Case Study: Daikin achieves seamless multi-team service management with 4me

Daikin - Customer Case Study

Daikin Europe, the EMEA headquarters of global HVAC manufacturer Daikin, needed a replacement for HP OpenView Service Desk after it reached end-of-life. With three outsourced service desk organizations, externally maintained SAP environments, and users spread across many countries, the company wanted a flexible ITSM platform that could handle its complex support structure without heavy customization. 4me was selected because it was fast, easy to use, and able to support real-world ITIL processes out of the box.

4me implemented core IT service management processes including request fulfilment, incident, change, service level, and configuration management, and connected multiple accounts so Daikin’s internal and external support teams could work together seamlessly. The solution also integrated with Active Directory, Adobe eForms, SAP BI, Jira, and 4me Integrations for SAP change management and reporting. As a result, Daikin improved collaboration with external providers, gained better visibility into SLAs and performance, streamlined SAP changes, and now supports 3,000 end users across EMEA.

Daikin

Geert Monserez

Department manager IT Center EMEA