Cherwell IT Service Management Blog
Resources, Best Practices, and Solutions for ITSM Pros

Heidi Wickenhauser

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The Importance of Being Knowledgeable

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I had a friend who often said, “I know it was a mistake now. I’m just the kind of person who needs to experience it for myself in order to learn.” Unfortunately, she’d already made a series of easily avoidable mistakes. When Spanish-American philosopher, George Santayana said, “Those who do not remember the past are condemned to repeat it,” he...

MITRE’s Help Desk Wins the Prestigious Team Excellence Award at HDI’s 2017 Conference

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Last week’s HDI 2017 Conference & Expo was a meetup of 2500 technical support industry professionals, educators, vendors and IT Industry Legends in Washington D.C. This was the most insightful, energetic and optimistic HDI Conference I’ve ever attended, and Team Cherwell was thrilled to be there. Each year, one of the biggest conference highlights is HDI’s announcement of the top technical support...

ITSM IT Legends. And, the 2015 Inductees are…

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The film industry has the Oscars. The music industry has the Grammys. The PGA has the Masters. And ITSM has IT Industry Legends… The IT Industry Legend award celebrates luminaries in the IT service management (ITSM) industry who are not only experts but expert mentors—teachers who inspire us, guide us, and evolve us toward possibilities we might not have dreamt possible. An...

Podcast: Reflections on the Current State of Women in IT

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The following post is the third in our video podcast series created by AllThingsITSM at Fusion15. (The first and second podcasts in the series can be found here and here.)  Have you ever been in a meeting and felt like you were outnumbered in some respect? Maybe you were the only sales person among a bunch of developers, or the only junior manager...