Case Study: Brooklyn Public Library improves IT self-service with Beyond20's Cherwell Portal Design

Brooklyn Public Library - Customer Case Study

Brooklyn Public Library, one of the largest public library systems in the United States, sought to improve its IT service management capabilities. Their challenge was to create a custom self-service portal for their Cherwell system that adhered to ITSM best practices to maximize value for its customers. They engaged Beyond20 to undertake this project.

Beyond20 designed the portal by holding workshops and focus groups with stakeholders to meet the library's unique needs. Their consultants then built and implemented the portal into the Cherwell environment. To ensure long-term success, Beyond20 also conducted technician training and provided custom video tutorials for ongoing reference, enabling the library to successfully maintain and support the new system.

Brooklyn Public Library