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

Paul Fey

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What is the Narrative of Your Customer Experience?

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Maya Angelou, who we tragically lost this year, once said, “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” One time I saw Angelou in a dimly lit New York City seafood restaurant. I was 12, and I felt intimidated—but that’s neither here nor...

Defining Agility and its Metrics

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The philosophy of an agile IT solution is seeing just how tightly IT can fill the changing needs of business. Agility, as a concept and movement, is tough to pin down since it covers a range of methodologies and services. So, what are these tangible tenants that add insight to the idea of agility? The Cloud First of all, the...

The Future of IT and Business: How Can IT Maintain Control of Business Intelligence Platforms, Tools, and Applications

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Forrester assembled a collection of predictions for the Top Technology Trends 2014 and Beyond. Most are intuitive when you consider how technology is infiltrating processes and converging information from diverse sources. All of this suggests a heightened need and greater role for IT. However, one predictions claims that business will take over ownership of process and intelligence, and “wrestle control...

What is Cherwell’s Secret Sauce?

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An interview with Mark Shell, Cherwell Software’s Director of Services. What kind of ethos do you instil within Cherwell’s global professional services team? How does this differ from other ITSM vendors? Before I joined Cherwell, when Vance Brown and I first talked about what the Professional Services team should be and how we would measure its performance, we talked about...

Should ITSM Embrace DevOps? Barclay Rae Weighs In

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No one wants to miss out on the next great thing, almost as much as no one wants to jump aboard a bandwagon headed on a wild goose chase. So, how do you know what to believe when trendy tech companies tout DevOps, while skeptics ask, “Is DevOps dead?” ITSM expert and self-professed ‘relative cynic,’ Barclay Rae, assures us he’s...

Technology’s Effect on Business Listening

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What’s it look like to slouch or yawn in the modern meeting? It’s not the physical leaning back or letting your mouth stretch wide open like you’d expect. There’s a new body language in the 21st century. I remember sliding down the seat, leaning back like the most lackadaisical greaser poised on the hood of a pale blue t-bird, in...

The Future of ITSM—The Cloud; What SaaS Means to the Evolving Business

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The Future of ITSM is the ascension to a cloud-based approach. This service, also called SaaS (Software as a Service) is a necessary addition to the traditional on premise software. Even though this transition is currently in the works, according to Gartner only 5% of ITSM vendors have embraced SaaS technology. Gartner believes that percentage will spike to 50% by...

The 4 Essential Steps to Creating a BYOD Policy

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More and more, employees expect a new level of choice in how they work, whether that means flexible hours, where they work from, or what devices they work on. This last one, freedom of device, raises questions like: Why can’t they use what they’re comfortable with? Are there limits to what someone can do on their own personal devices? Or...

The Sci-Fi Powers of the SaaS and On-Premise Combination

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  If you’re materializing your business body in a muscular way, or if you’re maintaining a healthy corporate form, ITSM vendors that provide quality service as both and On-premise and SaaS (cloud-based) have the means to fit your current and future existence.If you are a growing business, getting up to fight weight so to speak, the SaaS model might be...

The World Cup and Thoughts on Globalization

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Heartbroken, Americans witnessed Belgium’s Romelu Lukaku as he engineered one goal and scored another. Maybe the soccer gods held Chris Wondolowski’s foot to alter his shot since by the overwhelming statistics, Belgium “deserved” to win in some sense. Even our national hero, Tim Howard could not hold off the nearly constant Belgium threat. At Cherwell’s office in Colorado Springs, a...

Everything’s Turning Pink. Cherwell Software at Pink15

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From February 15-18, Pink Elephant will be hosting its well-respected IT service management (ITSM) conference and exhibition at the Bellagio Hotel in Las Vegas. As Cherwell Software™ gears up for this year’s conference, I talked to Cherwell’s Marketing Events Manager Heidi Wickenhauser to get a sneak peek into Cherwell’s participation at this year’s event. Why is Cherwell returning to Pink15?...

Modern Technophobia

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Technophobes have misplaced their fear in technology, when what they really should fear are… the humans! That’s true, unless you believe, like Cellarious (that is, Samuel Butler), in “Darwin among the beasts”—that machines will replace humans as the superior being on earth. Back in 1863, he was saying, “Day by day we are becoming more subservient to them, more men...

Kind Data

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There’s a new language forming around data. Nebulous “big data” has been on fervent tongues of the forward thinking for a few years now. This ambiguous term is now being broken down into definable parts, and futurist Chris Dancy is our linguist. He makes the distinction between “soft data” and “hard data.” Big data, as we know it, is mostly...

What Will Metrics Be Like in 100 Years?

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The principal at the heart of metrics has existed before software was created. Think Caesar’s census to determine the size of the Roman nation. Think of the first language’s role in categorizing type and number of different aspects of reality. The principal in metrics informs our interpretation of reality. In 100 years, the immensity of data and speed at which...

Customer Experience: Beyond ‘Just a Customer’ Experience

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Man, I’m a softy. To be fair, TD Canada’s “TD Thanks You” video is a tearjerker. I had to keep telling myself to keep it together in the workplace. Such a softy. TD gave their customers personalized gifts from an “automated teller machine” turned “automated thanking machine.” The commercial followed some of the unique ways TD found to thank their...