ITIL Certified Experts

Improve the quality, consistency, and ROI of IT services within your organization.

Technical Leadership Meets Proactive IT Monitoring

ITSM Expertise

Align Business Needs & IT Services

We go beyond basic back-end support to assess your current state and provide recommendations on how to leverage the right people, processes and technology to improve the quality and consistency of IT services so you get the most value out of your IT investment.

Time-Tested Proven Methodologies

SWC partners with you to develop a strategic roadmap that adapts to the changing conditions within your business environment. We create programs that are predictable, manageable and aligned to your business goals.

Certified & Local Expertise

Backed by a team of local ITIL-certified subject matter experts, we ensure the highest level of service delivery. We provide end-to-end ITSM expertise, from strategy and design to transition and operations with a focus on continual service improvements.

“The big word for me in the name of the company is partner. SWC is talented, engaged and passionate about what they do. It’s not a customer-supplier relationship. We’re in it together and we win together.”

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What To Expect

IT Service Management (ITSM) is a comprehensive IT delivery framework that focuses on aligning IT services with the needs of the business. It uses ITIL best practices to improve the quality and consistency of IT services and ensures that value is being derived from IT investment.

What sets SWC apart from other IT providers is our experience in all areas of ITSM. Backed by a team of ITIL-certified subject matter experts, our services are designed to go beyond basic back-end support. We take a holistic approach to IT managed services by assessing your current state and providing recommendations on how to leverage the right people, processes and technology to achieve a more comprehensive and desirable solution.

Some key indicators that would drive an organization into an ITSM engagement with SWC are:

  • Unexpected outages with no communication
  • Delays in support with no status updates
  • Business disruption due to lack of planning
  • Loss in revenue
  • Inability to take advantage of new technologies
  • Missing SLA’s

Refer to our Three Pillars of ITSM blog post which includes a complete checklist to assess how mature your IT operations are and if you are a good candidate for an ITSM engagement.

SWC provides end-to-end ITSM expertise, from strategy and design to transition and operations with a focus on continual service improvements.

Our approach to an ITSM engagement includes:

  • Assess the organization’s current state vs. desired future state using our ITSM best practices and proven methodologies
  • Create an actionable continual service improvement plan
  • Identify gaps and make recommendations to formalize services and processes
  • Align ITSM initiatives with business requirements
  • Design, document, and formalize ITIL-based ITSM processes and procedures

As part of our methodology we also work with each client to:

  • Review and align people, process, products, and partners
  • Assist in the implementation, configuration, and modification of ITSM tools
  • Establish metrics, KPIs, and measurable results
  • Implement and establish integration between processes
  • Establish and integrate call routes and workflows with key IT support entities
  • Assist in the establishment or modifications of Operational and Service Level Agreements

The implementation of a framework for IT service delivery requires periodic evaluation to ensure that the needs of the business are being met. IT is ever-evolving and it’s prudent to measure progress as well as the ability of the current team to deliver on commitments. SWC offers short- and long-term solutions to help support the internal team’s ability to achieve success and continual improvement.

SWC strives to create an ITSM program that is predictable, manageable and aligned with your business goals. SWC focuses on a four-phased approach for our clients:

Phase 1: Introduction to the ITIL Framework Focusing on Operational ITIL Functions and Processes

  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Knowledgebase
  • Service Desk Functional Team

Phase 2: ITIL Functions and Process Optimization from Phase 1
Integration of Other Functional Teams (Technical, Application and IT Operations Functions)

  • Change Management
  • Release and Deployment
  • Metrics, KPIs and Reporting

Phase 3 – 4: Introduction of ITIL Strategy and Design Lifecycles
Knowledge Management System – Including Configuration Management

  • Service Continuity (DR/BCP)
  • Information Security Management
  • Service Catalog/Portfolio
  • Continual Service Improvement
  • Governance

If you would like to learn more about SWC’s ITSM program or schedule a professional assessment, contact SWC or register for one of our upcoming events.

SWC offers a comprehensive set of services covering all facets of IT support. We can provide fully outsourced IT services or complement an internal team through the following:

  • Service Desk – remote or on-site user desk support, workstation/asset management
  • Enterprise Network Operations – 24×7 monitoring, management, and production support for IT infrastructure
  • Advisory Services – IT Service Management consulting, strategic roadmap development
  • Enhanced Managed Services – monitoring, management and dedicated expertise for Exchange, Lync/Skype for Business, Office 365, SharePoint, SQL, and Security

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IT Service Management (ITSM)