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Breaking Down Silos - An ITIL Imperative

IT needs to have a systems mindset that focuses on enabling the business, which necessitates teamwork and the dismantling of silos, writes ITSMWatch columnist George Spafford.
Tags: ITIL, ITSM, Spafford, process improvement, silos

How to Improve Incident Response Times

ITIL v3 provides two avenues to do this, writes ITSMWatch columnist George Spafford.
Tags: ITIL, ITSM, Spafford, incident management, Event Management

How to Set Up and Manage a Definitive Media Library

Organizations struggling with version control, virtual machine images, approved build, licensing, and so on can benefit from the DML, writes ITSMWatch columnist George Spafford.
Tags: ITIL, ITSM, Spafford, CI, DML

Is the ITIL Fad Fading?

The C-suite is still looking for a little ITIL ROI, writes ITSMWatch columnist George Spafford.
Tags: ITIL, ITSM, Spafford, IT/Business Alignment, process improvement

Say What ... Changed? (aka, How'd That Happen?!?)

Having a better understanding of what changed aids not only IT operations but also information security and reduces risk, writes ITSMWatch columnist George Spafford.
Tags: CIO, change management, CMDB, Spafford, risk

Are You Getting Value from ITIL?

For many practitioners, hope of a service management future are turning to dismay as they figure out how to actually get value from ITIL and ITSM, writes ITSMWatch columnist George Spafford.
Tags: ITIL, ITSM, Spafford, IT value, service management

How to Mitigate the Risk of Failed Changes, Part II

Success is based on stated change objectives, writes ITSMWatch columnist George Spafford.
Tags: change management, ITIL, ITSM, Spafford, risk

How to Mitigate the Risk of Failed Changes, Part I

So long as change processes are ignored risk will be ignored, too, writes ITSMWatch columnist George Spafford.
Tags: change management, ITIL, ITSM, Spafford, risk

Why Event Management Matters

Getting a handle on Event Management has a lot of benefits, writes ITSMWatch columnist George Spafford of Pepperweed Consulting.
Tags: ITSM, Spafford, Pepperweed, Event Management, MTTR

Using the Service Desk as a Single Point of Contact

Extending the IT service desk to handle more than just IT calls will net real business benefit, writes ITSMWatch columnist George Spafford of Pepperweed Consulting.
Tags: Best Practice, Spafford, service desk

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