* Managing users' expectations of the Internet
* Clearing up the confusing acronyms and mixed definitions of the IT services market
* Findings of EMA's service-level management adoption survey
* HP's multifaceted OpenView management release
* Results of EMA's channel distribution research
* Buying from the channel or direct - what are the sources for mgmt. systems, services?
* Peregrine Systems is a great addition to HP
* Results of survey on BSM and SLM
* Ramifications of partnership between Peregrine and Mercury
* Selling service management to small businesses
