White Papers
Utilize these ITSM and help desk white papers to improve your support processes, select ITSM and help desk software, or create a business case. Feel free to download our White Papers. If you like what you read, Let’s talk.
A Guide to Service Catalogs – Part 1
This guide, the first in a three part series from Cherwell Software and SDI, will provide you with a key insight into how you can create a Service Catalogue and an easy-to-use Service Catalogue template. Learn how you can quickly realize the enormous business and customer benefits that a Service Catalogue provides.
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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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Codeless Business Application Technology (CBAT)
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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Developing the Business Case for ITIL
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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Making the RITE Decisions – Change for Survival in the New Economy
Organizations should no longer “collect data for data’s sake”—nor even for information’s sake. In order to make right, or “RITE” decisions, management must have data and information that meet four specific criteria.
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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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The Smartphone Information Revolution – Anywhere, Anytime Information Technology
Smart phones are changing the delivery of mission-critical information, and more importantly, the ability to make timely mission-critical decisions. The way we work, interact, and manage within the IT environment will never be the same.
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Top Ten Considerations When Selecting Service Management Software, Help Desk Software or IT Support Software
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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Users Doing IT for Themselves – How to Make Self Service Work
This white papers presents research on the adoption of self support, how it is improving service delivery, and how it changing the way end-users are supported. It also provides valuable guidance on how to implement self-service work within your organization.
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