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.

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

5. 5
CORP
CORP
Austin
Tampa
San
Fran
Boise
FS
IE
UK / APAC
Cherwell Expansion

6. Cherwell Service Management
Rollout
Incident
Management /
Request Fulfillment
Service Catalog
Knowledge
Management
Self Service Portal Email Integration Reporting

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

9. Incident Counts
25540
3218
195724
12662
2070
28826
230 1412
0
50000
100000
150000
200000
250000
Corp Service
Desk
FS Service Desk IE Americas IT
Service Desk
IE APAC IT
Service Desk
IE Business
Systems
IE EMI IT
Service Desk
IE EU AP
Lithuania
IE EU AP Nordic

10. Incident Counts
25540
3218
195724
12662
2070
28826
230 1412
0
50000
100000
150000
200000
250000
Corp Service
Desk
FS Service Desk IE Americas IT
Service Desk
IE APAC IT
Service Desk
IE Business
Systems
IE EMI IT
Service Desk
IE EU AP
Lithuania
IE EU AP Nordic
• The Service Desk
currently handles an
average of 2,000 tickets
per day

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

12. 0
5000
10000
15000
20000
25000 Jan-13
Feb-13
Mar-13
Apr-13
May-13
Jun-13
Jul-13
Aug-13
Sep-13
Oct-13
Nov-13
Dec-13
Jan-14
Feb-14
Mar-14
Apr-14
May-14
Jun-14
Jul-14
Incident Count
0
5
10
15
20
25
30
35
Mean Time to Restore Service (hours)

13. 0
10000
20000
30000
Jan-13
Feb-13
Mar-13
Apr-13
May-13
Jun-13
Jul-13
Aug-13
Sep-13
Oct-13
Nov-13
Dec-13
Jan-14
Feb-14
Mar-14
Apr-14
May-14
Jun-14
Jul-14
Incident Count
0
10
20
30
40
Mean Time to Restore Service (hours)
• URS call count has increased by a factor of 5
over 12 months
• Technicians have a powerful, easy to use
platform that lets them be service desk
superstars

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

16. Resource Management Dashboard

17. Resource Management Dashboard (cont’d)

18. Queue Coordinator Dashboard

19. Service Desk Supervisor Dashboard

20. Service Desk Dashboard

21. Customer Survey Results
• Anyone using Cherwell for Surveys?
• One Survey Type or multiple?

22. Customer Survey Results
• What is the average response rate you can
expect when you send customers a survey?
• 10-15% is the industry average

23. Customer Survey Results
• So how well is URS doing?
• Consistently receiving over 20% responses
month over month

24. Customer Survey Results
2
3
4
5
Oct-12
Nov-12
Dec-12
Jan-13
Feb-13
Mar-13
Apr-13
May-13
Jun-13
Jul-13
Aug-13
Sep-13
Oct-13
Nov-13
Dec-13
Jan-14
Feb-14
Mar-14
Apr-14
May-14
Jun-14
Jul-14
Timely
Quality
Skills
Courtesy
Overall
• Average of 23% of customers respond to surveys

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.

28. Questions?
• Bryant Larsen, URS, bryant.larsen@urs.com,
715-220-4668
• Dan Morgan, BEYOND20,
dan.morgan@beyond20.com, 866-856-3117
Twitter: @BeyondDaniel