Cherwell Press Releases

Self-Service Password Reset Benefits Higher Education

August 18, 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, announced that Self-Service Password Reset capability has been added as standard functionality to Cherwell Service Management in the newest release 3.3.1. This feature is particularly useful to the Higher Education market as it expedites incident resolution and thereby reduces service desk calls and cost.

"Less than 20% of universities surveyed [HDI's Salary Survey: 2009] use a self-service tool for IT support. With the implementation of Cherwell Service Management last year, WCU is in that top tier, providing very real savings to the university and faster results for the client." -Anne Vail, Director of Client Services, Western Carolina Universit.

“According to our Higher Education customers, the single greatest reason for calls to their service desks 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 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. IETM, SafariTM, FirefoxTM or ChromeTM on WindowsTM as well as MacOSXTM and graphical Linux

Cherwell offers a no-cost overview webinar specifically addressing Higher Education organizational needs, sign-up is available on-line athttp://www.cherwellsoftware.com/education. Webinar attendees are eligible to receive a free copy of the $189 valued Malcolm Fry, HDI sponsored DVD titled “ITIL and the Service Desk”.

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