The Surwill Consulting Approach

My approach is straightforward:

I design technology around the services your organization must reliably deliver. That is the entire method. Technology is not the starting point. Infrastructure is not the starting point. Tools are not the starting point. Services are. At first glance, this may seem simplistic. In practice, it creates clarity, accountability, and measurable value.

The Core Question: What Services Must Your Business Reliably Deliver?

Before discussing systems, platforms, or vendors, we define:

  • What services must operate without failure?

  • What outcomes are contractually or legally required?

  • What would materially disrupt operations if unavailable?

  • What regulatory or compliance frameworks apply?

This produces a Service Catalog. A structured inventory of the business-critical services your organization depends on.

Examples might include:

  • Secure clinical documentation

  • Protected communications (email, messaging, telehealth)

  • Identity and access control

  • Secure data retention and retrieval

  • Vendor-integrated workflows

  • Infrastructure availability and network connectivity

Every technology decision maps back to one or more of these services.

Why ITIL?

The evaluation framework is grounded in ITIL (Information Technology Infrastructure Library) specifically the modern ITIL 4 service value system. ITIL is not a toolset. It is a structured approach to service management.

It defines:

  • How services are designed

  • How they are transitioned

  • How they are supported

  • How they are continually improved

  • How risk and value are assessed

Whether services are delivered internally or through vendors, ITIL provides the discipline to evaluate them consistently.

The ITIL Definition of Value

Within ITIL, value has a precise meaning. A technology asset delivers value only when it provides both:

1. Utility “Fit for Purpose”

The solution:

  • Enables business performance

  • Supports contractual and regulatory obligations

  • Removes operational constraints Improves efficiency or quality

If it does not materially improve a service outcome, it does not have utility.

2. Warranty “Fit for Use”

The solution must also reliably perform with sufficient:

  • Availability

  • Capacity

  • Throughput / performance

  • SecurityContinuity

If it fails under load, creates security exposure, or cannot meet uptime requirements, it lacks warranty. Even if it is functionally impressive.

Value = Utility and Warranty

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Surwill Consulting can serve you in a variety of ways:

  • Architect with and guide your organization in transforming your network and security from legacy configurations to the modern SASE architecture. (What’s SASE? Does it really work!?)

  • Review and elevate the value of a single technology solution.

  • Review and document all the services needed and provided to internal customers.

  • Work with on-site IT.

  • Work with outsourced IT.

  • Audit any and all technology solutions and providers.

  • Helpdesk analysis, review, and auditing.

  • Act as your Virtual Chief Information Officer.

  • Provide specific consulting within the IT/Process governance of HIPAA, HITECH, The Cures Act, and basic PCI-DSS.