So you’re a managed service provider (MSP) – the outsourced IT shop for other companies. Are your customer satisfaction scores as high as you would like them to be? Are you confident that your service offerings can compete with emerging technologies and new ways of working? Beyond20 has extensive experience working with tech firms and MSPs. We’ve trained hundreds of IT workers in ITIL and project management. We assess technology companies’ product and services catalogues and help them to improve their processes and development models. Let’s get to work.
OneNeck is an expert provider of hybrid IT solutions tailored for mid-market and enterprise companies. Through a single point of accountability, OneNeck offers end-to-end, enterprise-class IT solutions, including cloud and hosting solutions, managed services, enterprise application management, professional services, IT hardware and top tier data centers. The firm sought to consolidate their ITSM platform across numerous locations and determined Cherwell and Beyond20 were the right fit.
Beyond20 Consultants designed and implemented an initial solution that included Incident Management and quickly added the Change, Problem, and Configuration Management modules. Within two months, OneNeck had migrated 99.9% of its customers to Cherwell.
A cloud computing business specializing in managing complex enterprise applications sought a partner for conducting a process and organizational assessment. Primarily, the computing company wanted an assessment focused on on-boarding, delivery, service desk processes, and organizational structure evaluation. The assessment was intended to provide an overall understanding of current state of organizational processes and provide benchmarking data against similar cloud-based companies, define current and future organizational roles, and scope improvement foci and efforts to increase productivity. Additionally, the company wanted a roadmap that would outline company growth over several years and help maintain an increased focus on customer experience and service delivery.
Beyond20 produced an actionable ITSM roadmap for continual service improvement and organizational process improvement. This plan provided the company a baseline measurement for future improvements, outlined a comprehensive strategy tailored to specific process improvements needed, and identified critical business process disconnects that needed to be optimized. Coupled with assessment surveys and ticket analyses, we evaluated trends and potential areas for improvement, which were outlined in a Final Recommendations and Assessment Report. This roadmap contained short-, medium-, and long-term recommendations along with a matrix that allowed the computing company to track their progress against organizational process maturity goals.
The leading provider of big data analytics, cybersecurity, and identity intelligence was looking to transform how the organization delivered software to government and defense customers and reached out to Beyond20 to design a custom training and coaching program for several Scrum teams working with a variety of customers. Further, the organization was looking to find ways to increase operational agility and elevate the customer experience.
Beyond20 worked with leadership to design hands-on, custom Scrum Master and Product Owner training workshops to help teams assess and tackle existing challenges. Beyond20’s Scrum coaches then worked across several scrum teams to implement Agile methods and improve overall organizational agility on how software was developed, delivered, and integrated.
Security-as-a-service is on the rise, with the market expected to be worth $16.5 billion by 2023. MSPs will need to read the signs and prioritize security services as part of their toolkit where possible. Customers are turning to MSPs to provide managed network security measures and train their employees on how to identify potential security threats. Is your security function up to par?
According to one Gartner VP, “More leading-edge IT capabilities will be available only in the cloud, forcing reluctant organizations closer to cloud adoption.” Many MSPs have struggled to quickly adapt in order to offer and manage different cloud-based solutions. Let's explore the different opportunities you have to incorporate the cloud into your service offerings.
How can MSPs deliver complex services, "cloud-first" offerings, and much-needed cyber security coverage, all while keeping price points competitive in the increasingly saturated MSP market? Beyond20 can help you innovate, automate, and communicate your services in a way that reduces your operational costs and demonstrates the value you bring to clients.
Customer expectations are changing. And as an MSP, you're held to especially high IT standards. Not to mention, customers today are far more educated about technology than ever before; and new MSPs pop up all the time. Your ability to retain clients is dependent on user experience and a clear value-add. Beyond20 can help you adapt accordingly and remain relevant by shifting to a greater focus on continual service improvement and ITSM optimization.
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.