December 13, 2012 -
Royal Wootton Bassett, U.K. --
After a six month tender and procurement process, the University of Wolverhampton chooses Cherwell Service Management®
to support and underpin its journey towards full IT Service Management.
Nici Cooper, Assistant Director, Support Services, at the University of Wolverhampton, and her team initially reviewed eight ITSM tools, undertaking a fact
finding exercise and ‘discovering the art of the possible’ that eventually helped to finalise requirements.Following a tender process, three solution
providers were invited to conduct proof of concept demonstrations based on 13 common scenarios faced by the University’s IT Services team.
"We used our previous solution for more than 12 years and had basically outgrown it," says Nici. "We liked the Cherwell product, its rich functionality and
how it looks.It is completely different from our previous solution. It’s colourful, has a funky look and feel and can be configured to do anything and be
anything you want."
According to Nici, demonstrating the value and contribution her team makes to the University has become increasingly important.Their previous tool proved
difficult in regards to extracting statistics and metrics, which therefore, hindered efficient reporting.
"Reporting is becoming increasingly important for us, and we also want our service desk to achieve SDI accreditation," says Nici."Having out-of-the-box
reports from Cherwell available to us and the right reports for SDI accreditation is a big plus for us."
Nici and her team also want to offer end users different ways to engage with IT Services, and Twitter remains top of mind."One thing we’ve now accomplished
is automatically turning email requests into Incidents or Requests.Emails now go directly into Cherwell.We will be able to do exactly the same thing with
Twitter once we complete our social media integration. Eventually, we would also like to be able to put in place a self-service portal that will enable us
to extend our service provision."
Nici stresses that although the ITSM marketplace is huge with many products offering many services, it’s important to think about how a potential product
and provider will fit in with your team and organisation.Says Nici, "All throughout the selection process, we felt we were building a relationship with
Cherwell.It was just the best fit for us."
"We are extremely pleased to be selected by Nici and her team," says Tony Probert, European managing director, Cherwell Software."At Cherwell, we place a
huge value on our culture, and it is really gratifying to see that this was a key factor in the University’s selection process.We really look forward to
working with the team at the University of Wolverhampton."