February 20, 2014 -
Royal Wootton Bassett, U.K. -
When the IT team at Mitsui Sumitomo Insurance (MSIG) decided it needed a new service management tool, flexible reporting held a top spot on the
requirements list. An ITSM solution was in place, but it didn't deliver the management information needed, and configuration proved to be difficult and
When Kate Sandall, head of infrastructure and operations at MSIG, and her team conducted some site reference visits and had a look at Cherwell Service
Management in action, they decided Cherwell was what they wanted and needed.
"When I went to see the reference sites, the dashboards were the deciding factor," says Kate. "With selecting a new tool, I wanted more reliable
information around our service, and I wanted to do trend analysis, which we just couldn't do with our previous tool. The way our previous tool did
reporting, you simply dumped everything into an Excel document and played around with it."
MSIG now has license-free dashboards up on screens throughout the IT department that shows various real-time statistics, including SLAs, who has the most
calls assigned to them, live problems and other valuable metrics. According to Kate, making this public within the department is a real motivator and helps
drive the right behaviors from the team and managers.
Easy configuration was also necessary so the team could undertake and move the system on without engagement with the supplier or costly development.
Cherwell Service Management offers wizard-driven customization, which allows customers to tailor the tool to match to their processes without writing any
Other items on the team's road map for the product in MSIG are out-of-the-box ITIL processes, such as Incident, Service Request, Service Catalog, Problem
and Change. MSIG wanted to eradicate the integration it had between its previous ITSM tool and SharePoint so it could have one seamless system that
provided integration throughout the business and to third party suppliers.