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