Case Study: a city modernizes IT service delivery with ServiceNow and Beyond20

the city modernizes with Beyond20 in 14 weeks and migrates 78,000 records to ServiceNow

The city, a fast-growing municipality serving over 250,000 residents, faced a critical challenge when its Cherwell ITSM platform approached end-of-life with costly renewal fees. Their existing system no longer met the needs of their growing workforce, and they needed a modern platform that could scale to support service delivery across multiple departments. They partnered with Beyond20 to implement ServiceNow ITSM.

Beyond20 implemented ServiceNow ITSM in just 14 weeks, a record for the city. The solution included incident management, a knowledge base, a service catalog, an employee portal, and asset tracking. Beyond20 migrated over 78,000 records from Cherwell, resulting in a smooth go-live that streamlined operations and provided reliable data for leadership. The new foundation has enabled the city to explore future expansion and AI use cases.