Case Study: Ocean Spray improves IT service management with Beyond20’s Cherwell Service Management implementation

Ocean Spray - Customer Case Study

Ocean Spray, an agricultural cooperative of cranberry and grapefruit growers, required professional services to configure a new IT service management solution to improve their capabilities. Their challenge was to implement and enhance their Incident, Request Fulfillment, Problem Management, Self-Service Portal, and Service Asset and Configuration Management processes. To meet this need, they engaged vendor Beyond20 to work with the Cherwell Service Management platform.

Beyond20 executed the design, customization, and training for the new Cherwell platform, which included a Requirements Analysis and Solution Design workshop. The final configuration exceeded Ocean Spray's base requirements by delivering a new service catalog and self-service portal capability. Beyond20 also provided in-person technician training and customized online video tutorials to ensure the cooperative could effectively manage the new system and enhance its in-house expertise.

Ocean Spray