SIAM and ITSM for multi-national organizations
4.7/5 (14 reviews)Self Service
Free Self Service allows end-users to track the progress of their requests online and add additional information including attachments. End-users can also use this application to submit new requests.
Service Desk
The effectiveness of most service desks is limited by the information they have about the users they assist. ITRP offers a dedicated console for service desk analysts. The Service Desk console provides the complete picture from the perspective of the customer which includes the customer's previously registered requests, the customer CIs as well as the services the customer is covered by and the health of these services.
After selecting the affected service, relevant request templates, open incidents and known errors are suggested that can be related to the request if applicable.
Problem management
A lot of time can be saved by making sure incidents do not recur. ITRP automatically identifies requests that are most likely to require root cause analysis. Such requests are collected for the appropriate problem manager.
Change management
ITRP makes it easy for change managers to define even the most complex workflows. By preparing these workflows as templates, they can be re-used time after time. This ensures that changes get implemented in a consistent fashion without accidentally forgetting a step.
Automated workflow ensures started changes keep progressing toward their completion. The change manager only needs to get involved when a task cannot be completed as planned.
Service level management & Service catalog
Track the service level agreements that your customers rely on. When you are ready, take the next step and start monitoring the operational level agreements (OLAs) within your organization. And don’t forget the underpinning contracts from your outsourcers.
ITRP is the only IT service management application capable of tracking all SLAs along the service hierarchy. No system management tool integrations are needed for accurate service level statistics. And even with thousands of SLAs to manage, your service catalog will keep things organized
Service asset and configuration management
Configuration items (CIs) can be created for hardware, software versions and software licenses. The relationships established track dependencies but also the services the CIs help to provide and to which customers. This allows for automated impact analysis which in turn is used to display the health of each service real-time. All updates including adding and removing of relations are audited.
ITRP for specialists
Whenever you open ITRP, you’ll be taken straight to your inbox. Your most urgent assignment is always listed on top. The widescreen, two column view displays the assignment that you are working on right next to your inbox.
Meet your targets
Your SLAs may stipulate response and/or resolution targets. That is why the urgency of a request may initially be dictated by a response target. As soon as a specialist has started to work on the request, its urgency is defined by the resolution target.
Quick and easy assignment
Large teams may want to work with a coordinator to distribute the team’s workload among its members. Smaller teams may prefer to let their members decide which assignments they pick up.
Whatever the preferences, passing requests between members of a team is easy.
Quickly access information
Click on a related record and a preview promptly appears. Previews offer a summary of a record’s information.
Providing instant access to information and presenting it in manner that allows people to digest the information more quickly will save your staff precious time.
When there are many items in your inbox, there’s a quick way to find the one you need. Just enter one or more key words in the Search box and the list is instantly filtered down.
Still can’t find the one you are looking for? Just hit the Enter key to start a full search.
Each search goes through all fields in all your records.
Pros
Performance
Ease of use
very limited need of consultancy
Integration with our printer provider for printer requests at zero costs!
The support from the provider is brilliant! Personal and incredibly fast!
Cons
Color scheme is a bit dull, a bit fresher look and feel would be nice or even better, option to change color schemes
A native app for iOS and Android would be nice, although the application works really well on mobile phones and tablets (HTML5)
Supporting our internal and external customers with a professional service management ran without effort, just works!!
Pros
- Built-in processes! No customizing required!!
- About 50 release per year - constant innovation
- Up and running service management in hours
Cons
- More automation of integrations (will be possible later this year)
- Simpler creation of service request catalog items
Collaberation, easy implementation, great flexibility, awesome performance.
Pros
Simple and clear interface. Controlling the application is intuitive and logical. Being able to design workflows for changes and projects is simply great. The ability to design UI extensions is golden!
As a project manager and service management consultant , I was responsible for the implementation of ITRP as the service management tool for ICT shared services. ICT Shared Services provides ICT to nearly 25 of Belgium's federal government agencies and public
services. ICT shared services has contracts with several service providers to deliver the services.
For this project we had some major challenges
* Complex customer service catalogues and SLA's : implementing and measuring SLA's for the 25 customer organisations
* Multi tenancy : giving the possibility to the customer organisations to use ITRP for their local helpdesk function and support. With security barriers between the different customer tenants and easy integration with the ICT Shared Services support
* Measuring service provider performance : implementing and measuring SLA's / underpinning contracts with the service providers
* Implement this solution in 3 months time (transition period)
* On-premise installation
This mission was accomplished and all requirements are fullfilled. Thanks to excellent support and incredible agility of the ITRP institute
PRO
Super performance
Very nice interface, easy to understand without much training
Great self service that is intuitive enough to be used without training or explanation
Very easy to administrate, easy to add and modify (Change) workflows, add approvals, etc.
I find it very impressive that in 3 years we have had no downtime, no need for consultants and only 2 (!) incidents in 3 years on the product! We have had many new releases so far but they never cost us any money or even any resources. During implementation we spent about 25 days on consultancy but since then we have managed to administrate everything ourselves.
Support is an absolute delight. First of all they promise an actual resolution target, not just these silly response targets. But the best thing is that in general our requests are looked at within 10 to 15 minutes and questions are most of the times answered within an hour!
CONS
I am missing a full feature knowledge base but I just learned that one will be released later this year.
We could use some additional reports in the list of standard available reports.
30-day free trial, followed by a pay as you go subcription model. At the end of each month you will only be charged for the people that had access to ITRP. If the number of people authorized to use ITRP goes down, so will your invoice.
Note that end-users have access to free Self Service to submit and review requests.
2 x faster
Instant access to information makes all the difference. Customers will be served faster by your service desk. The performance of your entire support organization will go up. ITRP is built for speed. Try it, you’ll immediately notice the difference.
50% less administration
Self Service allows your customers to register and track their requests.
Request grouping let’s you handle major incidents 10 times faster.
Problems that require root cause analysis are identified for you.
Workflow automation saves change managers more than half their time.
Eliminate training costs
ITRP is so intuitive that most users are productive within minutes using the Quick Start Guide. No more expensive training development or classroom training. An online training module is available for each role to help users discover the more the advanced features of ITRP.
Eliminate implementation costs
Start your 30-day trial now and invite your colleagues into ITRP. Your service desk will be registering requests within 1 hour.
Increase ITSM continuity
When your organization’s data center is struck by a disaster, getting the ITSM service up and running again may not be a priority.
The continuity plan often dictates that services like email and ERP get recovered before the ITSM service. That makes sense from a business point of view, but it would be helpful if you could rely on the information about your services and configuration items during the recovery.
The infrastructure of the ITRP service is distributed over two separate physical locations. It is configured to automatically fail-over in case one of the facilities goes down. So, even when disaster strikes, you can depend on the information you have stored in ITRP. Though you may not consider ITRP your most business-critical service, it is ours. That is why you can rely on us to keep ITRP secure and available
Track all agreements, not just SLAs but also OLAs and underpinning contracts
ITRP is the only IT service management application capable of tracking all SLAs along the service hierarchy. Furthermore, your SLAs may stipulate response and/or resolution targets. That is why the urgency of a request may initially be dictated by a response target. As soon as a specialist has started to work on the request, its urgency is defined by the resolution target.
Work together seamlessly with outsourcers
Link your organization’s ITRP account with the ITRP accounts of your outsourcers and you will be able to pass requests to them when their support is required. There is no longer a need to build and maintain integrations with the ITSM applications of your external service providers.
You will be able to track the progress of your requests even after they have been passed to an outsourcer. Better still, ITRP will keep track of the SLAs between you and your outsourcers so there will be agreement on the service levels that have been provided.
Everything gets audited
ITRP automatically tracks all changes to all your data. You can always find who entered some information in a record and when this was done. There is no way anyone could have manipulated this data because the ITRP roles (i.e. the access profiles) do not provide such access.
This means that auditors can trust the data they find in the audit trials. Each record has its own audit trail. You can even use the complete log of all audit trails to get an overview of the sequence of events during a specific period.
Your auditors can be given direct access to all your data by giving them the Auditor role. People with this role can view all your data but they can not change anything.
Below are some frequently asked questions for 4me.
4me offers the following pricing plans:
Pricing model: Subscription
Free Trial: Available
30-day free trial, followed by a pay as you go subcription model. At the end of each month you will only be charged for the people that had access to ITRP. If the number of people authorized to use ITRP goes down, so will your invoice.
Note that end-users have access to free Self Service to submit and review requests.
4me offers the following features:
4me has the following typical customers:
Freelancers, Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business
4me supports the following languages:
Danish, Dutch, English, German, Irish, Korean, Norwegian, Spanish, Turkish
4me has the following pricing plans:
Subscription
We do not have any information about what devices 4me supports
4me integrates with the following applications:
Bitium, Identity Services, JIRA Software, Lync Online, Microsoft Azure, Okta, OneLogin, SAP Business One
4me offers the following support options:
Knowledge Base, Online Support
We immediately fell for this tool the moment we saw it. It just looked so much easier and it was performing so much better than any other SaaS tool we looked at. We are located in Austria and were surprised by tools from the big two vendors performing so average over here, even though their data centers are in London, Frankfurt and in Amsterdam.
We are now using it for about two years and it is even better than we thought. It has been available always, 100%. New releases are out every week and at no time did we need any consultancy for this, such a difference from our previous Footprints product!