A leading global supplier of high purity process chemicals was in the process of implementing Cherwell Service Management when executives decided they wanted a new interface for end users. The interface would need to resemble the company’s website and provide an intuitive approach for users.
Working with feedback from the company, Beyond20 Solutions Consultants designed a Portal landing page with clear links up front for end users to submit an incident or request. The Portal also included a Service Catalog that could be launched on a new page or through a drop-down catalog. After a four-hour design session, Beyond20 used the company’s style guide and specifications to create a layout, static content, an image carousel, a Service Catalog script, and link logic for the Portal. Beyond20 completed the Portal and additional modifications, bringing the company an interface that met their needs.
A global petroleum and natural gas exploration and production company underwent a period of organizational growth and transformations within their IT department. One result of its transformation was a new, innovative approach to data storage – and that meant they needed a new data storage process. Through a series of process design workshops, Beyond20 helped the company map the full lifecycle of this and several other asset management processes.
Beyond20’s ITSM Advisors interviewed executives and management from IT and the business side of the company to identify their unique challenges and garner their support for the project. After identifying critical assets, we facilitated workshops with the asset owners and their teams to design and map the lifecycle process for each. Keep in step with the company’s vision of continued innovative growth, we designed processes that would evolve with them rather than constrain.
A leading less-than-truckload company offering regional, inter-regional, and national LTL services sought a partner to facilitate the revision of their IT Service Catalog and provide short-, medium-, and long-term planning for implementation and utilization of the Service Catalog within their ITSM self-service portal. This project was intended to support ongoing IT Service Management (ITSM) process and Cherwell platform improvement efforts.
Beyond20 used a multi-phased approach to create and deliver a finalized Service Catalog and strategic roadmap for use by IT and internal client groups. Consultants conducted in-person interviews, ticket analysis, and document review and analysis to complement an on-site Service Catalog workshop. We developed a draft service catalog through coaching sessions with company stakeholders over several weeks and put together a Strategic Roadmap of short-, medium-, and long-term items for implementation and adoption of the Service Catalog.
Upon reconfiguring its Cherwell system to better fit its unique needs, this state government agency required formal training for their Cherwell administrators to ensure they could continue to maintain the system in accordance with best practice. Specifically, the agency sought Cherwell admin training around configuration, installation, aligning relationships and forms, and using automated workflows to support process improvement.
Beyond20 provided week-long Cherwell admin training, delivered both on-site and remotely, equipping the agency’s team with the skills they’d need to manage Cherwell with ease. The Foundation-level class covered both the nuts and bolts of the Cherwell system, along with custom modules designed to fit the agency’s specific needs and challenges.
This university-based health care system underwent a series of engagements to improve their Cherwell self-service portal. Administrators wanted to redesign their portal to ensure it was built according to best practices, which required a level of expertise from an outside partner. Specifically, they hoped to better utilize their Change Management Database and Report Writer functionality in Cherwell to access additional data, including Service Level Agreements and other metrics.
As part of a system administration service package, a dedicated Beyond20 Solutions Consultant successfully redesigned and rebuilt the self-service portal and implemented it in their Cherwell environment. We also conducted a review of their CMDB implementation to identify pain points, compiled recommendations for performance-improving enhancements to the system, and provided a training session on CMDB concepts and utilization. Beyond20 then conducted a two-part training session to critical reporting personnel to demonstrate base capabilities and provide detailed instructions for creating reports from start to finish.
One of the largest school district in the country required additional professional services for enhancements to their existing Cherwell Service Management System, including design and configuration of custom workflows, dashboards, integration, and advising and consulting, as part of their IT improvement initiatives. The school system required a focused assessment of their ITIL processes, including Incident Management, Problem Management, Change Management, and Request Fulfillment.
Beyond20 performed a high-level ITSM assessment of requested processes and provided an operational model for long-term implementation and management of these processes in their ITSM solution and in their IT organization. Consultants outlined issues and recommendations for each of the ITIL processes with a priority ranking and recommended resolution timeline. Beyond20 collected data to provide a holistic view into current operations within the school system, along with valuable insight into organizational culture and challenges the organization faced.
Intelligent Decisions (ID) has developed and delivered highly sophisticated IT solutions to the federal government for almost three decades. But as the company’s technology solutions became more sophisticated – including Dismounted Soldier, a fully immersive virtual training system for combat – ID realized it had to modernize its internal processes to keep up. Everyday tasks created bottlenecks, and ID executives realized that ITIL training could make these processes more manageable and automated. After a small engagement, Beyond20 was brought on to assist the company with its larger digital transformation endeavors.
Beyond20 gave ID staff a demonstration of how Cherwell could automate certain processes, leading ID to create a prototype that would automate shipping and maintenance of Dismounted Soldier Training System Equipment. Beyond20 helped ID see the real-time status of training system shipments in Cherwell’s CMDB, immediately improving the shipping department’s productivity. Then Beyond20 consultants completed the rest of the system drawing on ID’s feedback. The solution went on to win the award for “Most Innovative Use of Cherwell” at the 2015 Cherwell Global Conference. After automating processes through Cherwell, ID reported more capacity to respond to and win RFPs, more visibility of organizational bottlenecks, and an improved bottom-line performance.
A large city in the Pacific Northwest endeavored to implement IT Service Management improvements across their entire IT department. Through efforts to improve organizational communication, better manage IT services to align with business goals, and enhance all ITSM efforts across IT, the city realized an opportunity to review their ITSM Strategic plan and develop an organizational roadmap.
Beyond20 engaged the city’s IT department in an ITSM Strategic Planning Workshop, including a one-day interactive Polestar® ITSM Simulation and a one-day strategic planning session. This was a high-impact, energetic way to accelerate understanding of IT Service Management best practices throughout the organization. The follow-on strategic planning session then had participants use their new shared knowledge to design short-, medium-, and long-term organizational goals.
Hunter Industries knew visibility was essential when it came to delivering critical business outcomes – and that efficiency was equally important in handling incident requests. Without a structured HR Management System in place, the San Marcos-based company was experiencing challenges in tracking and finding objects, as well defining critical workflows and ITSM security protocols.
Hunter partnered with Beyond20 to help enhance their existing Cherwell Service Management system. By adding HR Case capabilities in the form of new major objects, supporting objects, lookup objects, portal pages, workflows and security, Hunter’s service desk saw immediate results. The service desk minimized SLA breaches and maintained an 80% rate for first-call resolution of incidents and requests.
This cabinet-level federal agency sought a partner to help them achieve process maturity goals within their Project Management Office. The agency sought an assessment, based on PMI’s PMBOK, OMB, and GAO best practice, accompanied by indicators, as a means to track progress against organizational goals. The outcomes of the assessment included setting a baseline of current conditions within the Department’s core projects so an IT budgeting and tracking system could determine accurate measurement and appraisal of current practices; a process roadmap and matrix tracking tool with actionable items; ability to apply Project Management best practice concepts to projects; and mitigation of project risk as the size and complexity of the organization grew.
Beyond20 conducted a baseline project management assessment for key project team members. The project began with a half-day strategic planning discussion to define requirements and Critical Success Factors for the project. Our PM Consultants conducted in-person interviews, distributed a capability assessment survey, then provided a full review, discussion, and executive presentation of all findings. Beyond20 provided a Process Maturity Assessment Report to summarize overall findings and measurable results of existing processes, common themes, and process maturity recommendations. A PMO Roadmap was also delivered, which contained near- and long-term recommendations for the project team along with a matrix for tracking of progress against process maturity goals.
OneNeck is an expert provider of hybrid IT solutions tailored for mid-market and enterprise companies. Through a single point of accountability, OneNeck offers end-to-end, enterprise-class IT solutions, including cloud and hosting solutions, managed services, enterprise application management, professional services, IT hardware and top tier data centers. The firm sought to consolidate their ITSM platform across numerous locations and determined Cherwell and Beyond20 were the right fit.
Beyond20 Consultants designed and implemented an initial solution that included Incident Management and quickly added the Change, Problem, and Configuration Management modules. Within two months, OneNeck had migrated 99.9% of its customers to Cherwell.
The OCIO of this federal agency planned to integrate multiple ITSM processes to better respond to incidents, manage assets, and streamline IT client communications through a single point of contact, in alignment with the ITIL framework. To start, they commissioned an ITIL Process assessment across 13 OCIO organizations to evaluate the overall maturity of their ITIL processes against the established industry framework. The ITIL assessment observed service desk functions, processes, and practices then reported the gaps and findings. The OCIO determined the design and launch of a Service Management Office would be the best way to correct these findings and improve overall service delivery.
After conducting a full assessment and evaluation of future process improvement activities, we identified strengths and best practices to apply toward the development of a Concept of Operations and Roadmap for the future state of this federal agency’s OCIO IT service management. Beyond20 introduced the ESC concept of operations and proposed actionable recommendations to mature the OCIO’s ITSM capabilities. The recommended goals and objectives for ESC assessment activities aligned Incident Management, Request Fulfillment, Problem Management, and Knowledge Management with ITIL best practices. The purpose was to optimize the customer experience, support business outcomes, benchmark services and maximize efficiencies, and continuously improve processes at the agency.
The Technology Services Division of this municipality required consulting services to advise on Service Level Agreements for services between the Technology Services Division and various departments and divisions in the City. This was part of a larger initiative to move the city forward technologically in accordance with its 3-year Strategic IT Plan. The municipality called on Beyond20’s advisors to help them design and implement achievable SLAs across the enterprise.
Beyond20’s holistic approach to determining the right SLAs for the municipality began with a Service Catalog Workshop. We worked with stakeholders to review the department’s current service catalog and discuss the ideal structure for SLAs that fit both the department and their clients’ unique business needs. Consultants collected data to construct reports that detailed the desired and recommended service levels, defined SLAs for each Department/Division, and developed an actionable Roadmap to meet agreed SLAs.
A regional bank faced regulatory and audit requirements when it came to its IT assets. The organization desired a unified Configuration Management Database so IT could better serve its business customers. The bank also realized an opportunity to revamp its asset management and logically link assets to one another, as well as to critical ITSM processes such as Incident and Change Management.
The bank leveraged the power of Cherwell Asset Management to build a unified, consistent Configuration Management Database. It partnered with Beyond20 to build the necessary integration between CAM and CSM to manage workstations, servers, and network devices. Through focused design sessions, Beyond20 was able to deliver a solution which allows the bank to track and manage their critical IT Assets within the CSM platform without the need to abandon established asset databases throughout the organization.
This California-based brewing company’s rapid growth required them to run an ever-increasing number of complex projects simultaneously. Completing each of them successfully and on time would require flawless communication between individuals, teams, and facilities – it was time for an enterprise Project Management solution. The brewery needed a platform that would unify communication channels between all sectors of the business, provide powerful, customizable reporting, and allow unprecedented cross-project collaboration.
To address these needs, Beyond20 worked with the brewing company to implement Microsoft’s Project and Portfolio Management solution. Consultants set up Project Sites for the brewery, allowing for greater collaboration between teams and consistent management of data. New resource data and reporting tools allowed teams to see the status of multiple programs at once and plan for future projects accordingly. Beyond20’s PPM solution for the brewery effectively changed the way the company worked. Open communication, a common language, and unprecedented insight into project status allowed a world-class brewing organization to grow in a way that aligned with their culture.
A global leader in vehicle fleet management sought Professional Services support to configure a new Cherwell Service Management system, hosted by Cherwell. The company looked to configure the following features and system functionality: HR Case Management, HR Employee Administration, Facilities Management, Supplier Management, and Active Directory and SAML. The company also required the ability to create tickets from an email listener, customize dashboards and reporting, and provide a unified self-service portal, which would allow its clients to easily submit and track HR and Facilities requests.
Beyond20 facilitated a requirements analysis & design workshop with stakeholders to define and capture their needs for the system, review Cherwell’s out-of-the-box functionality, and discuss best practices for implementation. Our Solutions Consultants then designed, built, and implemented the Facilities Management module in alignment with the company’s requirements and trained Cherwell administrators on the new functionality. The result was a process by which staff could submit tickets for facilities requests and receive automated status updates through a self-service portal.
A leading provider of big data analytics, cybersecurity, and identity intelligence sought on-site Scrum training for 20 staff members. The data company intended to increase their ability to deliver valuable products to customers by empowering cross-functional, self-organizing teams and to ensure employees had industry-recognized credentials.
Beyond20 provides expert Agile/Scrum instruction and workshop facilitation to demonstrate the utility of the Scrum framework using a fully customizable agenda. The live classroom session was delivered as a private, on-site, two-day course with a format tailored to match the specific needs of the employees and the common experiences they faced. The exam for the Certified Scrum Product Owner certification ensured students left with an industry-recognized certification of their new skills.
The largest hotel chain in the world, required a robust, cutting edge project management system to run its projects more efficiently. When Beyond20 was called in, the hotel chain was managing its projects with then ten-year-old Microsoft Project, which led to major hurdles and extra work, often causing staff to manually calculate data from spreadsheets when the software couldn’t extract vital analytics. To get an overview of a project’s status, project managers had to manually complete weekly status reports and project diaries, which were then submitted to another team member who would update a large, complex spreadsheet with the information.
We worked with the hotel chain to design a custom Microsoft PPM implementation that would not only update their existing software but also deliver a dynamic solution tailored to address their specific needs. Automated, custom analytics meant there was no longer a need for manual reporting. Manually managed projects could now be processed through a central point, ensuring uniformity and transparency and allowing for greater collaboration. We also leveraged PPM’s depth of analysis to help the hotel chain track and report labor costs. The new system made it easier for team members to do everything from submitting a timesheet to collaborating on projects through unique team sites.