Case Study: a global retailer advances ITSM maturity with Beyond20's ITIL Maturity Assessment

Global Retailer analyzes 147,000 incidents with Beyond20 to accelerate ITSM maturity

The customer, a global retailer with a distributed IT workforce, faced challenges with inconsistent and underutilized IT processes. Their ServiceNow platform was not optimized, leading to poor data hygiene, a lack of automation, and no clear maturity baseline, which created inefficiencies and frustration. Beyond20 was engaged to conduct an ITIL Maturity Assessment.

Beyond20 performed a comprehensive assessment by analyzing over 147,000 incidents and interviewing stakeholders. The solution delivered a data-driven baseline of ITSM maturity and a prioritized roadmap for improvement. The results included optimized workflows, a strategy to maximize ServiceNow and accelerate AI adoption, better data hygiene, and a clear path forward for CMDB maturity, providing the client with confidence and direction.