Beyond20: A ServiceNow Elite Partner
Retailers spend a tremendous amount of resources focusing on the 4 Ps: Product, Placement, Promotion, and Price. In doing so, back-end IT services that support the business are oftentimes neglected. Many of the largest retail brands have not updated their service management processes and IT systems since the 1980s or 1990s.
Beyond20 works with some of the largest and most recognized retailers in the world. We can help you to make IT more business-friendly and streamlined so that you can get back to focusing on the 4 Ps.
A global health & wellness retailer implemented Cherwell as part of their larger IT improvement initiatives. In wanting to better equip its Cherwell Administrators for their configuration and maintenance responsibilities, the retailer sought an experienced training provider and Cherwell partner to provide key IT staff with an in-depth understanding of the platform.
Beyond20 provided on-site and remote Cherwell administrator training for the IT staff who would be responsible for the configuration and maintenance of Cherwell. Beyond20 also provided training in a virtual, self-paced format, allowing students the flexibility to balance their training with work responsibilities.
After conducting an internal review, this women’s clothing retailer sought a partner to assist them in improving its commitment to ITSM best practice. They first embarked on formal ITIL training for key staff, then brought on Beyond20 to perform a formal assessment, provide a roadmap to help them mature the organization, and build processes to help them build upon previous successes.
Beyond20 to assessed the retailer’s ITSM processes and developed an actionable roadmap with operational short-, medium-, and long-term goals. The assessment focused on five ITIL processes crucial to improved service desk performance: Incident Management; Request Fulfillment; Problem Management; Change Management; and Service Level Management. The resulting assessment report and roadmap included organization-specific recommendations for the next several months to a year for these ITIL processes.
Hunter Industries knew visibility was essential when it came to delivering critical business outcomes – and that efficiency was equally important in handling incident requests. Without a structured HR Management System in place, the San Marcos-based company was experiencing challenges in tracking and finding objects, as well defining critical workflows and ITSM security protocols.
Hunter partnered with Beyond20 to help enhance their existing Cherwell Service Management system. By adding HR Case capabilities in the form of new major objects, supporting objects, lookup objects, portal pages, workflows and security, Hunter’s service desk saw immediate results. The service desk minimized SLA breaches and maintained an 80% rate for first-call resolution of incidents and requests.
A major breach can truly ruin your brand reputation and financial health. These are not minor risks. Beyond20 can help you develop an all-encompassing InfoSec Strategy that proactively mitigates these risks and prevents threats from becoming headlines.
A vital challenge in retail is the demand for enhanced inventory management technology in product processing, manufacturing, and packaging products. There are many cloud-based, integrated digital solutions that can help retail brands strengthen these areas. Beyond20 can assess your current infrastructure and make recommendations around improvement opportunities.
Where are you now? Are you satisfied with your current process design? Beyond20 can provide detailed documentation for each of your ITIL processes, including policies, roles and responsibilities, and visual workflows, painting a picture of your team’s vision.
Big data is still getting bigger. How will you utilize the power of this intelligence to target consumers and support your customers? 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.
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.