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Utilize these service management and help desk white papers to improve your support processes, select service management software, or create a business case.

CBAT Codeless Business Application Technology

CBAT (Codeless Business Application Technology) is an approach to software that allows managers to quickly customize applications to precisely meet business needs without also requiring developers or expensive consultants. The heart of most successful CBAT systems is metadata.
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Change Management: The Greatest ROI of ITIL®

The most important aspect of ITIL – Change Management - often is merely an after-thought for many companies. Learn how the ITIL components of Change Management, Incident Management, Problem Management, Configuration Management, and Release Management are intertwined.
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From SaaS to SaaC True “Software as a Service” is about CHOICE

This white paper explores SaaS from its three major components – financial, deployment, and user interface models – and examines the "one size fits all" SaaS approach versus SaaS service management software that offers choice.
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Building the Business Case for IT Service Management

Convincing the CFO of the value your IT Service Management (ITSM) 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.
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Evaluating ITIL Help Desk / Service Desk Software Top 10 Considerations

Help Desk | Service Desk | Service Management Software – Where do you begin? Given the associated confusion inherent with the obvious changes in terminology, technology, and best practices, this white paper will remove the veil and some of the mystification and misconceptions that are commonplace when evaluating a Help Desk / Service Desk software solution.
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