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4me® automates service management (ITSM with ESM and SIAM capabilities) and project management, allowing all internal departments such as IT, HR, administrative and business departments to work seamlessly with each other and manage projects efficiently.
4me is the only solution that automates project management and service management.
As part of project management, 4me allows you to automatically calculate the ROI of a project, compare actual progress with the baseline, build Earned Value Management charts, plan resources, manage risks, add invoices to projects, etc.
As part of service management, in addition to supporting ITIL processes, 4me also provides fully integrated knowledge management, time tracking and project management capabilities. For employees of the organization, 4me is a mobile application with a self-service portal that will always help them to register requests.
Built to support SIAM
In addition to 4me ITSM and ESM capabilities that support ITIL and KCS methods, 4me uniquely supports the SIAM approach. This management approach is becoming increasingly important as organizations rely on more and more external providers. The powerful capabilities of SIAM allow your company to direct service requests to external suppliers, as well as work with external suppliers within the same project.
IT Service Management
At its core, 4me is an IT Service Management (ITSM) application. The ITSM functionality that 4me provides is used by businesses, government agencies and Managed Service Providers (MSPs) to improve the efficiency and quality of their ITIL practices. This functionality is tightly integrated and covers the following capabilities:
- Self-service portal and mobile app
- Knowledge management
- Service request management and incident management
- Problem management
- Change management
- Release management
- Service level management
- Service asset and service configuration management
- IT service continuity management.
Enterprise Service Management
As part of corporate service management, 4me provides the ability to automate any workflow (HR, administration, security, legal and financial services) within an organization. This is made possible by the following functionality:
- Registration of the service in the service catalog (determination of the owner of the service, the team of employees, who provides these services, response time and resolution time, a list of approvers, a list of clients for each service). As an example, you can use the services of recruiting, preparing a workplace for a new employee, business trips, vacations, etc.
- Create a workflow from a list of tasks that need to be completed to provide this service. Responsible persons and resolution time are also determined for each task.
- Creation of instructions and necessary fields that will be needed to provide this service.
- Create automation rules as needed.
- Time Tracking
After adding a new service to the service catalog, this service automatically becomes available in the mobile application and in the self-service portal. No programming knowledge is required to automate these workflows. This is all implemented within the framework of the administration of the system.
A modern employee doesn't always want to call, email, or write a memo. They expect to quickly find an answer to their question or help option through a mobile app or self-service portal.
Employees are struggling to understand why they can simply send a request to the service desk when WiFi stops working, but this is impossible if they have questions about billing or accounting, or questions about a contract that should have been agreed upon by the legal department long time ago.
In a digital organization, a mobile app is expected to be available for every employee. Employees can use this mobile app for all questions without knowing if it is an IT issue or an HR issue. This is called Enterprise Service Management (ESM). In this way, many issues within the organization can be quickly resolved.
When trying to improve support, an organization has two options:
- Set up separate service management environments for each department in an organization
This allows the IT department to customize its environment to meet its needs, while the HR department can customize its environment to suit its own requirements.
- Provide employees with a unified self-service portal
Employees do not need to remember which self-service portal they need to log into to get support from Legal or Human Resources. A single self-service portal solves this problem.
Organizations want to take advantage of both options; they want to make things easier for their employees and also give each department the ability to customize their environment without negatively impacting each other.
This is a problem for most service management tools. They cannot easily ensure data confidentiality when requests are for sensitive personnel issues such as sickness, salary, dismissal, etc. There must be transparency for the individual employee. An employee should be able to track the progress of all of their requests, whether they go to the IT department or the HR department. At the same time, IT professionals should not be allowed to view HR requests.
4me supports these corporate service management requirements with its unique account structure. Each organization starts by setting up its own directory account (the account of the entire organization). All employees, departments and branches are stored in a directory account. It supports the design of the employee self-service portal. Then, each support domain (every department in the organization) that wants to allow employees to contact them for support through the self-service portal gets its own support domain account. Each support domain account can be configured individually. For example, HR departments may want to use the 4me project management features, while the IT department may want to activate and configure the 4me CMDB features.
Each support domain account can provide its own standard service requests and knowledge articles for the employees in the enterprise they support. When this happens, it does not affect the other support domains in any way.
Over time, most organizations see more and more departments requesting a support domain. Setting up an additional support domain account is easy in 4me. All employee, department and branch data, self-service portal design and Single Sign on technology are already available in the directive account. What also helps overcome a significant hurdle to ESM adoption is that setting up a 4me support domain is free.
All the support domain has to do in order for employees to send requests to them is:
- register their support teams, and
- register services that support these teams.
Due to the 4me account structure, it usually takes only 2 days to set up an additional support domain.
Collaboration between support domains
When multiple support domains are in use, they can agree to allow collaboration between their 4me accounts on requests, changes, projects and / or assets. For example, a request to hire a new employee. Such requests can initiate a workflow with the tasks of assigning salaries and benefits to the HR department, providing a laptop and email account for IT professionals, issuing a badge for the security department, and more.
Именно так современные организации плавно переходят от управления ИТ-услугами (ITSM) к управлению корпоративными услугами (ESM).
Service Integration and Management
Service Integration and Management (SIAM) is a management approach that helps organizations control internal and external service providers, gradually moving towards more selective and dynamic selection of external providers. SIAM is a prerequisite for dynamically sourcing suppliers, which in turn allows organizations to maximize the speed at which they can innovate.
4me is the first Enterprise Service Management (ESM) application specifically built to support SIAM. This allows the organization's internal and external service providers to collaborate seamlessly, while 4me provides real-time information on the level of service provided.
Why SIAM has become critical
More and more organizations are critical of the tools they use to support internal support processes. Their CIOs are under pressure to execute key innovation initiatives faster. The viability of their organization no longer depends on its ability to innovate, but on the speed with which it is able to innovate. Digital transformation is happening everywhere and requires knowledge of new technologies. The main business looks to IT as a leader, but the IT department does not have the in-house expertise to implement all the innovative ideas to support the main business. It makes no practical or financial sense for the CIO to hire and retain experts on all the new technologies that are needed to digitally transform an organization.
Instead, CIOs are adopting a dynamic sourcing model. The goal is to be able to gain experience from providers who have the necessary skills and release those providers when the technology they support is no longer needed, or when the level of service they provide is deemed insufficient, or when there is a provider who can provide the necessary level of service at a better price.
Quickly connecting a new supplier is the key to innovation. The first step to dynamic sourcing is to eliminate long-term commitments. This reduces the risk to the client, allowing the client to quickly obtain services from an external supplier without resorting to lengthy procurement processes.
Once a customer has registered a new supplier, there are 2 more factors that determine whether the supplier can deliver value quickly and will continue to do so as long as the supplier's experience remains relevant to the customer's business needs. These 2 factors:
1. Ability to collaborate
The customer and provider usually have their own service management tools. The time it takes for a customer to rely on a new provider is largely determined by how quickly they can link their service management decisions. If both parties have their own 4me accounts, they can simply link those accounts. This allows the service provider to register an SLA for the customer. After a customer has accepted this SLA, they can submit service requests according to the SLA to that provider. This eliminates several months of time to create an integration that subsequently requires maintenance every time a customer or supplier makes changes to their system to manage services. More information about 4me collaboration opportunities is available in the Seamless Collaboration section below.
2. Ability to track the service quality
In order for the supplier and customer to trust each other, it is important that they can understand the level of service provided and that firm SLA goals and employee satisfaction are tracked. In addition, this data must be accurate and cannot be changed by either party. The customer should be able to track all of the customer's internal and external vendors in real time (whether they all work for 4me or use a different service management solution). Likewise, the provider needs to be able to see how well it is performing for all of its customers in real time (regardless of the service management solutions those customers are using).
Since the organization's IT department has many internal customers, as well as several internal and external providers, they need a dashboard that shows how well they are doing for their customers and another dashboard that shows how well their providers are doing for them. These dashboards are available as standard in the 4me Analytics console. And since most service providers today outsource some of their work to other external providers, they also benefit from both dashboards.
None of the popular service management solutions today offer this ability to collaborate and track service quality across organizational boundaries. This is why large organizations, government agencies and their service providers are switching to 4me. 4me's unique architecture leverages the power that the cloud offers to provide these two capabilities.
The SIAM ecosystem has three levels:
- Customer organization
- Service integrator
- Service providers (internal and external)
Each layer has a role to play in ensuring effective end-to-end service management and maximizing value for the stakeholders of the contracting organization.
Service integrator level
The four most common ways organizations have chosen for the SIAM service integrator level are:
- Internal service integrator - the customer's organization is a service integrator
- External service integrator - the level of the service integrator is completely transferred to the specialized organization SIAM
- Hybrid service integrator - the service integrator level is partially outsourced
- Lead Provider - One of the customer-managed service providers is a service integrator.
Each option has its own advantages and disadvantages. Over time, organizations may decide to move from one option to another. This is why it is good to know that 4me supports all of these options for a service integrator.
For an in-depth overview of SIAM, please download the free SIAM Foundation Knowledge Base, which is published and maintained by Scopism.
4me enables seamless collaboration across organizational boundaries. Different organizations may use different service management tools. With 4me, each support organization can create their own secure 4me account, which they customize to be optimized to support their internal processes. What makes 4me so unique is that these organizations might decide to link their 4me accounts. This link is called "trust". Trust is established in less than a minute and does not require any technical skills.
Trust between the two organizations:
- SLAs must be created for the services they provide to each other,
- requests to be assigned to another organization, provided that the request relates to a service for which another organization is responsible,
- responsible for maintaining configuration items (CI or assets) transferred to a third party service provider, while the financial owner still stores the CI in their 4me account,
- one or both organizations allow the other to assign them changes or project tasks,
- one organization provides first line support (service desk function) to another organization.
The important thing is that each side can only see what the other side has allowed, and that no integration or technical skills are required for this job.
The only practical SIAM solution
Managing multiple outsourcing contracts presents challenges. 4me allows you to stay in control even when there are many internal and external suppliers that need to work together. 4me is the only enterprise service management solution that can do this without significant and costly customization efforts.
Combining project management functionality with ITSM functionality may not make sense intuitively. But once the benefits are explained, it becomes difficult to imagine a service management solution without project management capabilities. The first benefit this combination provides is a mailbox for each employee, which not only offers a prioritized overview of all of their operational tasks, but also the work that has been assigned to them for more strategic organizational initiatives.
Managing all operational and strategic activities in a single solution makes it easy to track time for all these activities, which brings a second benefit: resource planning. Having a clear view of the time people spend on operational work and the projected resource requirements from planned projects makes it possible not only to avoid people planning to work on multiple projects at the same time, but also enables project managers to account for the time these people need. to work on requests, problems and changes.
The third advantage of this combination is that the service management application already contains all of the organization's services. This allows each project to be linked to improve an existing service or introduce a new service. By linking each project to a service, all efforts and costs spent on projects can be broken down by service. This makes it possible for financial management to track the costs of each service over time.
4me adds another valuable benefit that is unique in the industry. The 4me self-service portal and the 4me app are free, and because people can use these interfaces to work on their project tasks, project managers can assign their project tasks to anyone in their organization without worrying about whether that person has an app license for project management.
The 4me app provides push notification when a new project task has been assigned to someone. That person can then update the task and indicate how much time has already been spent on it. When a task is updated but not yet completed, 4me will ask the user how long it takes to complete the task.
By collecting this information in 4me, project managers will always have an up-to-date overview of the progress of their projects. This saves them the time they previously had to spend asking everyone involved in the project to update their progress.
Apart from these benefits, 4me's project management functionality has some advanced features that experienced project managers will appreciate. Here are some examples of more complex functions:
- Implementing Skill Pools
- Gantt chart
- Project baseline plan
- Comparison of actual progress with the project baseline.
- Burndown graphs
- Earned value charts
- Resource planning
- Uploading invoices for projects
- PDF Project Brief Design
- Automatically calculates the ROI of a project
- Risk registration
- Portfolio management