IT SERVICE MANAGEMENT
Comprehensive Out-of-the-Box ITIL® Process Support and Best Practices
Cherwell® Service Management is a powerful ITSM service desk solution that enables you to automate and optimize ITIL processes and embrace continual service improvement. PinkVERIFY™ certified for eleven ITIL processes out of the box, Cherwell helps you deploy quickly and reduce time to value by aligning with industry best practices.
Take advantage of ITIL service operations processes such as Incident Management, Problem Management, and Request Fulfillment, and leverage key ITIL service transition processes including Change, Configuration, and Release and Deployment Management.
ITIL Incident Management
With Cherwell, you can get a visual guide to the key activities of Incident Management—one of the most important ITIL processes—including recording, classification, and investigation. Easily examine the specific data required to respond to each classified incident, and respond quickly and consistently with One-Step™ actions.
ITIL Change Management
Cherwell's ITIL-based visual workflows guide you through each core activity of Change Management. Use the visualization manager to know in advance how changes will impact your assets, and eliminate conflicts—both upstream and downstream. After completing a project, use the post-implementation questionnaire to effortlessly conduct post-change analysis to understand how changes impacted timelines, expenses, or goals.
ITIL Problem Management
Once a problem has been identified, Cherwell enables you to prevent further incidents from being logged into the system by rapidly communicating the known problem to your end users. Simple One-Step actions let you notify customers via email, Twitter®, and RSS feeds. Once a problem is resolved, Cherwell Service Management can automatically close all linked incidents and notify end users.
ITIL Event Management
Cherwell Service Management easily integrates with various network monitoring tools, alerting the service desk of issues—or potentially fixing them before your end users and customers even know anything is wrong. Create rules so that when an event happens, such as a failed server notification, an incident is created and subsequent notifications are tied to it.
ITIL Knowledge Management
Reduce service requests by providing "Google®-like" one-click access to federated knowledge searches of existing modules, PDFs, Microsoft® Office, and URLs. Powerful Knowledge Management features empower both service desk staff and end users to improve resolution times by providing a repository to successfully capture, structure, and reuse service.
Streamline and automate common service requests such as new employee set-up and requests for equipment. End users can easily select services from your service catalog and track progress of their requests via the self-service portal. Technicians can quickly review, approve, and communicate the status of requests to end users with simple One-Step actions.
Improve incident and request resolution times by providing up-to-date asset information to support staff. Cherwell Service Management provides a visual, graphical representation of not only all upstream and downstream configuration items (CI), but also services, changes, contracts, releases, and end users associated with the CI.
ITIL Service Catalog
Provide an actionable, easy-to-use service catalog that presents end users with only those specific services to which they are entitled. You can even provide associated costs, estimate delivery times, and use the Cherwell Service Management Product Catalog or a third-party catalog to enable charge-backs.
ITIL Release Management
Ensure that changes are released into the production environment without service disruptions that cause unplanned downtime, lost revenue, and disgruntled customers by utilizing out-of-the-box, fully integrated ITIL-based processes. Bundle changes into a single release, and automatically update all configuration items in the configuration management database (CMDB).
ITIL Service Level Management
Monitoring capabilities in Cherwell Service Management proactively warn you of pending service-level agreement (SLA) breaches and provide critical performance metrics. Easily track SLAs based on services, CIs, customer levels, or any combination you choose.
ITIL Service Portfolio Management
Promote transparency and demonstrate value by presenting a business-oriented view of available services, related costs, and quality metrics. Cherwell Service Management links all internal relationships and provides a graphical representation of configuration items, SLAs, and OLAs required for each service—revealing the overall impact of Incident, Problem, and Change requests on service availability.
"Our adoption rate of the ITSM and ITIL process have skyrocketed since switching to Cherwell." - James Milburn, IT Manager at University of Alaska Anchorage
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