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Two weeks ago, a new ‘Phase’ filter option was added to reports related to workflows that are not yet completed, such as ‘Open Workflows by Manager’ and ‘Open Workflows by Service’. It only made sense...
Category: Reporting and Analytics
A few weeks ago, the new workflow status ‘In Progress’ was introduced, replacing the old statuses ‘Risk & Impact’, ‘Approval’ and ‘Implementation’. This means that whenever a workflow task of the category ‘Risk & Impact’,...
A new report has been added to the ‘Reports’ section of the Analytics console, called ‘Registered Requests by Site’. This report shows the number of requests registered in a given time interval, grouped by site....
In most column and line charts, a new visualization option ‘Show horizontal line at…’ is now available. Selecting this option prompts the user to enter a number. A horizontal, dashed line is then added to...
Based on the service hierarchy, the 4me service provides a sophisticated mechanism for generating accurate real-time SLA reporting. The input for the SLA reports is the affected SLA records (ASLAs), which are automatically generated when...
Four new reports have been added to the ‘Reports’ section of the Analytics console. These reports provide overviews of the internal, external, and trusted organizations that are visible to the account the person is currently...
Six new reports have been added to the ‘Reports’ section of the Analytics console. The first of these, the metric ‘People’ report, shows the number of people of the account the user is currently working...
A new filter has been added to four task-related reports. The ‘Template team’ filter shows only those tasks that were assigned to a specific team, as defined in the task template. This filter can be...
Two new reports have been added to the ‘Reports’ section of the Analytics console. The ‘Actual Versus Planned for Open Requests’ report compares the time spent on the requests to the planned effort of open...
Several of 4me’s customers have requested the possibility to schedule exports of dashboards and send these as a PDF file in an email to internal or external stakeholders. It was, as a matter of fact,...
Earlier this year, the customer representative(s) of an SLA were given more privileges in 4me. Since then, they are able to see the ‘All Requests’ section in 4me Self Service and also have access to...
It is now possible to add a description to any of the dashboards of the Analytics console. When editing the dashboard, a description field is now available. As this is a rich text field, the...
The watermelon effect: This beautiful metaphor first popped up in the service management world during the early 2000s, and how relevant it still is! Anyone who has been involved in outsourcing services for a while...
Pie charts, donut charts, and (ungrouped) bar charts can now show either absolute numbers or percentages. For this, the option ‘Show percentage’ is added to these reports. When placing the mouse pointer over any of...
Two new reports are available from the ‘Reports’ section of the Analytics module: ‘Completed Requests by Hour’ and ‘Completed Requests by Day and Hour’. These reports can give insight to management whether the actual work...
An Interview with Thomas Fruhstuck — Chief Information Security Officer at 4me Thomas Fruhstuck is the primary contact for 4me customer’s information security and compliance officers. In this role, Thomas makes sure that 4me is...
Reports in 4me can sometimes be displayed in several different ways, one of them being a Donut chart. Just as a Pie chart, it displays data as a circle where each segment represents a part...
When a user wants to see data related to a specific organization, it is possible to filter a report or other relevant records by that organization. If that user also wants to see data from...
Three new reports that are related to the Activity Monitor have been added to the ‘Reports’ section of the Analytics console: Logins agingPasswords agingCoverage of 2FA and When drilling down into the data of these...
Directory administrators can see the activity and usage of the people registered in their directory and support domain accounts in the ‘Current Usage’ section of the Settings console. A new column has now been added...
When viewing a report, creating a dashboard, or even when searching for a specific record: being able to filter on a date or date range is often fundamental for selecting the required data. 4me’s date...
Two metric reports have been added to the ‘Reports’ section of the Analytics console. The ‘Services’ report shows the number of enabled services visible to the given account and the ‘Service instances’ report shows the...
Surveys are a great way for organizations to receive feedback about the user experience of their services. It is now possible to create shareable links and QR codes to invite users to fill out a...
Two new reports have been added to the ‘Reports’ section of the Analytics console: ‘Service Cost’, showing the total costs of all services within a selected date range, and ‘Service Cost by Service’, showing the...
The ‘Service Insight’ section has been added to the Analytics console. Service Insight provides an overall picture of an organization’s service landscape. Intended mainly for senior management, it provides the user with a dashboard for...
In the ‘Reports’ section of the Analytics console, several reports can be found that present data about SLA targets that were either met or violated. To give organizations better insight into the specifics and numbers...
To accurately determine the amount of time spent on changes and compare that to the time that was planned to be spent on them, it is important to also include time spent on related requests...
Time entries can sometimes be visible between trusted accounts. For example, when a time entry is registered by a specialist of a service provider for a change or project task that was assigned by a...
More sharing options within the account have been created for dashboards. So far, it had only been possible to keep a dashboard private, or make it visible to anybody of the account who has access...
It is now possible for a person with the Key Contact role to view dashboards directly from 4me Self Service. For this, the dashboard needs to be shared using a new setting that is available...
People with the Specialist role can edit their own dashboards, while people with the Account Designer or Account Administrator role can edit all dashboards. To avoid that a dashboard is edited without the knowledge or...
It is now possible for organizations to define the region of their trusted and external organizations. This allows MSPs, for example, to group their customers into regions and generate reports not only on individual customers,...
It is now possible for organizations to receive quantitative feedback from the users of the services about the perceived quality of those services. Account designers and account administrators can create surveys for people to rate...
Reports in 4me can contain several series of data at the same time, presented in different graphs, sometimes even of different types. While this is a very powerful way to present data, it sometimes helps...
To give organizations more insight into how time was spent within a specified date range, and what the accumulated cost for that time spent was, four new reports and two new filters have been added....
When the Financial Manager role was introduced, it was authorized to maintain the information in the ‘Financial Details’ section of product, CI and person records. From the account’s Records console it could only access the...
To give insight into how request registrations are distributed over time, two new reports have been created: ‘Registered Requests by Hour’ and ‘Registered Requests by Day and Hour’. Organizations can use the information these reports...
Reports, including all selected filters and other presentation options, can now be directly added to existing or new dashboards. This eliminates the need for a specialist to recreate these choices when the report needs to...
As most changes consist of several tasks, it can be interesting for an organization to gather data about the completion duration of the individual tasks. Two new reports have been created for this purpose. The...
A new filter has been added to the SLA reports that can be found in the ‘Reports’ section of the Analytics console. This new filter is called ‘Request source’. It can be used to limit...
It was already possible to use a filter for change views and reports on ‘Requester organization’. Now it is also possible to apply this filter on task views and reports. This enhancement gives service providers...
SLA reports show both the target and actual level of service provided for the KPIs ‘Availability’, ‘Reliability’, ‘Responses within target’ and ‘Resolutions within target’. For people who want to know exactly how the actuals are...
The Organization Region filter on dashboards now allows the selection of the region from any of the following organizations: Organizations registered in the dashboard’s account and its directory account; Organizations that are the service provider...
The filter 'Desired Completion' has been added to all request views and reports. This filter can be used to exclude all requests, except for the ones that have a value in their Desired completion field...
With over 350 standard reports available in 4me's Analytics console, it is understandable that people have been asking how the data points presented in the reports are calculated. For most reports this is almost self-explanatory,...
A new report has been added to the 'Reports' section of the Analytics console. The new report is called 'SLA Availability'. It offers a graphical representation of target and actual availability over time. The data...
The 'Organization Navigator’ section has been added to the Analytics console. This new section makes it possible for people using the 4me Specialist Interface to get an overview of their organization's structure. The navigator can also...
The ‘Reports’ section of 4me’s Analytics console already offers organizations well over 300 standard reports that people can filter and group to meet their specific needs. Now 3 deceptively simple-looking metric reports have been added...
When a new 4me account is configured, one of the options the account owner can set is the weekday on which each week starts. This is typically Sunday or Monday. What is new is that...
There are a few reports that make it easy for service provider organizations to see if there are any requests from customers on which they are spending an exceptional amount of time. These reports are:...
Reports that are based on data from open requests, problems, releases, changes, change tasks projects and project tasks could already be filtered using a filter called ‘Target indication’. All of these reports can now also...
It has been a while since the ability to filter reports by custom field values was introduced. Now that it is has become possible to group the data in a report by a filter, it...
Several customers indicated that they would like to be able to filter views and reports by service owner. That is why the 'Service owner' filter has now been added. The 'Service owner' filter is available...
An important new analytics capability has been added that makes it possible to break down the data in a report by the same values that can be selected when a filter is defined for a...
A new analytics feature has been added that makes it possible to transform a horizontal bar chart into a pie chart or vice versa. There are already many horizontal bar charts and pie charts available...
People who have the Key Contact role are able to access reports in 4me Self Service and the 4me App, provided that reports have been activated in the ‘Self Service Settings’ section of the Settings...
A useful filter has been added for configuration managers. The new filter is called 'Product category rule set'. This sounds fairly complicated, but 4me account administrators will recognize the term 'rule set' from the 'Product...
The ability to create shareable dashboards URLs has been available for nearly two years already. Now an extra privacy feature has been added to ensure that a shareable dashboard URL cannot be used indefinitely. When...
A few more reports have been added to help configuration managers prepare their dashboards. The reports that were added can be found in the 'Reports' section of the Analytics console. They are called: Configuration Items by...
The filter 'Knowledge article' has been added to the following two reports to make it possible to track the feedback received on a specific knowledge article over time: Negative Feedback on Knowledge Articles Positive Feedback...
Many support organizations have mounted large screens in common areas to display 4me dashboards that help employees stay informed of the current situation. These dashboards are placed in full screen mode so that they take...
The filter 'Serial number' has become available in the configuration item (CI) views and reports. Even though it may not be terribly useful to filter the assets in the configuration management database (CMDB) by a...
The filters that are available in views and reports for date fields now make it possible to look up records in which a date field is empty. This allows configuration managers, for example, to identify...
The report ‘Knowledge Article Link Rate’ has been available for quite a while already. It used to track the number of completed requests that, at the time of completion, were linked to a knowledge article....
The 'Customer Reports' section of the Analytics console offers service provider organizations a powerful real-time overview of how well they are performing for each of their customers. The bottom section of each monthly customer report...
The SLA reports that are available in the 'Reports' section of the Analytics console can now be filtered by business unit. When a business unit is used as a filter, the report includes only the...
The change views in the Records console and the change reports in the Analytics console can now be filtered by 'requester organization'. The requester organization of a change is defined as the organization of the...
An important financial management report has been added. It is called 'Cost of Time Spent by Service'. This report shows how much a service provider is paying per service for the time its people spend...
There were already quite a few reports that visualize a breakdown of completed work in a pie chart. A typical example is the report 'Completed Requests by Category'. But customers have asked for similar reports...
It was already possible to filter project tasks by team, but most project tasks are assigned directly to individuals. Now that the 'Assignee' filter has been added for the project task views and reports, it...
When people go to the Analytics console, they will notice that the 'KPIs' section has disappeared. This section had become obsolete when all KPI graphs also became available in the 'Reports' section. These standard reports...
When finalizing the conversion of the graphs that were available in the 'KPIs' section of the Analytics console, customers noticed that there were four that were not yet available in the 'Reports' section. These reports...
Two new reports have been added to help organizations generate an overview of amount of time, and the number of times, work is performed for each service. These new reports can be found in the...
All graphs that were available in the 'KPIs' section of the Analytics console are now available in the 'Reports' section. The advantages of having standard reports available for the KPIs are: standard reports offer more...
Organizations with operations at many geographically dispersed sites may find it useful to see whether there are considerable differences in support performance between sites. The following two reports have been added to the 'Reports' section...
Several new reports have been added to the 'Reports' section of the Analytics console to help organizations generate an overview of the records that are in danger of not meeting their target. The following two...
A new knowledge management report has been added to the 'Reports' section of the Analytics console. This report can be used by support organizations to see how actively knowledge articles are being added and maintained...
It has long been possible for service providers to give their key contacts the ability to access some reports in 4me Self Service or the 4me App. These reports already allowed key contacts to click...
Three new date filters have been added for the configuration item (CI) views and reports. These filters make use of the following date fields and have the same name: License expiry date Start date (=...
The filter 'Service level agreement' has become available for the service instance and service offering views. This makes it possible to quickly look up the service offering or service instance of a specific SLA. The...
When a request is initially linked to a service instance, but is later linked to another service instance that is not hierarchically below the previous one, the affected SLA for the first service instance is...
To allow organizations to track the success of their change and project management processes more easily, two reports have been added to the 'Reports' section of the Analytics console. These reports track the following KPIs:...
Support organizations are now able to add another interesting report to their SLA tracking dashboards. The new report that has been added to the 'Reports' section of the Analytics console is called 'Outage Duration by...
Two new SLA reports have been added to the 'Reports' section of the Analytics console. The first is the 'Current SLA Targets' report. It shows the number of affected SLAs of the support organization that...
The following four reports have been added to the 'Reports' section of the Analytics console to help organizations keep track of their SLA performance, as well as the SLA performance of the service providers they...
It has been possible for some time already to hand over the support responsibility for a configuration item (CI), which is registered in the 4me account of its financial owner, to a team of a...
To allow organizations to track more KPIs on their dashboards, two more reports have been made available in the 'Reports' section of the Analytics console. These two new reports look for requests that have been...
A set of eleven line charts has been added to the 'Reports' section of the Analytics console. These standard reports can be found there under the following names: Registered Requests Completed Requests Registered Knowledge Articles...
Since it became possible to create custom dashboards in 4me, customers have been asking for the possibility to add the KPIs, which are available in the 'KPIs' section of the Analytics console, to their dashboards. ...
The ability to make reservations in 4me has triggered the need for some reports. To satisfy this need, the following reports have been added: Reservations by Configuration Item Reservations by Person Reservations by Reservation Offering...
A few months ago it became possible in 4me to easily distinguish between internal, external and trusted organizations. The next logical step would be to allow the organization views and reports to be filtered by...
It was already possible to filter request views and reports by 'Satisfaction' to look for requests with a dissatisfied requester. But it was not yet possible to reduce the number of requests further to those...
There are some date range filters for which it makes sense to specify a date range in the future. Think for example of the 'Completion target' filter for change views, or the 'Expiry date' filter...
Now that it has become possible to report over much longer date ranges, the need to track trends by quarter has cropped up. To make this possible, the interval option 'Quarter' has been added. This...
Two more filters have become available for the configuration item (CI) views and reports. The new filters are called 'User' and 'User organization'. The 'User' filter makes it possible to look up the CIs of...
It is common to place the same report multiple times on the same dashboard. Different filters can then be applied to each version of the report to ensure each conveys different information. For example, the...
It has been a while since the introduction of dynamic filters for views, reports and dashboards. Now, one more dynamic filter has become available. It is the 'Current account' filter, which can be used to...
The Add Reports button of a dashboard now becomes inactive when the maximum number of reports has been added to the dashboard. This small usability enhancement is intended to make it clear when no more...
Organizations that are using release records to group some of their changes are now able to filter the views and reports for changes and tasks by release. This can be useful for release managers if...
In the past, the date range filters that could be applied to the reports available in the 'Reports' section of the Analytics console limited date ranges to 13 months. This allowed organizations to report on...
A few more date range filters have become available. These new filters have become available for the views and reports of the following record types: Requests Next target Problems Analysis target Releases, Changes, Tasks, Projects...
Some service owners may want to analyze their performance in great detail. One way to do this is by opening the report 'Percentage of SLA Resolution Targets Met and Violated by Service'. A service owner...
Yet another filter has become available for the SLA reports that can be found in the 'Reports' section of the Analytics console. This new filter makes it possible to filter an SLA report by a...
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...
By default, the option that allows people to submit requests for others used to be switched on in the 'Self Service Settings' section of the Settings console. To avoid surprises for support organizations that are...
To ensure that a consistent naming convention is used, the report 'Applied Request Templates' has been renamed to 'Requests by Template'. Similarly, the report 'Applied Knowledge Articles' has been renamed to 'Requests by Knowledge Article'....
Two reports have been added to the 'Reports' section of the Analytics console. These report can be used to see how often specific types of changes or change tasks are created: Changes by Template Tasks...
Another set of problem management reports has been added to the 'Reports' section of the Analytics console. This set is made up of the following reports: Active Problems by Manager Active Problems by Team Halted...
4me is renowned for its SLA reporting. Before each release, automated scripts test over 100 scenarios to ensure that even edge cases cannot negatively affect the accuracy of the SLA reports. There is one edge...
In the 'Reports' section of the Analytics console there are a number of SLA reports that allow support organizations to look at the average time it takes to provide a response or resolution. These reports...
The 'Service' filter for task views and reports is now a little more intelligent. Rather than only looking for tasks that are part of a change that is linked to one of the selected services,...
When several filters have been applied to a view, the definitions of these filters take up a lot of space at the top of the view. To make more space available for the items that...
The filters that have been applied to a dashboard are visible at the top of the dashboard when it is in Edit mode. In View mode, however, that is no longer the case. When a...
SLA reports can now be filtered by the current value in the Member field of the requests for which the affected SLAs were generated. The Member filter has also been added to the view in...
The filters available in the change task views and reports are now also available in the change calendar. This makes it possible for change managers to focus on specific types of changes or tasks that...
A few more filters have been added to make it possible to reduce a list of change tasks to those that are part of a change that matches specific attributes. Specifically, the following filters have...
Nearly all enterprise organizations that use 4me now have a directory account with multiple support domain accounts. Some have just two support domains - one for IT and another for HR. But there are already...
The reports that are based on the data of Affected SLA records now have two additional filters. These new filters allow the SLA reports to be filtered by the first line team or support team...
When people are preparing a new dashboard they use the Add Reports button to select the reports that they want to see on the dashboard Clicking on the Add Reports button causes a dialog to...
The ‘Knowledge manager’ filter has been added to the knowledge article views and reports. This new filter makes it possible to limit these views and reports to knowledge articles that are related to a service...
To help configuration managers maintain the information about their assets in the configuration management database (CMDB), the following reports have been added: Configuration Items by Site Configuration Items by Location Configuration Items by Service Instance...
The filter ‘Known error’ has become available in problem views and reports to include or exclude the problems in which the Known error box is checked. This makes it possible, for example, to quickly look...
Four new reports have become available for generating visual overviews of the contracts that are registered in 4me. Several contract reports already existed, but now the following reports have been added: Contracts by Category Contracts by...
The report 'Request Completion Duration' has been added to allow support organizations to see how long it typically takes them to resolve requests. This report simply looks at the time it takes for a request...
The following three reports have been added to help organizations keep track of the time they spend on each project, as well as the cost of this effort. Cost of Time Spent by Project Time...
It has become very easy to look up all the task templates that are part of a specific change template or project template. The filter 'Change template' is now available in the task templates views...
The filter 'Completion reason' has been added to the reports that make use of the SLA resolution target data of affected SLAs. This makes it possible to limit these reports to the data from affected...
Another useful report has been released. It is called ‘Time Spent by Request Category Over Time‘ and can be found in the ‘Reports’ section of the Analytics console. This report can be useful for support...
HR departments of large organizations will want to keep track of the wellbeing of their employees during the COVID-19 pandemic. This information will help them to ensure that they are doing everything they can to...
Another filter has become available for the request views and reports. The new filter is called 'Requested for VIP'. This filter makes it easy to limit the requests in a view or report to those...
Three new reports have been added to support the problem management practice of support organizations. The new reports can be found in the ‘Reports’ section of the Analytics console. These three reports are called: Requests...
A very helpful filter has become available for 4me administrators. This new filter allows them to quickly look up all people who have one or more specific roles of their organization's 4me account. This new...
A few basic knowledge management reports have been added to help organizations manage their knowledge articles. The five new reports are: Knowledge Articles Knowledge Articles by Service Knowledge Articles by Status Registered Knowledge Articles Registered...
Now that every provider organization can set up its risk register in 4me to manage their risks, they will have a need to track the performance of their risk management practice. That is why a...
Yet another filter has become available. This new filter is called 'Updated' and it makes it possible to use the date on which a record was last updated to filter the views in the Records...
The request reports have always ignored request groups. The request groups were not counted because they are merely placeholders to which multiple requests can be related. So the request reports only counted requests that were...
Because most support organizations are not only tracking their SLA resolution targets, but also their SLA response targets, the following three reports have been added to the 'Reports' section of the Analytics console: Average Time...
Three new change management reports have been added to the 'Reports' section of the Analytics console. These three new reports are: Registered Changes by Type Open Changes by Type Completed Changes by Type Because organizations...
Two new reports have been added to make it possible for support organizations to create their own dashboards for tracking the performance of their service desk team. These new reports can be found in the...
It was already possible in 4me to filter project views and reports by program. This is important for program managers who want to keep track of all open projects that are part of their program. ...
A few more reports have been added to help configuration managers maintain an accurate CMDB. The reports that were added are: Configuration Items by Service Configuration Items by Supplier Configuration Items by Support Team For...
The filter 'Supplier' has been added to the list of filters for configuration item (CI) views and reports. This additional filter should help configuration managers maintain a clean CMDB as it allows them to check...
Two new filters have become available for the change views in the Records console and for the change reports in the Analytics console. These two extra filters are: Manager organization Service provider
When a specialist enters a value in the Time spent field of a request, 4me generates a new time entry for this person as soon as the request is saved. Such time entries are automatically...
There were already several reports on SLA performance, but all of those horizontal bar charts and pie charts show the performance for a single date range that the user can specify. Because it might also...
The following two reports have been added to allow them to be added to a dashboard that tracks the performance of the service desk: First Call Resolutions by Member Service Desk Only Resolutions by Member...
Many customers have asked for the ability to filter the request views and reports by the person for whom a request was submitted. To make this possible, the Requester filter has been added. This filter...
Two more filters have become available for filtering the SLA reports that are available in the ‘Reports’ section of the Analytics console. The first makes it possible to limit the affected SLA records that are...
When a filter is being defined for a report, the options are limited to the ones that match at least one record that could be included in the report. But when a dashboard is created,...
The'Reports' section of the Analytics console provides quite a number of reports that are based on the Affected SLA records. These reports can be found easily by entering sla in the Search box above the...
Even though requests can only be related to a single service instance, an incident in one service instance may actually affect multiple service instances. That is why it may be more useful for organizations to...
When people applied filters to a view or report, they were not always able to select from all the records of their support organization. The suggestions that would be offered when looking up records to...
There were already two reports that provide an overview of requests by organization, where the organization is the organization that was linked to the person record at the time it was selected in the Requested...
It is now possible to filter the request templates view and reports by the communities that are allowed to use the templates. The visibility options for request templates are 'End users' and 'Specialists', so the...
The service level agreement reports that are available in the 'Reports' section of the Analytics console could already be filtered by the SLA's customer organization. That filter is simply called Customer. The customer of an...
It was already possible to filter requests, change tasks and project tasks by target indication. Now problem views and reports can also be filtered by target indication. To bring the list of target indication options...
Configuration items (CIs) cannot only be related to a service; they can also be linked to a specific service instance of the service that they are related to. Software CIs can even be linked to...
An additional filter has been made available for request views and reports. The filter is called 'Organization region'. It allows support organizations to limit a report to the requests that were submitted for people who...
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...
The ability to filter people by manager became available last week. This week another filter has become available for the people views. The vast majority of enterprise organizations that use 4me set up one directory...
A little while ago it became possible to use the values in the custom fields of UI extensions to filter views and reports. Because some custom fields may have been given the same name as...
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...
The people views in the Records console can now be filtered by manager. The 'Manager' filter was added to make it easy to find all people who have the same manager. By filtering the list...
Two special reports have been added to the 'Reports' section of the Analytics console. These reports are intended to provide organizations the ability to quickly find the changes that are likely to go, or have...
A useful feature has become available for all reports in the 'Reports' section of the Analytics console. This new feature allows people to look up all records that are included in a report. To access...
One of the results from the customer advisory board (CAB) meeting last month was that more knowledge management reports are needed. The report that most people asked for has now been delivered. It can be...
The knowledge article views in the Records console can now be filtered by several extra filters. These include the four visibility options that were recently added (i.e. Internal specialists, Covered specialists, Key contacts and End...
Account administrators and account designers now have an extra view in the 'Dashboards' section of the settings console. This new view is called ‘Dashboards Created By Me’. This additional view makes it easier for them...
4me automatically takes a snapshot of a project each time a new phase starts. These baselines tell project managers whether or not their projects are still on track. A new option has become available that...
The ‘Current SLA Targets’ section of the Analytics console is the best place for a service provider organization to check whether any of their requests are in danger of violating an SLA target. To offer more...
Many reports in the 'Reports' section of the Analytics console are based on data from affected SLA records. From these reports people can drill down into views that list the affected SLA records that were used...
In addition to the earned value charts that have been added to the baseline, there are two more charts available now to help project managers track the progress of their projects. These other charts are the...
4me's support for the Earned Value Management (EVM) methodology has been extended. It now offers two graphical representations that visualize whether a project is progressing as planned. These graphical representations are the Earned Value chart and Earned...
4me already offered managers some reports to keep an eye on the expiration dates of first line support agreements (FLSAs), SLAs and contracts. These reports can be found in the Analytics console under these names: Upcoming...
Because several customers asked for it, 4me now provides administrators the ability to import time entries. This can be useful, for example, for external people who provide their timesheets at the end of each week or...
The UI Extension functionality makes it possible to add custom fields to 4me records. It was already possible to allow people to search through the content of custom fields. Now it is also possible to apply custom...
Another set of time spent reports has become available in 4me’s Analytics console. These reports have been added to make it easier for service provider organizations to identify requests that their specialists have spent a significant...
Two new filters have become available for the problem management reports. The two new filters that have been added are: Team Member These filters make it easy for problem managers, team coordinators, service owners and...
It was already possible to filter request views and reports by configuration item (CI). Now it is also possible to filter these views and reports by the product of the CIs that are linked to...
A useful view has been added to the Records console for requests. This new view is called ‘Requests Created By Me’. When a service desk analyst opens this view, it presents a list of the...
Customers have asked for the ability to filter requests by the person who created them. The creator of a request can be an enterprise employee who submitted a request using the 4me App or 4me...
Two new sections have become available in the Analytics console. They are called ‘Provider Reports’ and ‘Customer Reports’. Each section is a dashboard that provides real-time information about service quality. The first provides information about...
Many quick range options were already available in 4me to make it easy to select one of the most commonly used date ranges for a view or report. But apparently there are a few more...
The new Baseline functionality for projects makes it possible for project managers to identify deviations from the plan as soon as they occur. As project members work on their tasks and enter the time they...
Gradually more and more advanced functionality is being added to 4me for resource planning. It has recently become possible to plan changes and projects more precisely because managers are now able to specify the planned...
When a specialist updates the status of a request to ‘Completed’, 4me’s validation rules determine whether the specialist should link a configuration item to the request. These rules were already quite advanced, but have now...
Another useful filter has become available to help support organizations analyze their data more effectively. All change reports and views in 4me can now be filtered by change template. This filter can be especially valuable...
The views and reports for change tasks and project tasks that are already finished can now be filtered by status. That was necessary because the status of a finished task can be set to five...
The option 'Service Navigator' is now also available in the Actions menu for people who are working in the 'SLA Reports' section of 4me's Analytics console. When this option is selected from the Actions menu,...
When an outage occurred in the beginning of a month, the actual availability value that would be presented in the SLA reports that can be found in the 'SLA Reports' section of the Analytics console...
Two more reports have become available in the 'Reports' section of the Analytics console. They have been added to help provider organizations start the analysis of the requests that were submitted for their services. These...
The time spent reports have been restructured. Rather than having one set of reports for time spent on requests and a separate set of reports for time spent on tasks, the list of time spent...
It has become possible to select one or more business units as a filter for request views and reports. After a business unit has been selected as a filter, the data in the view or...
The value of the following two customer satisfaction reports has improved dramatically because it is now possible to filter them: Customer Satisfaction Service Desk Customer Satisfaction A total of 28 filters have been added to...
The views that contain affected SLA records and the SLA reports have a few more filters now. The filters that were added are: Customer Customer account Provider account The 'Service Provider' filter was already available....
It is now possible for organizations to see how many requests have been submitted using the 4me App. The Source field of such requests used to be set to '4me Self Service'. Going forward, the...
A few more reports have been added for the support of the Project Management process. The new reports are: Open Projects by Customer Open Projects by Manager Open Projects by Program Completed Projects by Customer...
A new feature has been added to make it easy to take a snapshot of a dashboard by printing it to PDF. Such a PDF file can then be shared easily with others without even...
Two more reports have been added to the 'Reports' section of the Analytics console for the change and project management processes. These new reports are: Registered and Finished Tasks Registered and Finished Project Tasks These...
The following list of product reports was recently made available in the 'Reports' section of the Settings console: All Products Enabled Products Enabled Products by Brand Enabled Products by Category Enabled Products by Financial Owner...
Two weeks ago, a few more 'Cost of Time Spent on...' reports became available. Now it has become possible to drill down into the time entries that are included in these reports. What is also...
The Planned duration and Planned effort fields used to provide the ability to enter a number of hours. But since resource planning is becoming more important in many organizations, more precise planning is needed. To...
Some more reports have been added to make it possible to track the time, and the associated cost, that has been spent on changes. These new reports are similar to the ones that were added...
A few more filters have become available for filtering views and reports. For requests, problems, change tasks and project tasks, the Urgent filter can now be used to quickly limit the data in views and...
Two new time tracking reports have become available. These reports make use of the time entry records that are linked to a time allocation record. These are specifically not the time entries that got generated...
A new set of reports has been added for configuration managers. This set is focused on the products that are in use within their organization. The eight new reports that have been added are: All...
A whole new set of aging reports has become available. These reports are similar to the ones that were already available, which are: Open Requests Aging since Registered Open Requests Aging since Last Updated Active...
Many organizations have large screens mounted on their walls so that they can display dashboards on them that keep their staff up to date on their operational performance. To ensure that 4me dashboards can be...
A set of reports has been added to help organizations stay in control of their contracts and agreements. The new reports are: Upcoming Contract Notice Dates Upcoming Contract Expiry Dates Upcoming FLSA Notice Dates Upcoming...
It is possible to specify a date range filter for many reports and views in 4me. The limitation was, however, that the selected date range had to fall within the last 13 month. This restriction...
With the release of the first line support agreement reports, the pickup target was introduced. The pickup target allows service desk teams to measure whether they are picking up requests, which are assigned to their...
The 'is not' filter option has become available for views, reports and dashboards. It was already possible to, for example, filter a requests view by the organization of the requester. The 'is not' filter option...
A number of special filter options have become available. The filter option 'None' is one of these. It is a simple, yet very useful, option. The 'None' option becomes available when filtering on a field...
It is possible for account designers and account administrators to share dashboards with others. When someone else opened a shared dashboard, however, it was not possible for this person to modify the filters that were...
Mertic reports were recently introduced to support 4me's Dashboard functionality. Already another batch of these metric reports has become available in the ‘Reports’ section of the Analytics console. Continue reading
There are three reports available in 4me and one in 4me Self Service (for key contacts) that break down the number of requests by source. In the past, when organizations started using 4me, they would...
All configuration item reports in the 'Reports' section of the Analytics console can now be filtered by product category. The same is true for the configuration item views.
Those of you who have already been exploring the new Dashboard functionality will have noticed a new type of report in the 'Reports' section of the Analytics console. This new type of report is called...
After a filter has been added to a dashboard, it is applied to all of the dashboard's reports that allow this filter to be selected. In some cases, though, one of the reports may need...
It is now possible to apply the 'Service' filter also to the views that list change tasks or project tasks. Even though these tasks are not directly linked to a service, the change or project...
A few weeks ago it became possible to edit filters after they had been applied to a report. This improved filter feature has now also become available for the views. When a filter is applied...
Specialists are now able to create their own dashboards. When they go to the Analytics console and open the ‘Dashboards’ section, they can press the Add button in the toolbar (the one with the big...
When users go to the Analytics console and open the 'Reports' section, they will notice that a new column has been added to the list of reports. This column contains the report type icon. This...
Two new reports have been added to the 'Reports' section of 4me's Analytics console. These two reports are: Completed Requests by Account Open Requests by Account
When a view is opened that lists completed requests, it is now possible to filter this view on the satisfaction response provided by the requester. But the 'Satisfaction' filter is not the only new filter...
In the past, it could happen that a user would not be able to filter a report in 4me on two specific services if these services were alphabetically far apart. That was because the user...
The 'Registration' filter was made available a few weeks ago for views. This filter makes it possible to limit the records that are listed in a view to those that were registered within a specific...
Another SLA report has been added to the 'Reports' section of the Analytics console. This report has a specific focus on requests that are linked to an affected SLA but for which a resolution target...
The report ‘Completed Changes by Completion Reason‘ has been added to the 'Reports' section of the Analytics console. It is not terribly special, but it should help organizations when they review their completed changes. Especially...
The ability to apply very specific filters to a view has made it possible to add another useful feature to the views in the Records console. The new feature that has been added allows specialists...
Three interesting reports have been added to the 'Reports' section of the Analytics console. These reports provide different graphical presentations of the average time it has taken to get the affected SLAs of requests to...
Another filter has become available for the request views in the Records console and for the request reports in the 'Reports' section of the Analytics console. This filter is called 'Member'. The 'Team' filter was already...
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...
Over time, some requests collect a lot of notes in their Notes section. For example, when the requirements of a request for a non-standard change are not immediately obvious, the request may go back and...
The filter ‘Completion reason’ has been added to the reports that are generated using the data of completed requests. These reports can be found in the Analytics console. This filter can be helpful, for example,...
The quick ranges, which allow people to select a popular date range for a report, have been improved. The reason why this was done is that people always had to think a little to understand the...
Several powerful reports have been added that allow organizations to see how often they manage to meet their SLA targets for each service or each service instance. The following reports show the number of times...
A new filter has been added to the change management reports that can be found in the 'Reports' section of the Analytics console. This new filter makes it possible to filter these reports by team....
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...
Another reports has been added to the ‘Reports’ section of the Analytics console. This new report is called ‘Requests with Satisfied Requester’. It is generated using the satisfaction responses from people who indicated that they...
Several filters have been made available in the 'Search Phrases' section of the Analytics console to make it easier to analyze the searches that people performed when they were looking for help. These filters should...
After a request has been completed, 4me sends out a notification to ask whether the requester is satisfied with the way the request was handled. In the past, when a requester ignored this notification, there...
Sometimes an SLA is no longer considered affected by a request. That happens, for example, when the provider that is responsible for the SLA has rejected the request.Continue reading
A new metric is being tracked for requests. It is called the reopen count. The reopen count is the number of times that a request's status has changed from 'Completed' to a different value. Continue...
Another filter option has been added to the request reports that can be found in the 'Reports' section of the 'Analytics' console. It is the 'Source' option. This new filter makes it possible to restrict...
Another two reports have been added for configuration managers. The reports are intended to provide an overview of the assets that the configuration manager's organization owns, supports and/or leases. These two new CI reports can...
The report 'Completed Requests by Business Unit' has been added to the 'Reports' section of the Analytics console. This report is similar to the 'Completed Requests by Organization' report. This one, however, is aimed specifically...
The reports 'Completed Requests By Team' and 'Completed Requests By Member' have been improved. They now show only the requests that were completed by a team of the account in which the report is opened. This...
The 'Reports' section of 4me's Analytics console contains a large number of basic reports, such as 'Open Requests by Service'. Most of these reports become interesting only after some filters have been applied. Continue reading
Two more Change Management reports have been released. They can be found in the 'Reports' section of the Analytics console. Continue reading
Another two reports have been released that look at completed requests. They are available in the 'Reports' section of the Analytics console. Continue reading
The following reports have been added to the 'Reports' section of Analytics console for configuration management: Continue reading
A set of 31 additional reports has become available in the 'Reports' section of the Settings console. This is the greatest number of new reports included in a single release. Continue reading
When administrators or auditors access the Settings console of an organization's 4me account, they are able to open the Activity Monitor. The Activity Monitor provides an overview of all people who are registered in the...
The report 'Open Requests by Business Unit' has been added to the 'Reports' section of 4me's Analytics console. This report is especially useful for large enterprises that are organized in divisions or business units, each...
Yet another report has been added to the 'Reports' section of the Analytics console. This new report is called 'Completed Requests by Completion Reason'. Continue reading
A number of additional reports have become available in the 'Reports' section of the Analytics console. The new reports are: Continue reading
Organizations are now able to stop their 4me users from running specific reports. If you are an administrator and you open the 'Reports' section of the Analytics console, you will see that the Edit button...
Another interesting report has been added to the 'Reports' section of the Settings console. This new report is called 'Requests Registered by Service Desk'. Continue reading
Last week the reports 'Open Changes by Category' and 'Completed Changes by Category' were added. This week the 'Open Changes by Justification' and 'Completed Changes by Justification' reports became available. Continue reading
The report 'Registered Requests with Dissatisfied Requester' has been added to the 'Reports' section of the Analytics console. This report can be used to ensure that the number of users who are dissatisfied with the...
The 4me Self Service interface already provided an inbox for specialists, but not yet for end users. When an approval task for a change was assigned to an end user, it had to be picked...
A minor, but very useful, improvement has been made in all horizontal bar charts. The labels on the vertical axis are now hyperlinked. Continue reading
Two more reports have been added for change managers. These are the reports 'Open Changes by Category' and 'Completed Changes by Category'. Continue reading
The report 'SLA Resolutions Over Time' has been added. It shows the trend of the number of resolutions that were provided. This number is presented for each time interval as a bar. In addition to...
When problem managers review an open problem, they can look at the number of requests that are linked to the problem to get an idea of how often people are affected by it. But when...
Several filters have been added to the SLA reports that can be found in the 'Reports' section of the Settings console. The additional filters are: Continue reading
A start has been made with a new overview that shows the workload of all members of a team. The new view can be found in the 'Resource Planning' section of the Analytics console. There,...
A new report has become available in the 'Reports' section of 4me's Analytics console. This report allows people to check whether change tasks are being completed within target. Continue reading
Since the 'Reports' section was added to the Analytics console, the number of reports in this section has been growing steadily. Right now there are already 46 reports in this section and this number is...
Another 3 reports have been added to the 'Reports' section of the Analytics console. The new reports are focused on SLA response targets. Continue reading
When a custom date range can be set for a report, the quick ranges make this very easy. Users have indicated, however, that a few more quick ranges would be useful. Continue reading
This weekend, 9 more reports were added to give support organizations more insight in the problems that affect, or affected, their services. These problem reports already existed: Active Problems by Service Active Problems by Status...
More filters continue to be added to the reports. The latest are the ’Team’ filter for the request reports and the ’Support team’ filter for the configuration item reports. Continue reading
The standard integration with Google Analytics is now available. This integration allows support organizations to track and report on their 4me Self Service traffic using the advanced web analytics service offered by Google.Continue reading
New reports continue to be added to the 'Reports' section of 4me's Analytics console. Continue reading
The recent improvement of the Decline feature has made it possible to add another enhancement. Two more KPIs have been added to help organizations understand how well their Incident Management process is performing. The new...
The ability to filter reports was only recently introduced. It appears to be quite popular. Customers have already submitted requests for additional filters, which helps us to decide which filters are important to have. The...
Another two reports have been added. These new reports are there to help configuration managers find CIs with a specific status. These reports are ‘Active Configuration Items by Status’ and ‘Inactive Configuration Items by Status’....
A few more dimensions have been made available for filtering the KPIs. The new dimensions are: Region, Service instance and Site. Continue reading
Two interesting reports have been added that help identify requests that may need some attention. These are the reports ‘Open Requests Aging since Registered’ and ‘Open Requests Aging since Last Updated’. Continue reading
A few weeks ago the ability to set custom date ranges for reports was introduced. Now we have taken this a step further. When you go to the ‘Reports’ section of the Analytics console, you...
Yet another report has become available in the ‘Reports’ section of the Analytics console. This week it is the ‘Open Requests by Site’ report that was added. Continue reading
New reports continue to be added to the ‘Reports’ section of the Analytics console. The latest addition is the report 'Open Requests by Status’. Continue reading
The report ‘Open Requests by Target Indication’ has been improved. The slice OK included all open requests that did not have a target violation. This slice has been split up into OK, Clock Stopped and...
Yet another report has been added to the ‘Reports’ section of the Analytics console. This one is called ‘Registered Requests by Impact’. Continue reading
Some reports in the ‘Reports’ section of the Analytics console have a default date range. It is now possible to select a different range by clicking on the date range that is visible in the...
Yet another report has been added to the 'Reports' section of the Analytics console. This one is a bar chart called 'Registered Requests by Source'. Continue reading
The 'Search Phrases' section has been added to 4me's Analytics console. When you open it, you will see two graphs on the right side of the screen. The first graph shows the total number of...
Most users of 4me already know that they can go to the Analytics console to access the 'KPIs' section. There they can select a process to review a set of KPIs that can be used...
4me now keeps track of the number of times each knowledge article is opened in 4me Self Service and the 4me App. This data is used to produce the 'Knowledge Article Self Service Usage' report,...
The KPI ‘First Call Resolutions’ has been added to help monitor the efficiency of the Incident & Request Management process. This KPI tracks the percentage of requests that were completed by the service desk during...
Yet another report has been added to the 'Reports' section of the Analytics console. This one is called 'Applied Knowledge Articles'. Shows the articles that have been applied to a request the greatest number of...
When you go to the 'Reports' section of the Analytics console, you will see that the report 'Knowledge Article Link Rate' has been added. Continue reading
An additional report has been made available in the 'Reports' section of the Analytics console. It is called 'Open Requests by Organization' and shows how many requests still need to be completed for each customer...
The reports that can be made available to key contacts of a support organization now offer drill-down capability. For example, when a key contact opens the pie chart that shows the number of open requests...
The 'Underpinning SLAs' section has been added to the SLA reports that 4me generates. This new section can be really useful when investigating SLA violations. It shows the service level agreements that are in place...
Two nice features have been added to the Configuration Management functionality. The first is an additional column in the product views that shows the number of active CIs. The active CIs are the configuration items...
The Bubble Chart Analysis was recently introduced. Now it's time for another important tool for the Portfolio Management process. It is the Waterline Overview. You can find it in the 'Portfolio Management' section of the...
To help organizations decide which projects to fund, a bubble chart has been made available. It can be found in the new 'Portfolio Management' section of the Analytics console. This bubble chart shows all proposed...
Managers and their substitutes can review the timesheets of the people who work in their organization. They can do this in the Analytics console. Now, when they select a timesheet of a specific employee for...
When looking at the requests in the Inbox views or the Records console, the requester's organization is visible in the Requester column. The organization name used be looked up dynamically. The result was that, if...
People who have been given the Key Contact role in 4me can see all requests from every person of their organization. They can find these requests when they go to 'All Requests' in 4me Self...
The Service Navigator has been added to the 4me service. It offers a graphical presentation of the dependencies between services, as well as the configuration item relations. You can find the Service Navigator in the...
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,...
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...
