A women’s clothing retailer conducted an internal review and found much of IT’s focus was on external customers. The company wanted new features and functionality that new projects provided, without fully considering the operational requirements necessary for continued support. With a strong Information Technology Service Management (ITSM) foundation, the retailer sought to improve on their commitment to ITSM over the upcoming years, and as evidence provided ITIL training for many of their personnel and proactively sought to mature their organization and processes to build upon their previous successes.
The retail company partnered with Beyond20 to assess their ITSM processes and develop an actionable roadmap with operational short-, medium-, and long-term goals and recommendations that IT could implement to effectively and efficiently manage and deliver IT services. The assessment focused on five ITSM processes that are crucial to the Service Desk: Incident Management; Request Fulfillment; Problem Management; Change Management; and Service Level Management. The resulting roadmap provided organization-specific recommendations for the next several months to a year for the designated ITIL processes.
One of the largest school district in the country required additional professional services for enhancements to their existing Cherwell Service Management System, including design and configuration of custom workflows, dashboards, integration, and advising and consulting, as part of their IT improvement initiatives. The school system required a focused assessment of their ITIL processes, including Incident Management, Problem Management, Change Management, and Request Fulfillment.
Beyond20 performed a high-level ITSM assessment of requested processes and provided an operational model for long-term implementation and management of these processes in their ITSM solution and in their IT organization. Consultants outlined issues and recommendations for each of the ITIL processes with a priority ranking and recommended resolution timeline. Beyond20 collected data to provide a holistic view into current operations within the school system, along with valuable insight into organizational culture and challenges the organization faced.
A pioneer business in cloud computing that specializes in managing complex enterprise applications, sought a partner for conducting a Process and Organizational Assessment. Primarily, the computing company wanted an assessment focusing 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 improvement success, outlined a comprehensive strategy tailored for specific process improvements needed, and identified critical business process disconnects needed to be optimized. Coupled with an assessment surveys and ticket analyses, Beyond20 consultants 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.
From process owners to stakeholders, our proprietary online surveys help determine process capability and efficiency, as well as awareness, staff capacity and process knowledge.
We review tickets from your existing ITSM tools to visibly quantify trends, issues, demand patterns, and opportunities for process and service improvements.
Survey results are validated against interviews and live observations to develop a comprehensive, 360 degree view and identify both strengths and key opportunities for improvement.
We prepare a comprehensive management report assessing your organization’s processes against ITIL and other industry best practices. This report also delivers an actionable roadmap with short-, medium- and long-term recommendations for improvements.