ITSM Best Practices for State and Local Government

5 Ways State and Local Government Orgs Can Thrive with the Right ITSM Solution

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Modern ITSM for Government

Government agencies have unique considerations and pressures relating to IT service management. Demands for high transparen-cy, strict budgetary oversight, and regulatory compliance—coupled with low appetite for risk—means new systems and technology can be challenging to justify and implement.

Despite such challenges, government agencies are expected to embrace the model of "digital government" as a means of promoting engagement with external constituencies, improving service delivery, and reducing costs. Cherwell® Service Management enables IT teams to modernize service delivery processes, while exploiting opportunities to cut costs, innovate more rapidly, and support their organizations' core purposes. 

“Cherwell Service Management’s standardized IT processes allowed us to embrace and implement ITIL, leading to a maturing of IT service delivery and movement towards being a trusted business partner as opposed to a ‘firefighter.”

IT Manager, State & Local Government
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How Cherwell Supports Government Needs

Reduced TCO, Better ROI

Code-Free Administration

You won't need an army of developers or highly skilled resources to implement, customize, maintain, or upgrade Cherwell Service Management. With built-in support for eleven ITIL processes and a codeless design architecture, virtually anyone on your team can configure the product to meet your needs.

Faster Time to Value

Service Integration & Management

Improve performance and manage costs across vendors and outsourced IT service providers. Cherwell’s support of the Service Integration and Management (SIAM) framework enables govern-ment IT teams to create a functional layer of accountability, governance, monitoring, and control across multiple suppliers. 

Innovate Across the Business

Process & Workflow Automation

Cherwell's powerful workflow automation capabil-ities enable government agencies to improve processes, deliver services, and add value across the entire organization. Cherwell's Government customers routinely use Cherwell in key areas outside of IT, such as Human Resources, Facilities Management, Case Management, and more.

Flexible, Transparent Licensing

Cost Reduction

Cherwell’s concurrent all-inclusive licensing offers substantial savings over legacy ITSM vendors. In addition, Cherwell customers report between 20 and 60 percent reduction in administrative overhead because expensive development resources aren't required to configure or manage the solution.

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What Customers are Saying About Cherwell

Photo of Cherwell ITSM customer Dave Reneer of B/E Aerospace

"With Cherwell Service Management, we re-invented our service desk and drove tremendous global growth in three years. There’s not a chance that we could have gone global with our previous solution."

David Reneer
B/E Aerospace

Swatch Ltd.
Western Union
B/E Aerospace – Cherwell Software Customer
Jason's Deli – Cherwell Software Customer
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Standard Bank