A global health & wellness retailer implemented Cherwell 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 and Cherwell partner to provide key IT staff with an in-depth understanding of the platform.
Beyond20 provided on-site and remote Cherwell administrator training for the IT staff who would be responsible for the configuration and maintenance of Cherwell. Beyond20 also provided training in a virtual, self-paced format, allowing students the flexibility to balance their training with work responsibilities.
An agricultural cooperative of growers of cranberries and grapefruit sought professional services to configure a new Service Management solution to improve its IT capabilities. The cooperative required configuration of their Incident Management, Request Fulfillment, Problem Management, Self-Service Portal, and Service Asset and Configuration Management processes.
Through a system administration package, 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 configuration. Final configuration of processes in Cherwell exceeded the cooperative’s base requirements to also include a new service catalog and self-service capability in their portal. The cooperative also received in-person training for their technicians along with customized online video tutorials to enhance their in-house Cherwell capability.
One of the largest public library systems in the United States sought to improve their ITSM capabilities by introducing a custom self-service portal to their Cherwell system. The library system required the portal be developed in accordance with ITSM best practices to ensure optimal functionality, supportability, and ability to maximize value to its customers.
Beyond20 held a series of workshops and focus groups with stakeholders to determine the portal’s design and ensure it would meet the unique needs of the organization while staying aligned with IT best practice. After the design was settled, Beyond20 Solutions Consultants built and implemented the portal in the library system’s Cherwell environment. We also conducted training for technicians to ensure they could successfully maintain the portal and delivered a series of custom video tutorial resources to be used as reference following the formal training sessions.