So much of what we call management consists in making it difficult for people to work. - Peter Drucker, management theorist
2007 Conference	What is ITIL and Why Should You Care?
	Vincent Cordo discusses the Information Technology Infrastructure Library (ITIL),  a framework for the delivery of IT services that outlines management procedures intended to support both quality and value in IT operations. Hear how White & Case is applying these supplier-independent procedures as a guideline for their IT infrastructure, development and operational decisions
2004 DocPosit	Sample After Hours Support Guidelines
	Judi Flournoy submits this sample policy for after-hours support, including rotation of duty and documentation procedures.
2002 Conference	Help Desk Imperatives
	Charlene Traynor of Traveling Coaches reviews the role of the help desk, including its marketing function, what to look for in a good help desk person, and the basics of a successful help desk call.
2001 Conference	Personnel Management
	Rob Van Hoosen of Ernst & Young argues that HR is the IT manager's new best friend and offers ways HR can especially be helpful in developing an effective new hire orientation process.