SIAM – THE 4me WAY
The use of multiple external providers has become the dominant operating model for large enterprises. For them, multisourcing is a strategic choice that extends beyond the IT department to other domains that support the core business, such as HR, finance, legal and facility management.
“4me is created by a team of Service Management veterans who noticed something was missing in traditional (IT) Service Management tools. All these tools were originally built for internal use by an organization’s IT department, they were not built for supporting and managing collaboration between different internal and external providers.”
Martijn Adams – 4me
4me is the first enterprise service management application built specifically for SIAM
4me was built from the ground up to support SIAM and the collaboration of an unlimited number of service providers. Not just by re-creating records in different service management tools but by allowing service providers and organizations to seamlessly work together (even when using a different tool) on any request a customer may have.
4me gives visibility in the performance of every provider involved in the delivery of a service and supports better decision making about where improvements are required and will be most beneficial.
With 4me you can support employees by bringing all providers, internal and external, together in one support ecosystem!
“Switching our service management tool to 4me was no jump into darkness. It was a conscious decision to offer more clarity and transparency within IT and to our internal customers. The service levels and KPIs can now be tracked by all stakeholders.”
There are two challenges that only 4me addresses
1. Real-Time Service Level Reporting
4me provides real-time insight in the level of service that the managed service providers, as well as the enterprise’s internal service providers, are delivering. The services from the different providers can be linked together into a hierarchy that reflects how services from MSPs are combined with services from internal support teams to deliver the business services to the enterprise employees. The example below shows a real-time SLA report for the ‘Service Tracking’ service that is provided to a sales department in North America.
This SLA report shows that over the past eleven months, none of the four KPIs (availability, reliability, response and resolution targets) have been violated, but that the actual availability is currently below target. The report also shows that the ‘Service Tracking’ application service relies on five infrastructure services. Without any one of these underpinning services the end-users may not be able to access the application.
The red dot next to underpinning Storage SLA indicates that one of its targets has been violated, which probably explains why the ‘Service Tracking’ service was unavailable for nearly two hours. By clicking on this underpinning SLA, the SLA’s real-time report is opened. From there, a list of all the requests that affected the SLA can be opened, and from there each individual request can be reviewed.
Being able to see, in real-time, which service providers are not meeting their targets and why that is happening, is how 4me makes it possible for the SIAM function to be effective.
2. Seamless Collaboration
4me makes seamless collaboration possible across organizational boundaries, without requiring different organizations to use the same instance of a service management tool. With 4me, each support organization can set up its own secure 4me 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’. A trust takes less than a minute to established and does not require any technical skills.
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) can 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 tasks or projects to them,
- one organization to provide first line support (the service desk function) to the other organization.
The important thing is that each party can only see what the other party has allowed, and that no integration or technical skills are needed to make this work.
Managing numerous outsourcing contracts presents its challenges. 4me 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 enterprise service management tool that can do this without an extensive and costly customization effort.