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Resources, Best Practices, and Solutions for ITSM Pros

Let the Cherwell Global Conference Begin!

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Cherwell Global Conference 2014Let the Cherwell Global Conference (CGC) Begin! This year at CGC, all of the pre-conference workshops sold out. The sessions presented by the Cherwell Software™ experts provide invaluable insight into the tool, leaving attendees with a whole new perspective on the capabilities of Cherwell Service Management® (CSM).

Let’s take a dive into a couple of these sessions.

Matthew Bray Nimeth, senior instructional designer for Cherwell Software, discussed best practices and design tips for creating excellent dashboards in CSM, ensuring your organization is taking full advantage of the metrics and reporting them in an effective manner. A few quick specifics Nimeth reviewed were “tolerance metrics” and how to classify and overcome bad metrics, before diving into the fun by demonstrating some unique ways to build your reporting dashboard.

Nimeth views tolerance metrics like a disaster plan. When a metrics on your dashboard is not functioning or reporting properly, what are we going to do?

  • When will we start to worry about it?
  • When will we take action and what action will we take?
  • How will we measure the effectiveness of that action?

These are just a few things Nimeth brought to the audience’s attention when building out your “disaster plan.” After all, a fail to plan is a plan to fail.

Nimeth also reviewed how to recognize and overcome bad metrics. So, what makes a bad metric? If the metric reporting to your dashboard is not actionable, doesn’t get any attention from the organization, or doesn’t measure and has no reporting plan of action, then it is probably fair to say this is a bad metric. It’s worth reviewing the value its presence adds to the dashboard.

The remainder of Matthew’s session was a CSM administrator crash course, teaching the attendees to build dashboards that communicate accurately and look great, as well as sharing some time saving tips to ensure your reporting is accurate on your dashboard.

Dashboards, reports, and metrics – so what else can CSM do? Mike McMullen taught the afternoon session “Cherwell Service Management Password Reset,” showing a whole different side of CSM. At some point, everyone has forgotten their password for some portal or website. Ever wonder who the masterminds behind these password resets are? One of the beneficial features of CSM is the password reset automation.

Why automate password reset? Mike McMullen explained the intuitive CSM Self-Service portal, which has helped organizations reduce service desk volume by 65%, increase productivity through automated manual business processes, and deliver business intelligence to all users.

In this workshop, Mike walked the attendees through a hands-on session and how to build password reset from scratch. The automated password reset process is simple. Start with creating a password reset form. In this form, the user should identify who they are based on pre-qualified questions, such as email address, employee or student id, or any other unique identifier. Once the form has been populated, an automation process rule is established via a command line. Through this rule, the user will either successfully retrieve the password, or fail the verification rule.

Some questions to consider when setting a verification fail process are:

• How many attempts would you allow in a specific time frame?
• How would you escalate failed attempts?
• Would you encourage submitting a ticket to IT (via CSM of course)?

In both of these hand-on, pre-conference workshops the attendees left feeling confident with their new knowledge to return and reteach to their own organizations. Cherwell could not be more proud of all of the pre-conference sessions. What a fantastic kick off to the week ahead!

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