Blog by Beyond20

Two Ways to Get More ROI from a Training Class

Feb 22, 2017 1:56:41 PM by Erika Flora

One of the best things we consistently hear from customers is that they have enjoyed and learned a lot from our training courses. However, when we follow-up, sometimes we also hear things like my...

The Basics: How to Design a Killer RACI Chart (in 3 Simple Steps)

Feb 7, 2017 12:00:58 PM by Erika Flora

Without a RACI model, there will be weeping and gnashing of teeth among your team. Why? Because the RACI model (or RACI chart, as it’s sometimes called) is a simple, effective way to communicate...

Why Having a Kick-Ass Service Desk is so Important (and how to build one)

Feb 2, 2017 11:30:49 AM by Erika Flora

A strong Service Desk can cover a multitude of sins. Too many organizations don’t take advantage of this fact, neglecting the poor Service Desk in favor of behind-the-scenes IT initiatives (and...

How to Implement ITIL with Duct Tape and a Toothpick

Jan 26, 2017 11:15:51 AM by Erika Flora

In an ideal world, we’d always have sufficient resources to do whatever needs to be done in IT. In the real world, we know this is rarely the case. More often, we find ourselves trying to do more...

How to Build a Lasting, Impactful Service Management Office (SMO)

Jan 12, 2017 4:43:00 PM by Erika Flora

Over the past decade or so, organizations worldwide have begun creating Service Management Offices (SMOs) in an effort to better centralize and improve the results of their IT Service Management...

15 Simple Habits That Will Improve Your Career in 2017

Jan 3, 2017 12:04:00 PM by Erika Flora
With 2016 (finally!) behind us, it’s time to start thinking about what we want out of 2017. While getting you to the gym may not be our advice wheelhouse, we can certainly help you move the needle...

The Value of a Strong IT Service Portfolio (and how to build one)

Dec 14, 2016 10:25:00 AM by Erika Flora
If you ask a company’s Project Management Office , or PMO, to produce a Project Portfolio (essentially a list of all significant projects currently underway) most of them will be able to so. Ask...

How to Design a Service Catalog Students Will Actually Use

Dec 13, 2016 11:17:00 AM by Amanda Fairbrother
Like any Service Catalog Workshop worth its salt, ours includes a series of focus groups with each user demographic. Focus groups are a fantastic way to gather information, as the group setting...

Trying to Get People in Your Organization to Change? Focus on These Two Things.

Dec 12, 2016 10:26:00 AM by Erika Flora
Just like in our personal lives, we are constantly trying (and failing) to get people to change at work. We manage up, sideways, and any which way we can, yet we often get nowhere. Should this...