Whitepapers

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Whitepaper: The Forrester Wave™: Service Desk Management Tools
Publication Date: April 7, 2008, Chip Gliedman. Download the full report!

Whitepaper: Butler Group Reviews iET ITSM 4.1
Publication Date: September 2007, Reference Code: TA001317IMT, Roy Illsley. Analyst Roy Illsley provides an in-depth review of the iET ITSM 4.1 solution. View the full report!

Whitepaper: Gartner's Magic Quadrant for the IT Services Desk, 2007
Publication Date: August 2007, ID Number: G00150504, David M. Coyle. View the full report!

Whitepaper: CMDB in 5 Steps
A Project Guideline for Implementing a Configuration Management Database

Whitepaper: Best Practices in Change Management
Discover how change management can help you manage and control the process of change in order to enable continuous improvements in IT services while minimizing problems and disruptions related to changes.

Whitepaper: Change & Configuration Management Database
CMDB delivers IT cost savings, productivity gains, and regulatory compliance.

Whitepaper: iET ITSM 4.1 Enables Enhanced Service Management
iET ITSM delivers fast and efficient service desk performance plus comprehensive problem management capabilities to enhance the productivity and quality of IT services. The software provides the ability to manage change in large organizations by enabling workflow that provides parallel or sequential approval processes driven by electronic signatures. A graphical representation of the configuration management database (CMDB) improves both front- and back-office operations by making it easy to visualize relationships between configuration items (CIs).

Whitepaper: ITIL and ISO 20000
How companies benefit from an ISO 20000 certification

Whitepaper: RFI Template for an ITSM Solution
Download this Request for Information (RFI) if you are looking for a solution to support your IT Service Management processes. This template is vendor independent.