Thought leadership on SIAM, Service Management, ITSM and key industry topics.
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.