Cherwell Press Releases

ITSM Software Provider Cherwell Software Moves beyond the Service Desk

December 10, 2012 - Royal Wootton Bassett, U.K.  – After the successful implementation of Cherwell’s ITSM tool for the Service Desk at the University Hospital Basel (Switzerland), now, the Hospital staff use Cherwell Service Management™ also to make purchasing requests.

Thanks to a customised self-service portal developed and implemented from scratch by Cherwell partner plain IT, the hospital now manages purchasing and project requests in a more effective and efficient way. Through the Portal, hospital employees have already made hundreds of purchase requests for everything from medical equipment to building renovations and software. Every project requiring funding not already approved in the current budget must initiate through this new process.

“Our IT department already used Cherwell for the Service Desk, and it had the idea that we could also use this software tool to solve our request needs,” says Claudia Durussel Baeriswyl, head of business development, University Hospital Basel. “Now, our staff simply accesses the Portal, fills out the request form, and submits it. It’s a very transparent process with all of the information saved in one place, and it gives our management teams a tool for selecting and steering requests.”

As one of five university hospitals in Switzerland, with more than 70 employees in IT and a central organisation in charge of administration, the hospital needed a new system to manage the large number of purchasing requests it receives. The previous method of written requests supported by Excel spread sheets (‘Saved somewhere on the computer,’ says Claudia) was simply not efficient, effective and transparent enough. Now, as soon as a new request is submitted, an automated notification email goes to the responsible department as well as to the Portfolio Manager, starting the approval process.

“What started as a replacement IT Service Desk tool several years ago has expanded into a company-wide project submission project,” says Siegfried Da Ronche, head of account management and sales, plain IT. "We worked with 10 departments to design the processes and then configured and implemented the required solution. The hospital has gained much more value beyond IT from its initial investment."

Designed from the ground up using Microsoft’s .NET technology and ITIL best practice, Cherwell Service Management offers a platform of PinkVERIFY accredited process straight out-of-the-box in one fully integrated platform. It recently was positioned by Gartner, Inc. in the "niche players" quadrant of the IT Service Support Management Tools Magic Quadrant issued by Gartner on August 20, 2012.

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