The Food and Beverage industry has weathered a number of challenges from food fraud and lack of traceability to production, distribution, and inventory management issues. Then there’s the threat and opportunity posed by a shift towards e-commerce.
Beyond20 has worked with industry leaders to improve operational efficiencies through automation and integrating systems across the supply chain.
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 California-based brewing company’s rapid growth required them to run an ever-increasing number of complex projects simultaneously. Completing each of them successfully and on time would require flawless communication between individuals, teams, and facilities – it was time for an enterprise Project Management solution. The brewery needed a platform that would unify communication channels between all sectors of the business, provide powerful, customizable reporting, and allow unprecedented cross-project collaboration.
To address these needs, Beyond20 worked with the brewing company to implement Microsoft’s Project and Portfolio Management solution. Consultants set up Project Sites for the brewery, allowing for greater collaboration between teams and consistent management of data. New resource data and reporting tools allowed teams to see the status of multiple programs at once and plan for future projects accordingly. Beyond20’s PPM solution for the brewery effectively changed the way the company worked. Open communication, a common language, and unprecedented insight into project status allowed a world-class brewing organization to grow in a way that aligned with their culture.
The OCIO of this federal agency planned to integrate multiple ITSM processes to better respond to incidents, manage assets, and streamline IT client communications through a single point of contact, in alignment with the ITIL framework. To start, they commissioned an ITIL Process assessment across 13 OCIO organizations to evaluate the overall maturity of their ITIL processes against the established industry framework. The ITIL assessment observed service desk functions, processes, and practices then reported the gaps and findings. The OCIO determined the design and launch of a Service Management Office would be the best way to correct these findings and improve overall service delivery.
After conducting a full assessment and evaluation of future process improvement activities, we identified strengths and best practices to apply toward the development of a Concept of Operations and Roadmap for the future state of this federal agency’s OCIO IT service management. Beyond20 introduced the ESC concept of operations and proposed actionable recommendations to mature the OCIO’s ITSM capabilities. The recommended goals and objectives for ESC assessment activities aligned Incident Management, Request Fulfillment, Problem Management, and Knowledge Management with ITIL best practices. The purpose was to optimize the customer experience, support business outcomes, benchmark services and maximize efficiencies, and continuously improve processes at the agency.
