CHERWELL SYSTEM ADMINISTRATION

BRIDGE THE INTERNAL RESOURCE GAP

Food & Beverage
Cherwell System Administration
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Healthcare
Cherwell System Administration
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Insurance
Cherwell System Administration
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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

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

A Fortune 100 insurance company that provides coverage for more than 50 million people around the world needed a solution to better manage its IT services. Executives found that by bringing a Beyond20 Solutions Consultant on board, they could augment existing staff and help implement projects with speed and accuracy.

OUR APPROACH

Beyond20 helped create custom workflows, specifics forms, dashboards and reporting, external system integrations, and performed general system maintenance. Beyond20 consultants have also come aboard in an advisory capacity, helping to design processes and the company’s Service Catalog.

OUR PROCESS

Agile Delivery

Scalable Support

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