Province of Antwerp

SUCCESS STORY

Province of Antwerp

The Province of Antwerp Switched to 4me to Increase Service Quality and Efficiency

HEADLINE SUCCESS

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INCREASED EFFICIENCY

FLAWLESS IMPLEMENTATION

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BOOST IN USER SATISFACTION

For the Province’s Dynamic IT Organization 4me Proved to Be the Perfect Fit to Modernize and Improve Their Service Management.

As a dynamic regional government, the Province of Antwerp wants to make sure that the area is attractive to live, to work and to visit. They are committed to acting as a partner to the 69 municipalities where people live and to the associations and overarching organizations working for the interests of those inhabitants. Since 2018 they are located in a new modern provincial building that is part of the Antwerp skyline.

Their centralized IT organization provides its services to a large range of different organizations, around 50 of them, from schools to research centers. These are spread over 30 locations across the province, with around 2,500 end users.

The well-organized IT department has around 75 dedicated employees, external and internal, who work hard to ensure that the diverse group of customers can all work in a safe and efficient IT environment. This can be quite complex to organize with the enormous variety of services. To be able to do this efficiently, one of the most important tools is an IT service management application.

The Best ITSM Tool to Serve the Province’s Needs

Every 4 years, government organizations are required to renew a contract by issuing a tender. It was at that time that 4me was invited to present their solution. Karel Scheerlinck, team leader of IT operations at the Province of Antwerp, explains that four companies were invited to participate in the tender.

In the end, 4me was chosen based on the requirements from the tender. Karel: “It simply was the best tool based on the criteria that we set. 4me’s solution fulfilled our comprehensive set of requirements and the whole process was very interactive. It was what we call ‘a tender with negotiation’ and there were several contact moments and question and answer sessions during which 4me convinced us of their expertise and superior and innovative solution.” Criteria were price, quality of the service (which SLAs can you offer, how the tool works) and the plan of action for the migration to 4me.

Karel: “And this time, we also added an evaluation of the proof of concept by test users as one of the criteria which really made the difference in the case of 4me. Everyone in the test panel was very enthusiastic and impressed by 4me.”

Industry

  • Government

Location

  • Antwerp, Belgium

Challenges

  • The Province of Antwerp was in need of an easy-to-use and modern service management solution that would help them create greater efficiency.

Solution

  • ITSM

“Switching our IT service management tool to 4me turned out to be a great decision. During the tender, our test panel was already very enthusiastic about 4me’s innovative and user-friendly solution and now that we’ve been working with it for a year, I can say that all our expectations have been more than fulfilled. We’ve seen a real boost in efficiency and user satisfaction. I would recommend 4me to anyone who’s looking to improve service management quality and efficiency.”

Karel Scheerlinck, Team Leader IT Operations

Implementation

The 4me implementation was efficiently organized by 4me’s partner Infravison in collaboration with the Province of Antwerp’s IT department. The process started in October 2019 and the plan was to launch in April 2020. Technically everything was ready in time for the launch. However, at the end of March, we were suddenly faced with a lockdown due to COVID-19, which put a lot of extra pressure on the IT department. It was felt to be a shame to introduce this great new tool during this hectic time and it was decided to delay the introduction and focus on the COVID situation first. In the end, the introduction was postponed until July 2020 so that IT could offer the necessary support when the 4me tool was introduced.

4me went live quickly and without any problems. The team used the additional three months to prepare and add some additional components. They created more knowledge articles and instruction videos, and where possible, they made an extra effort to create workflows, request forms, etc. So, when the new tool finally went live, the IT team was really well prepared. Karel: “The collaboration with Infravision was great; it was a pleasure to work with them! The entire process was managed very smoothly.”

Training

To train the team, the ‘Train the trainer’ principle was used. The support team that takes care of the day-to-day management of 4me first received training on how to manage the tool. Aside from this training, IT also used the online training platform that is included in 4me. This support team then trained the other IT specialists. There was an online classroom training specifically designed for the province, and during this training, the 4me basics were also covered.

For the end users, a short 4me instruction video with an Antwerp voice-over was used. This was an ideal way to introduce them to the system. On top of that, the team successfully introduced a learning platform for specialists as well as end users. The platform consists of various tiles on 1 page with the most relevant instructions for frequently used items.

Scope

  • Request Fulfillment
  • Incident Management
  • Knowledge Management
  • Self Service
  • Problem Management
  • Asset & Configuration
  • Management
  • Service Level Management
  • Change Management

Go Live

4me went live in July 2020 and was received with much enthusiasm by its users.

Karel: “The first time that I said ‘YES, this is it!’ was when requests were coming in via customized templates with the right information and immediately ended up with the third line support team who had all the information needed to start working on it. Before, people often filled in standard forms with inadequate information, which meant the third line team had to call first to obtain the extra information needed to solve the issue or problem. With 4me, this was all handled more efficiently.”

“The second time was when we received the first feedback from the end users. We announced the new tool on the intranet with an instruction video and a learning platform to help people get used to the new system quickly. As the tool is intuitive and easy to use, the end users adapted easily and with enthusiasm to this new way of interacting with IT.”

“The third time was when other departments actually started to ask me about the tool to check if they could use it too. That is when you know you’ve made the right choice.”

Working with 4me’s system also forced IT to have a good look at the service catalog to continually improve the quality and efficiency. The team talked to service owners to discuss what they were offering and if it was all arranged in an efficient manner. Since the introduction of 4me, IT has initiated an annual review of the service catalog to check whether it still meets the needs and expectations.

Results

As a result of the switch to 4me, the IT organization has seen an enormous increase in efficiency and a boost in user satisfaction. The end users are delighted as they feel the system works very well for them, giving them the chance to solve issues quickly and get back to doing their work.

Over the past year, on average around 1,000 requests a month have been handled through 4me. It is amazingly easy to find out who can help you with a question or problem, whereas before this often proved difficult and time-consuming. The tool is intuitive and from the number of knowledge articles used, IT can tell it is working well. People enter a search word, click through, and indicate that they received the help they needed. This ‘Shift left’ is particularly important to improve efficiency.

Karel: “What we notice is that people are charmed by 4me’s Self Service portal. They like the way things are highlighted and linked to knowledge articles. This empowers them to solve issues for themselves. And this is great advertising for the tool of course. More and more departments are now saying they are interested in what our IT organization has achieved with 4me, which is an enormous compliment for the IT support group and 4me.”

The success of the switch to 4me is the result of a combination of different players. It all started with the power of the 4me tool, which was implemented flawlessly in collaboration with the experienced team at Infravision. And after that, the IT organization, who had a dedicated team working on the 4me solution, worked hard to make it a success.

“It goes to show, sometimes you have to be bold and open to new ways to fulfill your ambitions. Selecting 4me felt a bit like stepping off the beaten track, but it really worked out well for us.”

Karel Scheerlinck, Team Leader IT Operations

Sovereign Speed

4me success story - sovereign speed

SUCCESS STORY

Sovereign Speed

A Superfast ITSM Implementation Exceeding the Customer’s High Expectations

sovereign speed

HEADLINE SUCCESS

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PRESENTATION TO LIVE IN < 90 DAYS

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IMPLEMENTATION EFFORT < 30 HOURS

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NO EXTERNAL TRAINING REQUIRED

As soon as we realized how much 4me could mean for our internal organization, we immediately canceled our ongoing efforts to implement another solution.

Sovereign Speed is an independent transport and handling specialist for courier, transport and logistics companies, providing dynamic, reliable and high-speed transportation of time-sensitive goods. The company delivers over a million orders per year, and as such is one of Europe’s leading providers of time-critical transportation solutions. With its headquarters in Hamburg, Germany, Sovereign employs more than 750 people at 17 sites in 7 Countries.

Best Value for Money

To gain more insight into its internal IT service processes, Sovereign Speed needed a solution that could help them standardize workflows. So far, they had only used ZenDesk, a helpdesk system, to manage some aspects of their services. Knowledge Management and a self-service portal were important requirements to further ease the workload of the service desk.

As a first step, the IT organization decided on using Ivanti Service Manager. But even during the preparations for that project, work on its implementation was halted.

Industry

  • Logistics

Location

  • Germany

Challenges

  • As an ad hoc and unplanned ITSM project, initially insufficient resources were available. However, the Expertize Quick Implementation approach in combination with 4me ease of use quickly led to the promised success.
  • A lack of clearly documented services when viewed from the end user’s perspective. The service catalog was completely redesigned to deliver a highly effective tool for Sovereign Speed to manage their internal IT and provide quality support for the end users.

Solution

  • ITSM
Alexander Kress

“Getting started with 4me was so simple and we have already seen that we will not run into a wall, regardless of how much we might grow or how much our requirements might expand. 4me is ideal for any sized company, because it is impossible to outgrow 4me.”

Alexander Kress, IT Director, Sovereign Speed

Implementation

Service management experts Expertize, a German 4me partner, did the implementation for Sovereign Speed in close collaboration with the IT director and staff. It was a very fast implementation that only took 30 days, including integrations with Azure AD, SSO, LANDesk and WebHooks for software deployment. No classroom training was necessary, as the standard E-learning 4me provides was enough for the customer to start working with the system right away.

Scope

  • Request Fulfillment
  • Incident Management
  • Knowledge Management
  • Configuration and Asset Management
  • Service Level Management
  • Change Management
  • Release Management

Go Live

Going live with 4me was just as easy as the implementation process. Sovereign Speed worked closely with their partner Expertize, a highly rated and experienced 4me specialist in Germany. The user experience of the Self Service portal ensured a high acceptance rate within the organization.

The IT department was particularly impressed with how painless it was to adapt the system to the organization and its workflows and how easy it was to connect WebHooks and Azure AD. For them,
the automation rules and the form design possibilities were possibly even more impressive.

Results

The customized request templates give Sovereign Speed all required information to be able to fulfill the requests and make its customers even happier than before. Previously, due to unstructured data and information in the requests, automations were not possible. With 4me, Sovereign Speed can now create complex automations and save a lot of time and resources for common tasks.

4me now provides full transparency of services and processing times, making the status and progress of requests visible to users. With the ability of getting direct customer feedback related to the request, they now know what they are doing right and what to improve upon.

“Because the need for a service management tool in our organization was urgent, we decided to install Ivanti after quick internal research. But after we enlisted the help of our partner Expertize, they convinced us quickly that with 4me, we would get much more out-of-the-box functionality for the same money. For less money, in fact. So we stopped the Ivanti project and implemented 4me ITSM. A decision we have not regretted for one moment.”

Alexander Kress, IT Director, Sovereign Speed

4me success story - sovereign speed

Sistemaš

4me success story - sistemas

SUCCESS STORY

Sistemaš

A Grand Solution for Great Ambitions

HEADLINE SUCCESS

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IMPLEMENTATION IN JUST 8 WEEKS

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INCREASED CUSTOMER SATISFACTION

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SUPPORTING MORE THAN 50 CUSTOMERS

4me ITSM is a consolidated and scalable service management solution with both short and long-term benefits for Sistemaš’ service delivery.

Sistemaš is a Croatian managed service provider, providing IT services to medium and small companies. Their services include consulting, design, construction and maintenance of IT infrastructure, and system support to customers. Sistemaš is based in Zagreb and supports around 50 clients throughout the country.

On Top of Their Game

Like many other companies with growing business and staff, Sistemaš saw a growing need for a centralized overview and insight regarding their service delivery. Having used several tools for the tracking of their hours and work, they decided it was time to move to a consolidated solution. It was their partner, IMAVES, that introduced them to the 4me ITSM tool.

Industry

  • IT Services

Location

  • Croatia

Solution

  • ITSM 

“This was a big step for a small company like ours, but it is absolutely worth it. We are now in complete control of the issues that our customers have. If a customer has the same issue twice, the knowledge articles immediately show us the solution we used before. If we see that the issue is recurring, we start looking for the underlying problem. 4me helps us serve our customers faster and better.”

Aleksandar Malešević, IT Director Sistemaš

Implementation

IMAVES, 4me’s Croatian partner that joined the 4me partner network in 2020, performed the implementation in close collaboration with the Sistemaš engineers. It took less than two months for the initial implementation. After going live, they continued their efforts, polishing reports and adding functionality. Every two weeks, another part of 4me was implemented. Sistemaš perceived the cooperation as very successful, with IMAVES being helpful and always available.

At this stage, none of the 50 customers are directly connected to the Self Service portal, but this might change soon. One of Sistemaš’ largest customers has already shown a keen interest in adopting 4me and bringing collaboration to an even higher level.  So far, the only integration with the system has been with Microsoft 365, used to log on to 4me.

To further alleviate the pressure on their client in learning to work with the new ticketing solution, IMAVES organized a workshop where all service and request data was collectively entered into the system.

Scope

  • Request Fulfillment
  • Incident Management
  • Knowledge Management
  • Self Service portal
  • Service Level Management
  • Time Tracking

Go Live

From the moment Sistemaš went live with 4me, feedback from both their own people and customers indicates that the company has made a big step forward in service delivery. The IT director is happy with how well the system has been adopted by the other staff and is especially impressed with 4me’s search capabilities: “We used to have a lot of knowledge stored in Word documents, but it was a pain to find them. Now, everything is uploading to 4me as knowledge articles. I literally only have to type in 3 or 4 letters in the search bar, and the exact knowledge article I need is before me. And as a manager, I’m happy to finally be able to see what everyone is working on and how long requests take to finish.”

Results

IMAVES has already implemented Service Level Management for Sistemaš, and the company is now learning how to work with it. Soon they will be able to actively monitor service levels, and have some quantitative metrics to prove their improved service delivery. So far, qualitative results are undoubtedly positive.

Aleksandar concludes: “We actively recommend 4me to our clients. The quality of our support has gone up, not in the least because we have a much better overview of open requests. Also, it’s such an intuitive system. We are working for a large company as secondary support, and they have already shown interest in 4me. It would be great to connect our systems so we can collaborate even better. Hopefully, more and more of our clients will make the move.”

“We are a growing company, and it’s important for us to have a system that can grow with us. Also, being a service provider, it is important that we can show our customers that we are on top of our game. Customer satisfaction is already growing. We would be surprised if none of our customers will follow our lead and implement 4me as well.”

Aleksandar Malešević, IT Director Sistemaš

va-Q-tec

4me va-Q-tec

SUCCESS STORY

va-Q-tec

va-Q-tec IT chose 4me to be the best service organization they could be

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HEADLINE SUCCESS

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BETTER COLLABORATION

workflow

SMOOTHER WORKFLOWS

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NO UNWANTED SURPRISES

The noticeable transparency and added functionalities of the new ITSM solution have already prompted other departments to request to work with 4me as well.

va-Q-tec is a leading provider of highly efficient tech products and solutions in the field of thermal insulation and temperature-controlled logistics. The company develops innovative, thin vacuum insulation panels, phase change materials, and passive thermal packaging solutions.

Within its rental services business, the company has built a global partner network to provide for an extensive fleet of containers and boxes fulfilling highly demanding thermal protection standards in temperature-sensitive supply chains. The strongly growing Company was founded in 2001 and has its headquarters in Würzburg, Germany.

Next-Level Service Management in the Cloud

For va-Q-tec, it was time to move on to a purpose-built IT service management solution. So far, they had been using an open-source solution called OS Ticket, a basic ticket system. The main requirements for the new system were better support for collaboration and built-in SLA monitoring and reporting. Overall, they required more transparency in their services.

From an initial long-list, they selected Cherwell, Axios, Ivanti, Micro Focus/SMAX, Matrix42, Jira HD, Kyberna, ManageEngine, Serviceware SE, and 4me. In every aspect that counted, 4me was the obvious choice for va-Q-tec.

Industry

  • High-tech insulation

Location

  • Germany

Challenges

  • Collaboration over two locations

Solution

  • ITSM with a connection to
    Azure Active Directory
Thomas Grosser

“It is normal to run into technical difficulties during the implementation of new software or services. Despite the best planning, the unexpected will present itself. The deployment of 4me was the first project completely devoid of such unwanted surprises, though. No special announcements or preparations were made in advance of the project. It just ran, and without a hitch.”

Thomas Grosser, Head of IT Services va-Q-tec

Implementation

For the implementation, va-Q-tec IT staff worked exclusively with Expertize, the 4me partner. Both the partner and software proved very easy to work with, especially during the implementation phase, when they commenced using 4me for internal communications. The total implementation time, including consultation and integration with Azure AD, took only four and a half months.

Training

Only online training was required for va-Q-tec’s end users, including the IT team. According to Thomas Grosser, all of them were pleasantly surprised by the intuitiveness of the system. The specialists learned to work with 4me during several small workshops and on the job training.

Scope

  • Request Fulfillment
  • Incident Management
  • Service Level Management
  • Change Management

Configuration Management, Asset Management and Release Management are to be implemented in later phases of the project.

Go Live

After going live, the team at va-Q-tec were greatly impressed with the Service Console. They love the service catalog overview and how well thought out it is. As a small example: 4me had a standard icon available for every single service we provide. To them, this shows clearly how well 4me knows service management. Thomas Grosser: “The transparency the tool provides is fantastic and being able to provide our end-users with an overview of the specific services available to them in one place is great!”

Results

Since they started working with 4me, the end-users at va-Q-tec noticed a jump in work-efficiency. Communications have been greatly simplified and the typical back-and-forth shooting of tickets has now been replaced by a much smoother workflow. The use of templates further reduced the number of steps and time-to-resolve, adding up to a one-third reduction in lead times. Thomas grosser wholeheartedly recommends 4me to any other firm looking for a new service management solution.

“We knew we could do better and faster. We just needed the right tool to support this. For us, 4me definitely is that tool. We only have had positive experiences with it. We were never disappointed, but constantly pleasantly surprised. The value for money is outstanding.”

Thomas Grosser, Head of IT Services va-Q-tec

4me success story - va-Q-tec

Stern

Stern success story

SUCCESS STORY

Stern

A Lightning-Fast 4me Implementation Replaced Stern’s Outdated TOPdesk ITSM Software

Stern logo

HEADLINE SUCCESS

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IMPLEMENTATION IN TWO MONTHS

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SURGE IN EMPLOYEE SATISFACTION

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COMPLETE CONTROL OVER SERVICES

For an IT organization that thrives on process-optimization, 4me was the missing piece in gaining complete control over all services.

Stern Group is an automotive mobility company aimed at people’s personal mobility. It is the second-largest automotive group in the Netherlands. Stern is listed on the Amsterdam stock exchange and realizes an annual turnover of almost a billion euros. They employ over 1850 people working in 75 business locations around the country.

Stern is strongly focused on its digital strategy. In the coming years, the company expects a reduction of physical locations and a stronger focus on digitalization. This development will be driven by the automotive market’s electrification (reducing the need for maintenance) and the growing trends of working from home and doing business online. Stern needs to be ready for change, which means complete control over and insight into all services.

Getting Back in Control

For the large number of internal customers, Stern’s IT department is relatively small. That’s why they need to be agile and smart. Most processes they run are fully automated and monitored, and they are always on the lookout to further automate or simplify their workflows. Their previous service management solution was no longer up to the task.

Stern was running a combination of an outdated TOPdesk / Ivanti solution. As automation was not possible in TOPdesk, the portal was taking care of that. But automation was not the only issue: to be entirely in control of the service processes, Stern needed more transparency and better reporting.

During a long preliminary stage of seven months, Richard Moeliker, ICT Manager at Stern Groep, and his colleagues evaluated three solutions to manage their department’s services: ServiceNow, a recent version of TOPdesk, and 4me. As for all software the IT department uses, their focus was on flexibility and scalability. They picked 4me for several additional reasons.

Industry

  • Automotive

Location

  • Headquarters in Amsterdam, The Netherlands, plus 75 locations throughout the Netherlands

Challenges

  • Stern was in need of an easy-to-use and modern service management solution that would give them back control of their service delivery.

Solution

  • ITSM

“If I would recommend 4me for other companies? Absolutely, and I already did. I sincerely hope for as many companies as possible to choose 4me. It would only mean more improvements and updates from which my organization will automatically and instantly benefit.”

Richard Moeliker, ICT manager Stern Group

Implementation

Stern’s 4me implementation was done in an incredibly short lead time of two months, in the middle of the Corona-crisis. This deadline was set by the company and successfully met by 4me’s partner Bright Octopus in collaboration with the Stern IT department. Bright Octopus’ standard setup templates were key in the preparation process for configuring the system. After that, and in true co-creation fashion, they set up the environment and created integrations with Jira, Azure AD SSO, and an external supplier. Together they also defined and set up all the organization’s service level agreements, that were virtually non-existent in the previous system.

“In TOPdesk we also had SLAs, but much too basic and as a result everything was constantly red, therefore red was just the new black. Now we have full insight into our service levels and we can continuously fine-tune. SLAs are now sacred”, said Richard Moeliker. “It was easy working with Bright Octopus as they are pragmatic, willing to bring their knowledge to the table, and always go the extra mile. They guided us smoothly through the whole process.” 

Scope

  • Self Service
  • Request Fulfillment
  • Incident Management
  • CMDB
  • Configuration and Asset Management
  • Change Management
  • Service Level Management

Go Live

After going live, Stern finally feels entirely in control of their services. 4me gives them the right insights at the right moment. For example, they create a monthly list of the top 100 biggest bottlenecks based on the number of requests. Then they automate those processes as much as possible. This way, they succeeded in reducing the time-to-market for new rental cars from one week to one day. Stern is an agile organization, and 4me helps them improve their processes step by step. At the moment, 4me is only rolled out for IT services, which at Stern includes facilities. They are, however, already preparing to connect real estate and human resources to the system, as well.

Results

4me lets Stern work more efficiently, as they now have a better understanding of their services, with all information readily available in one place. Their end-users can now track their own tickets, and in 92% of the cases, users are satisfied with the handling of their requests. The usability of 4me’s built-in workflows proved crucial for the IT organization’s continued professionalization, and the standard, out-of-the-box reports were spot-on for management and operations. Or, as the IT director put it: “Our employees are now more satisfied. They finally feel that the software works for them, and not the other way around.”

“4me was our first choice because it is a true SaaS solution. Improvements to the software will come automatically, and the team won’t have to waste time on time-consuming updates. Another big factor was that 4me only charges for the actual users per month and not for the maximum expected users per year, as many other solutions do. This gives us time to connect other departments on our own terms without paying for unused licenses.”

Richard Moeliker, ICT manager Stern Group

Leyrer + Graf

SUCCESS STORY

Leyrer + Graf

leyrer + graf logo

Leyrer + Graf selected 4me to boost IT department productivity and collaboration across three different locations. Speed of implementation with minimal configuration and a ready-to-use environment were key factors in choosing 4me.

Leading in Construction

Leyrer + Graf is one of Austria’s top 20 construction firms. Its core competence is structural and civil engineering. Through its subsidiaries, Leyrer + Graf is also active in the fields of timber construction and precast concrete. The company currently employs about 1,500 people and has 15 permanent facilities in Austria and the Czech Republic.

Virtual Collaboration

The IT staff of Leyrer + Graf is spread out over three locations: Gmünd, Horn, and Schwechat (near Vienna’s international airport). Because the support specialists do not see each other on a daily basis, it is important that they can work together effectively as a virtual team.

From the beginning it was clear that the IT service management solution would have to act as an enabler of remote collaboration. “We had already considered two other service management solutions when we discovered 4me” recalls Christoph Manhart, Team Lead for Support for Leyrer + Graf in Horn.

“The more we learned about 4me, the more we realized that its focus on providing a ready-to-use environment that requires minimal configuration and which is fast and easy to use, offered a perfect match with our key requirements.”

“We have a people-oriented corporate culture,” continues Christoph Manhart. “This is reflected in the tools we select for our people. These tools need to help them be successful in their jobs. When we saw how much attention the developers of 4me paid to the development of the user interface, we knew that we had found the tool we were looking for.”

Industry

  • Construction

Location

  • Austria

Challenges

  • The IT department is made up of specialists that work at different locations
  • A more service-oriented approach, as prescribed by the ITIL best practices, was desired
“We selected 4me primarily for 3 reasons: ease of configuration, usability and speed.”
Christoph Manhart
Leyrer + Graf

Cloud

“Like most Austrian companies, we were hesitant about a cloud solution,” says Christoph Manhart. “The advantages that 4me offers, however, caused us to reevaluate our views.”

Implementation

The initial scope of the implementation at Leyrer + Graf was limited to:

Service Portfolio
Incident Management
Change Management (limited standard changes)

The entire implementation took 8 consulting days to complete. These consulting days were spread out over a 1-month period. Lester Heath from techwork was the lead consultant for this project. “Implementing 4me is different from implementing a traditional ITSM toolbox application,” explains Lester Heath. “Rather than completing a nearly finished ITSM application, you can focus immediately on what is relevant for the customer, such as the definition of the services and their service level targets.”

Training

The lead consultant provided training to the IT specialists during a single 2-hour GoToMeeting session. More advanced training was provided to the 4me account administrator of Leyrer + Graf. The training sessions were completed as an integral part of the implementation project. “The training went smoothly,” says Lester Heath. “The specialists quickly grasped the fundamental concepts behind 4me and soon felt comfortable.”

Integrations

During the implementation project, the single sign-on (SSO) integration with Active Directory Federation Services (AD FS) was activated. In addition, an interface was built to ensure that updates in Active Directory automatically update the people data in 4me.

Self Service and Email

End-users can already submit requests using the Self Service interface of 4me. “We only recently started to promote this new possibility,” admits Christoph Manhart. “Already about 10% of the requests are coming in from Self Service. Our users also like the ability to submit requests by sending an email to the service desk. These email messages are automatically converted into requests. About 25% of the requests come in via email. The remaining 65% are still submitted via telephone.”

Request Fulfilment and Change Management

“Over the next few months we shall start to roll out Request Fulfilment and Service Catalog Management,” says Christoph Manhart. “In addition, we are going to populate and maintain the CMDB and expand the use of Change Management to nonstandard changes.”

Solution

  • 4me implemented to allow IT specialists to work together virtually in a responsive and user-friendly IT service management environment
  • Prepared the Leyrer + Graf service catalog in 4me to facilitate the switch to a service-oriented approach

Results

  • The IT specialist are able to collaborate more efficiently with end-users and with each other
  • All support activities are tracked for each service, making it easier for management to assign resources to the areas where they will provide the greatest benefit to the organization

“Now organizations can get mature ITIL processes in less than 50% of the time this takes with toolbox applications. 4me is disrupting the ITSM industry in a very positive way.”

Lester Heath, techwork

AZL

4me success story - azl

SUCCESS STORY

AZL

AZL chose 4me to help it move to the cloud

HEADLINE SUCCESS

CONNECTED DEPARTMENTS

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10 MINUTES SAVED ON EVERY TICKET

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GREATER COMPLIANCE & CONTROL

Flexibility, speed and a modern approach convinced the pension provider that it had made the right choice.

AZL is a pension provider that takes care of the administration, management advice and actuarial and communication advice for dozens of pension funds servicing over 1,5 million people in the Netherlands.

Time to upgrade to a modern, self-service tool

The organization wanted to take steps to expand from IT Service Management into Enterprise Service Management. Its legacy tool, BMC Service Desk Express, was no longer supported and the business wanted to move from traditional communication channels to a cloud-based, self-service approach.

Maurice Dassen, Quality Manager at AZL, says:
“We started looking for a modern application. We wanted to introduce a cloud application that had a new, young, fast look within the organization. It had to have self-service ease of use.”

He added that AZL wanted to ensure that the users would find all the functionality they needed as well as the ability to work in the way that they wanted. A longlist was drawn up based on Gartner studies, as AZL wanted a product that was well-known and was used successfully by other big businesses.

As well as 4me, Freshworks, BMC Helix Remedyforce, ServiceNow, Samanage and ASSYST were on the list. After considering the priorities of flexibility and cost, 4me and Freshworks’ Freshservice made the shortlist.

Maurice says: “We had a good feeling at the 4me presentation by 4me partner InfraVision. 4me offered a lot of possibilities. The license structure of 4me also appealed to us. We are no longer tied to restrictive licensing and long-term obligations and can handle user rights flexibly and freely, without increased cost.”

Mike Clappers, Head of IT Run at AZL, says: “4me fitted best. The reasons to choose 4me were price, flexibility, visibility and having one central portal for AZL employees. Also, the lead time for implementation was very important. 4me could meet these requirements.”

Industry

  • Financial Services

Location

  • The Netherlands

Challenges

  • End-of-life legacy ITSM solution that was not in the cloud. AZL wanted a new, easy to use, flexible, fast, cloud-based solution with attractive self-service included.
mike clappers

“4me has enabled us, as an IT department, to work more efficiently. This is mainly due to its excellent support of IT management processes and the Self-Service Portal.” 

Mike Clappers, Head of IT Run at AZL

Implementation

The implementation took six weeks and it was on time and within budget. Mike says: “In that short time an extensive set of processes was implemented.”

4me was initially implemented in IT, but, as Mike says, when other departments saw the “power and success” of the tool, they wanted to use it too. Seven months after the initial implementation, four AZL departments: IT; Facilities; Personnel and Finance, all use 4me and are connected.

“It has enabled us to create a single point of contact for the entire organization. All questions or tickets can be logged and dealt with in the same way,” Mike explains.

Scope

  • Request Management (Incident Management and
    Request Fulfilment)
  • Change Management
  • Problem Management
  • Configuration Management
  • Service Level Management
  • Knowledge Management
  • Templates/Workflow
  • Self-Service Portal – configured to the customer’s brand style and to display the product catalog

Integrations

  • Single Sign-On
  • Active Directory
  • Event Management
  • Microsoft System Center Configuration Manager

In phase two we added InfraVision’s integration platform which allowed us to move the Active Directory import to a fully automated AD integration. Other integrations will follow.

Mike adds: “We also made use of a number of self-built applications that we are now running within 4me. For example, we have an application that allows you to make controlled changes to production. We have now transferred the entire workflow to the 4me application.”

Training

AZL employees could immediately use the Self Service Portal without any training. AZL’s support staff followed the standard training available on the 4me website. Mike says that it is worth considering targeted training for users with specific roles.

Results

AZL has seen some very positive results from 4me. Mike says:
“4me has enabled us, as an IT department, to work more efficiently. This is mainly due to its excellent support of IT management processes and the Self-Service Portal.”

“Because we have a mature application now, we can steer better and more directly, and ensure that people follow up these processes. You can use the application to make clear what the benefits of the processes are.”

As a financial services provider, AZL is strictly regulated and the 4me tool has helped the organization to manage its compliance activities.

Mike explains:
“4me also relieves worries in certain areas. We had difficulty getting information out of the previous application. Now we have standard log files, flows are transparent and only people with a certain role need to give approval. This has led to greater compliance and control, making it easier to report for auditors from De Nederlandsche Bank (Central Bank of the Netherlands).”

Impressive Features

One of the big advantages of 4me is that it is flexible and can be adapted to suit the processes of the business. Mike says: “It does not use a strict ITIL process from which you cannot deviate. You can apply it how it fits best within your organization.”

Another aspect of 4me that helps with regulatory compliance is the Audit Trail function. This provides auditors with all the correct information in one go. This has also led to time savings for the organization. On average, time spent on mandatory reporting is reduced by 10 minutes per ticket.

Mike adds: “4me can assign a specific role to an auditor to allow them to look into the application themselves. This creates confidence and saves time for the organization.”

As well as the Audit Trail, the other function that has particularly impressed AZL is Automation. Mike says: “By using the automation rules, tasks can be quickly and easily transferred to the relevant colleague who can then immediately handle them. Previously, this was often done by email, which did not always benefit the turnaround time.”

The real-time dashboards have also offered the organization greater insight and greater ability to follow up on the approximately 3,000 requests processed by the IT department each month.

Maurice says that he would recommend 4me to other businesses looking for an ITSM or ESM tool. “I am proud of what we have accomplished, our success with 4me and how smoothly many other departments have joined.

He sums up the experience of the 4me project in six terms: “Cooperation; pleasant; fast; agile; flexible; and a self-learning stimulator.”

Next Steps

The next step for AZL is to redesign and improve the Service Catalog, based on the learnings so far. Maurice says: “Because of the flexibility of 4me, you can implement change based on your experiences, without taking the whole setup down.”

Partner

4me was implemented for AZL by InfraVision. Maurice says: “There was great pragmatic cooperation with InfraVision. InfraVision strongly promotes self-reliance and 4me makes it possible. As a result, the organization takes faster steps in embracing this product and its further development.”

Mike adds: “There was trust. We quickly found cooperation, not formally sticking to agreements, but really working together, trying to achieve something as partners. This was a big plus point.”

“4me also relieves worries in certain areas. We had difficulty getting information out of the previous application. Now we have standard log files, flows are transparent and only people with a certain role need to give approval. This has led to greater compliance and control, making it easier to report for auditors from De Nederlandse Bank (Central Bank of the Netherlands).”

Mike Clappers, Head of IT Run at AZL

4me success story - azl