DEICHMANN Switches to One IT Service Management Platform for the Whole Group
ONE COMPLETE OVERVIEW
EASY & FAST IMPLEMENTATION
One service-oriented solution improves service experience and efficiency
Looking for one complete solution to replace a multitude of tools
DEICHMANN was looking for a new service management solution to replace all its different IT service management and service desk systems. Every IT department, whether for SAP, ERP, Infrastructure, or Omnichannel, was working with its own applications and service desk structures, with their own phone numbers and portals. There was no overall view, which made it very complex for the employees.
The primary need was to bring all these systems and applications together in one overarching, user-friendly ticketing system; but at the same time, they wanted to address the lack of efficient service processes via the adoption of one new and complete service-oriented IT service management solution and portal for all. That way, employees would only need to go to one portal, backed by efficient processes and workflows, with all their requests. Oliver Kantner, Executive Consultant and Project Manager, explains: “And that is where 4me differentiated itself from the competition. Not a single application was able to cover everything Deichmann needed and able to support all the different service desk units, except for 4me.”
The team asked several vendors for a proof of concept based on a long list of requirements, such as “must-haves”, “nice-to-haves”, and others.
Oliver: “We looked at what I call ‘cool candy’ service tools, which appear nice and simple at first sight but, when you take another look, disappoint. With 4me, it was the other way around; initially, we had to get used to the 4me platform with its innovative architecture and service-centric approach. However, after one week, this was completely different; everyone preferred 4me.”
“4me’s service-oriented approach works much better for end users who are looking for a simple answer or solution to their request, and don’t want to think about where to go or the process behind everything. Having one user-friendly Self Service portal for everything makes it so much easier.
“Also, with the other solutions we looked at, we required a lot of extra modules; it’s a bit like when you want to buy a phone, a TV, or a car. Often, you pay a base price, and then it turns out you need various expensive extras for it to work properly. With 4me, everything we needed was included from the start and ready to use when needed.
“This means you can decide to start with IT Service Management (ITSM) and quickly move on to enterprise service management (ESM) without a problem.
“We also found the connectivity in 4me impressive. We now have 2,700 shops within the system, which was not possible with other systems. The possibilities in 4me are endless.”
- DEICHMANN was looking for a new service management solution to replace all its different IT service management and service desk systems.
- ITSM, ESM
“Nearly every week, we get questions from other departments and teams asking to use the 4me system. Once the master data is all in place, it is very simple to integrate more departments and teams.”
Executive Consultant and Project Manager
The implementation was executed in close collaboration with 4me and its local partner, Techwork. The plan was to do this in three months for the base version, and everything went according to plan, but after a while, DEICHMANN asked to extend this period by one month to extend the scope and include more from the start.
Techwork explained how to create workflows, and Michael Wilken from 4me explained all the possibilities of 4me, including CIs and Project Management.
- Request Fulfillment
- Incident Management
- Configuration & Asset Management
- Service Level Management
- Project Management
- Change Management (Planned)
- Release Management (Planned)
- Automation Rules (Planned)
- SSO, AD, and additional personal data, assets for the shops (more than 100,000 assets)
- ERP (Under discussion and may follow.)
- Freshdesk from the POS vendor
- Jira Software Development
- Different tools for inventory and system event matching
Rolling out 4me enterprise-wide
Departments in 4me other than IT are HR (onboarding is now completely digitized), Architecture and Design (in their case, the app and the ability to use pictures are also great to have), Facility Management, and Purchasing. DEICHMANN is now also starting with some external services (collecting donations for Ukraine and Africa, for example).
Oliver: “Nearly every week, we get questions from other departments and teams asking to use the 4me system. Once the master data is all in place, it is very simple to integrate more departments and teams.”
Everyone can join this one central service management system; there is no need to use different ticketing systems anymore. Oliver is currently going through the company’s organogram, checking who’s using 4me and who isn’t, and, when they are not, the reasons why. The next step is a 4me portal for the end customer.
Results: One service-oriented portal for all improves user experience and efficiency
Overview and real-time reporting
Easy to implement and keep up-to-date
One system, one IT
“The main success comes from having one system and one IT. Cross-company collaboration is now seamless, with one easy-to-use service management platform for all, which greatly benefits the employee and increases efficiency and productivity,” says Oliver.
“Knowing and having had experience with other systems, I would certainly recommend 4me to other companies. I like how in 4me it is very clear who is responsible for a service. That means the service organization functions well.
“At DEICHMANN, the 4me implementation is seen as very successful; it has dramatically improved our service management enterprise-wide. And my experience working with 4me is great; both the solution and the support are excellent.”
“Knowing and having had experience with other systems, I would certainly recommend 4me to other companies. I like how in 4me it is very clear who is responsible for a service. That means the service organization functions well.”
Executive Consultant and Project Manager