SUCCESS STORY
WESTPOLE
WESTPOLE Selects 4me To Take Their
Service Management to the Next Level

HEADLINE SUCCESS

HAPPY USERS AND CUSTOMERS

CLEAR SERVICE COST & QUALITY INSIGHT

SEAMLESS CUSTOMER COLLABORATION
One user-friendly portal for the whole company and all its customers has significantly improved overall service delivery
In need of a modern and flexible out-of-the-box cloud solution
For some years, WESTPOLE has used a custom solution, but it became outdated, needed a lot of customization, and wasn’t flexible or in the cloud. Hence it was decided to look around for a new, more flexible, and future-proof enterprise service management solution that didn’t need a lot of customization. A solution that could handle not only incidents and requests but also efficient processes and workflows.
“With one transparent platform for all, it is much easier to manage all day-to-day processes, and with the help of CMDB, we can now also control assets in 4me, which is very helpful to us. Before 4me, it was difficult to retrieve accurate information, and now we all benefit from great reporting and dashboards.”
Industry
- Managed IT Services
Location
- Italy
Challenges
- WESTPOLE was looking for a flexible and future-proof enterprise service management solution to take its service delivery to the next level.
Solution
- ITSM, ESM, Mobile

“Thanks to the transparency and reporting in 4me, we now have much more insight and control; it is easier to understand what is going on and adjust where necessary. And thanks to the service cost tracking functionality, we have accurate knowledge of the cost of processes.”
Raffaella Ciampini
Quality Assurance Specialist
Implementation
Training
All the specialists were trained the day before the go live, online and face-to-face. As the tool is so intuitive, it wasn’t deemed necessary to train the end user.
Scope
- Request Fulfillment
- Incident Management
- Configuration and Asset Management
- Service Level Management
- Change Management
- Project Management
Integrations
SAP, Business Intelligence, SSO, Active Directory, Event Management, Salesforce (planned), CISCO Bonding (in progress), and an ITSM tool (for a WESTPOLE customer).
Go Live
“In addition, the support provided by 4me is great: always very fast, helpful, and easy to approach.”
Results: After a successful start in IT, 4me was rolled out company-wide
“Our service delivery has improved significantly now that all the processes are managed in 4me. The efficient and easy-to-manage workflows, well-designed service catalog as the single point of contact, and configuration management database were fundamental to this and made all the difference.”
Raffaella Ciampini
Quality Assurance Specialist
