HIGHER EDUCATION

Enabling A+ Learning Outcomes

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.

Featured Projects

Higher Education
Strategy, Automation, Education
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Higher Education
IT Service Catalog
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Healthcare
Cherwell System Administration
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THE PROJECT

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.

OUR APPROACH

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.

THE PROJECT

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.

OUR APPROACH

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.

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.

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Administrative Simplification
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Digital Integrations

Digital Transformation for Higher Education

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