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Intelligent Decisions

Intelligent Decisions ITSM Customer Success Story


 

FOR NEARLY THREE DECADES, ASHBURN, VIRGINIA-BASED INTELLIGENT DECISIONS (ID) HAS BEEN DEVELOPING AND DELIVERING HIGHLY SOPHISTICATED IT SOLUTIONS TO THE FEDERAL GOVERNMENT. THE SUPERIOR QUALITY OF THE COMPANY'S SOLUTIONS IS EXEMPLIFIED BY DISMOUNTED SOLDIER, A FULLY IMMERSIVE VIRTUAL TRAINING SYSTEM THAT HAS SIGNIFICANTLY ENHANCED THE QUALITY OF THE INSTRUCTION OUR NATION'S SOLDIERS RECEIVE FOR ALL FORMS OF COMBAT.

Quick Wins

  • CMDB buildout increased shipping efficiency by 50%
  • Management time spent on low-value tasks reduced 50% through automation


The Challenge

The company recognized that supporting future growth would require internal processes as sophisticated as its technology solutions. Everyday tasks such as product shipments, finalizing agreements, approving expenses, and invoice preparation could be performed manually when the company was smaller but needed to be automated to prevent bottlenecks in the company's operations at scale. ID executives realized intelligent decisions were required to make these processes more manageable and automated.

Stephen Dempsey, Senior Director, Professional Services PMO at ID, says a solution to the company's situation began to take shape as he looked into ITIL® training for staff. After a small initial engagement, he quickly realized Beyond20 was the partner ID needed in order to support the organization's goals.  


The Solution

"Many of the examples Beyond20 used in the ITIL training sessions were non-technical, from a service standpoint," Dempsey recalls. "We determined we could do this internally with the services we provide our own employees, such as managing subcontracts and invoice payments. Beyond20 gave us a demonstration of how Cherwell could automate those processes, and we proceeded to do a prototype for Dismounted Soldier."

Work began on a prototype to automate shipping and maintenance of Dismounted Soldier Training System equipment. Each training system has customized, technologically advanced components, all requiring occasional maintenance and servicing. Given that hundreds of these systems are currently in use by the military, keeping track of the status of each part poses considerable logistical challenges, especially when done manually.

"We had documented all of the parts and components that we wanted to manage and monitor using Cherwell's configuration management database (CMDB) module, and Beyond20 helped us upload all of it. The result was that we could see real-time status of shipments using the Dismounted Soldier return material authorization (RMA) system, and that improved the productivity of our shipping department by 50%."

Once the prototype provided proof of concept, Beyond20 proceeded to build out the system, drawing on ID's feedback and requirements at each stage. Dempsey says he was particularly impressed with how flexible Beyond20 was in incorporating changes to the solution.

"Beyond20 was invested in our success and passionate about what they were working on, whether it was the actual tool or ensuring we got what we needed," Dempsey says. "As the scope of the program expanded, Beyond20 consistently rose tot he challenge, determined to get it right for us. And where we discovered desired functionalities that were not built into the ITSM platform, they acted as our advocate with Cherwell to get that done."


The Result

The solution built to support the Dismounted Soldier program went on to win the award for "Most Innovative Use of Cherwell" at the 2015 Cherwell Global Conference. 

Thanks in part to ID's ITIL training and extensive documentation of processes, implementation of the Cherwell platform was completed in a few short months, with additional support and guidance following system go-live. Given that 200 ID employees had previously completed ITIL training with Beyond20, they were able to configure the ITSM solution quickly to meet the organization's needs. Now that processes were automated, Dempsey notes ID had more capacity to respond to and win requests for proposals (RFPs) - directly increasing company revenue; to track subcontractor contracts and secure more timely approvals of security clearances; to reduce management time spent on low-value tasks by 50%; and to give leadership greater visibility into organizational bottlenecks. In addition, invoices were being prepared and issued in half the time it took to do so manually, which meant payments were more prompt and processed more quickly, significantly improving bottom-line performance.

Beyond those wins, Dempsey was impressed with the ease and flexibility of the Cherwell ITSM solution. "We could customize it without having to code. With Beyond20's assistance, we were able to link it to our timesheet system so all of our charge codes were there for invoicing, eliminating the need to manually copy data. Plus, we were able to develop robust dashboards that gave us unprecedented real-time visibility into our operations."


The Future

Intelligent decisions is looking forward to continuing its strong focus on people, process, and technology to further innovate and improve its ability to serve both its employees and government customers.


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