Achieve excellence through the adoption and adaptation of best practices in IT service management.

  • Define, using industry best practices, IT service policies and procedures.
  • Align IT goals and processes with business goals and processes.
    • IT delivers and supports business services.
    • Guide IT decisions on benefit and value to the business.
  • Realize IT as a business success enabler not just a service to users.
    • IT costs relate to actualized return on investment.
  • Provide for measurable, realistic levels of service.
    • Document what, how, and when services are provided.
    • Define appropriate and expected levels of service.
    • Provide for increases in service levels through a value/costing/ROI model.
    • Eliminate unreasonable expectations.
  • Define staff roles and responsibilities.
    • IT staff.
    • Business & end users.
  • Meet financial goals.
    • Understand and control IT costs to the business.
    • Realizing return on IT infrastructure investments.
    • Manage IT contracts and assets.
    • Provide quantifiable cost and performance information.
  • Define and achieve business & end user goals.
    • Availability and performance of IT services.
    • Value-for-expense IT services.
    • Reliability of the IT infrastructure.
    • Support of hands-on IT users.
    • More responsive IT staff due to aligned priorities.
  • Develop and achieve internal (IT departmental) goals.
    • Advance skills – technical and business expertise.
    • Achieve expected service requirements.
    • Address security concerns.
    • Accountability.
    • Clearly identified priorities.
    • Improved satisfaction and more receptive environment.
  • Provide for innovation.
    • Flexibility of the IT infrastructure.
    • Ability to control changes to services and infrastructures.
    • Transferability of / shared knowledge.
    • Ability to harness technology.

Kevin Burkholder is an Excellence-driven professional with over 30 years experience in leading projects and people, implementing and overseeing technology programs, and administering all facets of technology initiatives. He possesses in-depth knowledge and understanding of business requirements and functions with an ability to work with business leaders and experts to set agendas and deliver results.