Time to put all your service management eggs in one basket?

FAQs

• What is Enterprise Service Management (ESM)?

  Enterprise Service Management (ESM) is the practice of applying IT service management capabilities to other departments in an organisation with the purpose of improving performance, cost and quality of the services each department provides its consumers. 

• Why is enterprise service management important?

  Enterprise service management is important because it takes all of the good practices from IT to the rest of the organisation and will create consistency in employee experience. IT underpins all the external facing enterprise services an organisation provides it consumers, so creating commonality in how issues are handled, requests are fulfilled, information is provided across the entire organisation through one employee self-service experience.  

• Benefits of Enterprise Service Management?

  Benefits of Enterprise Service Management include; improved employee productivity, improvement in visibility and accountability of the services provided, seamless service level management (internally and externally), ability to switch off email as a channel for requests, process automation.

  ESM has a very positive impact on risk, cost and control an organisation has supporting and protecting its employees and contractors.  When done successfully a delightful employee experience is achieved, which in turn has very demonstratable and defendable ROI and business continuity gains. 

• What does service management include?

  By definition IT service management should include all the ITILv3 processes and ITILv4 value streams, but different service management solutions have different approaches to this. Essentially service management must enable you to manage, improve and easily market all the services you provide and support across your organisation. Service management includes all the capabilities required to provide the best internal services to your employees and contractors, so they can in turn do their jobs delightfully and productively. 

  Here is a practical list of what service management should include: 

  • Service portfolio management 
  • Service level management 
  • Service cost tracking 
  • Service quality tracking 
  • Service Continuity management 
  • Incident & Case management 
  • Problem & Risk Management 
  • Change & Release Management 
  • Project & Portfolio Management 
  • Financial Management 
  • Configuration & Asset Management 
  • Knowledge Management 

  Optimal list of features required: 

  • Amazing self service experience, on any device
  • Virtual agents with artificial intelligence  
  • ‘’Google’’ style search 
  • User sentiment & satisfaction rating 
  • Meaningful reporting and dashboards 
  • Strong data privacy controls 
  • Service Integration And Management layer 
  • Ease of use for all roles 
  • Consumption based licensing 
  • Always On, just like ‘’Netflix’’ 

• What is SIAM?

  Service Integration And Management is an outsourcing service model that focuses on how organisations could and should manage all their service providers that are critical to the services they provide. SIAM preaches on how the ticketing systems across organisations should ideally integrate together to optimise the user experience and enforce accountability between the service providers and the service consumers. 

• Why is SIAM needed for an organisation?

  In this global, always-on economy the number of services each organisation offer their consumers is becoming federated (made up of many micro services) and managing each external party that provides your organisation a service and managing their contractual obligations and quality of service with your organisation is becoming extremely hard. SIAM addresses these complexities and when done successfully an organisation will be able to transition service providers in and out without impacting daily operations, minimising disruption and risk and ultimately creating resilience. 

• What is ITSM?

  IT service management, is the ability to manage and present all the services IT provides the enterprise to its users in the easiest and most efficient way possible. These best practices are the subject of the recommendations of the ITIL framework. 

• What can 4me do for my organisation?

  4me can help you complete the digital transformation of how your employees do work in the current climate, with all their internal and external audiences. It is the complete ITSM, ESM and SIAM platform combined in one easy to use platform that will save your organisation significant money, time and effort, all while truly delighting your internal users (employees and contractors). 

• How 4me provides complete visibility and control of service cost and quality?

  4me’s unique service architecture is how this is achieved, every feature is linked to a service, which compounds the level of visibility of every single dimension or attribute of the services you provide, this in turn makes them more visible and easier to track. The platform has been designed with this in mind, unlike the majority of similar platforms which now have to re-engineer their platforms to achieve this.  

  Similarly, the continuous and real-time feedback loop is in place to capture user sentiment, major outages can be broadcast immediately and users can simply log a request with one click if they are encountering the same issue, users can withdraw requests, users can easily leave feedback and all this is actioned immediately, to elevate the quality of the services and continuously improve them. With the right approach and delightful self-service experience, users are more likely to leave feedback. 4me has made this easy in their platform. 

• How do you save IT service costs with 4ME?

  IT is usually under resourced and they historically spend too much time executing mundane and repeatable tasks as they support the business, which in turn is not visible nor valued by the rest of the organisation. 4me has developed all the features and capabilities to turn this around and provide defendable, real-time visibility into every single service they provide the business. This is what service cost and quality tracking is all about, being able to justify time spent on supporting the business, automating the repeatable tasks and freeing up your IT resources to focus on high value projects which are much more visible to your business stakeholders.  

   

• Are you in complete control of the cost of each service you provide?

  If you currently cannot, in real-time report across your services across the portfolio the following metrics and be able to drill done to the actual data, then the answer is no: 

  1. SLA target and performance 
  2. User satisfaction 
  3. User rating 
  4. Actual cost (in any global currency) 
  5. Risk Score 

• Which departments use 4me in an organisation?

  In short, any of them, typically IT is the first department to launch a 4me solution but quickly others follow. The reason is any department that needs to respond to issues, fulfil requests, provide information, handle cases, process complaints needs 4me to streamline the employee experience across the organisation.