From many different separate systems and processes...

Larger companies and organizations have historically different case management systems and automation solutions for different parts of their business. IT has one system, HR another, Property a third, Customer service a fourth, etc. This often means that end users get a variety of portals, apps, etc.m. For the company/organization, the different systems mean that complex and expensive integrations should be created and maintained in order for automation of processes to be possible, high costs for maintaining many different systems in terms of competence, operation and upgrade costs, etc.m.

To a common platform that enables increased efficiency and reduced costs!

Enterprise Service Management for automation and better user experience

In IT, many organizations and companies have built up a relatively high degree of maturity in working with services and processes through the use of frameworks such as ITIL. IT Service Management (ITSM) With Enterprise Service Management, we now take this knowledge to the rest of the business while reducing the number of separate systems to enable an increased degree of process automation, reduced costs and a better experience for end users.

Big difference in enterprise service management support between different case management solutions!

With the great interest in Enterprise Service Management, most of the suppliers of IT Service Management solutions are now working on expanding the support in these to also cover more business areas such as HR, Real Estate, Customer Service etc. in order to be competitive when companies and organizations now have to choose a solution that supports their ESM initiatives.

How far the various suppliers of ITSM tools have come in building in support for ESM differs greatly today. On the one hand, there are major differences in how the platforms themselves are suitable for building in support for many different businesses with different processes and requirements for functionality, etc. and, of course, significantly greater resources are required, including expertise in more areas than just IT, to develop a solution that also includes support for more businesses than just the IT department.

Watch out for the licensing!

The fact that the ITSM tool vendors themselves are strong drivers of increased use of their solution outside of IT is natural, as their potential license revenue increases significantly when more departments than IT start using their solution.

Here, of course, customers should be careful to find out at an early stage how licensing and pricing models work. Will there be costs for new modules? Is licensing based on "Named User" which requires one license per named administrator or is licensing based on "Concurrent User" where the number of simultaneous administrators determines how many licenses you need? Some suppliers may also require that the same administrator or manager who, for example, should have access to both IT and Real Estate needs a license for each business area, which can be costly from an ESM perspective.

4me® - The complete ESM platform

4me® is a complete and very interesting platform, especially from an ESM perspective. How? Well, the architecture of 4me is specifically built for ESM from the ground up with an extremely powerful engine to easily scale the use to several business areas and external actors such as suppliers of systems and infrastructure. While the platform provides complete security, visibility and control over cost and quality.

4me® combines ESM with ITSM and SIAM capabilities, enabling all internal departments, such as IT, HR and Property Services, as well as external managed service providers, to work seamlessly with each other.

With a very interesting and innovative licensing model, the company offers 4me® offers a flexible and transparent cost calculation that provides clear TCO and ROI.

4me® is still a relatively new but globally established solution that is growing incredibly fast right now.

Synerity have been working with 4me since 2021, so feel free to contact us for more info about how 4me® can support your ESM processes and needs.

In addition to Freshservice for ITSM, Freshworks also offers several other solutions for different parts of the business such as. Freshdesk for customer support, Freshsales for sales, Freshmarketer for marketing, and Freshrelease for project management and development teams.

These are all integrated with each other and Freshworks also offers these and Freshworks other solutions in a common packaging called Freshworks 360. In addition, Freshservice with completed Service Management support for more parts of the business such as Facilities, Finance, HR and Marketing.