Acun Medya

SUCCESS STORY

Acun Medya

Acun Medya Opts for One Complete Enterprise Service Management Platform for the Whole Company

HEADLINE SUCCESS

SEAMLESS COLLABORATION

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INCREASED SERVICE AGILITY

100% VISIBILITY ACROSS THE COMPANY

Different business functions and different workflows are now successfully supported on a single future-proof ESM platform

Acun Medya was established in 2004 by creative force, entertainment and sports enthusiast, digital platform owner, and operator Acun Ilıcalı. It is a leading international production company and broadcasting group, producing worldwide formats including Come Dine with Me, Deal or No Deal, Got Talent, My Man Can, My Style Rocks, Power of Love, Fear Factor, Survivor, MasterChef, Dancing with the Stars, and The Voice.

In addition to producing daytime and primetime content in Europe, South and North America, Acun Medya produces its own sports-reality format EXHATLON and operates two national mainstream TV channels in Turkey: TV8 and TV8,5. Furthermore, it owns streaming service Exxen, Turkey’s digital platform, and recently acquired the English soccer club Hull City.

Acun Medya is growing rapidly and currently has offices in Turkey, the Netherlands, Greece, Mexico, Romania, Hungary, Malta, and the Dominican Republic, with plans for further expansion.

Tackling service complexity with one platform

The main issue Acun Medya was looking to solve was organization complexity. Over the past ten years, the company has grown exponentially into an international organization with staff frequently working at offices in different countries. Some of the employees work in a different country every six months. It had to be made as easy as possible for them to get all the necessary support from wherever they are.

There is some local support for services in some countries, but in many cases, the support functions deal with requests from several countries.

Acun Medya looked at many different task and project management tools, including Monday, Asana, Jira, and Trello. They also looked at ManageEngine, but that only supports one department, whereas Acun Medya has many different functional support teams, such as HR, Administration, IT, Maintenance.

Eda Takbak Şahin, PMO and Process Improvement Director at Acun Medya, explains: “One perfect platform for all is what we were after. Not just IT.”

They came into contact with 4me via ManageEngine. Eda says: “We listened to 4me just days before we were about to sign a contract with another company, and we were convinced. We had received a good offer from one other party, but we only had one weekend to decide. We spent the weekend trying to understand 4me and changed our minds.

“In the end, we decided to switch to 4me within two weeks. It was a swift decision, but it was obvious that 4me could handle everything we needed. It is a very complete and scalable platform that provides full cross-enterprise transparency. It is easy to create workflows and manage all our services and are able to work with different service catalogs in the different countries.”

Language was also an essential function for Acun Medya. 4me supports lots of different languages and also translates where necessary. Many Acun Medya employees only work in their mother tongue, and everyone is now able to write their issue or request in their own language, and support teams respond in their own language. Everyone understands each other.

Industry
  • Media production
Location
  • The Netherlands, Turkey, Greece, Mexico, Romania, Hungary, Malta, and the Dominican Republic
Challenges
  • Acun Medya has been growing rapidly in many different countries. It was looking for a solution to help it solve cross-enterprise service complexity for all departments.
Solution
  • ESM/SIAM/Mobile

“We now have complete visibility, which is a big plus for everyone. Customer experience has dramatically improved, and it provides us with complete control of service quality and cost. We can see how services perform, which ones create value for us and which ones need improving. This will result in a lot of time and cost savings in the future.”

Eda Takbak Şahin
PMO and Process Improvement Director, Acun Medya

Implementation

The implementation was done by 4me in collaboration with the team at Acun Medya. Ekrem Inan, the Service Management Architect at 4me, conducted the initial training for the small core team at Acun Medya. After that, they were able to enter all the services themselves supported by 4me. Together with the different teams, they analyzed which services they needed in 4me and the kinds of workflows and necessary approval processes. Service catalogs were created in collaboration with the different functions, and 4me then helped organize them.

Ayberk Gönülkırmaz, Process Improvement Team Leader at Acun Medya, says: “Right from the start we included all departments, and we divided the implementation by location. The Dominican Republic went first and was completed after one month. Then came Turkey. Within four-and-a-half months, we implemented all services for Turkey and the Dominican Republic. Of those four-and-a-half months, 4me spent the first two to three weeks implementing the solution, and after that, the team at Acun Medya was able to implement most of the services themselves.”

Eda adds: “The implementation really exceeded my expectations because I expected that we would analyze our workflows and services and would need 4me a lot for the implementation phase. But 4me provided us with some key pointers and, after that, it was really easy to implement everything ourselves. 4me just helped in the case of non-standard issues.”

Training

The implementation team, which in the case of Acun Medya was not an IT team, received around 12 hours of training from 4me in the first week. The support team members only needed a one-hour training session; that was enough to get them started. They received their login and it was easy for them to find their way around the system.

In collaboration with 4me partner BilgeAdam, a presentation and a short user manual were prepared for support teams to look up things after the training and go live.

Scope

  • Request Fulfilment
  • Problem Management
  • Incident Management
  • Service Level Management
  • Workflow Management
  • Project Management

Integrations

SSR, Active Directory, Oracle, IDM.

Go Live

4me partner BilgeAdam supports Acun Medya since the go live.

Alper Önsoy, Vice President Technology Services & Marketing at BilgeAdam Technologies, says: “We have come across many ITSM/ESM solutions, but 4me is different. There are tools on the market that are easy to deploy, but they lack vision. And there are ‘big’ tools with huge sub-tool divisions, but they are difficult to use. 4me is easy to use, but it also has the enterprise vision and features.”

BilgeAdam also has a 4me account. Acun Medya raises an issue ticket in 4me, and BilgeAdam or 4me responds and offers support in 4me.

Eda says: “From our side, a small team is enough to handle it. When you understand the basics and how to create a workflow, you can create others easily. That is definitely one of the things that impressed me once we started using 4me. We can solve a lot ourselves.”

“When we started working with 4me, we received all sorts of requests; can we add this, can we add that? We asked 4me and yes, yes, yes, it was all possible. Everyone was surprised at how adaptable and scalable the solution is.”

Acun Medya has found that 4me also works very well for end users as it is straightforward to use. Eda explains that they now just go to one platform and, if they can’t solve their issue in the 4me Self Service portal, their request will be directed to the right support teams.

Before 4me, they had to send request emails or apps and they were never sure who to address them to. For example, if someone had a problem with their home in a particular country, they would not know whether they should contact administrative services or the accommodation team. In 4me, this is straightforward. Requests don’t get lost in the system; you find the correct templates to open a request, and it automatically goes to the right team. Everything works easily.

The services are set up by location; If someone is working in the Dominican Republic, the location is automatically changed in the system and they get the relevant services for that location.

The end users can easily see how long it takes to solve an issue; they can follow the progress of their case as the system is completely transparent and they are kept informed at every step.

Eda says: “In our company, many people don’t have desks. With 4me, they can do everything via the app on their mobile as well. So, we see no frustration there.”

It is also very easy for support team to report on the workload now, including how much they process per month, what the status is, and so on.

Results

Eda says: “We now have complete visibility, which is a big plus for everyone. Customer experience has dramatically improved, and it provides us with complete control of service quality and cost. We can see how services perform, which ones create value for us and which ones need improving. This will result in a lot of time and cost savings in the future.”

Many different functions and different workflows are supported in 4me. Acun Medya currently has 110 service instances in 4me for nine different functions. Over 2,000 employees are supported in 4me in their own language, and the total number of employees that support those functions is around 150.

Eda explains: “Around 3,000 requests per month are being handled in 4me, which in this case is a good thing as people are adopting the system and everything is being channeled through the one platform. We now see, team by team, what people are working on and what the satisfaction levels are. We have the chance to improve the quality of the services delivered where necessary, so the customer experience goes up.

“The service catalogs play an important role. Based on the different locations and services, they make things much clearer and, as a result, the user experience has improved.

Because of our understanding of the product, we were able to analyze what we needed where and be more agile. Because we can implement case by case, there is no need to wait for everything to be ready.”

Eda emphasizes that Acun Medya uses 4me for its complete enterprise service management as the intention of the entire project was to reduce service complexity across the enterprise. IT is just one of the many departments that use the platform. Some 80 percent of the usage is non-IT. The different departments that use 4me are Administrative Affairs, IT, HR, ERP, CDM, Accommodation & Travel, Security Services, and Healthcare. And more are set to follow.

Eda says: “By implementing this tool, we have been able to improve all our processes. It is easy for us to create workflows; there is no need to have coding capability. An analytical mindset is enough to understand how it operates. We can implement most of the things ourselves but, when necessary, we receive excellent support from 4me, they are very accessible.”

“I would recommend 4me to any company looking to transform their enterprise service management and simplify and improve processes. It provides complete cross-company visibility, is easy and fast to implement, user-friendly, and highly scalable.”

Eda Takbak Şahin
PMO and Process Improvement Director
Acun Medya

SSP Group Customer Journey

Ordina

SUCCESS STORY

Ordina

How a Belgian MSP Uses Digital Transformation to Preserve Its Edge

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HEADLINE SUCCESS

ontime

QUICK AND PAINLESS ROLLOUT

workflow

SEAMLESS CUSTOMER COLLABORATION

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USER SATISFACTION UP

Taking a Digital Lead Over the Competition With a Future-Proof SIAM Solution.

Ordina is an independent IT Services Managed Service Provider (MSP) active in the Netherlands, Belgium and Luxembourg. The company devises, builds and manages solutions for the automation of business processes and ICT by connecting technology, business challenges and people. With an annual turnover of more than 369 million euros, around 2,650 employees and 8 offices, the company is one of the major players in the Benelux. Ordina was founded in 1973 and its shares are listed on Euronext Amsterdam.

Ahead of Change

Ordina presents itself to its prospects and customers as a digital transformation partner. With great people, services, technologies and tools, they strive to keep their clients ahead of change. With growing reports that their current service management solution – an on-premise TOPdesk implementation – was no longer adequate, they decided to conduct an audit.

A new solution was to bring Ordina service management to the cloud. TOPdesk was consulted for a current version of their software, as well as ServiceNow and Fresh Service, but the choice quickly fell on 4me. For several reasons.

  • RThe user interface: Ordina wanted an attractive product that would immediately guide their internal and external customers through the Ordina IT service delivery journey;
  • Flexibility: Easy adjusting to workflows and methods without customizations;
  • Approachability: Both 4me and the partner InfraVision were easy to talk to, transparent and quick with answers;
  • Integration: A complete integrated solution without the need to keep purchasing and installing separate modules;
  • New features: The continuous development and rollout of new features that become available automatically;
  • And: SIAM. The world revolves around services, in every sector. In order to be able to implement integrations with external parties easily, Ordina is going to get the advantage it is so keen to give its customers

Industry

  • IT Services (MSP)

Location

  • Belgium, The Netherlands and Luxembourg

Solution

  • SIAM
jo geeraerts

“I strongly believe in the SIAM philosophy, as it ties in seamlessly with our slogan ‘Ahead of Change’. We see from the market that there is growing traction on the SIAM idea and for service providers it is already becoming a unique selling point. For some customers it is even a requirement to be able to work with them. I am convinced that we are now getting ahead of the competition.”

Jo Geeraerts, Business Unit Manager BPS, Ordina

Implementation

The implementation of the 4me Service Integration And Management solution at Ordina was done by InfraVision, an experienced partner of 4me. According to Jo Geeraerts, Business Unit Manager BPS at Ordina, the service organization had an immediate click with the implementation partner. “They have an unassuming approach, are very available and approachable, and know their trade. If we had to start over, we would change nothing. InfraVision had a clear step-by-step plan and a flexible approach, which is now clearly reflected in the results.”

4me is based on standards, so every implementation is the same. This makes it very easy for Ordina to integrate with customers that work with 4me as well. In four months, the service organization has set up a working system that sees new users and departments added every week. 

Within those four months, they also made all necessary integrations, like single sign-on (SSO), SAP SuccessFactors for the HR department and Microsoft Intune. 4me is used as the single source of truth, enriched with data from the other tools. The Infravision integration platform functions as middleware between these components.

Training

For the transfer of knowledge to our teams, InfraVision has undertaken the first training courses, particularly the administration training. Ordina’s product owner then took over for the preparation of specialists and end users. With the help of the partner and the standard 4me training, this also was a smooth transition. The product owner has already gained enough knowledge of the system to independently onboard new customers and employees and to provide demos.

Scope

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

Go Live

The kick-off of the project was at the beginning of June 2020, and in October the system went live with one business unit plus some external customers. The company-wide launch took place in January. From that date, most parts of Ordina work together seamlessly on the same Service Management platform: IT, Service Desk (which manages the digital workplaces for the entire Ordina Group with over 3,000 workplaces), Supply Chain & Optimization, Security & Privacy (on a separate domain), SAP, Robotics and Facilities.

Jo Geeraerts: “Next in line are HR and the remaining business units. And of course all existing external customers, either through integrations or via Trusts, if they also use 4me. From now on, we will offer 4me to all our new customers. Using 4me will not only help us with collaboration but also with acquisition.

Results

At the time of writing, Ordina has not yet conducted any quantitative research into performance indicators, such as speed, costs or employee satisfaction. But the informal feedback from the users is extremely positive, especially about the userfriendliness and transparency of communication. The famous thumbs up in the Self Service portal are also highly appreciated, it provides a good insight into user satisfaction and is already used to improve internal services. The overall acceptance is impressive.

One of Ordina’s biggest wins is Knowledge Management (KM). It gives them the opportunity to communicate indirectly with the end user, without the need for a request or incident. This, in turn, gives them more control over operations. Jo Geeraerts adds: “Our Supply Chain & Optimization unit – which provides niche services to customers in service and project form – sent us an email to thank us for the results and the priceless new opportunities that 4me and its knowledge management now give them to further expand their business. How is that for acceptance?”

Another winner is the reporting module and all its features. In the previous system, Ordina had hardly any reporting options, and now they can draw up reports themselves and create and share dashboards (for example via QR codes). The mobile app also functions wonderfully, and, in their words, “everything just works.”

“In retrospect, we should have done this implementation before. A tool is just a tool, but it can ensure that people work better together. With 4me, our people are more satisfied at work, which means we can provide better service. Certainly for service providers, it pays to work together on a tightly integrated ecosystem. This is the way of
the future.”

Jo Geeraerts, Business Unit Manager BPS, Ordina

4me success story - ordina

Cabka

SUCCESS STORY

Cabka

Cabka Successfully Invests in More IT Efficiency, Teamwork and a Self-Service Approach

HEADLINE SUCCESS

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QUICK USER ADOPTION

staff

BETTER COLLABORATION

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HIGHER SUPPORT EFFICIENCY

The fact that the tool is so user-friendly is definitely a critical element in the quick and widespread user adoption.

Cabka has been developing and producing products from recycled plastic for more than 35 years. The company is a pioneer in processing hard-to-recycle plastics and makes a wide range of technical plastic products from industrial and household waste. Cabka is present worldwide and has production facilities in Belgium, Germany, Spain and the US. The Cabka IT team provides support to 500 employees, spread across locations in different countries.

Central IT, Global Support

Cabka’s activities may be spread worldwide, but Cabka resolutely opts for centralization when it comes to IT. The organization comes from a situation where each Cabka branch had its own local IT environment. In recent years they have consciously opted for central IT management.

The manufacturer’s choice for 4me is in line with this centralization strategy. “We don’t have local IT experts in our various locations today, but we want to continue to guarantee good support to all our employees. We used to have a ticketing system, but our employees hardly used it. When we introduced 4me, this changed quickly,” says Hans Callens, Group IT Director at Cabka.

Industry

  • Manufacturing

Location

  • Worldwide

Solution

  • SIAM
Mohammed El-Khatib

“Especially when launching major IT projects, it becomes clear how important a tool like 4me is. We highly recommend 4me for companies that want to focus on efficient IT processes, teamwork within the IT team and self-service for users.”

Mohammed El-Khatib, IT Project Manager, Cabka

Implementation

To implement 4me within Cabka, the company could count on the expertise of Savaco. “It is thanks to Savaco that we got to know 4me, and it is also the Savaco team that guided us in its rollout within Cabka. This went very smoothly from the start. We started small and expanded the system step by step,” explains Hans.

Training

After the first group of users did the standard 4me training, myBrand, in collaboration with Joost-IT, created screencasts to train the bulk of the consultants. These screencasts now function as a reference and are also used for our external customers and suppliers. myBrand created a special web page explaining what 4me can do for them, what has changed and how to use the Self Service portal.

Go Live

Crucial in optimizing the IT support process is that users quickly and gladly adopt the new way of working. “That was a challenge for us,” says Hans, “Our colleagues were used to calling us or just popping in at our office to ask a question, and creating a new habit is not always easy. However, most users found their way to 4me very quickly. The fact that the tool is so user-friendly is definitely a critical element in this user adoption.”

At Cabka, 4me is not only used for questions from internal users to IT, but also to optimize the collaboration between the IT department and external partners. For example, a connection was established with IT partner Savaco in order to easily escalate questions to the Savaco Service Desk. 4me is also used for communication with other external partners.

In addition, Cabka aims to involve other departments than IT in the 4me story in the future. “With 4me, you can not only ask questions to IT but also streamline other central enterprise services,” explains Hans. “Now that the process at IT is going smoothly, we will look at optimizing other processes such as onboarding or quality via 4me in the future.”

Results

Today, Cabka has been working with 4me for about two years. The platform works as a sort of internal ‘help button’ through which users from all Cabka sites can ask questions to IT. “For us on the IT side, it is very useful that we can re-consult our internal notes on tickets later. In this way, we create a knowledge base for our team, in which all colleagues within the IT team can find the solution for common questions, without having to reinvent the wheel themselves,” says Mohammed.

“On the other hand, with 4me we also created a self-service system for our users. When we answer their question via 4me, we always provide some information or tips to avoid the problem in the future. When creating a ticket, people can also check whether they have asked this question before and what the solution was then. In this way, users are increasingly finding a solution themselves, without having to consult IT.”

This self-service approach benefits efficiency in the IT team. But 4me also offers advantages in terms of teamwork and IT management, says Mohammed: “In the past, when a user simply called someone from the IT team with a problem, this information often did not go beyond the site where the problem occurred. Now that every question is centrally registered, our IT team has a much better overview of what is going on in the various sites. This allows us to coordinate our tasks better and work together more efficiently within the IT team.”

“Thanks to 4me, we can now support our colleagues in a very structured way. An employee logs a ticket, we at IT provide an answer or a solution, and all this information remains available. This gives great advantages for the future.”

Mohammed El-Khatib
IT Project Manager, Cabka

4me cabka success story

myBrand

SUCCESS STORY

myBrand

Standardized Processes and Real-Time Service Level Reporting

HEADLINE SUCCESS

100% VISIBILITY

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100 CUSTOMERS CONNECTED

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BOOST IN CUSTOMER SATISFACTION

Standard Monthly Service Level Reports
Save myBrand Time with Each of Their
100 Customers.

myBrand is an SAP Service Provider operating from three different locations in The Netherlands. The company was created in 2004, and in less than two decades, myBrand has grown into a successful and respected SAP service provider with over one hundred employees.

Their organizational culture and business model stem from the dream of creating a professional SAP services organization where they would like to be customers. myBrand’s mission is to be the customers’ most valued service provider. Three pillars were created to support the mission: long-term relationships with customers and staff, an excellent price-quality ratio and integrated SAP services offering, combined with competence in low-code solutions.

Digital Transformation Into an Intelligent Enterprise

Their customers’ needs brought about myBrand’s Service Management Overhaul project for better information and an internal need to revise their processes, standardize their workflows and ease administrative work. The current system – an in-house solution called Prisma – was outdated, lacked modern functionalities and was not suitable for future needs. 

For myBrand, a new solution also needed to include better standard reports and automation possibilities and – more importantly – be a SaaS solution with excellent support.

After redefining existing processes, myBrand proceeded to a supplier selection, including 4me and other service management tool vendors. According to Lotte Bronswijk-Egbertzen, team leader and customer coordinator at myBrand, “myBrand chose 4me because it is best suited to our specific needs. For us, the total cost of ownership, its prescriptive nature defined by standards and best practices, and service-oriented design made 4me stand out above the other candidates.”

“How do I transform my organization into an intelligent enterprise?” myBrand asks on its website. By implementing 4me, the company demonstrates its commitment to digital transformation. Being a Managed Service Provider (MSP), the company’s technological infrastructure can be a driver for change. 4me is a strategic collaborative tool that supports the Service Integration and Management (SIAM) approach. It allows an organization’s internal and external service providers to collaborate seamlessly while providing real-time insight into the delivery level.

Industry

  • Information Technology

Location

  • The Netherlands

Challenges

  • The implementation of 4me was more than just installing a tool. It meant redefining the processes between myBrand and their customers, a project that had already been on the agenda for some time. Even within the different myBrand locations, there were differences in processes. With the implementation of 4me, these processes are now all standardized.

Solution

  • SIAM
Dennis-Bruijns

“This project helped us to further standardize and optimize our existing processes within the company. It also helped us gain insight into a wide variety of services, and it is a stepping stone to further automation of processes without losing customer focus.”

Dennis Bruijns, Director myBrand

Implementation

4me business partner Joost-IT carried out the implementation. The project duration from the first signature to go-live was about seven months, a relatively short time for a project of this complexity with many integrations, such as Single Sign-On, Active Directory and over 100 external customers. Some customers connect through email integrations, but most use the 4me Self Service portal or an interface. The customers who use 4me were the easiest to connect: all Joost-IT had to do was set up a 4me account trust that was established in a matter of minutes.

Lotte about the collaboration with Joost-IT and 4me: “The partnership with Joost-IT is ongoing and keeps getting better. They are truly involved in helping us optimize our services, applying their knowledge and aiming for customer delight. Our experience with 4me is excellent, too. We take part in the yearly Customer Advisory Board (CAB), and it is fantastic to see how our needs, and those of our customers, are being addressed in new releases. 4me even organized a yearly CAB based on our feedback and our desire to pay more attention to the specific wishes of Managed Service Providers. It proved to be the right choice.”

Training

After the first group of users did the standard 4me training, myBrand, in collaboration with Joost-IT, created screencasts to train the bulk of the consultants. These screencasts now function as a reference and are also used for our external customers and suppliers. myBrand created a special web page explaining what 4me can do for them, what has changed and how to use the Self Service portal.

Scope

  • Self Service
  • Request Fulfilment
  • Incident Management
  • Problem Management
  • Configuration and Asset Management
  • Change Management
  • Service Level Management

Knowledge Management and Project Management are already on the agenda.

Go Live

myBrand went live with 4me at the end of 2019. In their first full year of working with the system, their consultants and customers registered more than 33,000 tickets. myBrand’s customers are enthusiastic about how easy the system is to use. “Our customers can see exactly where their requests are, whether they are being worked on and what the priority is. Soon we will go one step further by making reports available from the Self Service portal,” said the customer coordinator. Reporting options in the Self Service portal is one of the prioritized outcomes of the CAB, requested by myBrand. It goes to show that 4me takes co-creation with its customers very seriously.

Results

The biggest advantage of 4me for myBrand is that everyone now works according to the same process enforced by the system. That makes work faster and easier, both for our employees and for current customers.

Lotte Bronswijk-Egbertzen: “I can recommend 4me to any service provider, especially with regard to the standardization of processes and how easy it is to set up a trust with customers and suppliers. I am a true 4me ambassador: I tell every new customer about our experience with 4me and how easy it is to work with customers who also work with 4me. We always hope that like us, they also choose 4me.

““I am a big fan of the dashboards; the reporting options are tremendous. I can now offer a lot more insight to the customers. Where it previously took me several hours to create a service-level report, it now only takes just a few mouse clicks. That has resulted in a change of perspective, from discussing past performance data to reviewing future opportunities and the customer’s roadmap.”

Lotte Bronswijk-Egbertzen
Team leader and customer coordinator, myBrand

4me - mybrand success story

Vandewiele

SUCCESS STORY

Vandewiele

vandewiele logo

Loom manufacturer Vandewiele selects 4me Enterprise Service Management to support its employees’ needs and to deliver optimized, user-friendly IT service.

Need for Efficiency

As a manufacturer of high-tech machines, Vandewiele attaches great importance to innovation. The entire company is highly automated, and almost all its employees depend on well-functioning IT. Vandewiele’s extensive IT team receives dozens of questions from colleagues every day: about PCs, software, printers, cyber security and so on. In order to answer these questions more efficiently and quickly, Vandewiele needed to streamline the process.

Laurent says: “We had an ITSM (IT Service Management) system for some time, but it was cumbersome and not really user-friendly. As a result, it was rarely used. Our end users preferred to call the IT service desk or send an email. They felt they could be helped more quickly if they contacted us directly than if they logged a ticket into our system. This resulted in lengthy email chains before a question reached the right person. That’s why we started looking for a more efficient alternative.”

Service Integration and Management

Vandewiele has been working closely with IT partner Savaco for many years, both in support of the IT service and in product development. “It is thanks to Savaco that we were able to track down 4me, and we decided to join forces with Savaco and 4me to optimize our IT services”, says Laurent.

4me is a SaaS solution for Enterprise Service Management, which streamlines internal services within companies and brings everything together in a single application. 4me works like an internal help button that allows users to ask questions to the IT department, as well as other centralized service domains such as HR, Facilities, and so on. In addition, 4me offers Service Integration and Management (SIAM). This makes it possible to optimize not only the internal service delivery, but also the collaboration with external partners.

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
laurent evrard
“4me enables our employees to submit all their questions concerning IT services to one central platform. This way, both users and the IT department work much more efficiently.”
Laurent Evrard
IT Infrastructure Manager, Vandewiele

Smooth Integration

Vandewiele called on Savaco to help integrate 4me within the company. A workshop determined how the structure of the system could best be set up, which services would be integrated in 4me and how the processes would run. “4me is a SaaS application that offers a lot of standard functionality, but you can also define how you build your system. We looked at the system from the end user’s point of view: What questions can a user have? How will they look for information? We wanted to focus on user-friendliness right from the start,” explains Laurent.

Savaco took care of the implementation. “The advantage of such a SaaS application is that you can implement it very quickly once you have determined how you will build the system. We spent about a week setting up the basis of our 4me tool,” Laurent adds.

Shift Left

In a short period of time, Vandewiele was able to really appreciate the benefits of 4me. “We can avoid sending emails back and forth between the user who has an issue and the IT support staff asking for more details. Moreover, with a number of frequently asked questions, users can solve the problem themselves based on the information we make available in 4me. In the service management methodology, this is called shift left: we encourage users to find the solution to simple problems independently by sharing our knowledge with them. This frees our team to tackle more complex questions,” Laurent explains.

Expansion to Foreign Branches and New Services

In a second step, 4me has been implemented in several foreign branches of Vandewiele. “Several sites have limited IT teams and some work independently to keep the IT environment at their site running, but of course they are also in contact with us at head office. Separate 4me environments have been set up for them. Users in these branches ask questions to their own IT department. If it concerns matters that are supported centrally, the question can always be escalated to the central IT organization in Marke. In turn, we can pass on questions to the service desk of our IT partner Savaco via 4me at the head office. This ability to optimize the cooperation with external partners is one of the major advantages of 4me,” Laurent says.

Now that 4me is in full use for IT, Vandewiele is also looking into whether additional services can be included in the system. Laurent explains: “We are now working hard to integrate Facilities into our 4me environment, so users can submit questions about the buildings at our head office to the right people via 4me. From problems with the lift, to a meeting room that needs to be cleaned, to questions about the parking spaces, all these will soon be reported via 4me.”

Users Satisfied

When asked whether he would recommend 4me to other companies, Laurent answers enthusiastically: “Definitely! For us, 4me offers a lot of advantages and I’m sure other companies can also make their IT support more efficient with 4me. The tool helps everyone in IT concentrate on their work.”

“Thanks to 4me, everyone knows what needs to be done first and which things can wait a little longer. This way, everyone in our team can easily save an extra hour every day.”

But even more important than the efficiency gains, according to Laurent, is the positive feedback from end users. “A good customer experience is crucial and our customers are our employees. We see that colleagues are logging more and more tickets via 4me, and we regularly receive compliments from users about how easily they have been helped. These things prove to us that 4me has been well received and that our users are satisfied with it.”

Vandewiele is also satisfied with the cooperation with Savaco and with 4me. “4me is very open to suggestions or comments from customers. For example, it has already made improvements to the system based on feedback. Also, the contact with Savaco has always gone smoothly,” Laurent explains.

Vandewiele continues to refine the setup of 4me within the company to further optimize its services. “In this way, we want to further define the various workflows within the system. We also want to share more knowledge in 4me for our users, in line with our shift-left strategy, and offer even more independence to solve problems.”

About Vandewiele

Vandewiele, headquartered in Kortrijk (Marke), is market leader in the design and manufacture of high-tech machines and solutions for the textile industry. The company produces machines for the entire production process: from making yarns to the final finishing of the textile products. Vandewiele employs 3,000 people worldwide, including some 700 at its headquarters.

 

laurent evrard

“A lot can still be done, but in the meantime we are already reaping the benefits from more efficient IT services. I can therefore strongly recommend 4me to fellow IT managers, just do it!”

Laurent Evrard. Vandewiele

TWC

SUCCESS STORY

TWC

twc logo

TWC selected 4me to provide seamless service to their customers via one integrated service provider. Employees of TWC customers no longer see a difference between internal and external service providers and can instead focus on the service they require.

Full-Service IT Partner

TWC Automatiseringsdiensten BV helps organizations to optimize their business processes with effective and efficient system management and cloud computing. All TWC system managers have their own specialism. Together they stand for an almost infinite source of knowledge and experience that customers can take advantage of. TWC thinks that perfect, customized, service delivery can only be realized with personalized human contact. Automation, in the end, is there to improve the way people work. Together with the customer, TWC always finds and offers the best solution.

History

Since 1993, TWC has been building up its service portfolio and customer base. Initially, the organization was focused on network and server administration. In 2001 it started providing some applications as a service. This part of TWC’s business has been a strong driver of its growth ever since. Nowadays cloud computing, system management, consultancy, analytics and security have become the core activities. More and more large organizations realize that external support for automation offers many advantages. Not just with regards to implementation, continuity and capacity, but also financial by optimizing operational budgets to reducing expenditure.

Industry

  • IT Outsourcing

Location

  • Netherlands

Challenges

  • How to provide efficient and high quality support to customers
  • Making support very user friendly to improve customer satisfaction
frank lodewijks
“It’s a profitable situation for all - collaboration improves, we become more and more of a partner instead of an external service supplier. All of this is standard functionality in 4me. With other service management applications we would have had to build and maintain all these integrations which would have been very costly.”
Frank Lodewijks
TWC

4me: the Best Solution to Connect Organizations

TWC has been working with 4me for 5 years. 4me is the only enterprise-class service management solution that allows organizations to set up their own service management environment and seamlessly connect with their providers. Even if such providers are using another service management solution, the 4me Integrations Service makes it possible to collaborate and track the service levels while the integration is maintained as-a-service. That is what makes 4me the only solution to support Service Integration and Management (SIAM) for consistently delivering services provided by multiple internal and external suppliers.

It integrates them into end-to-end services that meet the requirements of the business and gives visibility into the performance of every party in the service delivery chain.

5 Years ago TWC replaced their existing incident and change management solution with 4me. “The user interface of 4me allowed us to register requests and their requesters much faster,” recalls Frank Lodewijks, Managing Director at TWC. “The product also had Change and Service Level Management features included in the service charges. Actually all functionality is included so we do not get charged for additional modules, storage, etc. Also, 4me was implemented quickly and it didn’t need complicated technical designs or consulting.”

When TWC started using 4me’s complete ITSM solution their service catalog was registered, including the different service offerings, contact details of TWC’s customers and their service level agreements. 4me’s strong collaboration features have changed TWC’s customer approach in the past 5 years and the company now uses 4me to work together with its customers where all have their own separate ITSM environment.

Now requests, changes and tasks can be easily exchanged between their customers and TWC. This has led to a massive increase in efficiency, much better visibility in the quality of service and increased customer satisfaction while maintaining each organization’s control over their own system and data.

Weekly Free Updates with New Functionality

4me offers free upgrades every week. New functionality is delivered fast and customer feedback is always taken into account. This reflects 4me’s belief that service management is ‘something you do together’. Lodewijks: “We are very pleased with the fact we are seen as a valued partner; our feedback is used to improve the product and the level of support is high.”

TWC’s Theo Desmet (Support Engineer and 4me super-user) and Marco Kleisterlee (service manager) are actively contributing to 4me by providing input learned from actual implementations of 4me. The input is highly valued by 4me. Desmet comments: “We first use new features offered by 4me internally before introducing and implementing them at our customers. We now use 4me for incident management, knowledge management, problem management and request fulfillment, while project management is in a test phase.”

Lodewijks adds: “In March we have existed for 25 years. Our mission is to improve organizations by means of IT. We take a close look at their challenges and think of the way IT can be of help. We have enough employees to be big enough to serve large customers, but are small enough to be agile. We are a technology-driven organization, like 4me and continuously ask ourselves how we can serve our customers better. That’s why we only want to build solutions that are very good. Every two years we appraise each piece of technology we use and ask ourselves if the technology still corresponds with the path we are following.”

Solution

  • 4me seamlessly connects organizations and their service providers
  • Employees of our customers do not see the difference between internal and external suppliers anymore, everything works as one integrated service provider to them

Results

  • One stop shopping for customers: 4me is the center of all their service related questions and requests
  • Increased efficiency and customer experience, lower costs
  • OvertheWeb self service portal
  • SLA maintenance more efficient thanks to service catalog

Porsche Groep Zuid and TWC work together

Porsche Groep Zuid has 3 branches in Brabant and Limburg with local IT environments. TWC is responsible for these environments and is the first contact for Porsche Groep Zuid employees to answer questions about IT and facilities. “Sometimes challenges and their solutions touch multiple branches”, Lodewijks explains. “We introduced 4me as a solution to standardize these processes in order to offer the different branches the same solution to the same problem. Porsche Groep Zuid is very enthusiastic, 4me will go live soon and guarantee that all IT and facility questions, asked in all branches will end up with the right team at TWC or other external suppliers.

“A part of the approval process can be outsourced this way too. We offer Porsche Groep Zuid a service management system that immediately processes requested approvals. The system is theirs and not shared with anyone else, yet it is connected to TWC and tickets are forwarded automatically. This saves a lot of work. An administrator raises a ticket with their contact. Due to the direct 4me connection the user has the impression we are part of Porsche Groep Zuid. “It’s a profitable situation for all – collaboration improves, we become more and more of a partner instead of an external service supplier. All of this is standard functionality in 4me. With other service management applications we would have had to build and maintain all these integrations which would have been very costly.”

New Technology

A weekly 4me upgrade means new features every week – small and large changes. For a large addition like the Project management module this requires extra knowledge and an investment in time to get acquainted with the new possibilities.

Desmet: “The Project management module needs to be implemented carefully. All project management approaches, like Agile and Prince2, are supported. But what do you and your customers use and how can you integrate them into the other processes? This needs thorough upfront thinking. 4me is very user friendly and we have gained a lot of knowledge over the years. Certainly important, because we implement it at our customers too! We are very happy with 4me. It is cutting edge technology, helping us to realize our mission of improving organizations by means of IT.”

theo desmet

“We are very happy with 4me. It is cutting edge technology, helping us to realize our mission of improving organizations by means of IT.”

Theo Desmet
Service Desk Team Lead, TWC

SSP Group

SUCCESS STORY

SSP

ssp logo

4me Serves Up Enterprise Service Management for SSP Group. SSP Group’s service management solution did not provide supplier support so it chose 4me to radically improve collaboration.

About SSP Group

SSP Group is a leading operator of food and beverage concessions in travel locations, operating restaurants, bars, cafés, food courts, lounges and convenience stores in airports, train stations, motorway service stations and other leisure locations. With over 50 years of experience, today SSP Group has more than 39,000 employees, serving approximately one and a half million customers every day. SSP Group has business at approximately 180 airports and 300 rail stations and operate more than 2,800 units in 35 countries around the world.

SSP Group operates an extensive portfolio of more than 550 international, national, and local brands. Among these are local heroes such as Brioche Doree in Paris, LEON in London, and Hung’s Delicacies in Hong Kong. The range also includes proprietary brands created for the travel sector including Upper Crust, Cabin Bar and Ritazza, as well as international names such as M&S, Burger King, Starbucks, Jamie’s Deli and YO! Sushi. SSP Group also create stunning bespoke concepts such as Five Borough Food Hall in JFK, New York and Norgesglasset Bar in Oslo Airport.

Multi-Workspace to Multi-Tenanted Service Management

SSP Group was using a traditional solution for some of its service management needs, predominantly in support of UK Operations. The organization originally implemented a system because it could create a dedicated workspace for specific support groups that could improve service management at a functional level, such as SSP Group Authorizations. However, it did not provide a universal and connected structure to support collaboration and supplier management across regions, all third-party providers and business service areas. SSP Group needed a multi-tenanted solution with Service Integration and Management (SIAM) as standard.

Before selecting 4me, SSP Group considered upgrading but performance from an on-premises solution could never match a SaaS service. SSP Group also thought about including leading vendors, such as ServiceNow, in a tender process but none could fully satisfy the three tenets required. These were:

  • Collaboration – to seamlessly work with, and manage, multiple internal and external suppliers without losing sight of SLAs
  • Knowledge – to continuously compile, author and present knowledge in a service management solution, to speed self-service adoption and reduce first-line support burden and email volumes
  • Transparency – to track and openly report on service success and operational satisfaction and provide meaningful management information to service owners and business stakeholders.

4me partner, Revo 4me Services, implemented 4me for the SSP Group UK Operations desk in 2016 at London Euston, which demonstrated that the solution had the capability to manage a service supply.

Industry

  • Catering and Retail

Location

  • UK HQ, Global Operations

Challenges

  • To standardize on a global service management platform
  • To collaborate and manage multiple internal and external suppliers without losing sight of SLAs
  • To use knowledge to speed self-service adoption and reduce first-line support burden and email volumes
  • To track and openly report on service success and operational satisfaction to service owners and business stakeholders.
nick earp
“The Total Cost of Ownership (TCO) of 4me has been very acceptable to SSP Group. The value of the product was a big driver, speed of implementation compared to many other products a real bonus. Important to SSP Group is the Agile way of working that has allowed SSP Group is to globalize service management.”
Nick Earp
Head of Global IT Operations, SSP Group

Implementation

As 4me is a cloud-based service that is optimized for IT service management out-of-the-box, SSP Group did not have to go through a long period of on-site consulting services to achieve the first implementation. SSP Group started by implementing a pilot 4me project with TFS, SSP Group’s partner in India that operates nearly 200 food and beverage outlets in major travel hubs. The pilot demonstrated how well the Production and QA instances interoperated, moving customizations and adapted workflows into the live system. The Group also witnessed the ease with which upgrades were applied to their instance without any additional consulting or time-consuming system administration. This first tranche, involving 50 users, took just 20 days to implement and go live, quickly demonstrated the usability of the system. Nick Earp, SSP Group Head of Global IT Operations, says: “I believe 4me is a solution that is quick to deploy, but to have Revo implementing meant that nothing got lost in translation and no project timelines became extended to our surprise or cost!”

Integrate to Collaborate

SSP Group uses specialist Managed Service Providers (MSPs) in business-critical areas, such as Database Support, Networking, SAP and In-Unit Maintenance. Multiple integration services were deployed to fully automate integrations with SSP Group suppliers and ensure that third-party service provider adoption was rapid and seamless. This allows 4me to connect the Trust Accounts, so request data and processes can be containerized, and tickets can flow between providers so they can collaborate without compromising the SLA with the business or employee, even if another service management solution is used by a provider.

Knowledge to Serve

4me’s partner Revo ran workshops with SSP Group to establish the Service Catalog and, by integrating 4me with OneLogIn, it was able to match and assign Active Directory users to its services. This enabled the creation of the services structure against which knowledge could be attributed and this became a significant factor in successful end-user adoption. When SSP Group went live, Self-Service adoption was at 40% in the UK, and has been maintained at this level – across the Nordic & Spanish regions the self-service adoption is now even higher. This compares with current industry estimates of 21%. 4me is a knowledge-centered solution and uses machine learning to continuously refine the presentation of articles based on service entitlement. It now delivers a highly personalized service to SSP Group employees. SSP Group staff can rate the usefulness of every knowledge article to improve its relevance within a service, and to help drive self-resolution.

Solution

  • 4me integrates SSP Group suppliers to ensure third-party service provider adoption is rapid and seamless. 4me connects the Trust Accounts, so request data and processes and tickets flow between providers. SSP Group and its suppliers collaborate without compromising the SLA with the business or employee
  • 4me uses machine learning to continuously refine the presentation of knowledge articles based on service entitlement. It now delivers a highly personalized service to SSP Group employees
  • 4me reports ensure SSP Group can see the real-time status, from measuring supplier performance through to request trends and emerging issues and, above all, employee and customer satisfaction

Results – Transparency in Information

Transparency of management information has given SSP Group the ability to reduce First Line Support while also reviewing supplier performance and value provided from their MSPs.

Industry experts, such as Gartner, suggest the average cost of a support analyst handling a request is $15. Thanks to SSP Group’s high level of self-service adoption, the organization has seen this channel become fully optimized. As Nick says, SSP Group’s aim is to “get the volumes down and remove email as a support channel”. SSP Group has increased its ability to respond quickly to incidents, and automation in 4me assigns requests direct to the right support team rather than the 1st line.

The 4me reports ensure SSP Group can see real-time transparent status of everything, from measuring supplier performance through to request trends and emerging issues and, above all, employee and customer satisfaction.

Furthermore 4me has allowed greater collaboration between SSP Group IT and Data Teams around the world. 4me provides full transparency to the user and has greatly improved 1st line fix rate, which has allowed the whole of IT Operations to transition more support into the core functions and reduce the overall time to fix for the end user.

The Benefits Go Beyond IT and the UK

By 2019, 4me was fully live and used by nearly 200 specialists across internal support functions such as IT and Operations supporting over 5000 users across retail operations and the concessions run by SSP Group.

Nick says: “SSP Group needed a solution that could deliver its services structure at speed across the world to our regional operational hubs. Out-of-the-box, 4me delivers the standard service management processes you would expect (Incident, Problem, Change and Service Level Management) but its capability to integrate all of SSP Group’s internal and external service providers has radically improved supplier collaboration.”

Martijn Adams, General Manager of 4me, says: “Had Revo not started to transition SSP Group to 4me, they would not have the connected service supply chain it now has. 4me has delivered truly global service collaboration for SSP Group.”

SSP Group is also looking at implementing 4me in other areas of the business, including Marketing Services. It is also looking at a change and authorization process for non-service procedures.

Moving forward SSP Group have deployed the solution to the Nordic, Spain, France and Belgium regions as well as working with the business to see if they can incorporate Supply Chain, Purchasing, HR & Payroll functions into the single tool. This is a big piece in making sure end-users have a single support destination for any query.

nick earp

“SSP Group needed a solution that could deliver its services structure at speed across the world to our regional operational hubs. Out-of-the-box, 4me delivers the standard service management processes you would expect (Incident, Problem, Change and Service Level Management) but its capability to integrate all of SSP Group’s internal and external service providers has radically improved supplier collaboration.”

Nick Earp, Head of Global IT Operations, SSP Group

Savaco

SUCCESS STORY

Savaco

savaco logo

Savaco wanted a modern, multi-tenant service management application that was fit for the future.

IT solutions with impact

Savaco is a professional IT service provider, based in Kortrijk, Belgium, which specializes in solutions with impact. It was set up in 1991, now has more than 130 employees and has an annual turnover of €30 million. It offers high-quality IT solutions that help companies and organizations to realize their objectives.

Challenges

Savaco historically had a self-developed ITSM tool comprising service management, ERP and invoicing functions. The organization decided it needed a modern service management application with a future-oriented vision and architecture. It was looking for an application that was truly multi-tenant, so there would be no risk that the confidential information belonging to one customer would become available to another. Savaco wanted each customer to use the same tool set-up and have their own service management platform. It wanted easy and quick integration with customers, but the freedom to tailor the tool for both the organization and its customers.

Savaco looked at TOPdesk, ServiceNow and OMNITRACKER, before selecting 4me.

Louis Sabbe, Business Development Manager for Cloud Apps at Savaco, says: “The SIAM capabilities of 4me, resulting in superb collaboration possibilities, is something we really needed and that only 4me could offer us.”

Industry

  • IT

Location

  • Belgium

Challenges

  • Requirement for a truly multi-tenant solution
  • Quick integration with customers
  • Freedom to tailor the tool for both the organization and its customers
louis sabbe
“The SIAM capabilities of 4me, resulting in the absolute multi-tenancy of the app, is something we really needed and that only 4me could offer us.”
Louis Sabbe
Business Development Manager for Cloud Apps, Savaco

Implementation and Training

The scope of the initial deployment included Service Level Management, Incident Management and Request Management, with other processes to follow. SSO, Active Directory and a self-developed ERP system were integrations built into the 4me tool.

4me held three half-day workshops, which were attended by all the relevant decision-makers at Savaco. These workshops helped to determine how to set up 4me and tailor it to Savaco’s needs. Classroom training was provided to all Savaco specialists. Louis Sabbe, says: “In total, less than two weeks of technical services were needed to go live with 4me. We were impressed with how fluent the implementation was. It was on time, on budget and on spec. Offering good services in a transparent way is the essence of what Savaco does. Evolving to a new application to offer such services is a giant step.”

Go Live

Since implementation, Savaco has found the multiple out-of-the-box metrics on areas such as customer satisfaction particularly useful. The service integration and collaboration between external providers, customers and Savaco has impressed not just this organization, but also its customers.

Louis Sabbe explains: “One of our customers, who wasn’t using 4me but to whom we’ve opened the self-service portal that comes with 4me, gave us the following feedback a month after go live: ‘I could no longer live without it’. This says it all.”

louis sabbe

“One of our customers, who wasn’t using 4me but to whom we’ve opened the self-service portal that comes with 4me, gave us the following feedback a month after go live: ‘I could no longer live without it’. This says it all.”

Louis Sabbe, Savaco

Raet

SUCCESS STORY

Raet

raet logo

Raet wanted to replace its aging ITSM solution and chose 4me as its new service management platform to improve customer satisfaction.

Rising international star in HR software

Raet provides HR software and services that enable managers and employees to handle their own HR affairs. About 1.7 million people use Raet software on a daily basis. It started out as a company that offered ICT solutions for computerized payroll, accounting and, later, staff records. It is the first company to develop HR software in the cloud and is a leading player in the HR sector in the Netherlands. It is also a rising star internationally.

Raet looks to partner in all fields, in order to be that strategic, tactical and operational HR Solutions provider, in a wide range of areas, including efficiency, performance, systems integration, HR analytics and talent management.

Search for a platform to support internal and external customers

Raet’s previous ITSM/SIAM solution was nearing its end of life and the organization needed to find a new service management platform that would work for internal IT as well as customer support. The solution needed to be hosted in the European Union or onpremises, because of the obligation to store customer data in the Netherlands or in the Eurozone.

A full project team was set up to go through the request for information and quote process. This team comprised users, management and board members from all departments that would be served by the new solution. The team considered Salesforce, Remedyforce and ServiceNow before it opted to go with 4me.

Customer Service Center Manager Frans van Oudheusden, who led the implementation project, says: “4me covered all requirements, it was easy to use and had a very good performance. The pricing was very competitive, both for license and implementation costs.”

“We also placed great trust in the advice of InfraVision (4me’s partner) as they have been our partner for Service Management for more than ten years.”

Industry

  • MSP

Location

  • Netherlands (Headquarters)

Challenges

  • A single service management platform for internal IT as well as customer support but divided in application support and HR services support
  • Need to be able to store data in the Netherlands and the Eurozone
  • Must be easy to use
  • There is a need to migrate 15,000 requests from old system without losing the full audit trail
Frans van Oudheusden
“Every IT organization or department can benefit from the easy-to-use, reliable possibilities that 4me offers.”
Frans Van Oudheusden
Raet

The implementation was split into three parts. The first part was the implementation of Request Management and Service Level Management for the Customer Service Center (application support). This was shortly followed by Knowledge Management (KCS-based). This took about six months. The second stage of the implementation was Request Management and Change Management for corporate IT, which took only a few months.

The third part was the implementation of the Request Management and Service Level Management for the Customer Request Management, and then Service Level Management for the Customer Support Organization of the Business Process Outsourcing unit of Raet. This was followed shortly by Knowledge Management. This final stage took about 100 consultancy days because the services and service level agreements needed to be standardized.

Frans van Oudheusden says that the implementation forced Raet to look again at its processes and way of working, which had been in place for a long time. “It was a learning curve. We had a challenging project planning, but we managed it.”

Because of the SIAM structure of 4me, Raet spent quite some time on (re)defining its service catalog to gain the maximum benefit from the automated routing of 4me. It had to migrate about 15,000 requests (open and closed) from the old system without losing the full audit trail of these tickets. The main reason for this is that Raet customers need an overview of a complete year.

Several integrations were implemented into 4me. These include SSO, Active Directory, an integration with Raet’s contract service management application and an integration with Visual Team Services. Frans van Oudheusden says that the implementation process was aided by the close cooperation between all the people involved and the development team. “The close contact with 4me was very special and unique. The feeling we created was that we had to be successful from day one.”

The continued relationship with InfraVision was also an important part of the implementation process. Frans van Oudheusden says: “InfraVision’s determination and commitment in supporting us to achieve our goals was more than welcome.”

Training

Although classroom training was provided, Frans van Oudheusden says: “As 4me is very intuitive, it took only a fraction of the normal training effort for other tools. In addition, we have benefited from the online training opportunities that 4me offers.

Go live

After the go live, Raet took steps to overcome issues arising from an “old way of thinking with a new way of working”. It now has a complete service management process across the business, including for its development teams in India, Spain, the Netherlands and in Argentina.

4me now gives Raet a clear and complete overview of service management processes, allowing those who use it to see the status of each interaction and who is responsible at each stage. This transparency allows the business to understand when it does not meet its SLAs, exactly how and why this happened, giving Raet the ability to make changes and to improve service to prevent this occurring again.

Frans van Oudheusden explains: “We now have a clear view on who is performing in the service delivery chain to our customers. This really helps us to improve our services.” Raet’s previous system of checks and balances for monitoring processes is now unnecessary, as 4me performs this automatically.

Solution

  • 4me offers a clear and complete overview of service management processes
  • Management can see when, where and how SLAs are met or not met
  • Raet customers gain real-time information about their request
  • 4me is intuitive and easy to use

Results

  • 4me has improved visibility and speed of service for Raet customers, which has had a positive impact on customer satisfaction
Frans van Oudheusden

“The improvements we made are reflected every day. That fast interaction with our customers and the real-time information they have regarding their request has had a positive impact on customer satisfaction.”

Frans Van Oudheusden, Raet

OptiNet

SUCCESS STORY

OptiNet

optinet logo

4me becomes “tool of choice” for IT services company. OptiNet wanted to move to a cloud-based service management solution that could handle many integrations.

About OptiNet

OptiNet is a managed IT services company headquartered in Cape Town, South Africa, with staff located in countries across Europe, Asia and Africa. It helps customers with infrastructure, operating systems, networks, telephony and security.

About OptiNet

OptiNet is a managed IT services company headquartered in Cape Town, South Africa, with staff located in countries across Europe, Asia and Africa. It helps customers with infrastructure, operating systems, networks, telephony and security.

The Challenge

OptiNet was using on-premises solution BMC Remedy, which was no longer supported as it had reached its end of life. The business was looking for a cloud-based solution that fitted with its cloud strategy and that could be part of its global footprint.

OptiNet was also looking for a tool that could handle integrations and a managed integrations service.

The IT Service Delivery Team and the Senior Management Team were tasked with finding the right ITSM/ SIAM solution for the business and they also considered Jira, BMC Helix, ServiceNow and an upgrade to its BMC Remedy solution.

The decision to go with 4me was based on its functionality and value proposition.

Location

  • South Africa (Headquarters)

Challenges

  • To replace end-of-life on-premises solution
  • To move into the cloud
  • To be able to handle integrations and a managed integrations service
alexander pollard
“It was a very efficient implementation, especially given the short timeline and the client demands. We were well facilitated by 4me through their expert knowledge and professionalism.”
Alexander Pollard
Senior Project Manager, OptiNet

Implementation

In phase one, OptiNet deployed Service Level Management, Time Keeping, Task Scheduling, Incident Management, Request Fulfilment, Change Management, Problem Management and Jira Cloud Desk Integration Service. Phase two will see Configuration Management, Release Management and Project Management deployed.

The implementation of phase one took six weeks, including classroom training sessions, after a consultation period of three weeks. It was vital that the process was conducted within a tight timescale as there was a non-negotiable deadline and a firm go-live date. Alexander Pollard, Project Manager for OptiNet, says: “4me was professional and brought a wealth of knowledge and industry experience. It guided us in part of the build.”

Go Live

Since implementing 4me, OptiNet has seen a number of benefits. Alexander says reporting is far simpler and the business has a much better view of Incidents and Request within the ITSM tool.
“The drill-down feature reflecting CI status from the incident screen allows agents the ability to see potential high-impact failures at a glance and then to group multiple incidents,” he explains.

The dashboard functionality and the visibility offered by 4me, for example the time tracking that enables the organization to see the amount of time invested in non-billable initiatives, can translate into tangible savings for its clients. Since implementation, OptiNet has been able to work collaboratively with both customers and providers. The completely transparent service experience delivered by 4me has led to greater user adoption across the organisation.

Alexander says: “The team is much happier with the tool and it has been unanimously voted as the tool of choice by the technical teams.” Indeed, Alexander says that he would recommend 4me to other firms looking for a new service management solution, because of the uncomplicated administration, the ease of configuration, the rapid deployment of changes and the responsiveness of the 4me team. He adds: “It was a very efficient implementation, especially given the short timeline and the client demands. We were well facilitated by 4me through their expert knowledge and professionalism.”

Processes deployed

PHASE 1
  • Service level management
  • Time Keeping
  • Task Scheduling (Health Checks)
  • Incident management
  • Request fulfillment
  • Change management
  • Problem Management
PHASE 2
  • Configuration management
  • Release management
  • Project Management
Integrations
  • SCIM Integration for user accounts.
alexander pollard

“The team is much happier with the tool and it has been unanimously voted as the tool of choice by the technical teams.”

Alexander Pollard
Senior Project Manager, Optinet

Nationaal Restauratiefonds

SUCCESS STORY

Restauratiefonds

restauratiefonds logo

HEADLINE SUCCESS

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74% SELF-SERVICE USE IN Q1

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1000 TICKETS IN 3 MONTHS

About the customer

Nationaal Restauratiefonds (National Restoration Fund) was founded in 1985 to help with financing the purchase and preservation of historic buildings in the Netherlands. It believes that by breathing new life into an old building, its stories can continue to be told to new generations.

Reason for evaluation

Nationaal Restauratiefonds shared an IT and Finance service centre with two other funds. When it was decided the funds should become independent, they had to set up their own IT infrastructure. The fund was facing the immense task of creating an IT organization from scratch, including process design, hiring people and introducing new technologies. In order to support all of this it was important to have service management available from the very beginning. The implementation of an ITSM tool would however have to take place in a very volatile and changing environment.

Several service management tools were considered, but they did not meet the fund’s requirements or were ruled out due to high costs. After reviewing vendor demos and their implementation approach, the fund selected 4me. Barbara Blom, IT Lead Nationaal Restauratiefonds: “As a management organization we wanted all basic ITIL and ITSM features but also workflow automation and easy collaboration with our providers.”

Results
Easy-to-use, offers great insight and enables flexibility

From day one, 74 per cent of all requests and incidents went through the 4me Self Service Portal and in the first three months, 1,000 tickets were received. “That is a lot for our organization. This is because employees and staff find 4me so easy to use.”

The Reporting Dashboard has also made a big difference to the company. Barbara comments, “4me gives me all I need, the insight into where things are going well or not and performance metrics of our suppliers.”

What was implemented?

  • Incident Management
  • Configuration and Asset Management
  • Service Level Management
  • Change Management
  • Project Management
  • Knowledge Management
customer

From day one I have been in control with 4me, not only where it is going well, but also where I have to discuss progress and performance, including with external providers. It is a true SIAM solution!”

Barbara Blom, IT Lead, Nationaal Restauratiefonds

Kingdom of Belgium ICT Shared Services

SUCCESS STORY

Kingdom of Belgium

ICT Shared Services

belgian ict logo

Belgian Government ICT Shared Services switched from CA Service Desk Manager to 4me for improved SLA tracking and increased collaboration.

Shared ICT Services for Belgium’s Government Agencies

ICT Shared Services provides information and communication technology services to nearly 35 of Belgium’s federal government agencies and public services. The organization offers more than 50 different ICT services including Mail and SharePoint, federal government website hosting, SAP platform hosting and e-premier (a workflow application for the Council of Ministers). The customers of ICT Shared Services include the Chancellery of the Prime Minister, Fedict, Personnel & Organization, and Budget & Control, but also very large organizations like the Belgian Police Forces. Relying on a shared services organization provides these organizations improved economies of scale.

 

Open Culture

Running a shared services organizations for multiple government entities has its challenges, especially when orchestration is a strategic objective.

“Fundamentally, though, we believe that we need to deliver what we promise. To enable our people to deliver on our promises, we needed to make sure they can see how we are performing against our targets,” says Yves Vander Auwera, Director ICT Shared Services. “Giving access to this information reinforces the open culture that we have managed to establish within our organization. And when something goes wrong, we do not try to cover it up. Not for ourselves and not for our customers. In fact, since we implemented 4me, our customers have access to the same single version of the truth regarding the services we deliver.”

But the cold numbers are only one aspect that has helped ICT Shared Services improve its service delivery. There is also the day-to-day reality of its customers. They can be under a lot of pressure, especially at times when their work is attracting much media attention. In such situations, the SLAs may dictate a specific resolution target, but in practice the customers are faced with a political situation that requires the fastest possible response.

 

Industry

  • Government

Location

  • Belgium

Challenges

  • Orchestration becoming more important as parts of the service delivery are co-sourced
  • Contracts with external service providers stipulate strict targets and penalties
  • Accurate tracking of service levels obtained from third parties, and provided to external customers has become critical
  • Need to work together with the IT departments of strategic customers
  • Data privacy and security a major concern
  • Language sensitivity must be respected
yves vander auwera
“Since our migration to 4me, we have a better view of the services we provide to our customers and we can also better track the services we receive from our external providers. We also improved the adoption of ITIL processes within our organization.”
Yves Vander Auwera
Kingdom of Belgium ICT Shared Services

Offering customers premium service

“4me provides us the flexibility that allows us to push a customer request to the top of the list, without affecting the overall service delivery level,” explains Yves Vander Auwera.

“And then we also rely on some external providers for parts of the services we deliver,” continues Yves Vander Auwera. “Our contracts with these third parties have strict targets and there are financial implications when these targets are not met. So we simply had to have the ability to get a common objective and transparent view of the services delivered, while at the same time we have tried to improve our overall efficiency with our external service providers. That’s the unique capability that convinced us to look at 4me in more detail.”

 

Even though it might have been possible to customize the existing service management application to track all dependencies between the services that are provided to external customers and the services that are obtained from external service providers, the costs would have been prohibitive. Yves Vander Auwera points out: “With 4me we get these advanced features out of the box. We also considered the efficiency with which our specialists are able to manage their work. That has improved dramatically with 4me.”

There was one more factor that ultimately convinced ICT Shared Services to migrate. “With 4me we are now able to offer each of our customers their own premium IT service management environment. Each environment is completely autonomous, yet they allow requests to be passed to us without having to build any integrations,” says Yves Vander Auwera.

Implementation

ICT Shared Services implemented 4me for the support of the following
ITIL processes:

  • Request Fulfilment
  • Incident Management
  • Problem Management
  • Change Management
  • Service Catalog Management
  • Service Level Management
  • Configuration Management
  • Capacity Management

“It took one month to prepare the production environment for ICT Shared Services,” says Wouter Wyns, Service Management Consultant for Atos. “After that we used the relatively quiet summer period to pilot 4me.

“The speed of implementation is incomparable with a toolbox ITSM solution,” adds Wouter Wyns. “4me’s out-of-the-box functionality is much more sophisticated. 4me does not allow organizations to stray from the right path, and yet it is incredibly flexible. Had it not been, we would not have been able to implement it in such a complex environment as ICT Shared Services with all its external customers and third party service providers.”

 

Solution

  • 4me installed on-premise within the data centers of ICT Shared Services
  • Separate 4me accounts prepared for the larger customers that have their own IT department

Results

  • Around 100 IT specialists of different organizations are working together
  • All agreements with customers and external providers are tracked
  • All customers are served in their preferred language

On Premise

The public services Fedict and Budget & Control have already set up their own 4me accounts. This enables their IT departments to work directly with ICT Shared Services while 4me tracks their agreements. What is special about these 4me accounts is that they are all hosted on a high-availability infrastructure within the data centers of ICT Shared Services. Because the 4me data is stored only in these data centers, ICT Shared Services has complete control over the security and privacy of this data, which was a specific requirement for the new IT service management solution. “The on-premise 4me solution has performed very well,” notes Wouter Wyns. “Since the initial installation, we have already completed 2 upgrades and they both went smoothly.