White Papers

 Change Management The Greatest ROI of ITIL (269 KB)

Begin with the end in mind is the often-quoted second habit made famous in Stephen Covey’s best seller, “7 Habits of Highly Effective People.” In other words, Mr. Covey recommends having a clear understanding of the destination before beginning any journey.

 Codeless Business Application Technology (CBAT) (44 KB)

CBAT (Codeless Business Application Technology) is an approach to software that allows managers and business domain experts to quickly customize applications to precisely meet business needs without also requiring software expertise or the hiring of expensive consultants. This goes far beyond just providing some basic options within an existing application. A good CBAT application is layered.

 Developing the Business Case for ITIL (307 KB)

Convincing the CFO of the value your ITIL® initiative brings to the business may be the biggest challenge you face. It may also be the most important role you play as a leader in IT.

 Top Ten Considerations When Selecting Help Desk Service Management Software (114 KB)

Where does an IT professional even begin when trying to evaluate everything associated with evaluating a Help Desk / Service Desk / IT Service & Support or IT Service Management software solution?