CHERWELL SYSTEM ADMINISTRATION

BRIDGE THE INTERNAL RESOURCE GAP

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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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THE PROJECT

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.

OUR APPROACH

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.

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. Specifically, 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.

OUR APPROACH

As part of a system 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 ITSM 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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