URS Corporation chose Cherwell Service Management to consolidate 10 disparate service desks across the globe into one, which currently supports more than 70,000 employees worldwide. This session
will provide an overview of URS’s global service desk consolidation program, the first of its kind at URS to bind together all of their global network of offices located in nearly 50 countries with multiple languages.
Automating Business Processes for Trigo Group with Cherwell Service Management
Case Study: URS and Global Service Desk Consolidation
1. Case Study: URS and Global
Service Desk Consolidation
Bryant Larsen, URS
Dan Morgan, BEYOND20
2. About URS
• Fully integrated engineering, construction, and
technical services organization
• Focused on five key market sectors: Federal, Oil and
Gas, Infrastructure, Power, and Industrial
• More than 50,000 employees in nearly 50 countries
3. About BEYOND20
• IT Service Management focused consulting and
training company
• 25% of Fortune 500 companies and 13 of the 15
Cabinet Level federal agencies work with
BEYOND20 to support their ITSM initiatives
• Customers span 28 countries on five continents
4. The Challenge
• IT support systems ranged from Numara, TrackIT,
FootPrints, Lotus Notes email databases, Word, and
Excel documents to sticky notes
• As a result, URS had no centralized management of
ongoing issues, no ability to leverage resources, no
consistent process in the handling of issues, and no
overall reporting for IT support
• The goal: Identify, design and implement a common
ITSM platform across the IE Americas IT and expand
worldwide
7. Key Project Accomplishments
• Implemented Cherwell across IE Americas to bring
together multiple solutions into a common
centralized platform.
• Consolidated multiple email addresses and phone
numbers into single email and phone number
contact points
• Deployed Cherwell Globally to IE operations in Asia
Pacific and the UK to bring IT support operations
onto a common platform
8. Key Accomplishments (continued)
• Established a consistent process for requesting
Hardware and Software resulting in a more efficient
procurement process
• Deployed Cherwell across multiple divisions within
URS to continue to improve efficiency
• The Corporate IT group along with the Federal
Services group were brought online with Cherwell
• This project has significantly improved efficiency in
ticket handling by allowing groups to request
assistance within a single platform
11. How Is Cherwell Handling The Load?
• Ticket counts are increasing due to additional
groups being brought on
• Time to restore is remaining consistent in spite
of the increased load on the service desk and
has even dropped recently
14. Where Is My Data?
• Previous tool did not allow us to display data in
a meaningful way
• Managers were prevented from making good
business decisions
• Very little visibility into what was happening on
the service desk
15. Display the Data in a Meaningful Way
• Cherwell Service Management finally allowed
us to make sense of our data
• Managers get an accurate view of what their
teams are doing and how the desk is doing
overall
• Each group has their own dashboard tailored to
their needs
25. Customer Survey Results
How Can we improve or sustain return rates?
• Send an automated thank you email so the
customer knows you have received their
response
• Share with them your plans on how you will
use their valuable feedback
• Continue to deliver great service so they
return positive results
26. Current State of Cherwell
• Initial phased rollout to the IE Americas IT is
complete and operational
• Additional groups including Corporate IT, Federal
Services, IE Asia Pacific, and IE UK have adopted
and transitioned to the Cherwell platform
• These additional rollouts have included a portal,
and integration with Federated Identity
Management (FIM)
27. Future Plans For Cherwell
• Multiple survey types to target specific groups
• Change Management process will be developed
in Cherwell, replacing out of date tools
• Additional functional groups are looking at
Cherwell as a development platform to replace
some home grown databases and applications.