Industry Comments
Inconsistent process leads to inconsistent quality of service. IT Service Management (ITSM) connects the people and the process required to define and deliver a commendable quality of service to the end-user community. ITIL v3-based process definition together with workflow automation provides clarity of roles, responsibilities and the realization of service level commitments. 
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Are You A Candidate?
Are you using a process model in order to promote consistent and repeatable service delivery? Are you struggling with how to automate processes to reduce operating costs? Do your reports to business leaders highlight shortcomings with respect to First Call Resolution, Incident Response, Incident Resolution, Customer Satisfaction, etc.? Is your organization growing faster than its support system?
If you answered “yes” to any of these questions, then you are a candidate for our IT Service Management offering.
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The Promise of Our Offering
ITSM connects the people, process and technology accountable for the management and control of the IT Operations Service Lifecycle.
Many customers come to ITSM first from the process perspective. These customers tend to be focused on ITIL-defined processes (such as incident, problem, change and configuration) striving to inculcate these processes within the organizations responsible for their practice. Other customers want to consolidate their operations looking for the economies associated with simplification. Either way you begin the journey; it will be one the most worthwhile undertakings IT will ever adopt.
Consequently, the promises of our offering include:
- The framework for establishing realistic and achievable expectations between IT and the business units IT supports
- The development and automation of the operational best practices necessary for continual improvement
- An industry-leading Service Desk and CMDB that effectively connect IT with the users IT supports, together with the work flow automation required to streamline and improve operational efficiency
- Dashboard-based reports providing you with a way to measure service performance and to communicate achievement levels to customers and the business
- The satisfaction derived from delivering to the expectations of the business and the positive morale this provides
Where to Begin?
We begin with an assessment of your current Service Management processes and any software automation currently in place. Following, we will provide you with an analysis of the suitability of our offering. Where data is available, we will calculate the costs associated with the current state of your environment and compare that to the costs and financial savings associated with our offering.
If you decide to proceed we will submit a Statement of Work and Project Plan detailing our responsibilities (and yours), our suggested timeline, the project’s success criteria (your goals and ours) and our deliverables.
You will receive a successful project managed by our Project Management Office, delivered to the expectations Whitlock established at the outset. Take that critical initial step to more effective service management—a worthwhile investment in technology, your personnel and the well-being of your business.
Thank you for your interest in Whitlock.
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