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How to Reliably Improve IT’s Value with IT Service Management (ITSM)

November 25, 2013 @ 1:00 pm - 3:30 pm

You are invited to gain insight from Gartner Analyst George Spafford as he focuses on the lessons learned when it comes to actually improving IT’s value through the pragmatic use of ITSM and quality management practices.
Discover lessons learned from Gartner’s clients, manufacturing and quality movement overall.
The presentation will discuss:

  • What are ITIL and ITSM?
  • Why Service Improvement is now the next step beyond Process Improvement
  • How do I start my journey? – What are the business needs and what do you need to accomplish them?
  • What are the pitfalls to avoid? – Common missteps such as overlooking organizational change
  • How Cost Optimization of IT is not the same as Cost Cutting

When: Monday, November 25, 2013 from 1:00-3:30 p.m. (incl. break with refreshments)
Where: University of Windsor – Katzman Lounge in Vanier Hall (http://uwindsor.ca/map)
Webcast: http://www.uwindsor.ca/GartnerITSM
For live updates from the event; to share your thoughts, comments and ask questions alongside your fellow participants, follow Twitter Gartner Moderator @pamela_davidson
We encourage you to Register as soon as possible for the session no later than Mon. Nov 18, 2013 to:
Register at http://gartneritsm.eventbright.com or by email to Anne Dube – csci@uwindsor.ca
Centre for Smart Community Innovation (CSCI)
(519) 253-3000 ext. 4572/1-855-700-2724
George Spafford
Research Director
IT Service Management
ITL Systems Security & Risk
IT Operations I
IT Service Management
George is a Research Director for Gartner covering process improvement in IT operations that leverage best practice references such as ITIL and provides subject matter expertise in the areas of operational transformation, change management, release management, problem management, DevOps and systemic complexity. His publications include co-authorship of “The Phoenix Project”, “The Visible Ops Handbook”, “Visible Ops Security” and the IIA Information Security Governance guidance. His current areas of research include service design, complexity and operational processes.
George holds an MBA from Notre Dame, a BA in Materials and Logistics Management from Michigan State University and an honorary degree from Konan Daigaku in Japan. He is a certified ITIL Expert, TOCICO Jonah and a Certified Information Systems Auditor (CISA). George is a current member of the IIA, ISACA, ITPI, ITSMF, and the TOCICO.


November 25, 2013
1:00 pm - 3:30 pm
Event Category:



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