ITSM ASSESSMENT

CUSTOMIZED, FACT-BASED, AND ROI-DRIVEN

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Retail
ITSM Assessment
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K-12 Education
ITSM Assessment
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Managed Service Provider
ITSM Assessment
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THE PROJECT

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.

OUR APPROACH

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.

THE PROJECT

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.

OUR APPROACH

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.

THE PROJECT

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.

OUR APPROACH

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.

OUR APPROACH

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