A trial court system sought IT professional services to implement six Infrastructure Technology Infrastructure Library (ITIL) processes, document existing service levels in the department, and to provide related ITIL training as part of their general IT improvement initiatives. They required a partner who was well-versed in Cherwell and Bomgar; and had a proven history of successful ITIL process implementations.
Beyond20 used a 3-tiered approach to execute the project, starting with a kickoff meeting to discuss the project goals and establish communication methods. Beyond20 guided the selection of Process Owners and then conducted an onsite ITIL Foundation course for the courts, as well as providing ITIL Intermediate Training Vouchers. Beyond20 conducted maturity improvement activities to document and define each process as it existed and facilitate additional activities for sustainable improvements. Beyond20 also provided follow-on coaching support to ensure the courts successfully achieved their goals.
The Technology Services Division of this municipality required consulting services to advise on Service Level Agreements for services between the Technology Services Division and various departments and divisions in the City. This was part of a larger initiative to move the City forward technologically in accordance with the City’s 3-year Strategic IT Plan. The municipality called on Beyond20’s advisors to help them design and implement achievable SLAs across the enterprise.
Beyond20’s holistic approach to determining the right SLAs for the municipality began with a Service Catalog Workshop. We worked with stakeholders to review the department’s current service catalog and discuss the ideal structure for SLAs that fit both the department and their clients’ unique business needs. Consultants collected data to construct reports that detailed the desired and recommended service levels, defined SLAs for each Department/Division, and developed an actionable Roadmap to meet agreed SLAs.
This two-day workshop includes facilitated discussion with up to 12 stakeholders to assess and organize services as needed, determine service tiers, then create a foundational SLA template that's linked to services and Operational Level Agreements (OLAs).
Our team will distribute online surveys to relevant stakeholders throughout your organization to quickly gather information around desired service levels. We'll also analyze data from your ticketing platform to identify service trends and incorporate them into the final implementation plan.
We'll conduct in-person interviews with executives from each relevant department to identify their unique business needs. We'll also conduct focus groups with client representatives to ensure each contributor's perspective is incorporated.
We'll use what we learned in the previous steps to create an organized menu of services tied to SLAs that are achievable for IT teams, while still meeting the expectations of the business. Your team will walk away with SLAs designed around those parameters, and a repeatable process for building them out further as the need arises.