EQ_91_0039 Selected part EQ_91_0033 Add to cartAC-Part-EQ_91_0033Proofer-Part-NT26720
$25Add to cart
Parts 25
Cart
Part nameQtyActions
EQ_91_00331+ − 🗑
Order itemsClearClose
CartEQ_91_0033 · $25 · ordered
Take the controls
Prefer to Drive Them Yourself?
We will hand over the keyboard in a live environment and answer whatever comes up as you click.
In their pocket
And the App Your Customer Never Puts Down.
The dashboards above are for the desk. This is for the person standing at the machine: they scan its QR code, log the ticket with the photo, and open the right manual or how-to video on the spot, while your service desk sees it the moment it lands. Self-servicing at your fingertips, on iOS and Android.
Service Support
- Self-guided content: Access comprehensive tutorials, FAQs, and how-to guides for independent troubleshooting and maintenance
- Integrated ticketing & case management: Log, prioritize, and track service requests with real-time updates and transparent communication
- Remote collaboration with AR/VR: Utilize AR/VR technologies for real-time, virtual assistance and guidance, reducing downtime and enhancing efficiency
Knowledge Portal
- Knowledge artifacts for self-service: Troubleshooting guides and FAQs for independent issue resolution
- Content hub with document management: Centralized repository for manuals and technical documents, ensuring easy access and updates
- How-to videos & machine schematics: Visual guides and diagrams for understanding equipment operation and maintenance
Service Operation
- Customer onboarding: Comprehensive training and support for smooth integration of our services
- Technician scheduling & routing: Optimize technician deployment with real-time data and intelligent algorithms for efficient service
- Enhanced service experience: Proactive communication, real-time updates, and personalized interactions for exceptional customer satisfaction
Aether AI Platform
Ask the Installed Base a Question.
Aether sits on top of iSERV. Put a question to it in your own words and it comes back with the finding, the visual behind it, and the button that acts on it.
iserv.ithena.ai / aetherJG
YouWhich assets lost the most hours to unplanned stops last quarter?
Aether
Four assets account for 78% of unplanned downtime. Line 3 leads on glue-missing stops.
Unplanned downtime by asset · last quarter
Raise 4 work ordersOrder the seal kits
NLP-Driven Chat
Ask about a machine, a ticket or a component in plain language and get the answer back.
GenAI-Powered Insights
Summarised findings across service history rather than raw rows to read.
Real-Time Visualization
The answer comes back as a chart of current data, not a static export.
Multi-Source Data Integration
Equipment telemetry, case history and commerce, answered in one place.
Enterprise-Scale Intelligence
Built for whole installed bases, with role-based access to what each user may see.
Agentic Actions
It can raise the case or start the order it just recommended.
Success stories
Discover iSERV Success Stories.
Two deployments, two very different machines, and the same starting point: no live view of equipment once it left the factory.
Metal forming and forgingPredictive maintenance
Deploying ITHENA’s iSERV to Enhance Operations at the Leading Metal-forming and Forging Company
The client, a frontrunner in the metal forging sector, aimed to embrace data-driven manufacturing to enhance plant efficiency. Implementing iSERV in their machinery facilitated real-time access to critical equipment parameters via personalised dashboards, empowering users to conduct predictive maintenance activities. Additionally, iSERV enabled users to access a knowledge repository and provided self-help videos and manuals for enhanced operational effectiveness.
18%enhanced efficiency
Read the case studySampling and analysisSmart service application
iSERV, ITHENA’s Smart Service Application for the World’s Leading Sampling Expert
Our client offers sampling and analysis techniques to customers around the globe that enables them to increase production efficiency and output. The client was facing frequent breakdown in machines that required easy information manual for the customers. Also, there was no unified platform to raise queries and concerns to get a quick resolution. ITHENA’s smart service application, iSERV, monitored the performance of equipment and enabled predictive maintenance for the customer. With iSERV, the client is able to quickly identify performance issues before downtime.
38%customer satisfaction
Read the case studyGet started
Ready to Elevate OEM Profits?
Bring your own machines and a month of tickets. We will show you what iSERV does with them, in a working session rather than a slideshow.
Talk to us
Book Your iSERV Walkthrough.
Tell us what you build and who looks after it in the field, and we will come back with a time that suits your team.