A small improvement has been made for people who are working with problems. When a problem is opened in View mode, they will notice the Created field. This allows everyone to see when the problem...

The Search bar has been added to Self Service. End-users can use it to search through all the FAQs and standard requests that are available to them. What makes this search capability special is that...

Give this a try: Drag a file to a request and drop it onto the Note field. The file gets uploaded as an attachment. You can also do this with multiple files. You will notice...

The REST API of the 4me service has been extended to make it possible for developers to maintain the one-to-many as well as the many-to-many links between records. Since it has recently become possible to...

Yes, that's right. Now you can link more than one configuration item to a request. If, for example, there are a few PCs that need to be moved or there are some servers that need...

Organizations can save themselves a lot of frustration, time and money when they do not try to register the technical attributes of their configuration items in their CMDB (see Afraid of the CMDB?). It is...

More and more, organizations are using UI extensions to ask their users to define their requirements by filling out some required fields. That can dramatically improve the efficiency with which standard service requests get processed....

Another improvement of the UI Extension functionality has been released. This one significantly improves the presentation of the fields that organizations have added to their requests. In the past, the additional fields were presented in...

This year's customer advisory board meeting was again a great success. The customers attending this 2-day event gathered on a quiet island in Italy. There they explained how their specific business environment caused them to...

The releases of the past two weekends were focused on making the 4me service even faster. Don't get too excited, though. We are talking about milliseconds here. Performance tuning is something we dive into whenever...

The other day I came across a Forrester report with the intriguing title Beware Of The SaaS Trap (membership or payment required). It calls out the common practice of rebranding legacy software offerings as SaaS...

Here's a new feature that you can use to bring more consistency and efficiency to the way support specialists handle specific types of requests. The new Instructions field of request templates can be used to...

Approval tasks are included in automated workflows to obtain digital sign off on changes from the necessary approvers. A new feature has just been added that dramatically increases the flexibility of an organization's approval process....

As a SaaS provider with users around the globe, privacy and security get the highest priority with every release. Earlier this month we announced the Safe Harbor certification of the 4me service to meet the...

You probably noticed that each note is now accompanied by the picture of its author. That allows users to find the notes of a specific person more quickly. But did you already see the little...

It is important that all stakeholders (especially the requesters) can track the progress of their requests. When specialists add notes to requests, this really helps. Their notes indicate that the requests are being worked on....

Companies with IT departments in multiple countries typically have one 4me account for each IT department. In such environments, the end-users of each country are registered in the 4me account of their local IT department....

Organizations with operations in the European Union and Switzerland need to be able to demonstrate that they provide adequate protection for the personal data that they store in the 4me service. This is a requirement...

Industry analyst The ITSM Review did something really clever recently to find out whether ITSM tool vendors are aligned with their customers. To find out, they asked 19 different tool vendors how customizable their ITSM...

Another small improvement has been added to the UI Extensions functionality. This improvement makes it possible to give each UI extension a title. The Title field is located just below the Name field on the...

What makes the Service Desk console so powerful is that it proactively provides service desk analysts with the information they need while they are interacting with a user. One important piece of information was missing,...

Now that you can make the Asset field available in Self Service so that end-users can select a configuration item, you may want to make this field required for certain types of requests. We have...

When you are editing a request template, you may notice that a checkbox has been added just below the Configuration item field. You can check this box if you want end-users to be able to...

A number of organizations are already making good use of UI extensions. It helps them increase the efficiency, quality and predictability of their Request Fulfilment process. The Snippet functionality is especially useful when creating a new...

There's good news for those of you who are using UI extensions to add small forms to 4me's user interface. Now you can quickly add date fields, date and time fields, or just time fields to...

Task templates are used extensively to define standard workflows for the Change Management and Request Fulfilment processes. To make these workflows more dynamic, three assignment options have been added for task templates. The first is...

A new role has been added.  It is called the Key Contact role.  An account administrator can give this role, for example, to the manager of each department that relies on the services provided by...

UI extensions are used to create custom forms. These custom forms are then linked to request templates. End-users are asked to fill out such a form when they select a request template that is linked...

The REST API has been extended to cover the Broadcast functionality. Now you can build integrations to automatically broadcast messages to your end-users and/or specialists. For example, when a monitoring tool has detected that the...

When you open the Affected SLAs section of a request, you will see that the affected SLAs of the providers that you work for are highlighted. The highlight color indicates how close the next SLA...

The KPIs that are available in the Analytics console can be filtered by multiple dimensions, such as Status, Team, Category, etc. When you open one of the KPI graphs that is based on request data,...

Organizations with advanced knowledge management requirements will be excited to hear that the most advanced cloud-based service management service now has a standard integration with RightAnswers, the most advanced cloud-based knowledge management service. The developers...

When a support team is planning some maintenance on a service, it would be great if you could let the users of the service know about this. Because we just added the Broadcast feature, you...

Account administrators already know how easy it is to prepare a new calendar in 4me. This calendar can then be used as work hours for a team, support hours for a standard service request, service...

Monitoring tools are very useful because they can detect that something has gone wrong even before end-users start calling the service desk. By passing the events from system management applications to 4me, a request gets...

Some organizations have already been using the 4me service for several years. Each year, their list of Holiday records has grown a little longer. To help you focus on the holidays that are still relevant,...

In the views of the Records console, the color behind the targets of requests, problems and tasks now varies depending on how close they are to their due date. The colors and thresholds in these...

If you want to take a look at the changes that are currently progressing through the change management process, you can go to the Records console and open the "All Changes" view. This view can...

Thanks to a recent improvement in the Analytics console, external service providers (ESPs) get a lot more value out of their request and incident management KPIs. This is best explained with an example. Let's say...

Many support organizations have an intranet or internet site where they describe the services they offer. Now they can include hyperlinks in these descriptions that point their customers to the appropriate request template in Self...

Problem managers have access to a special requests view in the Records console. This is the "Requests for Problem Identification" view. If you are a problem manager and you open this view, you get a...

The reason why 4me is capable of measuring SLAs accurately up and down the service hierarchy and across organizational boundaries has a lot to do with the Service Instance record type. We recently added the...

4me provides special features that allow IT support organizations to work together more effectively with their external service providers (ESPs). One of these features ensures that, when an ESP completes a request, this request is...

The workflow of a change can consist of many tasks. Some of these may ask for information that is relevant for other tasks later on. For example, during the risk and impact analysis a specialist...

4me automatically assigns a resolution target to requests. The SLA information is used to calculate these targets. There are situations, however, where a request needs to get resolved ASAP regardless of what has been agreed...

Even though many IT departments in the Middle East use English as their internal language standard, their end-users need to be able to submit requests in their preferred language. Many large multinationals and governments are...