Thought leadership on SIAM, Enterprise Service Management, ITSM and ITIL.
5 Ways to Significantly Improve Your Service Desk
This paper looks at how IT services are sourced, delivered, and supported and the impact these changes have on IT service desk operations, in particular on what it means for the IT service management (ITSM) tools used to deliver IT support.
Tooling Up for Service Desk Outsourcing
When an organization decides to outsource its first-line IT support, it will need to ask the question: Which service management tool will the service desk analysts use? This white paper looks at the possible choices.
Scopism Global SIAM Survey
This whitepaper presents the results from the first SIAM practitioner survey, carried out by Scopism in 2018. The survey results are based on the responses from more than 200 SIAM practitioners from around the world and help build a picture of SIAM maturity and adoption.
Moving Beyond Multi-Tenancy
Multi-tenancy refers to a single instance of a software application that is used by multiple customers. Several enterprise service management applications enable multiple support departments to share a single installation of the application. This paper explores the reasons why organizations decide to make use of multi-tenancy, the issues they subsequently run into, and how they can avoid these problems using a more modern solution that makes better use of the cloud.
Why Global ITSM Initiatives Fail
Why is it so hard to get everyone using the same tool? This paper looks at three very simple reasons why things turn out so poorly and what can be done to avoid ending up with only a partial success.
SLA Target Calculation in 4me
The purpose of this paper is to provide a brief introduction to the calculation of targets for requests in the 4me application service.