Cherwell Press Releases

Cherwell Software Introduces Self-Service Password Resets

July 10, 2009 - Colorado Springs, Colo. — Cherwell Software (, a leader in developing IT Service Management software solutions that bring enterprise-level functionality at a mid-market price, today announced Self-Service Password Reset capability has been added to Cherwell Service Management, expediting incident resolution and thereby reducing service desk calls and cost.

“By many accounts, upwards of 75% of calls to the service desk are a result of forgotten passwords,” says Vance Brown, CEO of Cherwell Software, “and considering HDI’s latest Practice & Salary Survey showing that Self-Service, on average, is $15 per incident lower cost than a phone call, it doesn’t take long before a customer can start realizing a significant ROI using Cherwell’s self-service password reset tool.”

After enrolling in the Self-Service Password Reset Program within Cherwell Service Management, the feature allows end-users the ability to quickly and easily reset their network password via a web browser from their own computer or that of someone else. Once authenticated, the user can securely change or reset their password and they will be automatically notified via e-mail that their password has been reset. Additionally, an Incident is automatically created and closed, ensuring that proper metrics can be tracked. Organizations, and especially education institutions, now have a cost-effective and secure way to manage the most common user problem in virtually any IT Department.

Cherwell’s Self-Service Password Reset Features:

  • Use standard security questions or even allow the end-user to create their own security question
  • E-mail notification to the primary account and secondary account of the end-users choosing
  • Automatically create and close an Incident for consistent and accurate metrics
  • Works with any modern browser or OS – e.g. Internet Explorer®, Safari®, Firefox or Chrome™ on Windows® as well as MacOSX® and graphical Linux
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