OUR WORK

Manufacturing
Cherwell Portal Design
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Energy
IT Process Design
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Logistics
IT Service Catalog
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CHALLENGE

An oil company, 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 their end users. The interface would need to resemble the company’s website and provide an intuitive approach for users. They chose to go with Beyond20 to design and configure a Cherwell Service Management Self-Service Portal.

SOLUTION

Working with feedback from the oil company, Beyond20 consultants designed a Portal landing page with simple 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 matched their needs.

THE PROJECT

A global premier exploration and production company underwent a period of organizational growth and transformations within their IT department. An innovative new approach to data storage led to a new data storage solution. During this process, IT Executive Leadership saw the business value in engaging in process design sessions to better define and document the lifecycle processes so that end user services would better fit the needs of their customers. The company sought assistance from Beyond20 in designing and updating several of their service asset lifecycle processes.

OUR APPROACH

Using ITSM best practice guidance, Beyond20 engaged with the company to design and document the lifecycle processes for several IT service assets. Beyond20 interviewed IT Executive and Business Leaders to understand their needs, identify the company’s challenges, and gain their support. After identifying critical assets, Beyond20 facilitated workshops with IT Asset Owners and their teams to design and map the lifecycle process of each asset. Keeping to the company’s vision of innovative growth, Beyond20 designed processes that would continue to evolve with the IT Department and the company.

CHALLENGE

A leading less-than-truckload company offering regional, inter-regional, and national LTL services was seeking a qualified vendor 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 Service Portal. This project was intended to support the its ongoing IT Service Management (ITSM) process and Cherwell platform improvement efforts.

SOLUTION

Beyond20 used a multi-phased approach to create and deliver a finalized Service Catalog and strategic roadmap for use by IT and internal customer groups. Consultants conducted in-person interviews, ticket analysis, and document review and analysis to complement an on-site Service Catalog workshop. Beyond20 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.

Municipality/State Government
Cherwell Admin Training
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Healthcare
Cherwell System Administration
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K-12 Education
ITSM Assessment
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THE PROJECT

A state government agency underwent an initiative to configure their Cherwell Service Management tool to better suit their needs. The agency needed their Cherwell administrators to receive training to facilitate understanding of configuration installation, align relationships and forms, and use automated workflows within Cherwell to support their process implementation engagement.

OUR APPROACH

Beyond20 provided week-long, on-site, and remote administrator training for their IT administrators who worked with their Cherwell Service Management tool. Beyond20 delivered an Administration Foundation Course for administrators responsible for the configuration and maintenance of the CSM systems. This training complemented the parallel Professional Services to execute the actual implementation of ITIL processes in the agency’s CSM tool.

THE PROJECT

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. They believed an updated portal would better allow for IT to support the university’s needs. 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.

THE RESULTS

As part of a remote 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.

THE PROJECT

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.

OUR APPROACH

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.

Aerospace & Defense
Cherwell Implementation
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Municipality/State Government
ITSM Strategic Planning
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Manufacturing
Cherwell HR Case Management
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CHALLENGE

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, Stephen Dempsey, Senior Director, Professional Services PMO at ID, quickly realized Beyond20 was the partner ID needed to support the organization’s goals.

SOLUTION

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.

THE PROJECT

A large city in the Pacific Northwest wanted 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 and organizational roadmap.

OUR APPROACH

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 and design short-, medium-, and long-term organizational goals of IT to better support the city.

CHALLENGE

Hunter Industries knew visibility was essential when it comes to delivering their critical business outcomes, and they discovered efficiency is 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.

SOLUTION

Hunter Industries 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. “Our service desk has minimized SLA breaches and maintained an 80% rate for first-call resolution of incidents and requests,” Monteforte says. “Now, instead of it being like the Wild West, where people are making changes on the fly, there is much more discipline. … Overall, I’d say our approach is 100% better thanks to Beyond20.”

Federal Government
Project Management Office Assessment
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Managed Service Provider
Cherwell Implementation
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Federal Government
Service Management Office Design
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CHALLENGE

This cabinet-level federal agency sought a capable 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.

SOLUTION

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. Beyond20 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.

CHALLENGE
SOLUTION
CHALLENGE

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.

SOLUTION

After conducting a full assessment and evaluation of future process improvement activities, Beyond20 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 create optimization the customer experience, support business outcomes, benchmark services and maximize efficiencies, and continuously improve processes at the agency.

Municipality/State Government
SLA Assessment & Design
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Financial Services
Cherwell Asset Management
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Food & Beverage
Microsoft Project Server Implementation
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CHALLENGE

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 the City’s 3-year Strategic IT Plan. The municipality called on Beyond20’s advisors to help them design and implement achievable SLAs across the enterprise.

SOLUTION

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.

CHALLENGE

A regional bank faced regulatory and audit requirements when it came to their IT Assets. The organization desired to maintain a unified Configuration Management Database so that IT could better serve its business customers. First Hawaiian Bank also realized an opportunity to revamp their asset management and logically link their assets to one another, as well as to critical ITSM processes, such as Incident and Change Management.

SOLUTION

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.

CHALLENGE

The diverse nature of a brewing company’s endeavors and the rapidness of its expansion required countless projects to run simultaneously. Completing each of these projects successfully and on time require flawless communication between individuals, teams, and facilities. The company has experienced tremendous growth and required an enterprise Project Management solution to address the ever-increasing complexity of projects and need to meet aggressive deadlines. The brewery needed a solution that would unify communication channels between all sectors of the business, provide powerful, customizable reporting, and allow unprecedented cross-project collaboration.

SOLUTION

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.

Logistics
Cherwell Facilities Management
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Information Technology
Scrum Kickstart Program
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Hospitality
Microsoft Project Server Implementation
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THE PROJECT

A global leader in vehicle fleet management sought out 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. These improvements would support the business outcome of allowing their customers to easily submit and track HR and Facilities requests.

OUR APPROACH

Beyond20 performed design, customization, and training for the company’s new Cherwell Service Management platform. Beyond20 facilitated an interactive Requirements Analysis and Solution Design Workshop to define data capture requirements to support processes for this phase and review out-of-the-box functionality and implementation best practices. Additionally, the workshop helped outline configuration requirements and implementation of HR and Facilities Management modules, which in turn set up the ability to submit tickets and receive status updates through the portal and configuration of the portal for use of the Facilities Work Order merger application.

CHALLENGE

A leading provider of big data analytics, cyber security, and identity intelligence sought onsite 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 that their employees had industry-recognized credentials.

SOLUTION

Beyond20 provide 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 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 PROJECT

We worked with the world’s largest 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.

THE RESULTS

We worked with the world’s largest 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.

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