A leading global specialty health, wellness, and performance retailer, had implemented Cherwell Service Management, a prominent ITSM solution, as part of their larger IT improvement initiatives. In wanting to better equip its Cherwell Administrators for their configuration and maintenance responsibilities, the retailer sought an experienced training provider to teach key IT assets an in-depth understanding of the configuration installation, align relationships and forms, and to use automated workflows within the tool to make their supporting IT processes more efficient and effective.
The health product retailer partnered with Beyond20 to provide on-site and remote administrator training for key IT administrators who would be responsible for the configuration and maintenance of Cherwell Service Management tool. Beyond20 further offered the course to be taken virtually or as a self-paced training, allowing assets to be flexible with their training and work responsibilities. The training its IT administrators received enabled them to effectively maintain Cherwell Service Management and to utilize the tool to help IT achieve its business outcomes.
An agricultural cooperative of growers of cranberries and grapefruit sought out professional services to help configure a new Service Management solution to improve their IT capabilities. The cooperative looked to configure their Incident Management, Request Fulfillment, Problem Management, Self-Service Portal, and Service Asset and Configuration Management processes as part of their IT improvement efforts to better support their business outcomes.
Using remote administration design capabilities, Beyond20 executed the design, customization and training for a new Cherwell Service Management Platform. The process entailed installation and configuration of core components and a Requirements Analysis and Solution Design workshop to define the CSM configuration. Final configuration of processes in the CSM exceeded the cooperative’s base requirements to also include a new service catalog and self-service capability in their portal. The cooperative also received training for their technicians and delivered recorded online video tutorials so that they would possess in-house capabilities to manage the portal.
One of the largest public library systems in the United States was focused on improving their ITSM capabilities by having a Cherwell Self-Service Portal designed and configured to their unique needs. Further, the library system required that the portal’s design to be developed with best practices integrated to ensure optimal functionality, supportability, and ability to maximize value to their customers.
Beyond20 tackled the design, customization, and training needs to provide the library system with the tools needed for the self-service portal in the Cherwell Service Management system through a series of workshops and customer focus groups. In addition to the portal design and configuration, Beyond20 conducted training for technicians and delivered online video tutorials so the system would have in-house capabilities to manage the portal.
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.
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.