SUCCESS STORY
MHTH
MHTH Chose 4me to Centralize IT Services for
6 Different Power Plants

HEADLINE SUCCESS

IMPROVED VISIBILITY AND REPORTING

HIGHER SERVICE MATURITY LEVEL

RAPID AND AGILE IMPLEMENTATION
One service management platform for all improves efficiency and user experience
One IT service management solution for all six organizations
MHTH hired a new and experienced IT team with a commercial background to transform their service management. They were involved from the beginning, assessed everything, and defined their strategy.
“Price played a big role. We liked the fact that 4me offers flexible licensing whereby you only pay for what you use. The price includes everything, which is not the case with other vendors. I would say that price accounted for 60 percent of the decision criteria. But only after we were sure 4me could meet all our requirements, now and in the future.”
The fact that MHTH gets local support from a trusted partner such as OMNICOM was another big plus.
Industry
- Energy & Utilities
Location
- Slovakia
Challenges
- MHTH was consolidating six power plants across the country and was looking for a future-proof IT service management to centralize all IT services.
Solution
- ITSM

“4me is by far the best service management tool I have ever used. It has a very strong user interface, excellent reporting functionality, and is quick to deploy. And, as it is a cloud service, I do not need special resources. We are able to do many things ourselves.”
Norbert Skakala
CIO at MHTH
Implementation
“If we had been able to do all the preparatory work in advance, the 4me implementation would only have taken two weeks. It’s that easy if you have all the info.”
During the implementation, the MHTH team had weekly calls with OMNICOM. Karina: “They were always very accessible and helpful.”
Training
Scope
- Request Fulfillment
- Incident Management
- Configuration and Asset Management
- Service Level Management
- Change Management
- Release Management (planned)
Integrations
SSO, Active Directory, SCCM (planned)
Go Live
The launch went really well. The main challenge was the change of culture; for people, IT staff as well as business users, to accept the change and adopt the new system. Karina says:
“To come from having no tool to this stage is a real achievement. It required a big cultural change in this company to have all IT for six different plants in one tool. But it works!”
All IT staff and 750 of the 950 employees (not all users have computers) are now using 4me. Although MHTH has one IT service catalog for all six plants, users will see only the relevant services when they go to the Self Service portal. It is tailored to each individual user.
Karina says: “The workflows in 4me are fantastic and easy to create ourselves.”
The on and offboarding process from the IT workplace was the first workflow they set up. They set up a special dynamic form that the HR colleagues can fill in. Automation rules were also set up; these rules are launched before the workflow starts.
Karina says: “There are many benefits to having these workflows automated. First, IT doesn’t forget to deliver something; all the necessary tasks are included in the workflow for each onboarding process. Second, you don’t need to spend time on administrative tasks; nobody needs to decide to assign tasks. Third, they only get assigned the relevant tasks for the location of the new employee. It is a pretty advanced workflow with all the automation rules.”
“We are still at the beginning, currently only IT uses 4me, but we have already received several ideas from other business units to support their processes.”
Results
“It’s all about information; without data, you can only offer an opinion. Now we have excellent visibility of everything. I can see the service performance and make improvements based on the reporting. Based on the measurements, we can set up SLAs. We are measuring satisfaction, and that seems to be good. From now on, we can measure and evaluate and compare.”
“It’s all about information; without data, you can only offer an opinion. Now we have excellent visibility of everything. I can see the service performance and make improvements based on the reporting. Based on the measurements, we can set up SLAs. We are measuring satisfaction, and that seems to be good. From now on, we can measure and evaluate and compare.”
Norbert Skakala
CIO at MHTH
