Cherwell Press Releases

The University of Essex Builds its First ITSM Service Desk with Help from Cherwell Software

September 24, 2014 - Colorado Springs, Colorado —The University of Essex, a research intensive university founded in 1964, has selected Cherwell Service Management® to help it establish and deliver a unified, best practice IT service management system that will serve 12,000 students and 2,000 staff across Colchester, Loughton and Southend campuses.

Tweet This: The University of Essex (@Uni_of_Essex) builds its First #ITSM #servicedesk with help from #Cherwell Software: bit.ly/1qk7lDZ #CGC2014

For the University’s IT department, this project ‘from the ground up’ will deliver a significant transformation to a new, more effective and more efficient way of working. With greater transparencies and formalized processes combined with metric and reporting, the University will be better positioned to provision IT services and support, putting the right number of people in the right places.

"Cherwell Software offers a very pragmatic approach to professional services, and with its help, we know we have a great chance of success," says Tessa Rogowski, ISS Customer Service Manager, University of Essex. "We like its user interface, and its codeless configuration will let us create a system that’s not only distinctive to us but one that we ourselves can easily change as our work and demands do."

According to Tessa, it’s paramount for the University to offer an IT service desk that meets the distinct needs of the University and its student population, which is unusually diverse and includes a large percentage of international students and students with learning disabilities. The University - one of the first in the United Kingdom to video lectures - is home to the world famous East 15 Acting School, numerous film studios, a Business Incubation Center for start-ups and iLabs, modern learning and meeting spaces that encourage innovation and creativity. The new, unified service desk will provide the specific IT support required by these distinct facilities.

The University liked Cherwell Service Management’s flexibility, its user interface, One-Step™ action, the incorporation of social media tools and web services, which allow data to move in and out.

"Installing software is really simple," says Tessa, "but selling hearts and minds to IT staff is difficult.  You have to start by selling the vision and explaining the urgency of what you’re up against. You then have to find some allies, like Cherwell Software. Our IT staff now talks about how the future is going to be and how it’s going to look.  So, we’re on track, and Cherwell Software will definitely help us get there."

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