Craig Whytock

With over 16 years of IT Service Management experience, Craig Whytock is a Solutions Consultant for ESM (IFS assyst) at IFS, with a focus on helping organizations realize maximum value gains from ITSM/ITOM. With his wealth of knowledge in the ITSM space, Craig has worked closely with numerous clients to understand their most pressing challenges and propose the best solutions that align with their goals.

| | Estimated reading time: 13 minutes | assyst Blog
What is IT change management? | The importance of the IT change management process
What is IT change management? | The importance of the IT change management process

What is IT change management? Change management, or change enablement, is the process that helps you to effectively implement any…

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| | Estimated reading time: 6 minutes | assyst Blog
Service Desk Challenges: Increase First-Time-Fix Rate
Service Desk Challenges: Increase First-Time-Fix Rate

This is article 3 in a series of 8. Go to article 1 in the series here. The Challenge When…

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| | Estimated reading time: 5 minutes | assyst Blog
What’s Wrong with the First Call Resolution Metric?
What's Wrong with the First Call Resolution Metric?

For many service desks, First Call Resolution (FCR) is the “holy grail” of metrics, but should it be? Like any…

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| | Estimated reading time: 13 minutes | assyst Blog
Key strategies for reducing service desk calls
Key strategies for reducing service desk calls

The service desk plays an integral role in IT service management. It’s the single point of contact between the service…

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| | Estimated reading time: 13 minutes | assyst Blog
What is IT Governance (ITG) and why does it matter?
What is IT Governance (ITG) and why does it matter?

What is IT Governance? IT governance (ITG) is the process of managing and controlling key IT capability decisions to improve…

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| | Estimated reading time: 9 minutes | assyst Blog
What are the Four Dimensions of ITIL 4?
The 7 Guiding Principles of ITIL 4
| | Estimated reading time: 1 minute | assyst Blog
ITIL 4 Guide: From Zero to Hero in 60 Minutes
ITIL 4 Guide: From Zero to Hero in 60 Minutes

Struggling to keep up with the latest ITSM best practices? Get up to speed with this 60 minute ITIL 4…

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| | Estimated reading time: 5 minutes | assyst Blog
6 tips to improve your ITOM strategy
6 tips to improve your ITOM strategy

According to Gartner’s latest survey, 74% of technology investments are funded by business units outside of IT. 5m read

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| | Estimated reading time: 3 minutes | assyst Blog
How IFS assyst customers are leveraging ESM to gain an unfair advantage
How IFS assyst customers are leveraging ESM to gain an unfair advantage

Our customers always tell us that speed and agility are the keys to success. They need to operate and adapt…

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| | Estimated reading time: 4 minutes | assyst Blog
How Omnichannel ITSM Improves Quality, Speed, and Cost
How Omnichannel ITSM Improves Quality, Speed, and Cost

Find out how omnichannel ITSM can transform the customer experience, help your service desk get more done, AND slash operational…

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| | Estimated reading time: 2 minutes | assyst Blog
The 7 Guiding Principles of ITIL 4: Focus on value
ITSM ITIL 4 The 7 Guiding Principles of ITIL 4: Think and work holistically

The 7 Guiding Principles of ITIL 4 are the key messages of ITIL. They are designed to guide decisions and…

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| | Estimated reading time: 4 minutes | assyst Blog
The Reality of Being a ServiceNow Customer is Falling Short of the Hype
The Reality of Being a ServiceNow Customer is Falling Short of the Hype

At Axios Systems we’re seeing growing demand from ServiceNow customers who’ve been burned by application overheads and unexpected price-hikes. Now…

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