SRVISIONDAYS 2022

SUCCESS STORY

SRVISIONDAYS 2022

Tom Van der Aa from Circet and Richard Moeliker from Stern share their experience with 4me as as strategic service management platform.

MHTH

SUCCESS STORY

MHTH

MHTH Chose 4me to Centralize IT Services for
6 Different Power Plants

HEADLINE SUCCESS

IMPROVED VISIBILITY AND REPORTING

arrow-up

HIGHER SERVICE MATURITY LEVEL

ontime

RAPID AND AGILE IMPLEMENTATION

One service management platform for all improves efficiency and user experience

MH Teplárenský holding (MHTH) is a Slovak energy holding consisting of six power plants for heating and heat distribution. The different plants operate cogeneration units in six district cities in Slovakia. State-owned MH Management is the only shareholder of all six plants and has decided to consolidate and transform the six companies into one to improve overall efficiency. 
 
During the first phase of the transformation, they will develop and implement shared services across the plants. All six accounting systems, for example, will be consolidated into one information system. The same goes for the HR and payroll systems, with all six and their different vendors consolidated into one information system. Other systems, such as billing and CRM, will also be consolidated. MHTH will provide these services to each of the six plants from one location. Everything in the organization will be centralized except for production.

One IT service management solution for all six organizations

MHTH hired a new and experienced IT team with a commercial background to transform their service management. They were involved from the beginning, assessed everything, and defined their strategy.

From an IT perspective, the goal was to build one common data network, consolidate core and non-core information systems, and set up IT processes to be able to support all the business requirements. MHTH wanted to start with an ITSM tool to help them manage the processes.
 
The existing situation was insufficient from an ITIL process support point of view. Only two out of six plants were running ticketing systems, one of them open source, and these systems did not support the requirements at all. IT service maturity level of all plants was poor and in desperate need of improvement. If staff needed something, they would just write an email or call.
 
As there was no common data network and all plants had internet connections, MHTH was looking for an appropriate cloud (SaaS) solution that supported local language, ITIL best practices, and an intuitive interface (strong UX). In the cloud, everyone can connect to the ITSM solution, the users as well as the IT teams of all six plants.
 
Aside from 4me, ServiceNow, Jira, and BMC were invited to participate in the RFP. There was a list of requirements, the critical ones being: SaaS, localization with local language support, ITIL compliance, a strong reporting engine, integration into AAD, SSO supported, CMDB functionality, and local support by the provider.
 
Norbert Skakala, CIO at MHTH, had an excellent experience working with 4me partner OMNICOM, who introduced MHTH to 4me. Norbert says: “4me met all the technical requirements, and at an attractive price. We saw the short demo, tested the solution and decided to go for 4me. I can say that so far, we are very happy with our choice.”

 

“Price played a big role. We liked the fact that 4me offers flexible licensing whereby you only pay for what you use. The price includes everything, which is not the case with other vendors. I would say that price accounted for 60 percent of the decision criteria. But only after we were sure 4me could meet all our requirements, now and in the future.”

The fact that MHTH gets local support from a trusted partner such as OMNICOM was another big plus.

Industry

  • Energy

Location

  • Slovakia

Challenges

  • MHTH was consolidating six power plants across the country and was looking for a future-proof IT service management to centralize all IT services.

Solution

  • ITSM

“4me is by far the best service management tool I have ever used. It has a very strong user interface, excellent reporting functionality, and is quick to deploy. And, as it is a cloud service, I do not need special resources. We are able to do many things ourselves.”

Norbert Skakala
CIO at MHTH

Implementation

The base implementation was rapid and agile. The collaboration with OMNICOM and 4me worked well. The initial base was implemented in a time frame of 40 working days, all according to plan. 
 
Karina Rybarova, Head of IT Governance & IT Process Manager at MHTH, explains: “The product is not fully implemented yet because, in our case, deployment is not only a technical matter but mostly about a change of culture and the adoption process. Most of the IT teams and users at the different plants were not used to using ticketing systems. It’s about a change of mindset. That’s the most difficult thing to tackle. Once they start using 4me, there is no problem. The user interface is intuitive, and the reporting is fantastic.”
 
The team decided to do the implementation step by step, starting with request and incident management, followed by program and change management. They will implement more functionalities soon. One of the most challenging parts was creating the service catalog and getting information from all the plants. Karina explains: 

“If we had been able to do all the preparatory work in advance, the 4me implementation would only have taken two weeks. It’s that easy if you have all the info.”

During the implementation, the MHTH team had weekly calls with OMNICOM. Karina: “They were always very accessible and helpful.”

Training

Online training for the IT staff as well as users (through a webinar that was joined by many users from all six plants) was provided by the local 4me partner OMNICOM. And the IT Governance team prepared educational videos in collaboration with OMNICOM. It was very helpful for staff to see how they should handle a ticket in 4me and for the users to see what they could do if they needed some help from IT and how to raise a ticket.
 
The training made things very clear, and now the team needs to spend more time educating people to use 4me and not fall back into their old habits. It is not just about how to use 4me – 4me is user-friendly and easy to use – but also about training them to use a tool. 

Scope

  • Request Fulfillment
  • Incident Management
  • Configuration and Asset Management
  • Service Level Management
  • Change Management
  • Release Management (planned)

Integrations

SSO, Active Directory, SCCM (planned)

Go Live

The launch went really well. The main challenge was the change of culture; for people, IT staff as well as business users, to accept the change and adopt the new system. Karina says:

“To come from having no tool to this stage is a real achievement. It required a big cultural change in this company to have all IT for six different plants in one tool. But it works!”

All IT staff and 750 of the 950 employees (not all users have computers) are now using 4me. Although MHTH has one IT service catalog for all six plants, users will see only the relevant services when they go to the Self Service portal. It is tailored to each individual user.

Karina says: “The workflows in 4me are fantastic and easy to create ourselves.”

The on and offboarding process from the IT workplace was the first workflow they set up. They set up a special dynamic form that the HR colleagues can fill in. Automation rules were also set up; these rules are launched before the workflow starts. 

Karina says: “There are many benefits to having these workflows automated. First, IT doesn’t forget to deliver something; all the necessary tasks are included in the workflow for each onboarding process. Second, you don’t need to spend time on administrative tasks; nobody needs to decide to assign tasks. Third, they only get assigned the relevant tasks for the location of the new employee. It is a pretty advanced workflow with all the automation rules.”

“We are still at the beginning, currently only IT uses 4me, but we have already received several ideas from other business units to support their processes.”

Results

It is not easy to compare data to how it was before, especially with the overall consolidation of the six plants going on, Karina explains. The project is only a small part of the company’s total transformation project, which aims for a new organizational structure, information services consolidation, business process changes, and a company culture change.
 
Karina says: “We have achieved all the targets we set out to achieve. We now offer shared IT services based on the skills of IT teams across the country; we’ve seen a quick deployment of 4me; good adoption of all the basic operation processes in 4me – incident management, request fulfillment, problem management and change management; and we now have great visibility and reporting.”
 
Norbert says: “For me, the reporting functionality is fantastic. Finally, we are not blind anymore. It is very easy to extract information from the system. 4me provides me with real-time data and all the reporting I need.”

“It’s all about information; without data, you can only offer an opinion. Now we have excellent visibility of everything. I can see the service performance and make improvements based on the reporting. Based on the measurements, we can set up SLAs. We are measuring satisfaction, and that seems to be good. From now on, we can measure and evaluate and compare.”

“For IT services, we now have one central service catalog for all six plants. We are planning to set up a cost model for each service. Each plant has its own P&L, so they will be allocated the cost for what they use. The visibility and reporting in 4me, with its strong focus on service cost and quality, will certainly help us achieve this.”
 
He explains that the information will be used to improve the service delivery and user experience, and the fact that everything is transparent also means that IT can show trustworthy numbers to management. This will make it easier to obtain more IT investment.
 
The IT department receives about 1,000 requests per month. It is in the process of adding more knowledge articles so that more issues can be solved in the Self Service portal. Applying this Shift-Left principle is easy to do in 4me and will save a lot of time. 
 
The chatbot, for example, is now mostly used to set up a new ticket. As soon as there are more knowledge articles in the system, the chatbot will also be able to provide more advice. The chatbot can communicate in Slovak. The language features in 4me are very important to MHTH. 
 
Norbert says: “4me is by far the best service management tool I have ever used. It has a very strong user interface, excellent reporting functionality, and is quick to deploy. And, as it is a cloud service, I do not need special resources. We are able to do many things ourselves.”
 
Karina adds: “The whole project was a success. The collaboration with 4me and local support via OMNICOM worked very well. The whole process was focused, quick, agile, and with total quality management. We are very pleased with the outcome.”
 
Other departments such as Facility Management, Procurement, and HR are already asking if they can join the 4me platform. Once the tool is established and in the DNA of the users, MHTH will see how it rolls it out to other functions and departments, moving to true Enterprise Service Management.

“It’s all about information; without data, you can only offer an opinion. Now we have excellent visibility of everything. I can see the service performance and make improvements based on the reporting. Based on the measurements, we can set up SLAs. We are measuring satisfaction, and that seems to be good. From now on, we can measure and evaluate and compare.”

Norbert Skakala
CIO at MHTH

USI

SUCCESS STORY

USI

Swiss University Chose 4me to Provide One Complete Platform to Meet all its IT Service Needs

HEADLINE SUCCESS

staff

IMPROVED COLLABORATION

FULLY INTEGRATED SERVICE CATALOG

arrow-up

INCREASED SERVICE EFFICIENCY

The Platform’s Agile, Dynamic, and User-friendly Interface and Transparency and Speed Have Improved Collaboration and Communication

Università della Svizzera Italiana (USI) is one of Switzerland’s 12 certified public universities. It operates as a teaching and research organization and has three campuses in Lugano, Mendrisio, and Bellinzona in the Italian-speaking part of Switzerland. It currently has 3,350 students, 10,455 graduates, and an academic and administrative staff of more than 1,200.

Founded 25 years ago, USI is constantly evolving, always taking on new challenges while remaining true to its three guiding principles: quality, openness, and responsibility.

Modernizing Service Management

USI has been growing quickly since its foundation and is in the process of consolidating its management processes, particularly for requests by information technology users. It had a legacy open-source solution for managing cases linked to IT services (incident, problem, request) and some other areas. The tool worked well initially, but its user interface had limits: it was designed to solve cases, not to provide services to the users of IT.

USI was looking for a next-generation tool that would meet all the IT service needs of the organization in one platform. One of the most important factors on the list of criteria for a new tool was that USI wanted the opportunity to fully integrate its service catalog with its processes and risk management.

Another essential requirement for USI was for the supplier to provide dynamic, reactive, professional, and competent support, which 4me offers.

After seeing the proof of concept, USI realized that 4me was the right solution for the university.

Ivano Di Remigio, Coordinator of USI’s IT support for the users with the function of Service Manager, says: “The platform matches our needs perfectly. The interface is agile, dynamic and intuitive, which is much appreciated by all users and agents. And the platform is fast and transparent, making it easy to quickly see the status of pending requests, the progress of single projects, and the status of activities across the whole organization.”

Industry

  • Education

Location

  • Switzerland

Challenges

  • USI’s aging open-source solution was designed to solve cases, not provide IT services.
  • Also, there were disparate solutions for knowledge management and project management. The challenge was to find a
    single service management platform that
    could do it all.

Solution

  • ITSM

“The platform matches our needs perfectly. The interface is agile, dynamic and intuitive, which is much appreciated by all users and agents. And the platform is fast and transparent, making it easy to quickly see the status of pending requests, the progress of single projects, and the status of activities across the whole organization.”

Ivano Di Remigio
Coordinator of IT support for the users with the function of Service Manager, USI

Implementation

USI decided to implement 4me step by step over a period of about a year. This was undertaken by 4me’s trusted Italian partner C. H. Ostfeld Servizi, who ensured that the project ran smoothly and that USI ended up with a tool that met its needs exactly.

“It allowed us to make an internal analysis of our structure and needs and to build our platform, which was integrated with a complete service catalog that manages all our processes and all the risks.”

Training

As part of the implementation process, C. H. Ostfeld Servizi provided the initial training, which was dedicated to two different groups of agents: specialists and administrators. The training was done remotely due to the Covid restrictions. After that, 4me’s online courses, available at no extra cost to all customers, were enough to train users.

Scope

  • Service Request and Incident Management
  • Service Catalog
  • Service Level Management
  • Change Management
  • Project Management
  • Knowledge Management

Integrations

The integrations with 4me included single sign-on (SSO), Active Directory, and various web services.

Go Live

The entire IT service department now uses 4me and USI has centralized support for all users for all requests and problems related to support, business applications and infrastructure.
Ivano Di Remigio says:

“Since 4me went live for IT, staff and students at the university have found it far easier to access IT services and support. It has been so well-received that other departments have become interested in using 4me to manage non-IT service requests for their users. 4me will therefore likely evolve into an Enterprise Service Management application for the university.”

USI now manages around 1,000 user requests per month.

Results

4me has replaced several separate tools used by USI and offers a unique entry point to manage requests and services, saving both user time and individual tool costs. For example, knowledge pages have now been made available via 4me Knowledge Management, offering a single point of reference for all requests and instructions. 4me’s Project Management has also replaced a separate tool. USI now has a complete service management platform that provides full transparency and control.

Ivano Di Remigio explains: “One of the great things is that the introduction of 4me has allowed us to analyze, and further detail the service catalog making it more organic and efficient.”

“Requests are being tracked better and in a more organic manner, and we can easily improve and develop services. We have now reached a good standard of collaboration and communication with the users through a unique tool. We have received very positive feedback from users, especially about the transparency that we are now able to offer with request management.”

USI would certainly recommend 4me to other education institutions looking for a new service management solution.

“The work has been challenging and demanding, but very successful. The experience was positive in more than one way. First, our experience of working with C. H. Ostfeld Servizi to implement 4me was good as it helped us build our platform based on an analysis of our structure and needs. Second, since 4me went live, we always receive punctual assistance on all our requests or issues, which saves us a lot of time and energy.”

Ivano Di Remigio
Coordinator of IT support for the users
with the function of Service Manager, USI

SCALE IT

SUCCESS STORY

SCALE IT

4me Provides SCALE IT with Complete Visibility and Control of Service Cost and Quality

HEADLINE SUCCESS

costs

CLEAR INSIGHT IN COST & QUALITY

ontime

SUPERFAST IMPLEMENTATION

workflow

END-TO-END TRANSPARENT WORKFLOW

After a superfast implementation of 4me, the entire workflow is now transparent across the whole chain

Setting up, improving, or outsourcing IT management is the core business of managed service provider SCALE IT. They are always on top of new developments in the field of IT innovation, thinking about what this means for their customers and helping them make their IT service organization ready for the future. SCALE IT aims to create organizations where people can work pleasantly everywhere, and above all, to make IT work for their customers and ensure that IT generates money instead of costs.

SCALE IT is a rapidly growing startup focused on small and medium-sized enterprises (SMEs). They believe that the IT environment in organizations should simply work. Every day. And from anywhere. To that end, they offer the SCALE IT Workspace: a flexible digital workspace that is secure, scalable, always up to date, and fully managed. So that customers never have to worry about their IT environment again.

Time to switch to a future-proof solution

Right from the start, SCALE IT was using TOPdesk to manage their services, but soon enough they felt it was time to switch to a more comprehensive and future-proof solution for themselves and their customers. 

The main reason to switch was to get more insight into hours worked and productivity; how much time do you actually spend on a customer and real-time customer reports? Just basic things that were not well-arranged in the TOPdesk solution. Even obtaining a little insight would take far too much time. 

Nico Dreef, CEO of SCALE IT, explains: “Understanding the true cost and quality of our services is what we were looking for. Writing hours, justifying hours, being able to attribute hours to customers and services, and in particular, insight into the entire ticket handling. What do we spend on a customer, and especially how much time? We just didn’t have that information.” 

The team looked at several options, including TOPdesk and ServiceNow, but when they came across 4me and saw what it could do for them, they were sold. “As we all know, ServiceNow is pretty expensive, and from experience at a previous employer I learned it is also quite complex and labor-intensive.”

Ease of implementation was another reason to select 4me. The team had heard about the fast implementation from other 4me customers, so they were confident this was going to work.
Halfway through the implementation process, the team at SCALE IT heard that one of their biggest data suppliers has also chosen to switch to 4me. This was another confirmation that they had chosen the right solution.

Industry
  • Managed IT Services
Location
  • The Netherlands
Challenges
  • Scale IT was looking for a next-generation service management solution that would give them complete overview and insight into the actual cost of each of their services.
Solution
  • ITSM/ESM/Mobile
“Everyone can see everything now. That’s the essence of 4me. I value the ability to make the entire workflow transparent throughout the whole chain from customer to end service provider. We are so impressed with the 4me platform that we have also included the 4me service portal in our service portfolio to serve our customers better.”

Nico Dreef, CEO of SCALE IT

Implementation

The implementation was done in collaboration with 4me partner Bright Octopus. The whole process went very smoothly and according to plan. 4me was implemented within two months. Nico: “The collaboration was great, very interactive. They listened to what we needed, asked the right questions, came up with good solutions, and challenged us where necessary. That was a big plus.”

Two workshops were organized beforehand to see how the organization was doing. Bright Octopus and 4me emphasized that this was also a good moment to organize things slightly differently and smarter. Together, they had a good look at the service catalog. That is the essence of 4me. What do you offer, and what services do you need to provide? This is now all specified in 4me, and SCALE IT has even informed sales that they can only sell those services that are specified in 4me.

“What helped was that the consultants at Bright Octopus were both former managers at managed service providers, so they were able to sit on the chair on the other side as well. For example, they asked if we had ever thought about a separate administrative unit. They advised us to create a separate unit, giving us much more control over our administration. Together we made some changes to the organization that led to real improvements.”

Training

Some of the training was done during the workshops that were organized beforehand. The 4me CBT training portal and environment were also used to train things that were of critical importance for SCALE IT. After that, small groups were trained in their own environment as it is all about their way of working. This went well as it quickly became very tangible.

Scope

  • Request Fulfillment
  • Incident Management
  • Knowledge Management
  • Configuration and Asset Management
  • Service Level Management
  • Change Management
  • Project Management
  • Time Tracking
  • Financial Management
  • Risk Management

The scope was already expanded during the implementation. Knowledge management, for example, was not actually planned, but Bright Octopus showed it, and SCALE IT started working on it. This works very well. The same goes for resource planning and management. This was also already deployed so that staff had experience with it before the go-live. In the end, time writing was also included from the start, while it was actually planned for phase 2.

Integrations

So far, SSO and Active Directory were integrations that were included as part of the implementation. In the near future, SCALE IT is planning an integration with one of its cloud and data center providers.

Go Live

The go-live was a success. What helped is that SCALE IT involved some of the key users in the implementation project group, which worked really well. They knew what to expect and were able to give constructive input during the implementation process.

Nico: “People clearly like working with the tool. If there were any complaints, you would hear some of them right away; they tend to be very outspoken. But in this case, no news was good news.

“They all just started working with the new tool and we only got positive feedback about the ease of use, the design the communication to the customer via email. It all looks great.”

“The collaboration between Bright Octopus, 4me and SCALE IT also went well; the whole process was completely transparent. Any questions went via Bright Octopus to 4me with everything visible for all parties. We also had 4me developers giving explanations in the tickets, about features, requests, and such. That route was set up fairly quickly, so the chain is running smoothly.”

All new customers and most of the existing customers now work in 4me. At the moment, everything is focused on IT, but SCALE IT would like to roll out 4me to other departments like HR and facility management in the near future.

Results

Nico: “Everyone can see everything now. That’s the essence of 4me. A ticket with the same number across different domains, customers, suppliers. And with the push of a button, you have your service level report. This is service delivery the way SCALE IT likes it.”

“Time writing works perfectly, and I am a big fan of the app; it is very accessible and it’s easy to add attachments. I use it for everything now; there’s no need to go to the service desk anymore. In fact, the whole ticketing process is very accessible and easy to use. Everything is just right. Much better than before. It is all very intuitive. And on top of that, the look and feel, which was perceived to be a bit simple at the demo stage, really worked out very well.”

In terms of metrics, the situation can’t be compared to before. At SCALE IT, 4me is now used for everything really. On top of that they now have finally metrics, whereas before, they didn’t.
“I value the ability to make the entire workflow transparent throughout the whole chain from customer to end service provider. We are so impressed with the 4me platform that we have also included the 4me portal in our service portfolio to serve our customers better. It is now an integral part of our service.”

“4me in combination with its partner Bright Octopus worked perfectly. It was a productive way of working together; we received good advice based on questions, answers, and interpretations. At times we were also challenged, and the result is an excellent product that gives us all the insight we need.”

“We quickly realized that with 4me, we had the best tool on the market; very complete, fast to implement, easy to use, and with flexible licensing. 4me has everything you could possibly want built in the tool, and is ready to use. But you only use and pay for what you need.”

Nico Dreef, CEO of SCALE IT

Pick n Pay

SUCCESS STORY

Pick n Pay

Pick n Pay Transforms IT Services With 4me’s Complete Enterprise Service Management Platform

HEADLINE SUCCESS

staff

HIGH ADOPTION RATE

workflow

SEAMLESS WORKFLOW AUTOMATION

arrow-up

INCREASED ADOPTION OF SELF-SERVICE

Comprehensive next-level ESM platform enables complete cross-enterprise workflow automation.

African retail giant, Pick n Pay Group operates close to 2,000 stores across multiple formats in eight countries across southern Africa, including a 49% investment in TM Supermarkets in Zimbabwe. With a 54-year history, Pick n Pay benefits from strong brand loyalty and broad socio-economic appeal within the regions it serves. The Group follows a flexible investment and business model, seeking to find the most effective and appropriate operating model for a particular region; for example, operating company-owned stores, working alongside effective franchisees, or investing in businesses with established partners, while providing management support.

One Complete Cloud-Based ESM Solution to Transform IT Services

As they continue to transform digitally, Pick n Pay IT, the centralized IT division, was looking to speed up the transition from a pure IT service management (ITSM) model to an all-encompassing SaaS-based enterprise service management (ESM) platform, to streamline the collaboration between support teams, external service providers and consumers of the IT services.

Before 4me Pick n Pay used BMC Remedy for incident management, request fulfillment, problem management, and change management was done via an alternative method, and self-service was not used. Pick n Pay IT decided it was time for a next-generation service management solution to support their ambitions.

With the new solution, Pick n Pay IT wanted to avoid issues around availability, upgrades, and delays on new functionality delivered to the business.

Marius Wiese, IT Manager at Pick n Pay, explains, “We were looking for a cloud solution with better availability and business continuity and an ‘outside-in focus’ or service-oriented solution.

“This new ESM solution would have to provide full workflow automation, including seamless integration with third-party providers while providing us with complete control of service quality and cost. And we wanted ownership of such a platform to be brought back in-house.”

As part of the RFP process, Pick n Pay IT invited all the leading service management vendors. Marius: “After careful consideration, we decided to go for 4me, as the platform ticked all our boxes and some. We were immediately impressed with 4me’s complete enterprise service management solution, including their flexible licensing model.”

Industry

  • Retail

Location

  • South Africa

Challenges

  • Pick n Pay were looking to speed up transition from a pure ITSM model to an all-encompassing SaaS-based ESM platform.

Solution

  • ITSM/ESM
Marius Wiese

“We like the ability to scale license usage up or down from month to month without licenses expiring, the ability to add multiple roles to a single user while only consuming a single license, and the named licenses, which enable better control of the license usage. Also, you don’t need separate modules for everything. It’s all included.”

Marius Wiese, IT Manager at Pick n Pay

“In addition, new updates and features in 4me are pushed out every week and it’s up to us to decide whether to exploit them or not.”

“What was also beneficial was that 4me made it possible to have a QA environment for testing and access to demo environments for training purposes at no additional cost.”

Implementation

Blue Turtle Technologies helped Pick n Pay with the implementation of 4me. From day one to go live, it took 180 days to implement.

Marius: “The whole project was finished on time and budget. Throughout the process, 4me and Blue Turtle were very responsive to our needs, and we were given easy access to all levels of resources if needed. The trust functionality enabled us to escalate any issues very easily between ourselves, Blue Turtle and 4me, and enabled visibility of updates on these requests, with direct access to 4me if required.”

Training

Virtual classroom train-the-trainer sessions were provided by Blue Turtle and, in combination with the self-training in 4me itself, this worked really well.

Scope

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

Integrations

SSO, Active Directory, Control-M, Dynatrace, Navision, In-house web-based applications.

Go Live

Marius: “Thus far, the process has been seamless, and, after planning and mapping out the deployment of the 4me platform, we were able to switch our 450 support experts and 104 support teams over onto the system within one day.”

Going from a traditional CTI (Category/Type/Item) type approach to a service-centric approach required a change in mindset, but everybody quickly saw the benefits of this switch.

Marius: “What is great is that since we went live with 4me, we’ve been approached by other business teams and employees wanting to adopt the platform, making our life very easy. Everyone likes the user interface and is really impressed with the speed and ease of use, which clearly drives adoption.”

Results

Since Pick n Pay has started using 4me, the reporting and Dashboard have eliminated the reliance on spreadsheets and there is seamless collaboration between support teams and end users.

Marius: “Also, the quick and easy development of small system integrations and onboarding of other business units have provided us with an agile approach in taking on new services.”

“The implementation of 4me has been very successful. There have been no major issues since go live, and all functionality required was delivered on budget and on time. We’ve received very positive feedback from users on the responsiveness of the application and the ease of use. The adoption rate is high, and we have seen a significant interest in self-service usage, which will be a real timesaver when you handle around 35,000 tickets a month.”

Marius Wiese, IT Manager at Pick n Pay

Province of Antwerp

SUCCESS STORY

Province of Antwerp

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

HEADLINE SUCCESS

arrow-up

INCREASED EFFICIENCY

FLAWLESS IMPLEMENTATION

thumb

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

ZFV

SUCCESS STORY

ZFV

4me’s easy-to-use service management solution provides ZFV with complete visibility and control over their services

zfv logo

HEADLINE SUCCESS

COMPLETE TRANSPARENCY

thumb

IMPROVED USER EXPERIENCE

ontime

HIGHER SUPPORT EFFICIENCY

ZFV serves its customers with a new innovative and easy-to-use service management solution.

Founded by visionary Zurich townswomen in 1894, ZFV is today one of Switzerland’s leading and most diverse hotel, catering, and bakery companies in Switzerland. ZFV looks back on more than 125 years of success, which saw a turning point in 2020 when, like the rest of the hospitality and hotel industry, they were hit full force by the COVID-19 pandemic.

With around 2,000 employees and almost 200 companies, ZFV is active in all four parts of the country. As a cooperative, ZFV is aware of its social responsibility, always keeping the values of its founders in mind and showing that entrepreneurial thinking and responsible business complement each other sensibly. They inspire their guests and customers with innovative and varied products and services and take their role as a responsible employer seriously by offering their employees attractive working conditions.

A need for more transparency and simplicity

ZFV was looking for a modern cloud solution that works according to the principles of ITIL. Previously, ZFV’s ticketing system was covered by SharePoint where the user could record his problems. Someone then took the request and processed it. Unfortunately, there was no overall overview of who had taken which ticket, hardly any statistics, and it was confusing which requests were completed or still open. Obtaining a history of requests was difficult and very time-consuming.

Gérard Korda, Head of IT Operations at ZFV, explains, “We were looking for transparency and simplicity. The new tool had to be able to display the complete history of support cases in just a few steps and be easy to use for the customer. It is important to us that our support specialists, as well as our customers, can resolve a new support request in a simple, speedy and modern manner.”

ZFV wanted one tool and one central place where everything, now and in the future, from authorizations to orders, could be processed. They also wanted to store email requests and responses from the customer centrally. And they wanted to be able to extend the tool at any time and roll it out to other departments supporting proper Enterprise Service Management.

Industry
  • Hotel, catering and bakery business
Location
  • Switzerland
Challenges
  • ZFV was looking for an easy-to-use and modern service management solution that would give them complete overview and control of their services.
Solution
  • ITSM/ESM

“I would wholeheartedly recommend 4me to other companies looking for a new and modern service management solution. It is intuitive and comes with all the necessary functionalities and is absolutely fair in price.”

Gérard Korda, Head of IT Operations, ZFV

Implementation

ITConcepts successfully carried out the implementation within 90 days. All according to plan, despite the pandemic. Gérard: “Our collaboration with ITConcepts and 4me was very pleasant and the implementation was simple and straightforward. Thanks to the fast implementation, we were able to save costs even faster.”

“Interfaces for financial accounting and import of contact lists from Sharepoint into 4me were more of a challenge, but with a bit of brainpower, this was swiftly resolved.“

Integrations

SSO, Active Directory, Abacus Interface, and Sharepoint Interface were included as part of the implementation.

Training

IT Concepts conducted the training for the administrators. The agents were trained independently. They were all trained internally in small groups.

Scope

  • Incident Management
  • Problem Management
  • Service Level Management
  • Change Management
  • Release Management

Go Live

Gérard: “We learned a lot during the implementation and the whole project. Working with 4me made us reconsider our processes. It is not always about what is best for the department, but what is best for the customer receiving the service. We managed to identify the customer’s wishes and implemented them professionally.“

Specific features that impressed ZFV were the tight email integration, the @mention Twitter style communication and other collaboration features. It makes it easy to quickly engage with other people that can help resolve requests.

“Currently, it is just the IT department that uses the system. The colleagues in the team are very enthusiastic about the clarity and simplicity of the system. Everyone now knows exactly what is going on in support. Thanks to all the positive feedback, more departments have already requested to work in the system as well.“

Results

ZFV processes between 6,000-10,000 requests per year and thanks to the new way of working, they save around 30 minutes per day when it comes to support. Due to the improved transparency, with all telephone calls, e-mails and other inquiries consistently recorded in 4me, the support departments are always informed, everyone is always aware of the latest situation and trends become easily visible.
Gérard: “The switch was definitely a success. We can now generate incidents, problems and then initiate a change. Thanks to the switch to 4me, we save quite a bit of time, and the improved transparency means that everyone is always aware of what is going on.”

“Customer feedback is excellent as well. Thanks to the integrated knowledge database and satisfaction tool, we can respond directly and concretely to the customer’s wishes and serve them far more efficiently. In addition, we are now able to track our service cost and quality. We can monitor whether the SLA is adhered to and make accurate performance evaluations.“

ZFV is currently in the process of planning to roll out 4me to other departments, such as Marketing, Product Management, and Merchandise Management. More departments are expected to follow.

Gérard concludes, “I would wholeheartedly recommend 4me to other companies looking for a new and modern service management solution. It is intuitive and comes with all the necessary functionalities and is absolutely fair in price.”

“Aside from 4me, we also considered ServiceNow but 4me’s modern and continually and automatically updated functionalities convinced us. We were really impressed by how intuitive the tool is to use, as well as the modern appearance and functionalities. And the price-performance ratio is great. The fact that 4me is a cloud solution was another big plus.”

Gérard Korda, Head of IT Operations, ZFV

4me success story ZFV

Sovereign Speed

SUCCESS STORY

Sovereign Speed

A Superfast ITSM Implementation Exceeding the Customer’s High Expectations

sovereign speed

HEADLINE SUCCESS

ontime

PRESENTATION TO LIVE IN < 90 DAYS

ontime

IMPLEMENTATION EFFORT < 30 HOURS

staff

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

SUCCESS STORY

Sistemaš

A Grand Solution for Great Ambitions

HEADLINE SUCCESS

ontime

IMPLEMENTATION IN JUST 8 WEEKS

thumb

INCREASED CUSTOMER SATISFACTION

staff

SUPPORTING MORE THAN 50 CUSTOMERS

4me 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

SUCCESS STORY

va-Q-tec

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

va-Q-tec logo

HEADLINE SUCCESS

collaboration

BETTER COLLABORATION

workflow

SMOOTHER WORKFLOWS

alert

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

SUCCESS STORY

Stern

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

Stern logo

HEADLINE SUCCESS

ontime

IMPLEMENTATION IN TWO MONTHS

thumb

SURGE IN EMPLOYEE SATISFACTION

checklist

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