Vitality Supplier and Partner Awards 2021

Revo recognised in Vitality Awards for “going above and beyond” to help client

Revo has been highly commended in the Service Provider of the Year category in the Vitality Supplier and Partner Awards 2021.

The UK-based health and life insurance business contracted Revo to implement and support 4me’s service management platform.

At the awards, which were held at The Soho Hotel in London, on March 15, Vitality said that Revo was small team that went “above and beyond to help Vitality deliver strategic projects”.

Charles Bresler, CTO of Vitality, has said: “The (Revo) team is constantly with us to drive success and it is wonderful for me to be part of that. We feel that passion and it comes through. They want to drive my vision and that’s what I appreciate.”

Revo was nominated in a number of categories in the 2021 awards. It is not the first year that Revo has been recognised by Vitality for the work it does with them. Last year it was highly commended in the new Supplier of the Year category.

If you would like to learn more about what makes Revo different, please download our latest eBook:

Why size does not matter when it comes to SIAM

How SIAM has evolved to enable better service collaboration for all

Niche is now mainstream

Service Integration and Management (SIAM) has been growing in significance in recent years, but it is still, perhaps, seen as useful or accessible only to large organisations.

This growing awareness of the ability of SIAM tools to help businesses control their internal and external service providers and to move to a more dynamic and selective sourcing model, means that many software providers have developed SIAM bolt-ons to their software toolkits.

Complexity of the tool and consultancy efforts can make the cost prohibitive for smaller organisations. But what really makes a difference is a tool that has been built to offer SIAM from the start. This will make the scalability and collaboration capabilities of SIAM affordable for all.

If you would like to learn more about what SIAM offers to both small and large enterprises, please download our latest eBook Why SIAM matters.

Revo-why-SIAM-matters

Managing the cost of service management

A complete view of Service Management costs

How to look beyond the toolset and those who use it to get a full picture

Looking beyond IT

The cost of service management has long been firmly allocated to the IT budget. As the demand for service has increased and morphed with the process of digital transformation, this cost has steadily increased. In most cases it is still part of the IT budget, perhaps with licence costs allocated to departmental budgets or business centres across a geographically dispersed organisation. The key to greater transformation is to understand not only how the organisation can improve the way that it works and the way it manages processes, but also how much all of this costs.

Costs for ITSM and ESM teams go beyond the license and staffing level, and must also include how much is spent on servicing technologies, assets, people and processes across the business. This includes service being received from third parties such as suppliers or business partners.

3 cost centres

There are three main service cost centres that we need to consider if we are to get the full cost picture. These are:

  • Time
  • Assets
  • Outsourced services

The information needed to get the full picture of costs within each of these areas is usually available, but not always easily accessible as it is often not consolidated or available in a quick and easy-to-digest way.

Revo can help you to track all service costs in 4me and give you the complete view of service costs within your organisation.

To learn more about these service costs centres and how to get all the information you need to understand your service management costs, download our eBook How to get a complete view of service management costs:

How to survive switching ITSM solution

how to survive switching ITSM system

Managing the perceived pitfalls of changing to a new Service Management toolset

how to survive switching ITSM system

Struggling with inflexible, costly or slow ITSM?

The majority of organisations with a significant requirement for IT infrastructure and support services will already have an ITSM solution in place. In many cases, this system was originally purchased to cater for ticketing and managing support workflow. Typically, as the organisation grows in size and complexity, the ITSM tool will begin to struggle to cope with demand. The key strain placed on an early ITSM system, and the team that is using it, will be related to changes in organisational structure and the more complex processes that come with it. Older and more basic toolsets simply do not have the flexibility to grow with the wants and needs of the modern organisation, resulting in the dumbing down of support and service capability. This frustrates both the providers and, more importantly, the consumers of the services needed.

So what are the barriers to change?

ITSM tools are only as good as the processes configured to take care of customer enquiries. Tools are often limited by the extent of the knowledge of the person or people setting up these processes. Service can quickly come apart when customer demand shifts or a new issue arises.

ITSM tools use knowledge bases to automate and adapt service. The team operating them 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.

Let’s talk about the cost of ITSM

In reality, the cost of an older toolset will be greater than more modern, agile and SaaS-based ITSM solutions. SaaS ITSM delivers more flexible pricing, user account deployment and device-to-device availability than older, on-prem counterparts. SaaS ITSM also offers an easier path to the scalability that many organisations are searching for. In many cases, the problem is not the cost of per seat or overall licensing, more the cost of the consultancy or implementation hours needed to switch the ITSM to how the business requires it to work. Legacy projects are often associated with high consultancy costs and painful and drawn-out projects that always take longer than expected and, indeed, deliver more pain than expected. In reality, it is a time is money issue, where the consultants and configuration time needed to deliver a new ITSM system prevent organisations from switching.

Breaking down the perceived barriers

Although not all modern ITSM toolsets are the same, there has been a significant switch in recent years to more agile, flexible and easily configured systems that solve key project time issues. Revo’s experience with such toolsets has enabled us to significantly reduce our time-to-deploy and cut the overheads that customers need to pay when switching. This is the way it should be, with the consultants’ time focused on where true value is added – integrating the solution to best effect across the business and often enabling digital transformation beyond the project scope.

Value is a key phrase here. We often see businesses that are focused on the toolset and its capability and not on how great an impact the right toolset will have on other areas outside of IT.

A little time can pay huge dividends

At Revo, we are confident that if you are using another leading ITSM toolset we will be able to remove the pain you may be experiencing and also improve your service management processes – all with 4me. We appreciate that switching ITSM or taking time to truly assess the limitations of your current system is a big, and often scary, ask but it will reward you with clarity, control and cost saving. Please reach out to us at any time and we will be happy to run through how switching with Revo can benefit your business.

Revo - Switching ITSM

Revo Coronavirus Statement

Our response to the COVID-19 situation

In line with measures taken across Europe to restrict the spread of Coronavirus, Revo has implemented a work from home policy. We are committed to our customers and wish to reassure you that Revo will continue to deliver the service and support that you need.

Our staff will still be on hand to speak to you via telephone on the usual numbers, which will be redirected as necessary. We will also be able to support you via email and online.

We send our best wishes to all our customers and hope that they and their families remain safe and well during this period.

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.”

 

OneLogin, a user perspective

A brief look at OneLogin and what user identity management means for users

Managing your day-to-day apps

When rolling out any new technology across a business, it is vital to think about how the user of your chosen technology will interact with it and what it will mean for their daily working lives. We thought it would be helpful to write a series of articles on how the user interacts with some of the technology that we sell and support.

OneLogin is, in essence, a powerful tool for single sign-in user authentication, app management and account security. So, other than the clear benefits that this offers to the IT team, what can users expect when they are working for an organisation that deploys OneLogin?

The key thing that users will notice is that they will log in just once – to the OneLogin portal instance of the company that they work for. Once logged in, they will then be able to see a dashboard of icons for all the apps that they are allowed to access for their day-to-day work. The beauty here is that they then only need to click on the app icon to gain immediate access – no more entering different usernames and passwords. Needless to say, this is a great boost for the user as they can get on with their day rather than having to worry about passwords and login info for every app. What is more, you can receive access to a new app from the moment that IT adds it to your OneLogin dashboard.

Simpler and more secure

OneLogin is particularly useful when you require access to many different applications from different suppliers or if your supplier requires you to log in to different tools individually. Security is also improved, given that there is only one account to maintain or reset if needs be. From a user perspective, you still only have to worry about one username and password, which is a great thing for the user and a great thing for IT as well!