The IT director of a well-known law firm shared with us that a partner’s fax machine breaks every few weeks. You read that right: fax machine. One could argue that the legal industry has not been the quickest to embrace new technology, which is not too surprising considering that law is a people-based practice. Even so, the profession could benefit from new opportunities in document management, e-discovery, and a multitude of cybersecurity solutions. Beyond20 can help you to choose the right tools and improve your IT processes.
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.
This cabinet-level federal agency sought a partner to help them achieve process maturity goals within their Project Management Office. The agency sought an assessment, based on PMI’s PMBOK, OMB, and GAO best practice, accompanied by indicators, as a means to track progress against organizational goals. The outcomes of the assessment included setting a baseline of current conditions within the Department’s core projects so an IT budgeting and tracking system could determine accurate measurement and appraisal of current practices; a process roadmap and matrix tracking tool with actionable items; ability to apply Project Management best practice concepts to projects; and mitigation of project risk as the size and complexity of the organization grew.
Beyond20 conducted a baseline project management assessment for key project team members. The project began with a half-day strategic planning discussion to define requirements and Critical Success Factors for the project. Our PM Consultants conducted in-person interviews, distributed a capability assessment survey, then provided a full review, discussion, and executive presentation of all findings. Beyond20 provided a Process Maturity Assessment Report to summarize overall findings and measurable results of existing processes, common themes, and process maturity recommendations. A PMO Roadmap was also delivered, which contained near- and long-term recommendations for the project team along with a matrix for tracking of progress against process maturity goals.
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.
