Product Updates

Account administrators already know how easy it is to prepare a new calendar in 4me. This calendar can then be used as work hours for a team, support hours for a standard service request, service hours for a service offering, etc. But what if, for example, you prepared a support hours calendar a few years […]

Monitoring tools are very useful because they can detect that something has gone wrong even before end-users start calling the service desk. By passing the events from system management applications to 4me, a request gets generated for each event. These requests are automatically assigned to the correct team so that they get resolved as quickly […]

If you want to take a look at the changes that are currently progressing through the change management process, you can go to the Records console and open the “All Changes” view. This view can now be filtered and sorted by change manager, which can be useful for balancing their workload. The view “Changes Managed […]

Thanks to a recent improvement in the Analytics console, external service providers (ESPs) get a lot more value out of their request and incident management KPIs. This is best explained with an example. Let’s say that yesterday an end user submitted a request. This request was initially assigned to a support team within the IT […]

Problem managers have access to a special requests view in the Records console. This is the “Requests for Problem Identification” view. If you are a problem manager and you open this view, you get a list of completed requests that are related to a service for which you are the problem manager and which may […]

The reason why 4me is capable of measuring SLAs accurately up and down the service hierarchy and across organizational boundaries has a lot to do with the Service Instance record type. We recently added the History section to the Service Instance form. This section, which is similar to the History section of the Configuration Item […]

The workflow of a change can consist of many tasks. Some of these may ask for information that is relevant for other tasks later on. For example, during the risk and impact analysis a specialist may be asked whether the implementation is going to cause downtime, which is important information for the approvers. Or during […]

4me automatically assigns a resolution target to requests. The SLA information is used to calculate these targets. There are situations, however, where a request needs to get resolved ASAP regardless of what has been agreed on in the SLA. Perhaps the personal assistant of a senior manager needs some assistance in a conference room to […]