White Papers

Scopism Global SIAM Survey 2020

This whitepaper presents the results from the SIAM practitioner survey, carried out by Scopism in 2020. The survey results are based on the responses from more than 350 SIAM practitioners from around the world and help build a picture of SIAM maturity and adoption.

Taking your multi-Vendor Ecosystem to the Next Generation

“In contrast to many other SIAM/ITSM software vendors that see SIAM as an extension to ITSM, 4me’s product architects, from the very beginning, acknowledged that IT and other shared services need to be and will be delivered in a multi-vendor approach. As a result, the company is solely dedicated to offer service management products for such multi-vendor environments.”

EMA Impact Brief

“4me’s one-stop self-service portal redefines enterprise service, boosting ITSM and employee productivity.”

SIAM FOCUS – 6 Features Every SIAM-Compliant Service Management System Must Have

Many enterprise service management tools claim to be SIAM compliant, but most are not. This white paper explains which requirements must be met to be SIAM compliant and how this can be tested.

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.

5 Ways to Significantly Improve Your Service Desk

This paper looks at how IT services are sourced, delivered, and supported and the impact these changes have on IT service desk operations, in particular on what it means for the IT service management (ITSM) tools used to deliver IT support.

Tooling Up for Service Desk Outsourcing

When an organization decides to outsource its first-line IT support, it will need to ask the question: Which service management tool will the service desk analysts use? This white paper looks at the possible choices.

Scopism Global SIAM Survey 2018

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.

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.