Enterprise Service Management: one platform for IT, facilities, HR and the rest of your organisation.

  • One portal for all employees: With enterprise service management, everyone has one place to report and request anything, from a broken laptop to a leave request. Light accounts are free.
  • Every department its own team: Own ticket types, categories, forms and workflows per department.
  • Shared assets and contracts: One CMDB and one contract management for IT and facilities alike.
  • Collaboration across departments: IT, facilities and HR work together in one ticket or workflow, for example when someone joins or leaves.
  • One price, all modules: €49.95 per full account, with no extra licences per department.
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Neoforce with projects, invoices and tickets in one platform

What is Enterprise Service Management?

Enterprise Service Management (ESM) means applying the way your IT service desk works to every support department in your organisation.

Just like IT, facilities, HR, procurement, legal and communications receive questions, reports and requests every day. These often arrive through separate mailboxes, phone calls and spreadsheets. With ESM, all of those requests are logged, assigned, followed up and measured in the same way, in one system.

Neoforce is built for exactly that. Each department works as its own team with its own ticket types, categories, forms and workflows, but everyone uses the same platform. Employees have one portal for all their questions, and management has one overview of all internal services.

And because all departments work in the same system, they genuinely work together. A request that involves several departments no longer has to be forwarded from mailbox to mailbox.

Read how the municipality of Beekdaelen set up its internal workflow with Neoforce.

Stop running two or three systems side by side.

A service desk tool for IT, a separate system for facilities requests and a shared mailbox for HR? That means duplicate licences, fragmented overviews and employees who don’t know where to go. With Neoforce, you bring it all together.

One platform, every department in its own way.

In Neoforce, essentially everything is a ticket. That lets each department work the way that suits it, without needing a separate package for every department.

IT works with incidents, changes and requests. Facilities logs faults, cleaning requests and work orders. HR handles onboarding, internal moves and offboarding. You decide per team which ticket types, fields and categories there are.

Workflows
For processes that involve several departments, such as onboarding or offboarding an employee, you use workflows. That way every step reaches the right team in the right order.

Read more about workflows
Workflow management

”Finally a ticket system where collaborating is genuinely easy and the customer stays informed!

Yu-Mei Liebregt
Enterprise service management: colleagues from different departments working together

Collaboration across departments. In one workflow.

Onboarding: HR arranges the contract and personnel details, IT prepares an account and a laptop, and facilities provides a workspace and an access pass. With a workflow in Neoforce, a single request starts the whole process. Each department gets its own task, in the right order, and can see what the other departments have already done.

Offboarding: HR starts the leaver process, IT revokes access and collects the laptop, and facilities retrieves the access pass and keys. Nobody forgets a step, even when there are weeks between the notice and the last working day.

Within each ticket, you can see in a single timeline what has happened. You tag colleagues from other departments to involve them straight away, and multiple agents can work on one ticket at the same time. No emails stuck in a mailbox, and the requester follows progress via the portal.

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One overview for every team with enterprise service management.

Set per department when a request must be completed. Neoforce warns you automatically when the due date approaches.

IT resolves a fault within a day, facilities schedules a repair within a week and HR processes a contract change within the month. Each department works to its own deadlines, and you can easily sort open tickets by due date. That way you keep track of every agreement in the organisation.

Overview of tickets with due dates in Neoforce

Employees can always see the status of their request.

Statuses show progress. You define them yourself, per department if you like, and can notify the requester automatically when the status changes. That saves every department a lot of emails and calls asking whether anything is happening yet.

Defining ticket types in Neoforce

With teams, you set up Neoforce to match your own organisation: IT, facilities, HR, procurement, legal or communications.

Each department handles different requests and has its own agents. You assign agents to teams yourself, and a ticket can be picked up by several agents or teams if needed. That way you add departments step by step, without new software.

User-friendly ticketing system

Classify requests with categories and subcategories that fit your organisation.

Is it about accommodation, IT, HR or procurement? With configurable categories and subcategories you keep an overview even in an organisation-wide system, and reports show per department what most questions are about.

Setting up ticket categories in Neoforce

Each department works with the ticket types that fit its processes.

For IT, these are incidents, changes and requests, for example. Facilities works with faults and work orders, HR with requests for onboarding, internal moves and offboarding. Neoforce comes with a standard set that you can fully adapt.

Ticket status in Neoforce

One CMDB for the whole organisation: laptops, phones, workspaces, rooms and inventory.

Link an asset to a ticket so that IT and facilities can both see what has happened to a laptop, a meeting room or a printer. With asset management and contract management on the same platform, you also have one overview of what your organisation owns and which contracts belong to it.

CMDB in ITSM software: assets linked to a ticket in Neoforce

All requests in one employee portal.

With the portal you give all employees one entry point for questions to IT, facilities, HR and other departments. They see their open and completed requests and no longer have to search for the right email address or phone number.

Each department publishes its own forms, so requests arrive complete with the right team straight away. With wiki articles and manuals, employees answer many questions themselves. Light accounts for employees are completely free, so you only pay for agents.

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Overview of tickets with due dates in Neoforce
Example of a portal in Neoforce
Example of a portal in Neoforce

What does enterprise service management with Neoforce cost?

You only pay for agents (full accounts). All modules are included, and employees who only submit requests use the portal for free with a light account.

Example: IT, facilities and HR with 5 agents each = 15 full accounts × €49.95 = €749.25 per month, for the whole organisation. See the pricing or calculate it for your situation.

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Frequently asked questions about enterprise service management

What is the difference between ITSM and ESM?

ITSM (IT Service Management) covers the services of the IT department. ESM applies the same principles to all support departments, such as facilities, HR and procurement, in one platform.

Does every department have to work the same way?

No. Each department gets its own team with its own ticket types, categories, forms and workflows. Only the platform and the portal are shared.

How do departments work together in Neoforce?

Through shared tickets and workflows. When someone joins or leaves, for example, HR, IT and facilities each get their own task within one workflow, and everyone sees progress in the same timeline.

Can we start small?

Yes. Many organisations start with the IT service desk and then add facilities, HR or other departments. You don’t need new software or extra modules for that.

Where is our data stored?

All data is stored in the Netherlands, within the EU. Neoforce is ISO 27001 and ISO 9001 certified; read more about security by design.

Does Neoforce also work for municipalities and education?

Yes. See Neoforce for governments and Neoforce for education.

Let all your departments work together in one platform

Try Neoforce free for 30 days, with no commitment and no credit card. We set up your own trial environment and you receive your login details within 24 hours.

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