Beyond20: A ServiceNow Elite Partner
Beyond20 assists state and local governments in their mission to make the world safer, healthier, and more efficient through information technology, engineering, and science by providing the following services.
Enterprise-wide service portfolio, program, and project management
Assessment and analysis of IT capabilities
IT infrastructure modernization and cloud computing
Cybersecurity and operational readiness
Configuration, Release, and Change Management
Software Asset, Inventory, and License Management
Technical writing and Knowledge Management
Agile, Scrum, & Lean auditing, training, and consulting
Strategic planning and Roadmap creation
AWS, ServiceNow, and Microsoft SharePoint expertise
ITIL and IT Service Management (ITSM) training
Cherwell Service Management licenses & implementation
Offices in Washington, DC, Arizona, and California
10,000+ students trained in 24 countries, 40 US states and over 100 federal agencies in Agile, Scrum, ITIL, Cybersecurity, Lean, etc.
Three official ITIL 4 authors on staff
18 ITIL Experts on staff
Virtual training facilitated through our FedRamp secure, DoD-approved training platform
100+ software asset, inventory management, and enterprise software asset management lifecycle systems designed and implemented
100+ IT Service Management configuration, release, and change management projects completed and processes implemented
50+ assessments, strategic planning workshops, and roadmaps created
The large midwest city underwent a sweeping transformation to enhance its ability to better serve its customers and position IT as a strategic partner crucial in helping the city meet its goals. To do this, they decided to take a ground-up look at their current state, where they wanted to be, and how to get there. The solution was a holistic one, incorporating process strategy and design, then automation of those processes, and finally training staff to ensure they were equipped with the skills necessary to make the transformation a reality.
To start, Beyond20 ITSM Advisors were brought into the city to perform a comprehensive ITSM Assessment, complete with actionable roadmap. This gave the city a baseline for current state – a foundation upon which they could build. The roadmap consisted of short-, mid-, and long-term goals for the city, which they were ready to start tackling immediately. To start, the city worked with our ITSM Advisors to design streamlined processes for IT staff and a revamped service catalog. This would ensure more efficiency for staff, and easier access to services for customers. When the processes were settled, it was time to automate them. For this stage, the city worked with Beyond20 Cherwell Solutions Consultants and Architects to design and implement the Cherwell platform for the city. Now, these new processes would be accelerated and staff would be freed up to work on higher-value tasks. Of course, with any new tool or way of working, training is necessary to ensure staff is up to date and equipped with the knowledge, skills, and vocabulary necessary to keep the ship afloat. The city saw the value in this piece of the equation and brought Beyond20 trainers in for Cherwell User Admin training, ITIL Foundation training, and to perform an immersive ITSM Simulation event aimed at gaining buy-in for the new initiative from staff of every level. It was a truly comprehensive approach to this digital transformation effort that will pay dividends for years to come.
A large city in the Pacific Northwest endeavored to implement IT Service Management improvements across their entire IT department. Through efforts to improve organizational communication, better manage IT services to align with business goals, and enhance all ITSM efforts across IT, the city realized an opportunity to review their ITSM Strategic plan and develop an organizational roadmap.
Beyond20 engaged the city’s IT department in an ITSM Strategic Planning Workshop, including a one-day interactive Polestar® ITSM Simulation and a one-day strategic planning session. This was a high-impact, energetic way to accelerate understanding of IT Service Management best practices throughout the organization. The follow-on strategic planning session then had participants use their new shared knowledge to design short-, medium-, and long-term organizational goals.
Upon reconfiguring its Cherwell system to better fit its unique needs, this state government agency required formal training for their Cherwell administrators to ensure they could continue to maintain the system in accordance with best practice. Specifically, the agency sought Cherwell admin training around configuration, installation, aligning relationships and forms, and using automated workflows to support process improvement.
Beyond20 provided week-long Cherwell admin training, delivered both on-site and remotely, equipping the agency’s team with the skills they’d need to manage Cherwell with ease. The Foundation-level class covered both the nuts and bolts of the Cherwell system, along with custom modules designed to fit the agency’s specific needs and challenges.