ITIL PROCESS DESIGN

ENHANCED EFFICIENCY AND WORKFLOW

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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 major Midwest city, stakeholders sought to review and validate the several key processes using the ITIL framework as guidance. Through documenting these processes, the city would ensure all involved parties and personnel understood their roles and responsibilities, provide consistency throughout the organization, and better enable future training and on-boarding. This piece of our larger assessment engagement with the city was critical to improving the city’s Service Desk performance and outcomes for its clients.

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 RACI charts, Beyond20 created documentation for several ITIL processes. As part of the holistic approach to the larger assessment, we 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 petroleum and natural gas exploration and production company  underwent a period of organizational growth and transformations within their IT department. One result of its transformation was a new, innovative approach to data storage – and that meant they needed a new data storage process. Through a series of process design workshops, Beyond20 helped the company map the full lifecycle of this and several other asset management processes.

OUR APPROACH

Beyond20’s ITSM Advisors interviewed executives and management from IT and the business side of the company to identify their unique challenges and garner their support for the project. After identifying critical assets, we facilitated workshops with the asset owners and their teams to design and map the lifecycle process for each. Keep in step with the company’s vision of continued innovative growth, we designed processes that would evolve with them rather than constrain.

THE PROJECT

A large city in the Southwest conducted a comprehensive IT transformation that aimed at improving the utility of their ITSM solutions and service-supporting processes. The city’s IT department saw an opportunity to better serve its clients and continue to meet expectations by automating asset tracking. Before implementing a dynamic asset management system, the city looked to design the lifecycle of essential assets and 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 the underlying business solutions the city was trying to achieve with this initiative, Beyond20 began with numerous interviews of executive leadership and management throughout the IT Department. After collecting and evaluating this background information, we facilitated over ten different workshops to design and outline the to-be states of seven critical assets and three change processes—all of which would be implemented in the city’s ITSM solution.

OUR PROCESS

Baseline Assessment

Design

Document

Deliver

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