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In the last two weeks GKN Aerospace continued their global roll-out of 4me and went live with this Enterprise Service Management solution in both the US and The Netherlands to support their employees in these region’s for all IT and HR related matters. In September...
This blog is a follow-up of a previous blog where we explained the challenges of most support organizations preparing for a shift-left initiative. As explained in that blog, the traditional tiered support model is no longer effective after a successful shift left and...
Most support organizations use a tiered support model for handling incoming requests. It all starts with level 1 (the service desk) and requests can be escalated to higher levels of support based on the complexity of the issue and the skills and knowledge of the...
AZL has been advising and taking care of the administration of dozens of pension funds with a total of almost 1.5 million participants for more than 50 years. Pension funds, employers and their employees strive for an optimal and future-proof collective pension. AZL...
In this article we answer frequently asked questions about what differentiates 4me from other service management solutions.
The ‘Watermelon SLA’ concept is a simple graphical way of showing that many SLAs are not fit for purpose. This has been successful in getting some clear and honest messages across to the industry about expectation management, performance measurement, metrics and...
Before you consider to doing business with an organization, you first need to discover what they have to offer. You would like services and / or products to be organized and described in a way that makes sense to you, the (potential) customer. Law firms organize their...
This week GKN Aerospace went successfully live with 4me to support their UK colleagues for all IT related matters. It's nice to see that this first phase of the rollout went smoothly, despite the fact the project team was not able to meet in person during this project...
If you search on Wikipedia for Service Integration and Management you will find a page that starts with a warning: this article appears to contain a large number of buzzwords. Touché. SIAM has become the favourite subject of analysts, consultants and other people who...
KCS is a methodology that vastly improves your knowledge management results. In this blog, we answer 10 frequently asked questions about Knowledge Centered Service (KCS). Do you have a question about KCS that is not listed here? . Just contact us, we're happy to help!