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Peak10

Peak10 ITIL Foundations Training Case Study



WHEN YOU BUILD A REPUTATION AS A WORLDWIDE LEADER IN SECURE, COMPLIANT, FLEXIBLE IT INFRASTRUCTURE, YOU NEED TO ENSURE YOUR SERVICE DELIVERY TEAM ALWAYS MEETS - OR EXCEEDS - THAT REPUTATION. IT'S A CHALLENGE PEAK10 KNOWS WELL. SPECIALIZING IN THE DEVELOPMENT AND DEPLOYMENT OF DATA CENTER, CLOUD, INTERCONNECTION, AND MANAGED IT SOLUTIONS, THE CHARLOTTE, NORTH CAROLINA-BASED COMPANY HAS GROWN RAPIDLY SINCE ITS LAUNCH IN 2000, VENTURING INTO NEW INTERNATIONAL MARKETS AS IT CONTINUES TO EXPAND ITS OPERATIONS NATIONWIDE.


Quick Wins

  • Organizational transformation driven by staff training and development

  • Decreased time to on-board new customers and implement solutions

  • Improved time to resolve customer issues and increased customer satisfaction

The Challenge

Yet, Peak10’s impressive growth prompted a realization that the organization was struggling somewhat to keep pace with its clients’ service delivery requirements. It became clear that the best way to address the situation was to implement a more robust and strategic approach to employee training.

“Typically, training was done ad hoc,” says Debbie Lawrence, the company’s Director of Human Resources. “We would identify high performers within the organization and send them for training as a reward, or as a reaction to a specific need.”

One challenge of that approach was the way the service desk handled tickets. “We had a situation where every ticket was created equal, so our central technical system engineers would provide some level-one support and then forward those tickets on for processing at other levels. It was extending our mean time to resolution (MTTR), because the process was not streamlined, so we weren’t handling our customers and their needs as well as we could have.”

The Solution

The solution, Lawrence says, was to create a knowledge development program so all employees, from new hires to long-term team members, could gain the necessary technical training and certifications to better servce Peak10 clients. Yet delivering that training would not be easy, given the company’s multiple locations and the number of employees involved. It became clear that third-party training was the best approach and Lawrence quickly determined Beyond20 was the best option to rapidly equip the team.

“We knew Beyond20 had fantastic references and great online reviews, but it was in talking with the company that I realized it was a natural fit,” Lawrence says. “They were very up-front about what they were going to do for us, and extremely flexible. I liked that they committed to delivering face-to-face training and that anyone who did not pass the exam the first time could take it again. And I liked that the training would be dynamic - that it went beyond lectures to include hands-on activity and group work to solidify the training our employees received.”

Training began with ITIL Foundations, and Lawrence says Beyond20 proved to be a perfect partner from the start. “The instructors made you feel at ease. They made themselves available, they were personable, and there was constant positive reinforcement. It was one of the best experiences I’ve ever had.”

Peak10 also engaged Beyond20 for Project Management training for its customer implementation team to improve turn-around time in getting customer solutions up and running. “We saw our time to install was growing, as was the backlog of new requests. The process was not being managed efficiently, and there was a lot of confusion over who was managing it. We had plans to transition a number of staff members into full-time Project Managers and decided we should strengthen their knowledge, as well.”

The Result

The impacts of training from Beyond20 have been significant and have helped Peak10 reach new heights in serving clients. For example, Lawrence says the customer implementation team’s average implementation times, which previously spanned a few weeks, were decreased to an average of three days, beating the company’s target for expected improvements and earning recognition from the entire organization. Peak10 has also exceeded its time goals for resolution of low-, medium-, and high-priority service desk tickets.

“The best thing about this whole experience has been how the training has transformed us as a company and we’re still going through that transformation,” Lawrence says. “How we serve our customers, the metrics we’ve implemented to measure our success, the forethought that goes into how we’re going to grow the business - there’s more of a laser-sharp focus now. And everybody understands the why behind what we do because we’ve made training available to the entire organization. As a result, everyone from marketing to facilities is really coming together and working with one another.

The Future

Peak10 continues to work with Beyond20 to ensure more employees receive ITIL and Project Management training. ”If I had to rate the experience of working with Beyond20, I’d give them an 11 out of 10, “ Lawrence says. ”They were invested in our business and what we were trying to do right from the start, and we’ve had great success as a result. We will definitely continue this partnership with them.”



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