3 reasons to combine ITSM with UIM

Why is User Identity Management important for ITSM

User Identity Management is not necessarily the most pressing priority for businesses when it comes to their IT Service Management. But there are three very good reasons for moving it up the list.

User Identity Management is:

  1. Good for the user
  2. Good for the IT team or department
  3. Good for the company

The User

Most employees need access to numerous apps just to do their everyday work. Once they have logged on to their computer/laptop/tablet or even smart phone, they will often need to spend time logging into these individual apps when they are needed. This will require different passwords and perhaps usernames for each.

Maybe your employee’s role changes, they get a promotion or start working in a new team with new requirements. They will need to ask and wait for new apps to be downloaded into their system and new access rights to be approved. All this takes time out of the employee’s day.

Installing a good user identity management tool, such as OneLogin, is a small step that can make a big difference. Each employee will have a single login point for all their apps. This means they have access to all the apps they need as soon as they log on to their desktop. If their role changes, the new apps can be added instantly at a touch of a button, including access rights, and will appear when the employee logs on next.

The IT Team

Security is a big hurdle for IT. Helping employees to stay connected to what they need, without have to spend time installing and changing access and passwords for multiple apps on a range of devices is time-consuming. Passwords being shared to enable faster access to apps is a real security concern. And if employees bring in their own laptops, how can the IT team ensure that the apps they are given access to are secure outside of the office? If an employee leaves the company suddenly, IT needs to remove access immediately.

Again, this is where User Identity Management can help. It can streamline the installation for new starters and add and remove apps from individual users at the touch of a button, whichever device the user works on. IT will not have to waste time providing new logins for new apps or recreating new passwords to replace those forgotten or shared.

The Company

For all these reasons, User Identity Management is good for the business as a whole. It makes the company more secure, more efficient and more effective.

Please let us know if you would like to learn more.

Connected ITSM – Personalised Service

Can your ITSM tool properly serve individuals and learn from each interaction?

Let’s take a minute to look at OneLogin and how it can unlock greater ITSM performance.

Personalised service is becoming the norm, whether you are an employee of a mid-to-large organisation or a customer seeking help with a product or service. At its best, most people won’t notice that their enquiry is being handled in a step-by-step process. They will simply feel well taken care of and, hopefully, receive the information or resolution they require.

The limitations of knowledge in ITSM

ITSM tools are only as good as the processes configured to take care of such customer enquiries. Typically, tools are limited to the knowledge of the person or people setting up the processes within the system. Service can quickly come apart when customer demand shifts or a new issue arises.

ITSM tools have long utilised knowledge bases to automate and adapt service. The team operating them typically uses knowledge data to help with new and existing customer issues. But the right knowledge can be hard to access and difficult to automate, preventing fast and efficient service from call handlers.

Delivering personalised, targeted knowledge with OneLogin

This is where an identity management solution – combining your service management tool with OneLogin, revolutionises the collection and delivery of accurate knowledge and improved service. But this is not just the management of user logins, it is the ability to match and assign Active Directory users to services and to then enable the creation of a more agile service structure where knowledge can be properly stored and accessed. Services are more personalised, knowledge is more targeted and the system is able to grow and adapt. This means the need to rethink tool processes and engage in time-consuming and expensive maintenance is removed. In addition, this has the benefit of increasing user adoption. Agents find the system easier to use and customers receive a better, more automated experience.

How can Revo help deliver this?

Revo helps organisations to deliver a more joined-up, collaborative and personalised service management capability. 4me – takes care of the service management; OneLogin – deals with user identity management; and Revo connects and integrates other applications for improved service performance. We call this joined-up approach Business Service Management, and we would love to demonstrate its capabilities. Please let us know if you would like to learn more.

4me Auto Translation

4me launches Auto Translation to remove language barriers that impede collaboration

4me has just announced that its Auto Translation feature has been released. This feature is intended to remove language barriers that may hinder collaboration. Not having to hire support specialists who speak multiple languages can significantly drive down the support costs for service providers. It also eliminates a problem for organizations that operate in countries such as Canada and Belgium where they are legally required to give their employees the ability to work in the official languages of those countries.

4me’s Auto Translation feature can significantly improve efficiency by allowing enterprise employees and the experts who support them to work in their preferred language. This feature works in 4me for all requests, problems, releases, changes, change tasks, projects and project tasks. When someone opens one of these records, the Auto Translation feature starts by detecting the language in which each note is written. Any notes that are written in a language other than the user’s language are then translated for the user.

Cor Winkler Prins, CEO at 4me explains:

“Users already had their language registered in 4me. This ensured that 4me’s user interface is presented in the user’s preferred language. Now 4me automatically translates any note that is written in a language other than the user’s preferred language. We have also made sure that multilingual users can turn off Auto Translation for any additional languages they are comfortable with. When releasing an exciting feature such as this, we endeavor to make it as easy as possible to use. That is why Auto Translation also works in the 4me App and 4me Self Service. That allows end users and support specialists to all work in their preferred language.”

4me’s Auto Translation feature already supports 20 of the world’s most spoken languages. It is free of charge and already available for all 4me customers.

 

SITS19 VLOG

4me, Business Service Management and collaboration in 2019 and beyond

VLOG – watch Martijn Adams and Simon Martin discuss 4me, Business Service Management and how the service industry is being transformed.

While attending SITS19, Martijn and Simon took time out to discuss the Service Management industry and how 4me and Revo are helping customers to transform their businesses and the services that they offer to their customers.

Martijn Adams on the market today:

“These days, you see that the services that companies provide to their employees are no longer just delivered by the company itself, they have many different service providers. Research shows that the average company has 13.5 service providers helping them to deliver services. The problem that we see is that you need to be able to collaborate, to monitor their performance and to track their SLAs. “

Simon Martin on how technology can help:

“On our journey we have been looking at different products and we selected 4me due to an alignment with both the market need and our own vision – to make delivering service better for our customers.

“You need to be sure that your vendors are giving you the support that you are paying for at the same time that your customers are getting the support they are paying for. 4me allows you to take that chain from end to end, measuring it and producing real-time reporting to help you to manage and know the support that you are being given and that you are giving.”