Third party integrations are a highly effective way to elevate the impact of your ITSM or ESM solution. Enabling secure and seamless sharing of data from third party platforms with 4me, reduces the need for manual data entry, avoids the duplication of effort associated with keeping information up to date and enables real-time updates across platforms. Our work with Fiskars Group to integrate LeanIX with their 4me is a great example of this.
Background to the project
Gerber, Georg Jensen, Iittala, Royal Copenhagen, Waterford, Wedgwood, Georg Jensen, Fiskars – you’ll come across Fiskars Group’s design-driven brands in your homes and in many aspects of your day-to-day life. Founded in 1649, the company now has a 7,000-strong team stretching across 29 countries. Like any business of this size and scale, Fiskars Group relies heavily on its IT systems working optimally to operate efficiently. Back in 2022 we transitioned Fiskars Group service management from a legacy system to 4me. A number of integrations were included in the initial switchover, but there was also a list of others that were earmarked as future projects. LeanIX was at the top of this list.
A proactive approach to 4me evolution
A really common issue with service management solutions is that after implementation and launch there’s tendency for the system to be neglected – update opportunities are missed and integration plans can easily linger at the bottom of an endless IT team to-do list. Fiskars Group realised the best way to ensure they progress their plans to develop and evolve 4me was to enlist the professional support of the Revo managed service. Working together, Revo and the team at Fiskars Group have developed a roadmap for 4me. The integration of LeanIX is one of the outcomes of this ongoing relationship.
The driver behind the integration
The aim of this integration is a familiar story – breaking down data silos to enable real-time information exchange between two disparate platforms. Specifically, in this case, the Fiskars Group support desk was lacking direct access to accurate data on the applications being across the business via 4me.
“Before the integration, we pretty much didn’t have a repository for our applications,” says Alexandru Danila, IT Configuration Manager, Fiskars Group. “All we had was a table of applications that we manually imported into 4me. Then it would just sit there – not managed, not updated, not anything. We didn’t really know what was running, who was the owner of the application, what the features of an application were… we didn’t have a lot of the details.”
The application data they need already existed in LeanIX – a platform primarily used by the business’s IT architects. But as the two platforms weren’t integrated, this information had to be manually added to 4me and updated because the systems weren’t linked.
“LeanIX had a lot of the information we needed, but it wasn’t connected with 4me, so it wasn’t centrally visible or accessible,” says Alexandru. “LeanIX was working, 4me was working – they just weren’t working together.”
The Revo team worked with both Fiskars Group and LeanIX to build an integration. This interconnectivity between the systems enables data to transfer securely and seamlessly between the platforms. In other words, the information on IT components stored in LeanIX is now available to help the IT support team manage incidents, service requests, and other problems raised in 4me.
“Now 4me is integrated into LeanIX, application data can be used in service management requests,” adds Alexandru. “Application owners can be tagged, and the details about an application are more available to our support teams.”
Find out more
For more information about how we helped Fiskars Group integrate 4me and LeanIX, read the full success story. And if you’re interested in finding out how Revo 4me could transform your approach to service management, we’d love to talk you through our approach.
