Case Study: USDA improves IT service management with Beyond20

USDA - Customer Case Study

The OCIO of the USDA, a federal government agency, faced a challenge in integrating its IT service management processes. They planned to better manage incidents, assets, and client communications by aligning with the ITIL framework. An initial assessment revealed maturity gaps, so they commissioned Beyond20 to help design a Service Management Office to improve overall service delivery.

To address this, Beyond20 conducted a full assessment and developed a Concept of Operations and Roadmap for the agency's future ITSM state. They introduced the ESC concept of operations and provided actionable recommendations to mature capabilities in Incident Management, Request Fulfillment, Problem Management, and Knowledge Management. The solution aimed to optimize the customer experience, support business outcomes, and drive continuous process improvement.

USDA