GET THE MOST OUT OF CHERWELL

Our extraordinary team of Cherwell Solutions Consultants & Process Designers are experienced, award-winning, and ITIL certified.

Featured Projects

Retail
Cherwell Admin Training
View Case Study
Food & Beverage
Cherwell System Administration
View Case Study
Municipality/State Government
Cherwell Portal Design
View Case Study
CHALLENGE

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.

SOLUTION

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.

CHALLENGE

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.

SOLUTION

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.

THE PROJECT

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.

OUR APPROACH

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.

How we Work

Lightning Fast Delivery

We run Agile Cherwell projects, which means faster, more accurate delivery for you.

Projects Done Right the First Time

We take the time to understand your needs - then design your perfect system.

Always Client-Focused

We work hard to exceed our clients' expectations and make teams more productive.

Your Consultative Partner

We eat, sleep, and breath ITSM - and we use that expertise to help you get the most out of Cherwell.

Ready to Discuss Your Project?

Related Resources