Province of East Flanders
The Province of East Flanders Chose 4me to Provide One Single Service Platform for All
99% USER SATISFACTION
FULL INSIGHT INTO SERVICES
One transparent service ecosystem has reduced complexity and increased efficiency
Moving from incident management to service management
Since 2006, the IT department had been using a rudimentary ITIL solution whereby everything was considered an incident. As this solution didn’t provide enough opportunity to expand services, they were looking for a new one; a single, well-developed, and future-proof enterprise service management (ESM) platform.
“The flexible licensing model was a big bonus. With 4me, we don’t need a license for every service consumer but only for specialists, and we can add or remove users from month to month.”
- East Flanders, Belgium
- The Province of East Flanders required a new future-proof ESM solution to help them move from incident management to true enterprise service management on one single platform.
“We are impressed by the scalability of 4me; we are using the platform more and more throughout the organization resulting in true enterprise service management instead of just IT. Everyone is amazed at how easy it is to join and use and the efficiency it brings.”
ITSM Project Manager
Together with 2Grips, the team explained to the specialists why it had been decided to change and how it worked. New colleagues in the IT department all receive online, face-to-face technical training.
A simple explanation of how the Self Service portal works for the end user can be found on the intranet. In addition, the team communicated the reasons for wanting to adopt this new way of working and that it improves their service delivery.
- Request Fulfilment
- Incident Management
- Configuration and Asset Management
- Service Level Management
- Change Management
- Release Management
- Project Management
- Problem Management
- Supplier Management
Release management and project management are not used much yet, but there are plans to do so in the future.
- Active Directory
- Snow (for software discovery)
- Planon (for locations)
True partners in business
Paul: “Everything hangs together now, there are no silos, it all comes together in 4me, one transparent ecosystem, reducing service complexity and improving user experience.”
“With 4me, we have the processes under control, can handle more work within the same time frame, and have much better insight into what we are doing; we are working more effectively.”
“Everything hangs together now, there are no silos, it all comes together in 4me, one transparent ecosystem, reducing service complexity and improving user experience.”
Province of East Flanders