Beyond20: A ServiceNow Elite Partner focused on Changing Work Life
Nonprofits are asked to do more with less. On top of that, nonprofits are accountable to a wide array of stakeholders, including the board, staff, the government, and the community.
Beyond20’s consulting services can help you elicit pain points, broker conflicting stakeholder demands, and prioritize IT needs through focused discovery.
The non-profit healthcare organization was looking to provide tailored Agile training and coaching for staff, many of which were non-software teams, to improve how projects were run and how products and services were being delivered to customers. This project was initiated to support the organization’s high-level transformation goals to enhance the customer journey and experience, enable the workforce with new skills, and increase operational agility.
Beyond20 worked with leadership to create a tailored Agile training program across the organization. Beyond20 also provided coaching to help teams organize and prioritize work, create Product Backlogs, and implement Agile tools and techniques to make work visible and drive organizational agility.
One of the largest public library systems in the United States sought to improve their ITSM capabilities by introducing a custom self-service portal to their Cherwell system. The library system required the portal be developed in accordance with ITSM best practices to ensure optimal functionality, supportability, and ability to maximize value to its customers.
Beyond20 held a series of workshops and focus groups with stakeholders to determine the portal’s design and ensure it would meet the unique needs of the organization while staying aligned with IT best practice. After the design was settled, Beyond20 Solutions Consultants built and implemented the portal in the library system’s Cherwell environment. We also conducted training for technicians to ensure they could successfully maintain the portal and delivered a series of custom video tutorial resources to be used as reference following the formal training sessions.
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.
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.
Donor data is key for nonprofits. A majority of nonprofit organizations are not using donor data effectively for their fundraising, marketing, or otherwise. The investment you make in data will enable more fluidity, precision, and confidence based on the information you've collected and analyzed. We'll be happy to work with you to establish effective data management systems.
Many nonprofits use sensitive personal information that is protected by law. When there is a breach that confidentiality, a risk is posed to the individuals whose data was spilled, and to the nonprofit that may be liable for the breach. Every nonprofit organization should - at a minimum - assess the risks of their data security protocol, and protect its data from unauthorized use. Beyond20 can help you develop an all-encompassing InfoSec Strategy that proactively mitigates these risks and prevents threats from becoming headlines.
One of the most common challenges for nonprofit organizations is a shortage of funding. It can be very frustrating to lack the capital needed to deliver your services. We understand the costs associated with these important projects, so we'll dig into the numbers and ensure that your technology is cost-effective - realizing the highest ROI over a short time horizon.
Staying modern is about more than just purchasing the latest hardware or blindly following IT trends. It’s about assessing your own practices and understanding how modernization fits into your organization's needs. Beyond20 can give you actionable advice and improvement opportunities within and across teams. Establish measurable targets and milestones across short-, medium-, and long-term timelines.
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.