Information Technology Infrastructure Library (ITIL) provides a framework for best practices in the IT environment.  Many IT organizations, large and small, are embracing the ITIL guidelines resulting in more effective, efficient, and productive operations.  The ITIL framework guides a company in developing better services and products while realistically managing costs in labor, material and capital. 

RWK Enterprises provides expertise in developing and improving IT business processes following the ITIL framework.  Areas of focus are:

Strategy:

Tactics:

Operations:

*Integral components to Service Level Management are the Service Level Agreements (SLA) and Operational Level Agreements (OLA).  SLA's and OLA's provide for a formal method of setting and agreeing on expectations, duties, and responsibilities of the customer and service provider.  Without effective SLA/OLA's anything goes and the customer/service provider relationship is chaotic. 

Rick Kilton holds a Foundation Certificate in IT Service Management