Case Study: Baltimore County Public Schools improves ITSM processes with Beyond20

Baltimore County Public Schools - Customer Case Study

Baltimore County Public Schools, one of the nation's largest school districts, required professional services to enhance their Cherwell Service Management System. Their challenge involved designing custom workflows and dashboards, enabling integrations, and obtaining strategic consulting as part of a broader IT improvement initiative. They specifically needed a focused assessment of their key ITIL processes, including Incident, Problem, Change Management, and Request Fulfillment.

Beyond20 performed a high-level ITSM assessment to provide an operational model for long-term process management. Their approach included outlining issues and recommendations with priority rankings and a resolution timeline. By collecting data to gain a holistic view of operations and organizational culture, Beyond20 delivered valuable insights into the challenges faced and a clear path forward for implementation.

Baltimore County Public Schools