100% SIAM

A SIAM First Approach
to Service Management

A SIAM First Approach
to Service Management

A SIAM First Approach
to Service Management

4me is an enterprise-class IT service management application built specifically for multinational organizations around SIAM. Apart from the obvious need to operate across different time zones and in multiple languages, modern organizations have several more-complex requirements,
spanning business relationship management and performance.

These requirements are rarely considered at the start of a regional or global service management initiative. One by one they turn into major challenges as the rollout moves across geographies. Toolbox ITSM solutions, whether on-premise or SaaS, are not able to help customers to overcome them, meaning most multi-country deployments are only partly successful.

4me OFFERS:

Greater speed
Instant access to information makes all the difference. Customers will be served faster by your service desk. The performance of the entire support organization, whether local or global, will go up. 4me is built for speed.

50% less administration
• Self Service allows customers to register and track their requests
• Intelligent Request grouping lets teams handle major incidents 10 times faster
• Problems that require root cause analysis are identified for quick resolution
• Workflow automation saves time for Change Managers

Minimal implementation costs
4me is so intuitive that, after using the Quick Start Guide, most users are productive within minutes. There is no need for expensive training development or classroom training. The online training module is available for each support role so users rapidly discover the more advanced features of 4me.

Request your organization’s 4me account and 4me will help you get started. Your service desk will begin to register requests in a matter of days. You can even run additional implementations yourself using the Account Setup Guide

As they undergo digital transformation, large organizations need to improve the support provided by the different service domains such as HR, IT, Purchasing and Legal. By making it easier for employees to obtain support from another department, organizations improve productivity and job satisfaction.

At the same time, more and more services are outsourced to specialized providers. Few organisations do their own payroll processing and, within the domain of IT, it is common for network printers and the wide area network to be managed by external companies. Large multinationals often set up shared service centers to realize economies of scale for the different legal entities they need to support across the world.

The challenge for large organizations is to get all these parties to work together and to track the level of service that each provides, sometimes across a lengthy support and supply chain.

Collaboration and Service Level Tracking
4me is a SaaS solution that allows large enterprises to collaborate seamlessly with their managed service providers. It helps them support their workforce more efficiently, while automatically tracking the level of service that each provider delivers. This allows enterprises to stay in control as they outsource more of their non-core activities.

The focus will then naturally shift to improving the ‘corporate experience’ for the enterprise employee, which in turn benefits the ‘customer experience’ in the marketplace.

Service Integration and Management (SIAM)
4me is the only enterprise-class service management solution that allows organizations to set up their own environment and connect with other companies that also use 4me. Even if a provider is using another service management solution, the 4me Integration service makes it possible to collaborate and track the service levels while the integration is maintained as-a-service.

This is what makes 4me the only solution that supports the Service Integration and Management (SIAM) approach for managing multiple internal and external suppliers of services and integrating their interdependent services into
end-to-end services that meet the requirements of the business.

Integration as a Service
Application integrations are a necessity internally across business functions and to seamlessly expedite supplier management. These can be expensive to develop, in constant need of maintenance and are notoriously unreliable. 4me takes the strain by developing, hosting and maintaining them for you, including an SLA. 4me also monitors and supports the integration 24 hours a day, 7 days a week

PRODUCT FEATURES

All of these features are included in the subscription.
There are no additional costs for modules, storage, encryption or domain separation.

icon

Incident & request management

icon

Self Service for end-users

icon

Console for service desk analysts

icon

Request templates

icon

Requests grouping for major incidents

icon

Knowledge Management

icon

Problem management

icon

Automated problem identification

icon

Change templates

icon

Scheduling of recurring changes

icon

Task templates

icon

Change workflow automation

icon

Change workflow automation

icon

Release & deployment management

icon

Project management

icon

Service portfolio & catalog management

icon

Service level management

icon

Track customer SLAs

icon

Track Internal SLAs

icon

Track external service provider SLAs

icon

Tack support effort

icon

Advance time tracking

icon

Service asset & configuration management

icon

Software license management

icon

Role-based permissions

icon

Trust relations with other accounts

icon

Strong privacy accounts

icon

Multiple domain support (HR, Facility, Finance, etc)

icon

Full text search

icon

Attachments

icon

Audit

icon

Multi-language support

icon

Multi-time zone support

icon

Import/export

icon

UI extensions

icon

Customizable email notifications

icon

Email compliance archive

icon

Email integration

icon

Computer Telephony Integration (CTI)

icon

API Access

icon

KPI metrics warehousing

icon

Backup to multiple physical locations

icon

SSL encryption

icon

At rest encryption

icon

Branding

icon

Use your own domain

icon

Single sign-on

icon

QA environment

icon

Online training

icon

Online support commitment

icon

Phone support commitment

icon

Availability commitment

icon

Recovery commitment in case of disaster

icon

Mobile

STANDARD INTEGRATIONS

4me’s integration capabilities are endless. The 4me Developer website makes it easy for developers to build integrations with other applications. Some of these integrations have been made available to all 4me customers:

icon

Atlassian JIRA

icon

BMC Remedy

icon

ServiceNow

icon

Centrify

icon

Okta

icon

OneLogin

icon

Deloitte Identity and Authentication Service

icon

Right Answers

icon

Microsoft Active Directory Federation Services

icon

Microsoft Azure

icon

Microsoft Skype for Business

icon

Microsoft Power BI

icon

SAP Business Intelligence

icon

techwork – external workflow automator

icon

techwork – Test 2 Production automation

icon

techwork – Webshop

Book a 4me Demo