74% SELF-SERVICE USE IN Q1
1000 TICKETS IN 3 MONTHS
About the customer
Nationaal Restauratiefonds (National Restoration Fund) was founded in 1985 to help with financing the purchase and preservation of historic buildings in the Netherlands. It believes that by breathing new life into an old building, its stories can continue to be told to new generations.
Reason for evaluation
Nationaal Restauratiefonds shared an IT and Finance service centre with two other funds. When it was decided the funds should become independent, they had to set up their own IT infrastructure. The fund was facing the immense task of creating an IT organization from scratch, including process design, hiring people and introducing new technologies. In order to support all of this it was important to have service management available from the very beginning. The implementation of an ITSM tool would however have to take place in a very volatile and changing environment.
Several service management tools were considered, but they did not meet the fund’s requirements or were ruled out due to high costs. After reviewing vendor demos and their implementation approach, the fund selected 4me. Barbara Blom, IT Lead Nationaal Restauratiefonds: “As a management organization we wanted all basic ITIL and ITSM features but also workflow automation and easy collaboration with our providers.”
Easy-to-use, offers great insight and enables flexibility
From day one, 74 per cent of all requests and incidents went through the 4me Self Service Portal and in the first three months, 1,000 tickets were received. “That is a lot for our organization. This is because employees and staff find 4me so easy to use.”
The Reporting Dashboard has also made a big difference to the company. Barbara comments, “4me gives me all I need, the insight into where things are going well or not and performance metrics of our suppliers.”
What was implemented?
- Incident Management
- Configuration and Asset Management
- Service Level Management
- Change Management
- Project Management
- Knowledge Management
From day one I have been in control with 4me, not only where it is going well, but also where I have to discuss progress and performance, including with external providers. It is a true SIAM solution!”
Barbara Blom, IT Lead, Nationaal Restauratiefonds