It is starting to become clear that IT can no longer meet the demands of the business by simply managing the servers, storage and applications within their data center. The expectation is that IT will operate as a service provider to the business.  Several technological advances are driving this change such as consumer technology in the workforce, as-a-service becoming the norm and the fast adoption of automation. How do you embrace the changes and keep control at the same time?

To meet these expectations, IT Service Management is required. While ITIL and ITSM concepts have been around for some time, they have always been something to strive for if time permits. ITSM is a framework for managing IT, centered around the perspective of the business vs. the traditional technology-centered approach. It is characterized by:

  • Adopting a process approach towards management
  • Focusing on customer needs and IT services for customers rather than IT systems
  • Stressing continual improvement

Implementation of ITSM is an evolution that occurs over time with proper planning and execution.


You may overlook how some of your current IT challenges are symptoms that point to lack of an IT Service Management strategy.  If you are experiencing any of the following, it is time to consider how IT Service Management can help:

  • Trouble keeping up with the requirements and velocity of business units
  • Viewed by the organization as a cost center
  • Struggle to identify the root cause of problems and understand the impact of events on business
  • Struggling to provide metrics back to the business
  • Inability to monitor and report events at an application or transaction level
  • IT environment is heavily siloed and difficult to manage
  • Long wait time to provision new environments


  • Improved quality service delivery - This is accomplished by having a defined service catalog which will relate back to better quality of services.
  • Consistent execution - a well-defined change management process can reduce errors and elevate trust.
  • Foundation for outsourcing -  standardized processes simplify execution and result in fewer mistakes resulting in delivering quality of service expected.
  • Reduction in cost - often dismissed at first because of the initial investment, overtime, implementation of asset management and cost accounting will allow you to realize costs savings due to better management of assets as well as charge back abilities
  • Improved reputation - the improvements of quality and productivity will bring along improved reputation.



  • Process Design and Development
  • Gap and Maturity Assessments


  • Implementation, Design, Tuning:
  • Change Management
  • Asset & Configuration Management
  • Service Level Management
  • Incident Management
  • Event Management
  • Request Fulfillment
  • Knowledge Management
  • Service Catalog
  • Problem Management
  • Dashboards, Metrics & reporting
  • Service Request Management
  • Self Service Portal Customization
  • Ongoing Remote Admin Services
  • Install Project based Work



The SRC team has more than a decade of experience helping a broad range of organizations design, implement and continuously improve their ITSM strategies in a way that enables them to keep their customers excited and their competitors on the run.

Our approach to ITSM begins with an assessment of your business objectives and policies and the maturity of your existing IT environment. We collaborate with you by using surveys, workshops, whiteboard sessions, and validation review meetings to design processes that follow best practices that are modified to work within your organization. Our ITSM practice helps you provide the stability that supports both IT and business agility.

SRC has the skills and experience across the entire IT infrastructure and understands how to design, implement, and managed technology that is directly aligned with business objectives. Our ITSM practice reflects and builds on our ITIL-based managed services practice.

JJ Keller Case Study