Resources

SIAM

Service integration and management (SIAM) is a management approach that helps organizations stay in control of the internal and external service providers as they gradually move to a more selective and dynamic sourcing model. 

SIAM is a prerequisite for dynamic sourcing, which in turn makes it possible for organizations to maximize the speed at which they are able to innovate.

4me is the first enterprise service management (ESM) application specifically built to support SIAM.  It allows an organization’s internal and external service providers to collaborate seamlessly, while 4me provides real-time insight into the level of service that is being provided.

Enterprise Service Management

Enterprise Services Management (ESM) is the practice of applying Information Technology Services Management (ITSM) to other areas of an enterprise or organization with the purpose of improving performance, efficiency, and service delivery.

Look at ESM as a more holistic approach to what ITSM does:

  • Uses service management theories and principles

  • Implementing same or similar technologies, such as service desk and incident request software, self-service through knowledge management, chatbots, and many more

ESM is growing, with more and more small to large enterprises embracing these theories and putting them in practice.

Many software and technology providers are aligning with ITSM to provide better solutions, making it easier for IT and non-IT business units to take advantage of these systems.

Information Technology Service Management (ITSM)

IT service management (ITSM) put simply, is how IT teams manage the end-to-end delivery of IT services to their customers.

This includes all the processes procedures and activities to design, create, deliver and support IT services. 

The core concept of ITSM is the belief that IT should be delivered as a service.