You’re cool. You make the “stuff.” You create the technologies that disrupt the marketplace. Or maybe you are a managed service provider (MSP) – the outsourced IT shop for other companies. But why aren’t your customer satisfaction scores as high as you would like them to be? 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 portfolios and help them to improve their research and development models. Let’s get to work.
Intelligent Decisions (ID) has developed and delivered highly sophisticated IT solutions to the federal government for almost three decades. But as the company’s technology solutions became more sophisticated – including Dismounted Soldier, a fully immersive virtual training system for combat – ID realized it had to modernize its internal processes to keep up. Everyday tasks created bottlenecks, and ID executives realized that ITIL training could make these processes more manageable and automated. After a small engagement, Beyond20 was brought on to assist the company with its larger digital transformation endeavors.
Beyond20 gave ID staff a demonstration of how Cherwell could automate certain processes, leading ID to create a prototype that would automate shipping and maintenance of Dismounted Soldier Training System Equipment. Beyond20 helped ID see the real-time status of training system shipments in Cherwell’s CMDB, immediately improving the shipping department’s productivity. Then Beyond20 consultants completed the rest of the system drawing on ID’s feedback. The solution went on to win the award for “Most Innovative Use of Cherwell” at the 2015 Cherwell Global Conference. After automating processes through Cherwell, ID reported more capacity to respond to and win RFPs, more visibility of organizational bottlenecks, and an improved bottom-line performance.
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.
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.
Artificial Intelligence for IT Operations is exploding with a CAGR of 34%. Technology companies must stay up-to-date with this trend and ensure they can make effective use of AI as it develops. Let's explore the different opportunities you have to incorporate new technology into your workflow.
Security-as-a-service is on the rise, with the market expected to be worth $16.5 billion by 2023. Tech companies will need to read the signs and prioritize security services as part of their toolkit where possible.
The Internet of Things is becoming harder to ignore, with 30.73 billion connected devices expected by 2020 and 75.44 billion by 2025. Technology companies will be expected to provide security and solid data management in this area as the trend continues.
Customer expectations are changing. And as a tech company, you're held to especially high IT standards. Beyond20 can help you adapt accordingly and remain relevant by shifting to a greater focus on product/user experience.
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.