ITIL PROCESS DESIGN

ENHANCED EFFICIENCY AND WORKFLOW

Municipality/State Government
IT Process Design
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Energy
IT Process Design
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Municipality/State Government
IT Process Design
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THE PROJECT

As part of a larger assessment for a large Midwest city, stakeholders sought to review and validate the several key processes, using the ITIL framework as guidance. Well-documented processes ensure that all involved parties and personnel understand their roles and responsibilities, provide consistency throughout the organization, and better enable future training and on-boarding. As part of a larger organizational assessment, this part of the engagement was crucial for improving the maturity of the city’s Service Desk and improving the outcomes for its customers.

OUR APPROACH

Beyond20 worked with the city’s stakeholders to map out key processes and make recommendations based on the ITIL framework. While conducting facilitated workshops to design and validate process workflows and corresponding Responsible, Accountable, Consulted, and Informed (RACI) charts, Beyond20 created documentation for several ITIL processes. As part of the holistic approach to the larger assessment, Beyond20 conducted review sessions with appropriate stakeholders to review the process workflows, gain organizational acceptance, and establish a “big picture” understanding of not only how processes are inter-related, but also how they relate across the organization as an enterprise.

THE PROJECT

A global premier exploration and production company underwent a period of organizational growth and transformations within their IT department. An innovative new approach to data storage led to a new data storage solution. During this process, IT Executive Leadership saw the business value in engaging in process design sessions to better define and document the lifecycle processes so that end user services would better fit the needs of their customers. The company sought assistance from Beyond20 in designing and updating several of their service asset lifecycle processes.

OUR APPROACH

Using ITSM best practice guidance, Beyond20 engaged with the company to design and document the lifecycle processes for several IT service assets. Beyond20 interviewed IT Executive and Business Leaders to understand their needs, identify the company’s challenges, and gain their support. After identifying critical assets, Beyond20 facilitated workshops with IT Asset Owners and their teams to design and map the lifecycle process of each asset. Keeping to the company’s vision of innovative growth, Beyond20 designed processes that would continue to evolve with the IT Department and the company.

THE PROJECT

A large city in the Southwest is conducting a comprehensive IT transformation that aims to improve the utility of their ITSM solutions and service-supporting processes. The city’s IT department saw an opportunity to better serve their customers and continue to meet expectations by automating the tracking of the city’s assets. Before implementing a dynamic Asset Management system, the city looked to design the lifecycle of essential assets and the several crucial change processes. With a previously defined relationship, the city brought in experts from Beyond20 to help design and document relevant processes.

OUR APPROACH

In order to better understand the expectations of the city’s stakeholders and to understand the underlying business solutions the city is trying to achieve with this initiative, Beyond20 began with numerous interviews of Executive Leadership and Management throughout the IT Department. After gaining crucial background process information from these interviews with Team Managers, Beyond20 facilitated over 10 different workshops to design and outline the to-be states of 7 critical assets and 3 change processes—all which would be implemented in the city’s ITSM solution.

OUR PROCESS

Baseline Assessment

Design

Document

Deliver

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