SIAM & Service Management Software
The Evolution of Service Management Software & Service Integration
ITSM, ITIL & Service Management Software
Getting a new provider up to speed quickly is the key to dynamic sourcing. The first step toward dynamic sourcing is the elimination of integration obstacles. That allows the customer to sign up for services and start consuming them without going through a long and expensive service integration project just to establish a basic support and collaboration model in their service management software.
Unfortunately, todays service management systems where not created with Service Integration and Management in mind. They are service management tools and workflow tools that stop at the boundaries of the organization. 4me was created to support easy collaboration between enterprises and their providers, and providers with other providers in the SIAM eco-system. Not only will 4me support easy and efficient collaboration, it will also provide full visibility into the Service Level Agreements with every provider and how each service provider impacts the service delivery chain.
So, What is Service Integration?
And how is it supported by service management software?
Once the customer has signed up a new provider, there are 2 factors that determine whether the provider is able to deliver value quickly and will continue to do so for as long as the provider’s expertise remains relevant for the customer’s business needs. These 2 factors are:
1. The Ability to Collaborate
The customer and the provider normally have their own service management software solution. How long it takes before the customer can rely on a new provider is largely determined by how quickly they can establish a connection between their service management solutions. If both parties have their own 4me accounts, they can simply link these accounts. This allows the provider to register an SLA for the customer. After the customer has accepted this SLA, the customer can pass requests regarding the SLA’s service to the provider. This eliminates the need to spend a few months building an integration, which subsequently requires maintenance every time either the customer or the provider has made a change in its service management application.
2. The Ability to Track Service Quality
For the provider and the customer to trust each other, it is important that they can have insight in the level of service being provided and that hard SLA targets are tracked as well as employee satisfaction. This data needs to be accurate and cannot be altered by either party. The customer should be able to track internal and external providers in real time while providers should be able to see how well they are performing for all their customers as well. In both instances this should happen regardless of the service management software that is in use.
Since the IT department of an enterprise has numerous internal customers, as well as multiple internal and external providers, they need a dashboard that shows them how well they are doing for their customer and another dashboard that shows how well their providers are performing for them. These dashboards are available out-of-the-box in 4me’s Analytics console. And because most managed service providers today outsource some of their work to other external providers, they also benefit from both dashboards without having to log in to multiple service management systems.
Service Management Software That is Built For Purpose
None of the service management tools that are popular today were built to offer the ability to collaborate and track service quality across organizational boundaries. That is why large enterprises, government agencies, and their service providers are switching to 4me. The unique architecture of 4me capitalizes on the possibilities that the cloud offers to provide these two capabilities.
Kingdom of Belgium, ICT Shared Services
4me makes seamless collaboration possible across organizational boundaries, without the need to use the same instance of a service management tool. With 4me, each support organization can set up its own secure 4me service management system (account), which they configure so that it is optimized for the support of their internal processes. What makes 4me so unique is that these organizations can then decide to link their 4me accounts. Such a link is called a ‘trust’ and takes less than a minute to establish.
A trust between two organizations allows:
- SLAs to be established for the services they provide to each other
- requests to be assigned to another organization, provided that the request concerns a service that the other organization is responsible for
- the support responsibility for configuration items (CIs or assets) to be transferred to an external service provider, while the financial owner still keeps the CI in its 4me account
- one or both organizations to allow the other to assign change or project tasks to them
- one organization to provide first line support (the service desk function) to the other organization.
Importantly, each party can only see what the other party has allowed. No integration between service management systems is needed to make this work and nor are any technical skills.
The Only Practical SIAM Solution
Managing numerous outsourcing contracts presents its challenges. 4me’s service management software makes it possible to stay in control, even when there are many internal and external providers that need to work together. 4me is the only ITSM and enterprise service management solution that can do this without an extensive and costly customization effort.
Many 4me customers have already improved their SIAM services both with internal and external providers and their customers.
“The SIAM capabilities of 4me, resulting in superb collaboration possibilities, is something we really needed and that only 4me could offer us.”
“With 4me, Prosus has a platform that works seamlessly with all our providers. On top of that, we have more functionality and a reduction in costs of 75%.”
“4me’s ability to integrate all of our internal and external service providers has radically improved supplier collaboration.”