Case Study: City of Portland strengthens its Service Desk with ServiceNow and Beyond20

City of Portland strengthens its Service Desk with Beyond20 in a 24/7 operation

The City of Portland, a major U.S. municipality, faced challenges with its Service Desk despite investments in ServiceNow and staffing improvements. Inconsistent processes, poor documentation, and a lack of standardized procedures across shifts were leading to variable service quality, misalignment, and delays. The city partnered with Beyond20 to operationalize its ServiceNow platform and align its support teams with ITIL best practices.

Beyond20 developed tailored Standard Operating Procedures (SOPs) and delivered interactive training to establish clear roles, workflows, and communication standards. This provided the Service Desk team with a shared playbook and the confidence to use the ServiceNow platform more effectively. The result was a foundation for improved consistency, reduced ambiguity, and a fully operationalized system poised for continual improvement and increased first-contact resolution.

City of Portland