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

Jennifer Carr

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3 Key Skills for Great Service Desk Managers

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Kellie Whitney is the Director of Support Services at Cherwell Software™. We recently spoke with her about her role and why she thinks the service desk is a great career choice. As a company that develops service management software, we thought you may like to know about the people who run and manage Cherwell’s own service desks. “My heart really...

From 1 to 10, how do you rate your Service Desk surveys?

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Are you running Service Desk surveys just for the sake of it? Because your boss told you to? Because it’s something your team always does? Because you’re trying to get customer backing for an initiative you’ve suggested? If you answer ‘yes’ to any of the questions above, shame on you. But, keep reading because we have some helpful information to...

Knowledge Management – Yes, you do want to share

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Knowledge management is a facet of IT Service Management (ITSM) that is often either overlooked or put in the ‘too hard’ basket. However, having an efficient means of capturing and sharing wisdom within IT and with the business is one of the most critical components of a successful ITSM strategy. Break Down Silos When knowledge is not documented and effectively...

5 Tips for Successful ITSM Tool Implementation

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Quick Take [Infographic] Implementing a new IT service management (ITSM) tool is a huge project. Although selecting a new helpdesk solution is no easy task, implementing that product is where the hard work starts. The infographic below offers five tips to help you effectively manage a successful implementation. Your new ITSM solution won’t guarantee improved service quality, but the right vendor...

ITSM Tool Implementation: Big Bang versus Agility

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The concepts around tool implementation and the adoption of best practice have, thankfully, matured in recent years. It is now well accepted that a big-bang approach to an IT service management (ITSM) program is not the best way to achieve an improvement. Gone are the days when an enthusiastic service management proponent would advocate launching multiple ITSM processes in one...

Why Is It So Hard To Define ITSM Services?

Cherwell Service Management Foundation Courses"
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Services, what your organization offers to your customers, are both the pinnacle and the foundation of an IT organization, yet it seems to me that nearly everyone struggles with defining what they are. Services are the pinnacle because they sit at the top of your CMDB—built upon and made up of different technological bits and should be first and foremost...

Is the Service Catalog the Foundation of Service Management?

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The Service Catalog is key to everything. If you don’t know the services your customers receive from you, you cannot be doing service management. This is what I heard the other day while participating in a webinar hosted by Pink Elephant and Virgin Media. This webinar’s key take away, and the thought/message hammered home repeatedly: a disconnect still exists between...

Is the Service Desk RFP dead?

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As a software provider, we receive a good number of RFPs from a truly diverse range of companies and industries so we were thrilled to have guest speaker Eveline Oehrlich of Forrester Research, Inc. share her thoughts on the relevance of RFPs when it comes to selecting a new Service Desk tool. Eveline is often called upon by Forrester clients...

Expanding our European Operations – Why Germany

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Cherwell Software™ recently announced the official opening of its new office in Germany. So, the other day, I sat down with Matthew Neigh, the person leading this office opening and expanded team, to learn more about why Germany. Matthew is the Director of EMEA Sales for Cherwell Software. Q: Tell us a little about the IT service management (ITSM) market...

It’s Time for a Service Desk Change

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Yes, it’s that time of year, New Year’s resolutions or not, at this time we all tend to start reflecting on the previous year and start thinking about how we want things to be different this year. “I want less stress.” “I want a shorter commute.” “I’d like to do more meaningful work within my job role.”It’s all about change,...

IT service management (ITSM): A more important initiative than cloud?

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Just when I thought cloud and virtualisation were all the rage and the ‘initiatives du jour’ in IT, a recent US survey conducted by ReRez for Cherwell Software™ shows that interestingly, IT service management (ITSM) is in fact much more important to IT professionals. ITSM also ranked higher than software defined networking (SDN) and agile software development but fell just...

Do You Know Your Organization’s Capacity for Change?

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As part of our recent interviews with tool implementation experts, we had a discussion with Karen Ferris about how a team’s capacity for change impacts the success of even the best planned IT change. It is frustratingly common for changes that seem to have had every feasible step taken to ensure success, fail to deliver the desired benefits. When you...

Service Desk Metrics – Drop the Charts, Start Telling Stories

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The other day, I listened to Daniel Wood from the Service Desk Institute (SDI) present a webinar on Service Desk Metrics. As Head of Research at the SDI, Dan is often asked about metrics…he says 5 to 10 times per week…with the most common questions being: 1) How many metrics should we measure, and, (2) Are there any industry standards/benchmarks...

Three Key Ways to Get Your Service Desk Out of the “Fishbowl”

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The results are in. A recent global survey, conducted in the Spring of 2015 by the organizers of SITS15 (The IT Service Management Show), Cherwell Software™, and SDI, asked service desk professionals: What is keeping your service desk operating from within a fishbowl? How does a fishbowl relate to IT? Here is the survey publisher’s definition: “The fishbowl is an...

Growing our ITSM Presence in Germany – Cherwell Software at CeBIT 2015

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During March of 2015, Cherwell Software™ exhibited at CeBIT for the first time, which is one of the world’s largest technology expos held in Germany. Thomas Vianden (Sales Director), Ursula Deller (Sales Manager) and Bernhard Koch (Pre-sales Consultant) from Cherwell Software’s new Munich office attended the event with Cherwell Partner™organisation Prevolution GmbH. I recently spoke with all three to find...

Is there a secret to being a great help desk manager? Yes!

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Well, there are actually seven secrets…according to a group of IT service management (ITSM) veterans who recently discussed and debated this exact topic. Luckily, they were willing to share these secrets with the wider ITSM community, hoping the knowledge they gained from life on the service desk will help others become great service desk managers. The group of ITSM veterans:...

Adopting a Customer Centric Service Desk Approach

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I was recently speaking with a reporter about the different ways that Service Desks provision, or should provision, service and support. Self-service portals instantly sprung to mind, and this reminded me of a great presentation a particular London borough delivered at the 2012 itSMF UK Annual Conference, entitled, Turning Adversity into Advantage – Supporting the Council’s Transformation Strategy Faced with...

BYOD at universities: I want to use my tablet in a cool-looking place

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As someone who has an interest in architecture and design, I was keen to see Simon Birkett’s recent presentation, on ‘BYOD—challenging the design of learning spaces & infrastructure’. Tech meets architecture. This was very exciting to me and I couldn’t wait to find out the details. Simon is the Technology Enhanced Learning Manager at the Institute for Learning Enhancement and...

3 Tips to Help Your Team Make ‘Outside IT’ the Norm

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Outside IT is a relatively new term but its definition has been in existence for quite some time. Now, we have a buzzword to bring up when speaking with our IT peers, and because of this, the notion of ‘outside IT’ is spreading…and quickly.  IT service management teams are using this it to become better business partners within their organisations.

Are you a Service Desk kill-joy? If so, you’re in good company.

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Ben Wigley, head of IT Service Management at Gocompare.com, is a Service Desk kill-joy, and he’s proud of it. When he joined Gocompare.com in early 2012, it was a five-year-old Internet start-up with highly entrepreneurial and creative employees and a huge brand presence thanks in part to very memorable TV ads. For those of you outside the UK, Gocompare.com is...

Top 5 Technology Predictions for 2015

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Yes, it is that time of year when everyone starts to make predictions about what products, technologies and/or solutions will be ‘big’ in the coming year. We love these predictions, so we too jumped in and spoke with one of our own tech experts, our Director of Product Management Joshua Caid, to hear his thoughts on some of the more...

IT is irrelevant!?

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IT has become so important and so entrenched in everything we do, it no longer has to be considered as a special item when the business is considering new services. IT is so important that it isn’t. So what does this mean for the IT service management (ITSM) specialist? Very simply, it expands your horizons and gives huge opportunities for...

The One Thing that Drives a Service Desk – Process

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As everyone who works on a Service Desk knows, processes ensure service delivery is consistent, managed effectively and that everyone is working towards the same goal. The one thing that can really mess this up is human intervention, which is why process integration and automation is critical to successfully deliver business services. Someone recently made this statement. It was Steve...

#SITS13 countdown. 6 days to go. ITSM beyond the Service Desk.

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So, you’re a Service Desk or Service Delivery Manager.  You want to deliver more value. You want to reduce operating costs. You want to increase customer satisfaction. You want to provide your end-users with more services. And, you need to do this within your existing, or shrinking, budget. Yikes!Have you thought about service automation? How about implementing a Self-Service Portal?  (Have...

CSI – Where the Magic Happens

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It really is the little things that matter. Customers don’t always notice the big things – consider a car, for most of us, the details of the engine are not what you notice on a day-to-day basis. Even though the engine is probably the single most important part of the vehicle, as long as you turn the key and it...

Is selecting a new Service Desk tool like dating?

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I know what you’re thinking. There must be a mistake with this blog title. Service Desk tool selection likened to dating? Surely not. However, last week, during a Working in Partnership presentation at the UCISA Support Services Conference in Edinburgh, Nici Cooper, assistant director of Support Services at the University of Wolverhampton, described it as just that.; In early 2011,...

Excellent customer service creates an outstanding customer experience

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Bomgar and Cherwell are a powerful combo when it comes to integrated service management software and remote support technology, but this partnership isn’t the only thing they have in common. Both companies are also passionate about providing customer service that stands out from the rest. This passion has become such a part of our companies’ architecture, that Bomgar and Cherwell...

Metrics – It’s The Ones Your Customers Care About

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At Cherwell Software, we love many of Stephan Mann’s blog posts, and this one really strikes a nerve — We do a great job. Our dashboard is a sea of green…Really? We know that dashboards, reporting and metrics are a ‘hot topic’ within the service management industry. Heck, how else are you to capture, highlight and trend your work and...

Chasing the CSI Dream? 5 Top Tips to Get Better at Getting Bet

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Quick Take [Infographic] Every service desk/help desk wants to improve how it performs and delivers support. We all want to get better, but what we really need is to get better at getting better. This infographic highlights 5 tips to consider. But how do we realize that CSI dream and embed it in a way that sticks? For most teams, CSI...

What’s on your Service Desk Wish List? Go on. Tell Us.

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Everyone has made a wish list at some point in their life, and most likely, it involved things you want for your personal life or want to change about our personal life. I remember spending a Saturday with a friend in a big department store while she created a wedding registry wish list by using an electronic device to ‘zap’ the bar...

Successful service desk tool implementation. Tips for success.

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Barclay Rae recently hosted a webinar for us on the topic of successful ITSM tool implementation. Barclay has worked in IT service management for more than 20 years and has had direct involvement in 500+ ITSM projects. So, he’s practically seen it all. He says that many forget that the hard work doesn’t stop once a new tool is selected.

Millions of happy UK students. How can a Service Desk measure that?

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Students have become a key and significant customer base for support services and Service Desks, and keeping them happy is a challenge and an opportunity.  Within the past few years, the UK’s university sector has experienced dramatic changes, and challenges, that have impacted IT and Service Desk operations. Most notable: Students now pay £9K per year in fees and face...

Have you met my friend “IT”?

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The IT department is often seen as a foreign land by people working out in the business. When you travel and reach a foreign land where you don’t speak the language and where the customs are different to your own, you feel a bit lost and afraid. It takes time to develop a level of comfort, to understand the language...

I’m your worst nightmare when it comes to BYOD

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Who said that? Our very own Matt Neigh did. And, he did it to a large crowd at the recent Service Desk & IT Support show in London during his presentation, ‘How to create a sustainable BYOD strategy’. Matt, what were you thinking? But, really, Matt only said what a large number of people actually do – they find ways around policies and...

A Win for Cherwell, but Really, a Win for our Service Desk Customers

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As you all know, at Cherwell Software, it’s all about our customers. We always aim to put them and their requirements first. “Winning this award validates our highest goal at Cherwell–our noble pursuit–which is to listen to our customers and serve their needs. We refer to this as ‘putting first things first,’ to build great technology and to make sure...

#SITS13. Four days to go. Yes, let’s please talk BYOD.

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James West of servicedesk360 recently wrote an in-depth article that highlights how IT support services teams now deal with an ever expanding, disjointed menu of devices, IT and apps – fragmented IT. So, for those of you who still think you can ‘lock down’ IT and say ‘no’ to BYOD, BYOIT and BYOA, your numbers are dwindling. Plus, why do...

#SITS13 countdown. Three weeks to go. Service Desk culture.

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Culture?  What does it have to do with Service Desk software or ITSM?  What role does it play in the success of your Service Desk? Culture intrigues me.  I’m always interested in how companies form strong bonds with customers and partners. Really, it comes down to a company’s ability to consistently connect emotionally, at some level, with its stakeholders (customers, partners, prospects, etc.), and this really has something...

BYOD: Is a mobile device like a toaster or a PC?

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What a thought. Personally, I’m a big toast fan — cannot get enough of the stuff — so this headline absolutely grabbed me at last week’s UCISA BYOD event in Birmingham, UK. This event itself is a tremendous testament to the thousands of IT staff at UK universities findings meaningful ways to embrace the risks and opportunities of BYOD. This is the...

The Service Desk Comes of Age

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The other day, I realised the Service Desk industry has matured to such an extent it now encompasses so much more than ITSM. Thank goodness for progress! That’s not to say ITSM and ITIL have become irrelevant but rather, there is now so much influence from other business principles. The prominent ‘other’ business driver is ‘customer experience’ although it’s interesting...

#SITS13 countdown. One month to go. Let’s talk Service Desk Metrics.

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11% of this same group says easily creating metrics and reports causes them the most pain. Ouch. But, there’s hope. Lots and lots of hope. This year’s Service Desk and IT Support show in London (#SITS13) will provide more than 4,000 attendees with an abundance of help with identifying and measuring metrics that matter and through metrics, helping to elevate the position...