The bad news: Sometimes, large Institutions of Higher Education (IHEs) struggle with shadow IT and lack of governance. Smaller institutions oftentimes struggle to support faculty, staff, and students due to limited resources.
The good news: Digital transformation is at hand in higher education. And with it comes an immense opportunity for improvement across your IHE.
Beyond20 serves as an independent voice and understands how unified IT and standardized processes can benefit IHEs.
This public research university, located in South Carolina, was on a mission to enhance and innovate its IT service delivery capabilities through a multi-tiered approach that included process automation through technology implementation and tactical and strategic planning with leadership. The university’s IT department sought to become a strategic partner to the university as a whole and helping it achieve its mission to remain one of the most respected public universities in the country.
IT leadership at the university partnered with Beyond20 Solutions Consultants to customize and implement the new Cherwell platform. Our architects worked with stakeholders to design a system tailored to the university’s needs and accelerate its processes both in and outside of IT. Automation on this scale is a game-changer in terms of how teams work – so to ensure buy-in from staff of all levels, the university once again engaged us, this time for strategic planning and an immersive ITSM simulation event, designed to communicate and build enthusiasm for the new initiative. The strategic planning workshop not only allowed leadership to set actionable goals for the department, but also to understand how best to communicate these changes to staff and ensure they would be prepared to execute. Part of this execution required staff training – so the university once again brought us in, this time our Cherwell and ITSM trainers, to provide Cherwell User Admin Training and ITIL Foundation training for IT staff to ensure the value of the mission was shared, as was the vocabulary. This comprehensive approach to the initiative has set the university up for success – complete with a game plan to guide them along the way.
Since its founding in 1965, this state university has been growing, with 28,000 students enrolled in 2016 and 35,000 expected by 2020. To match the needs of its expanding student body and infrastructure, the university sought to centralize IT services across the campus community including creating a Unified Service Catalog. The service catalog would serve as the main contact point for all students, faculty, staff, and affiliates to obtain IT services. University administration wanted a catalog that would be comprehensive, easy to use, and transparent. Eventually, the catalog would define a process for maintenance and upkeep, and decrease the potential for duplication of services.
Beyond20 consultants took a phased approach to creating and delivering a Unified Service Catalog, focusing on gathering data, collecting feedback, and providing final recommendations. First, our consultants reviewed the scope and functionality of the existing IT service catalog. After conducting coaching, interviews, and workshops with university stakeholders, Beyond20 consultants gave recommendations on the challenges they faced and proposed solutions based on ITSM best practices. We then drafted a service catalog based on the data collected and updated the draft based on stakeholder feedback. The final version of the service catalog included a roadmap of goals, guiding the university through achieving its IT Master Plan.
One of the largest school districts in the country required additional professional services for enhancements to their existing Cherwell Service Management System, including design and configuration of custom workflows, dashboards, integration, and advising and consulting, as part of their IT improvement initiatives. The school system required a focused assessment of their ITIL processes, including Incident Management, Problem Management, Change Management, and Request Fulfillment.
Beyond20 performed a high-level ITSM assessment of requested processes and provided an operational model for long-term implementation and management of these processes in their ITSM solution and in their IT organization. Consultants outlined issues and recommendations for each of the ITIL processes with a priority ranking and recommended resolution timeline. Beyond20 collected data to provide a holistic view into current operations within the school system, along with valuable insight into organizational culture and challenges the organization faced.
A major breach can truly ruin an institution's reputation and financial health. These are not minor risks. In fact, Information Security Strategy is ranked as the #1 IT issue facing institutions of higher learning today. Beyond20 can help you develop an all-encompassing InfoSec Strategy that proactively mitigates these risks and prevents threats from becoming headlines.
We’ve conducted a number of student focus groups at major universities throughout the US, and as a result, have learned some fascinating things about their priorities and preferences. A lot of work goes into creating, maintaining, and enhancing IT systems that your constituents will actually want to use. Through the application of process improvement, system reengineering, and user-centric design, we can reduce redundancies, eliminate unnecessary steps, and improve user experience at large.
Tons of personal information is used to carry out many of your institution's most important activities. Diligently managing and protecting sensitive data is absolutely critical for your reputation and legal compliance. Our experts will map out a comprehensive privacy program that ensures personally identifiable information is managed correctly.
How can IHEs take advantage of efficient, interconnected systems while also maintaining adequate governance and security? We understand the complexity and risks associated with revamping your enterprise architecture. Whatever your needs are, Beyond20 has a solution that can consolidate, fortify, and supercharge your infrastructure with the right set of digital integrations.
First, we collect information on the services you currently have. We do this in two ways: by taking a look at your current documentation and by analyzing tickets from your existing IT Service Management tools. We use this data to facilitate further discussion through a two-day, group workshop with stakeholders where we discuss and agree upon services and lines of service.
Once we have figured out your lines of service, we’ll work with you to build the service catalog, define your services/service-level agreements, and establish a strategic roadmap. We’ll help you determine which services should be customer-facing and which ones should be IT-facing, and we'll also help you choose a service catalog owner to manage it and identify service owners.
Funny thing about a service catalog: you need to publish it for it to have any value. For one, it helps your customers understand what you do. For another, it sets expectations. Plus, it enhances the value of IT in your customers’ eyes because they can finally see all the items they want to order. Let's plan your rollout together so everything runs as smoothly as possible.
Lastly, we’ll help you develop a policy that outlines elements such as how often you’ll review your catalog, when to add new services, and when a service should be removed. We can also establish your catalog as a configuration item (CI) so no changes are made without a request and approval process. We can even facilitate automation of your catalog through a self-service portal.