Service Delivery Professionals

IT Service Management Management

As a Service Delivery professional, you understand the needs of the customer and strive to deliver the best and most cost-effective services possible.  By understanding and reacting to business needs appropriately, IT organizations can continue to mature and evolve into a proactive services provider with its own initiatives, while complementing larger corporate objectives.

Windward brings unparalleled real-world experience and a best-of-breed approach to solving client service management challenges.  With strong ties to numerous process workflow automation vendors to ensure your processes don’t just sit on the shelf, and the fact that more than 90% of our Service Management Practice consultants are ITIL© certified, we help you focus on:

  • Cross-organization process optimization and alignment
  • Defining IT services and service level agreements
  • Deploying centralized service and configuration databases
  • Cost optimization
  • IT portfolio management
  • Company-wide consolidation (NOCs, locations, utilities, helpdesks, etc.)
  • Customer satisfaction

Windward’s Service Management practice helps our clients translate business objectives into IT capabilities by strategically re-aligning and then tactically optimizing the IT organization.  Our Service Management Practice also integrates support services with processes, tools and technologies that focus on better customer interaction and, therefore, enhances business and end user service.  Windward provides a comprehensive set of solutions to meet the challenges of IT service and support groups:

  • IT Service Strategy:  Enables our clients to translate business goals and objectives into IT initiatives, manage a wide-ranging service portfolio, set service objectives with end users, and execute a long-term strategy for continual service improvement.
  • IT Process Alignment:  Works with our clients to develop streamlined processes, align processes with business objectives, build organization ‘buy in’ for consistent patterns of doing business, and identify areas for automation.
  • Service Desk Optimization:  Helps support organizations to interact with customers more responsively and consistently.  Integrating service desk, service request, asset management, configuration management and other technologies with the business creates a truly customer-centric and responsive culture.