IT SERVICE CATALOG CONSULTING

DESIGN AND LAUNCH A UNIFIED CATALOG

Municipality/State Government
IT Service Catalog
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Logistics
IT Service Catalog
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Higher Education
IT Service Catalog
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THE PROJECT

A large city in the Pacific Northwest sought consultation and facilitation to revise their IT Service Catalog and provide strategic planning for effectively utilizing their Service Catalog and IT Service Management (ITSM) processes in Cherwell. The city’s primary goal was to build a refined Service Catalog that allowed better communication and management of IT services and to enhance ongoing ITSM improvement efforts across the organization. Further, the city desired IT to become a partner of the city, not just a service provider.

OUR APPROACH

Beyond20 delivered a finalized Service Catalog and strategic roadmap based on working sessions with the city’s IT team and key stakeholders. Consultants facilitated a two-day Service Catalog workshop, followed by a series of virtual coaching to develop a draft catalog that linked to lines of service and Service Level Agreements. Beyond20 also provided a two-day ITSM Strategic Planning workshop, allowing participants to come up with implementation plans for solving challenges specific to the city. Additionally, Beyond20 offered on-site and remote coaching to support ITSM implementation.

CHALLENGE

A leading less-than-truckload company offering regional, inter-regional, and national LTL services was seeking a qualified vendor to facilitate the revision of their IT Service Catalog and provide short-, medium-, and long-term planning for implementation and utilization of the Service Catalog within their ITSM Service Portal. This project was intended to support the its ongoing IT Service Management (ITSM) process and Cherwell platform improvement efforts.

SOLUTION

Beyond20 used a multi-phased approach to create and deliver a finalized Service Catalog and strategic roadmap for use by IT and internal customer groups. Consultants conducted in-person interviews, ticket analysis, and document review and analysis to complement an on-site Service Catalog workshop. Beyond20 developed a draft service catalog through coaching sessions with company stakeholders over several weeks and put together a Strategic Roadmap of short-, medium-, and long-term items for implementation and adoption of the Service Catalog.

CHALLENGE

Since its founding in 1965, this state university has been growing, with 28,000 students enrolled in 2016 and 35,000 expected in 2020. To accommodate this growth, the university sought to centralize IT services across the campus community including the creation of a Unified Service Catalog to match the needs of its expanding student body and infrastructure. 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, as well as decrease the potential for duplication of services.

SOLUTION

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.

OUR PROCESS

Workshop

Discussion

On-Going Coaching

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