Welcome!

Does this sound familiar?

  • “We still have a traditional IT mindset, but the business needs innovation now!”
  • “Tickets are falling through the cracks.”
  • “With so many third-party providers, how can we manage the end-to-end service?”
  • “Users are always trying to bypass the help desk.”
  • “We’d follow the process if we knew what it was…”
  • “Our end users demand immediate service because of unenforced SLAs.”
  • “Unauthorized changes break more than they fix!”
  • “The world is changing so fast; how can we possibly keep up while maintaining quality?”
  • “Outdated processes hinder innovation.”
  • “I was hired to work 8am – 5pm, but the reality is more like 8am – 8pm.”
  • “Management doesn’t understand what we do.”

We can help.

With over 25 years of real-world IT experience, Knapp I.T. and Qual-IT is an Accredited Training Organization and we have transformed broken teams, overcomplicated processes, and low-performing IT departments into high-availability, high-communication, high customer-satisfaction organizations.

By analyzing organizations and applying the best of IT Service Management, expectations are set, processes are defined with owners assigned, and targets are set and managed to. Combining best practices and proven ideas from the IT Infrastructure Library® (ITIL®), Agile, DevOps, Lean, Six Sigma, Microsoft Operations Framework (MOF), Help Desk Institute (HDI), and ISO/IEC 20000, processes and services are continually improved throughout their lifecycles. The end result? Happy customers, happy end users, and happy technicians. (Yes, it’s really possible.)

Knapp I.T. and Qual-IT offers a full range of IT Service Management implementation assistance, including ITIL Foundation training, ITIL Intermediate courses for more in-depth learning and expertise, customized ITIL roadmaps, maturity assessments, process consulting and documentation, executive briefings, and even train-the-trainer evaluation services.

To learn more, select from the list of services above.


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