As part of its ongoing goal of providing exceptional service and support to customers, this agricultural cooperative of growers of cranberries and grapefruit sought to automate its IT Service Management processes through the implementation and configuration of Cherwell Service Management. The cooperative took a holistic approach to the project – knowing to best meet their customers’ needs, a tailored solution would need to be built.
Beyond20 Solutions Consultants and Architects worked with leadership to design a custom solution for the cooperative that included automating Incident Management, Request Fulfillment, Problem Management, and Service Asset & Configuration Management via Cherwell. Our Solutions consultants also designed and implemented a self-service portal and service catalog in Cherwell – allowing customers to access whatever services they may need at any time without having to pick up the phone and call the service desk. After the build, our Cherwell Solutions Consultants conducted custom Admin Training for teams who would be using the platform to ensure they were equipped to work in the tool with confidence. Then, with continual improvement in mind, the cooperative purchased a Beyond20 System Administration package – giving them 24/7 access to our award-winning Cherwell Solutions Consultants to build out additional phases, troubleshoot if necessary, and anything else under the sun.
This university-based health care system underwent a series of engagements to improve their Cherwell self-service portal. Administrators wanted to redesign their portal to ensure it was built according to best practices, which required a level of expertise from an outside partner. Specifically, they hoped to better utilize their Change Management Database and Report Writer functionality in Cherwell to access additional data, including Service Level Agreements and other metrics.
As part of a system administration service package, a dedicated Beyond20 Solutions Consultant successfully redesigned and rebuilt the self-service portal and implemented it in their Cherwell environment. We also conducted a review of their CMDB implementation to identify pain points, compiled recommendations for performance-improving enhancements to the system, and provided a training session on CMDB concepts and utilization. Beyond20 then conducted a two-part training session to critical reporting personnel to demonstrate base capabilities and provide detailed instructions for creating reports from start to finish.
A Fortune 100 insurance company that provides coverage for more than 50 million people around the world needed a solution to better manage its IT services. Executives found that by bringing a Beyond20 Solutions Consultant on board, they could augment existing staff and help implement projects with speed and accuracy.
Beyond20 helped create custom workflows, specifics forms, dashboards and reporting, external system integrations, and performed general system maintenance. Beyond20 ITSM consultants have also come aboard in an advisory capacity, helping to design processes and the company’s Service Catalog.
