Thought leadership on SIAM, Enterprise Service Management, ITSM and ITIL.
Service-Oriented Data Structure
Where most service management tools talk a lot about services in their marketing collateral, in the tool itself there is not a separate record type for services. This paper looks at how to provide accurate, real-time, management information that can be broken down by service.
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.