Leading a Multigenerational Workgroup: Which Style Works Best?
by: Bill Benoist

The Seven Most Important Performance Indicators for the Service Desk
by: Jeff Rumburg and Eric Zbikowski

Knowledge-Centered support Operational Model V.5
by: Consortium for Service Innovation

IT’s Readiness for the Higher Ed Future – Getting Ahead of the Trends
by: The HDI Higher Education Forum/Cinda Daly