University Replaces BMC Remedy Software

CUSTOMER: Western Carolina University
LOCATION: Western Carolina
INDUSTRY: Higher Education


The university's experience with other incident tracking applications, including Remedy®, was varied. There were "inherent flaws" with the applications – from aesthetics to design and workflow – none of which was well-suited for a fast-paced support center in an educational environment. Over time, their frustration with limited and cumbersome legacy systems grew so large that the IT team demanded a change. They needed a system that they could easily customize to their unique and ever-changing needs. Prior to Cherwell Service Management, the university's service desk was unable to capture "incident details in a fast, efficient manner." Other pain points included their inability to use custom dashboards, root cause identification and public notification of system-wide issues.

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