Beyond20: A ServiceNow Elite Partner focused on Changing Work Life
The largest branded marketer of baby and children’s clothing in the US needed to replace its legacy Cherwell ITSM solution with a modern platform that would function across the enterprise, including both corporate and retail environments. In addition, to avoid the renewal costs of the legacy platform, they had to do it within three months – half the time usually required for a project of this size.
Beyond20 worked to meet the needs of the condensed development phase, while also discovering additional opportunities for improvement and implementing enhanced capabilities to deliver early ROI. To minimize risk, Beyond20 facilitated a soft transition, allowing the company’s current staff to work on existing tickets in Cherwell, while creating new tickets in ServiceNow. This solution allowed the company to undergo a seamless transition and avoid negative business impacts, while enabling continuous improvement, process efficiencies via automation, in-depth reporting capabilities, and the ability to track audit requirements related to approvals.
The pharmaceutical company and its partner organizations were looking to conduct an assessment of existing ITIL processes to better understand organizational gaps, redundancies, and flow. They were also looking for training on ITIL concepts along with hands-on, facilitated strategic planning workshops to address identified challenges, achieve a higher level of performance and agility, and improve the overall customer experience.
Beyond20 provided a maturity assessment, along with ITIL training and strategic planning workshops across multiple teams and partners. Beyond20 also worked with the organization to create a Continual Improvement Roadmap, based on assessment findings and team discussions, to manage team progress and achievements against organizational transformation goals.
The non-profit healthcare organization was looking to provide tailored Agile training and coaching for staff, many of which were non-software teams, to improve how projects were run and how products and services were being delivered to customers. This project was initiated to support the organization’s high-level transformation goals to enhance the customer journey and experience, enable the workforce with new skills, and increase operational agility.
Beyond20 worked with leadership to create a tailored Agile training program across the organization. Beyond20 also provided coaching to help teams organize and prioritize work, create Product Backlogs, and implement Agile tools and techniques to make work visible and drive organizational agility.
The Fortune 500 hospital management company sought to overhaul its IT Service Management approach in order to better serve its customers in IT and beyond. Their holistic approach focused on enabling staff through training while bringing leadership aboard with strategic planning complete with a roadmap for service delivery improvement.
Beyond20 met with leadership at the company to determine a strategy for implementing this transformation. The engagement consisted of an ITSM Assessment to help stakeholders get a baseline of current state – this would serve as the foundation upon which the follow-on strategic planning and road-mapping would be built. Our ITSM Advisors led leadership in this two-day strategic planning workshop, which culminated in a tailored, actionable plan for achieving their transformation goals – complete with short-, medium-, and long-term initiatives. Following the strategic planning and assessment, our project management and ITIL trainers led teams in PMP and ITIL training to ensure staff would understand the underlying principles of the transformation and speak the same language as they began chipping away at the roadmap. Soon, IT teams will undergo customer service training with Beyond20 ITSM trainers to further the organization’s goals of delivering services with excellence.
The leading provider of big data analytics, cybersecurity, and identity intelligence was looking to transform how the organization delivered software to government and defense customers and reached out to Beyond20 to design a custom training and coaching program for several Scrum teams working with a variety of customers. Further, the organization was looking to find ways to increase operational agility and elevate the customer experience.
Beyond20 worked with leadership to design hands-on, custom Scrum Master and Product Owner training workshops to help teams assess and tackle existing challenges. Beyond20’s Scrum coaches then worked across several scrum teams to implement Agile methods and improve overall organizational agility on how software was developed, delivered, and integrated.
The large midwest city underwent a sweeping transformation to enhance its ability to better serve its customers and position IT as a strategic partner crucial in helping the city meet its goals. To do this, they decided to take a ground-up look at their current state, where they wanted to be, and how to get there. The solution was a holistic one, incorporating process strategy and design, then automation of those processes, and finally training staff to ensure they were equipped with the skills necessary to make the transformation a reality.
To start, Beyond20 ITSM Advisors were brought into the city to perform a comprehensive ITSM Assessment, complete with actionable roadmap. This gave the city a baseline for current state – a foundation upon which they could build. The roadmap consisted of short-, mid-, and long-term goals for the city, which they were ready to start tackling immediately. To start, the city worked with our ITSM Advisors to design streamlined processes for IT staff and a revamped service catalog. This would ensure more efficiency for staff, and easier access to services for customers. When the processes were settled, it was time to automate them. For this stage, the city worked with Beyond20 Cherwell Solutions Consultants and Architects to design and implement the Cherwell platform for the city. Now, these new processes would be accelerated and staff would be freed up to work on higher-value tasks. Of course, with any new tool or way of working, training is necessary to ensure staff is up to date and equipped with the knowledge, skills, and vocabulary necessary to keep the ship afloat. The city saw the value in this piece of the equation and brought Beyond20 trainers in for Cherwell User Admin training, ITIL Foundation training, and to perform an immersive ITSM Simulation event aimed at gaining buy-in for the new initiative from staff of every level. It was a truly comprehensive approach to this digital transformation effort that will pay dividends for years to come.
As part of its ongoing goal of providing exceptional service and support to customers, this agricultural cooperative of growers of cranberries and grapefruit sought to automate its IT Service Management processes through the implementation and configuration of Cherwell Service Management. The cooperative took a holistic approach to the project – knowing to best meet their customers’ needs, a tailored solution would need to be built.
Beyond20 Solutions Consultants and Architects worked with leadership to design a custom solution for the cooperative that included automating Incident Management, Request Fulfillment, Problem Management, and Service Asset & Configuration Management via Cherwell. Our Solutions consultants also designed and implemented a self-service portal and service catalog in Cherwell – allowing customers to access whatever services they may need at any time without having to pick up the phone and call the service desk. After the build, our Cherwell Solutions Consultants conducted custom Admin Training for teams who would be using the platform to ensure they were equipped to work in the tool with confidence. Then, with continual improvement in mind, the cooperative purchased a Beyond20 System Administration package – giving them 24/7 access to our award-winning Cherwell Solutions Consultants to build out additional phases, troubleshoot if necessary, and anything else under the sun.
The integrated healthcare provider was looking to change how IT delivered products and services to customers, integrate a variety of technology-based teams, and enable their workforce with new knowledge and skills and turned to Beyond20 to provide training across a variety of best practice areas.
Beyond20 worked with leadership to design a custom training and coaching program for technology-enabled teams on ITIL and IT Service Management, Project and Program Management, Agile and Scrum, Certified ScrumMaster, as well as Product Visioning and Roadmapping. Training and coaching not only equipped the workforce with new skills, but also increased organizational agility within and across teams.
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 districts 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.
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.