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.
Since its founding in 1965, this state university has been growing, with 28,000 students enrolled in 2016 and 35,000 expected by 2020. To match the needs of its expanding student body and infrastructure, the university sought to centralize IT services across the campus community including creating a Unified Service Catalog. The service catalog would serve as the main contact point for all students, faculty, staff, and affiliates to obtain IT services. University administration wanted a catalog that would be comprehensive, easy to use, and transparent. Eventually, the catalog would define a process for maintenance and upkeep, and decrease the potential for duplication of services.
Beyond20 consultants took a phased approach to creating and delivering a Unified Service Catalog, focusing on gathering data, collecting feedback, and providing final recommendations. First, our consultants reviewed the scope and functionality of the existing IT service catalog. After conducting coaching, interviews, and workshops with university stakeholders, Beyond20 consultants gave recommendations on the challenges they faced and proposed solutions based on ITSM best practices. We then drafted a service catalog based on the data collected and updated the draft based on stakeholder feedback. The final version of the service catalog included a roadmap of goals, guiding the university through achieving its IT Master Plan.
This state government agency required an ITIL Assessment to support their annual IT Service Management goals and ongoing Continual Service Improvement (CSI) initiatives. The desired outcomes included roadmap milestones and supporting activities which would be used to measure how processes and procedures were currently performed, increased visibility into whether good service is being delivered, and the determination of where the organization would focus its improvement efforts over the short- and long-term.
Beyond20’s ITIL assessment consisted of role- and process-based surveys that would enable the state agency to assess and measure its IT processes against the ITIL framework. Based on these surveys, Beyond20 produced data-driven recommendations and compiled the results to produce a comprehensive management report, which identified strengths and weaknesses as compared to ITIL standards. The roadmap contained short-, medium-, and long-term recommendations, and a matrix for tracking progress against process maturity goals.