Case Study: a global aviation technology provider prioritizes ITSM improvements with Beyond20's ITIL maturity assessment

ITIL Maturity Assessment | Global Aviation Technology Provider

The client, a global aviation technology provider, faced challenges in standardizing its ITIL processes following a major security incident. Leadership sought an independent assessment to understand maturity gaps, improve data quality in ServiceNow, and address issues with its CMDB and process ownership that were affecting service delivery. They engaged Beyond20 to conduct a comprehensive ITIL Maturity Assessment.

Beyond20 performed the assessment by reviewing documents, analyzing nearly 190,000 ServiceNow records, and conducting stakeholder interviews. The engagement provided the client with a validated view of their ITSM maturity and a prioritized roadmap for improvement. Key results included the immediate elevation of Configuration Management as a priority, the appointment of a new practice owner, and the initiation of ServiceNow reconfiguration to improve data quality and automation.