Rethinking the Service Desk
9 Practical Improvements to Increase Efficiency
The service desk has a major influence on customer satisfaction and how the service organization is perceived. This whitepaper covers nine improvements you could make to your service management application to further empower and improve your service desk.
4me and the Pharmaceutical Industry
Good Automated Manufacturing Practice (GAMP®) guidelines are used by the pharmaceutical industry to ensure that medicines are manufactured to the required quality. This paper shows how 4me provides a complete solution for all GAMP requirements in the ITIL and Enterprise Service Management environment.
IT Service Cost Tracking Impact:
4me commissioned EMA to undertake a completely independent research initiative to present an objective snap¬shot of IT service cost tracking today. EMA explored the current state of IT service cost tracking and practical views on organizational impact, cost savings, and uses of this information. They enlisted candid insights from 255 global IT leaders.
Service Cost Tracking in ITSM
The Missing Link Between IT Service Quality and Business Value
Most IT organizations can report the quality of a service and detail IT budgets along departmental or asset lines. However, the cost of providing a service as it is actually consumed by the organization is largely an unknown. This operational blind spot is the missing link when trying to determine the business value of a service. This EMA eBook shows how 4me bridges the great divide between IT service and corporate finance with a simple-to-use IT financial management capability that was built into its ITSM/ESM solution from the start.
Extending ITSM Capabilities to Include Information Security Management
With the growing need for enterprises to comply with data protection legislation and security standards comes the need to set up a system to support and monitor the data protection and security procedures. This article investigates if it is a good idea to use the existing IT service management (ITSM) system or enterprise service management (ESM) system for this purpose and identifies the functionality an ITSM system should have to be successful in this domain.
Taking your multi-Vendor Ecosystem to the Next Generation
Service-Oriented Data Structure
Scopism Global SIAM Survey 2018
This white paper 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.