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.
This public research university, located in South Carolina, was on a mission to enhance and innovate its IT service delivery capabilities through a multi-tiered approach that included process automation through technology implementation and tactical and strategic planning with leadership. The university’s IT department sought to become a strategic partner to the university as a whole and helping it achieve its mission to remain one of the most respected public universities in the country.
IT leadership at the university partnered with Beyond20 Solutions Consultants to customize and implement the new Cherwell platform. Our architects worked with stakeholders to design a system tailored to the university’s needs and accelerate its processes both in and outside of IT. Automation on this scale is a game-changer in terms of how teams work – so to ensure buy-in from staff of all levels, the university once again engaged us, this time for strategic planning and an immersive ITSM simulation event, designed to communicate and build enthusiasm for the new initiative. The strategic planning workshop not only allowed leadership to set actionable goals for the department, but also to understand how best to communicate these changes to staff and ensure they would be prepared to execute. Part of this execution required staff training – so the university once again brought us in, this time our Cherwell and ITSM trainers, to provide Cherwell User Admin Training and ITIL Foundation training for IT staff to ensure the value of the mission was shared, as was the vocabulary. This comprehensive approach to the initiative has set the university up for success – complete with a game plan to guide them along the way.