SUMMARY 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. Most organizations are not currently developing business cases or performing financial analysis to support their ITIL initiatives but Forrester Research suggests that lack of a solid connection between spending and return is causing executives to be reluctant to support ITIL-related spending. Research from Gartner suggests...

SUMMARY 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. Accordingly, what is the most important “destination” to consider when applied to evaluating the automation and implementation of Help Desk / Service Desk activities...

SUMMARY There is some confusion around the terms “Browser-Based” and “Web-Based” applications, and even more disinformation about the relative merits of browser-based applications vs. rich client applications. The purpose of this document is to explain the terminology and discuss the relative merits of the different technologies...