November 30, 2012 -
Royal Wootton Bassett, U.K. - IPL, an IT services company specialising in business critical IT solutions and Consultancy, selects
Cherwell Service Management™ to help meet the needs of its rapidly expanding Managed Services practise. During 2012, Cherwell has gained three, UK-based
managed services clients.
IPL established a Managed Service Centre in 2010 after experiencing growing requests from customers to not only develop applications and software but to
manage and adapt them to changing business needs. The service centre now represents 10% of IPL’s business. With a rapidly growing customer base, IPL needed
an integrated, comprehensive and flexible solution ─ that included web portal functionality ─ to scale up the business and manage different customer
"Our selection process took 18 months,” says Andrew Gosling, head of IPL’s Managed Services Centre. ”During this time, our requirements changed
dramatically due to a rapidly growing customer base so the solutions we looked at initially no longer met our specifications. We started to look wider
afield, and that’s how we came to Cherwell."
According to IPL’s Service Manager Matt Lee, Cherwell’s flexibility made it a front runner in IPL’s selection criteria. "We considered Cherwell to be one
of the most flexible solutions we investigated," says Matt. "We easily understood how to customise the tool ourselves to meet our internal customer-centric
processes. This meant we didn’t have to pay vast amounts of money to consultants. Whilst other vendors offered customisation as part of their offering,
only Cherwell’s solution would allow us the level of flexibility we required."
When selecting a new ITSM tool, Andrew and Matt suggest organisations do their homework and review costs from all considerations. "Don’t just look at the
headline price," says Andrew. "Talk to consultants to find out what you need and what you get for the price presented. At first, we thought Cherwell’s
cost-per-seat would be prohibitive, but when we investigated further, for various reasons it turned out to be less expensive than we initially thought."
In December 2012, IPL will go ‘live’ with Cherwell, starting with Service Management, Problem Management, Change Management and Incident Management
processes. Cherwell offers PinkVERIFY accredited processes straight out-of-the-box in one integrated platform. Customers can use as few or as many
processes as they like without incurring additional licensing fees.