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It is common for 4me customers to outsource the setup and maintenance of their 4me accounts to a 4me partner organization. To facilitate this, the customer can share the Account Administrator role of its 4me...
Category: Outsourcing
Another advanced SLA tracking feature has been added to the unique SIAM capabilities that 4me offers. As with any of 4me’s advanced features, this one is also best explained using a simple use case. In...
It is now common for 4me customers to manage hundreds of SLAs in their 4me account. For managed service providers (MSPs) that use 4me the number of SLAs is typically in the thousands. Because of...
When a customer has linked its 4me account with the 4me account of an external provider, and the provider has registered an SLA for the customer, then the customer is able to see the service...
The unique ability that allows 4me customers to link up their 4me accounts with the 4me accounts of their managed service providers (MSPs) can be found in the ‘Account Trusts’ section of the Settings console. ...
When a template is applied to a request, this template can cause several custom fields to be added to the request. This happens when a UI extension is linked to the request template. In the...
4me, and its UK partner Revo 4me Services, is now providing Enterprise Service Management (ESM) in the cloud to leading health insurer VitalityHealth. The 4me service integrates with multiple IT suppliers and service providers within...
The target definitions of a service level agreement (SLA) are specified in a service offering. This makes it possible for providers to define multiple service offerings for each of their services. A provider may, for...
Another unique collaboration feature has been added to 4me. This new feature makes it possible to include tasks in a change workflow that automatically register a request as soon as their predecessors have been completed. ...
The new pricing structure that was unveiled during last week's 4me Connect 2020 event includes one plan that is completely free. This Freemium plan makes it possible for a support organization to set up a...
The release that went to production this past weekend included an improvement for Affected SLA export files. The following eight columns have been added to these export files: Customer ID Customer Service Level Agreement ID...
In a recent research report Information Services Group (ISG), a leading analyst firm, names 4me as the rising star in Service Integration and Management (SIAM), also known as multi-provider management or multi-sourcing. The report focuses on...
The time entry export files are especially important to some service providers because much of their revenue depends on them. That is why these export files are treated with extra care to make it as...
The ‘All Organizations’ view lists internal, external and trusted organizations. This has created a need to easily distinguish between these different types of organizations. When a specialist opens an organization record of a supplier or...
To help managed service providers (MSPs) establish more reliable integrations between 4me and their billing system, the Effort Class ID column has been added to the time entries export files. This new column contains the...
It recently became possible to add information to the organization records of external customers and external providers. Because some providers have many external customers, there is now a need to efficiently add information to the...
The Time spent field of a request, problem, change task or project task now becomes required whenever text has been entered in the Note field. Some organizations, however, require a note that justifies the effort...
When a managed service provider (MSP) has linked its 4me account with customers that have their own 4me account, they are able to relate the organization records of those customers to their SLAs, but they...
This past year has once again been exciting for 4me. We were able to welcome more enterprises and service providers as customers than ever before. To keep up, we welcomed several new partners and team...
Three new reports have been added to the 'Reports' section of the Analytics console. These reports make it easy to look up the number of requests that are linked to a service instance of an...
A new requests view has become available in the Records console. This view makes it easy for support organizations to look up all requests that were passed to external providers. The name of the view...
Earlier this year, ISG already announced that they reviewed the capabilities of the 4me service for the support of IT Service Management (ITSM) processes and the Service Integration and Management (SIAM) approach. Their research concluded that...
We are excited to announce that 4me has received the “SERVIEW CERTIFIEDTOOL” award. SERVIEW, an independent consulting firm headquartered near Frankfurt in Germany, helps organizations define their technology needs and provides staff training in industry standards. Continue...
After a request has been saved for the first time, it was no longer possible to select a different person in the Requested by or the Requested for fields. That was intentional, because the person...
When a request is passed from the 4me account of a customer organization to the 4me account of one of its providers and this provider sets the status to ‘Waiting for Customer’ or ‘Completed’, then...
4me Connect 2019 has come to an end. We welcomed delegates from over 20 countries aboard the ss Rotterdam. A record number of people attended the training sessions during the first day of the event....
4me and Stefanini, a global provider of technology services, have entered into a strategic worldwide partnership. This partnership makes it possible for Stefanini's customers to collaborate seamlessly with Stefanini on all services that Stefanini provides...
4me is recognized as a "Rising Star" in the latest edition of the ISG Provider Lens™ report for 2019. The report looks at the ability of IT Service Management (ITSM) and Service Integration and Management...
Many enterprise service management tools claim to be SIAM compliant, but most are not. This white paper explains which requirements must be met to be SIAM compliant and how this can be tested. Continue reading
Last week it became possible for an enterprise customer to allow a managed service provider (MSP) to register requests for the customer’s specialists, without having to make the customer’s Service Desk Analyst role available to...
Service provider organizations, whether internal or external, may have some customers with which special arrangements have been made. In such cases, it can be important to inform specialists about this when they are about to...
In the past, when an enterprise organization and one of its managed service providers (MSPs) each had their own 4me account, and a specialist of the customer organization would call the MSP to report an...
4me now offers service desk managers the information they need to track the quality of the support that their teams provide. When they go to the Analytics console, they will find a new option on...
Requesters are encouraged to let their support organization know whether or not they are satisfied with the way their requests were handled. To capture more responses, the ability to provide feedback is now available from...
In 4me Self Service, employees can submit requests on behalf of a colleague. Quite a few managed service providers (MSPs) are using 4me's Self Service capabilities to allow their external customers, which do not yet...
Specialists of a trusted account can review a change when it includes a task that is assigned to a team of this trusted account. To avoid the unintentional sharing of the notes and attachments of...
Earlier today, at 4me Connect 2018, Service-Flow and 4me announced that 4me is now fully compatible with Service-Flow’s ONEiO SaaS integration hub. This maximizes the number of managed service providers that 4me customers are able...
One of the capabilities that makes the 4me service so unique is its support for SIAM (service integration and management). 4me makes it possible for organizations to work together on the support of services. From...
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...
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...
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...
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...
