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Leading workplace and digitization expert perinova IT-Management Group supports medium-sized and large companies in the DACH region with their digital transformation and provides the optimal service for permanent operation. They have a clear focus on the Modern Workplace, Modern Collaboration, IaaS, PaaS, and SaaS and have many years of ITSM/ESM experience.
Ever since its foundation in 2004, consultancy and managed service provider (MSP) perinova strives to be technologically up-to-date and make interesting innovations and concepts available to its customers.
perinova has around 100 employees, most of whom work in the managed service department. They have many different managed service projects with dedicated people working with shared or dedicated services for customers. They focus on endpoints/end-user devices such as laptops, tablets, mobile devices, etc.
perinova initially only provided consultancy services, which is when they onboarded Ivanti and Microsoft. Today, they are no longer just focused on project work but also on managed services, things like Windows updates, implementing software packages, and providing security services. The previous tool was felt too complex and not smart enough, particularly when working with managed service customers.
Markus Gonser, Lead Consultant ITSM/ESM at perinova, explains:
4me partner perinova has now added the tool to its services and also sells consulting and licenses to customers. In collaboration with perinova, they use it for things like asset management, inventory management, and the Windows platform service, and plan to use more out-of-the-box features such as the 4me Shop and SCRUM support.
Markus: “With 4me, we want to establish more shared platform services and combine the different tools in one tool we can all work in, internally and externally. We will do some integrations with the bigger customers, so they can easily raise a service request with us. The good thing is that we don’t need to change the tool at the customer end for that.”
perinova has around 250 active customers it provides services for. In 4me, raising tickets for service requests will be much easier, particularly for managed service customers.
Markus says, “4me fits perfectly into our concept. It is a next-generation enterprise service management platform, as the entire product is service-oriented and structured. It has the advantage that standardized processes are already implemented and ready to go, and also ensures that the customer doesn’t commission the tool before the services are properly defined.”
“Thanks to the standardization, no deep technical know-how is required on the part of the customer either, so the implementation of further domains can be carried out with little start-up time. And the flexible licensing model is also a revolution in the ITSM sector with customers only paying for what they need when they need it.”
Industry
- Managed IT Services
Location
- Germany
Challenges
- perinova needed a flexible, future-proof service management application that would enable quick and smart onboarding of customers and efficient and user-friendly service management.
Solution
- ITSM, ESM
“Working with 4me is a great experience. We like working together, also with the other 4me partners. They are all smart; it is nice to be part of an innovative service management network and create great things together to improve our customers’ service experience.”
Markus Gonser
Lead Consultant ITSM/ESM at perinova
The implementation was off to a quick start; it took just a couple of months. The contract was signed in June, and in August 2022, the first customer was onboarded.
Stefan Wagner, CEO and Head of Consulting at perinova, explains: “The start was even better than expected. It all went very fast. We assigned the order for the implementation, and a few hours later, 4me was available for existing customers to log on and raise a service request.”
perinova also onboarded one customer who didn’t have a tool and another whose contract with another tool expired. They were quick to change to 4me when they saw the demo and heard about the flexible licensing costs.
perinova has created a managed service menu with 20-30 services customers can choose from. More is to follow.
For managed service customers, working in 4me is pretty easy as they are connected to perinova’s tenants.
For the project/consultancy customers, small workshops were held with one or two example services created together with the customer. After that, they were able to use 4me.
Depending on the customer, perinova decides which training is needed. It depends on the modules the customer will start with.
- Request Fulfillment
- Incident Management
- Configuration and Asset Management
- Service Level Management
- Project Management
- Change Management (for a customer project)
SSO and SCIM are used for all customers.
Users are very happy with the new service-centric solution. The first customers have already been convinced to use 4me in their own companies, for their internal IT staff, or to create their own instance for HR or other departments. perinova and its customers use 4me as a full-blown enterprise service management (ESM) tool and appreciate the improved user experience and efficiency this brings.
With 4me, users can create customized interfaces, and it is very simple to configure services and make them available for the user. Also, it is easy to integrate customers; it only takes half a day to onboard a customer.
The team greatly appreciates the application programming interface (API) for connecting different systems to 4me. With the previous solutions, this was nowhere near as easy.
Markus: “I really appreciate the Project Management module; I already created some projects to handle my own 4me projects with customers. The templates are very flexible; you can add individual tasks depending on the requirements of the individual projects. It is easy to create individual forms for several use cases.”
Aside from incident and request management, perinova wants to establish an on and off-boarding process in 4me and automate things like contract management, mobile contracts, software requests, asset management, security-relevant issues, and more.
“We aim to handle all services we provide to our managed service customers in 4me. This way, 4me will make it possible for us to grow faster.”
Markus: “Currently, we only use a fraction of what we want to use in 4me. There is still much to do – but we need to spend time on this and are always very busy with our customers. With the help of 4me, this will all improve.”
perinova has already recommended 4me to some of its customers. They called an RFP for one of the project clients using a known ITSM/ESM tool, and after seeing 4me, they decided to switch to 4me.
The recently launched 4me Shop was a crucial improvement in the tool as far as perinova is concerned.
“Working with 4me is a great experience. We like working together, also with the other 4me partners. They are all smart; it is nice to be part of an innovative service management network and create great things together to improve our customers’ service experience.”
“The webshop functionality is particularly great for MSPs like us. It is one of the main features for many customers. perinova will use it for the deployment of applications, among others. We are developing an App catalog that provides customers with more information about the apps and their costs, if there are any. In the background, there can be a workflow to obtain approval from management.”
Markus Gonser
Lead Consultant ITSM/ESM at perinova
