Thought leadership on SIAM, Enterprise Service Management, ITSM and ITIL.

Scopism – Global SIAM Survey

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.

4me White Paper Moving Beyond Multi-Tenancy

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.

4me White Paper - Why Global ITSM Initiatives Fail

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.

4me White Paper - SLA Target Calculation

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.