3 Enterprise Companies Share Their Surprising Paths to ITSM Success

Posted by on May 25, 2016


In a new report, “How Cherwell Is Transforming Service Management,” Enterprise Management Associates (EMA) takes a deep dive into three enterprise companies and their deployment of Cherwell Service Management™, for a view into the evolving, deepening role of IT service management (ITSM). Traditionally, ITSM has played a reactive role, responding to customer issues and challenges as they arose. But increasingly, ITSM teams are taking on broader, more significant responsibilities: teams help support business-specific goals, and their processes are integrated with operations, development, and business stakeholders.

For the three large companies profiled in EMA’s report—a global technology company, a North American insurance corporation, and a European-based public sector organization—implementing Cherwell Service Management was seamless, cost-effective, and delivered far-ranging uses and benefits beyond the traditional boundaries of ITSM. Take a look at some highlights from these three ITSM success stories.

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A World Leader in the Technology Sector Transitions from 17 ITSM Tools to Just One

Having many tools that all provide a similar function is costly, inefficient, and unproductive. In this first deployment story, a global technology company with an IT staff of 250 replaced 17 ITSM tools with a single solution from Cherwell. The deployment was rapid—taking just two months from purchase to go-live—and the company describes Cherwell's IT Service Management software as “exceedingly easy to deploy and administer.”

Cherwell Service Management is now used broadly across the tech company, managing a whopping 7,000 tickets received by IT each month. But it's not only IT that benefits from Cherwell: Facilities tracks maintenance and cleaning requests; Education Services manages training requests; HR handles employee’s requests for ergonomic reviews of office spaces. Beyond these broad applications of Cherwell’s technology, the organization also finds Cherwell's company values appealing, saying, "We, and they, treat customers with the utmost respect. Cherwell is very responsive to and supportive of our needs."

An Insurance Company Avoids the "Customization" Trap

By the end of this year, the second company profiled by the report expects to have upwards of 4,000 enterprise and IT stakeholders supported by Cherwell Service Management. One major reason the company chose Cherwell is because it helped them avoid the “customization trap”—instead of relying on expensive programming resources to customize the underlying code, Cherwell administrators can easily configure process flows and functionality using a drag-and-drop wizard. As the company comments, this offers them “a tremendous amount of flexibility to make Cherwell’s solution work the way we needed it to without touching the core,” and makes upgrades from one version to the next both seamless and straightforward.  

The insurance company—which has an IT staff of 600, as well as IT groups nested within other departments—initially planned to use Cherwell Service Management solely as an ITSM tool. Through the use of Cherwell, the IT organization simplified and standardized its ITSM data management processes, which had previously varied greatly from department to department and involved disparate tools ranging from Excel spreadsheets to Microsoft Sharepoint. After deployment, though, new requests for Cherwell Service Management to support company functions arose frequently, from asset provisioning and tracking to capturing and storing documents -- a critical capability in the insurance industry. The company comments, “ we progressed with rolling it out, we began to realize more and more of its power and value.”  

A Public Sector Organization Does Its Own Configuration without Programmers

The third organization featured in the report, a European-based public sector operation, wanted to minimize its reliance on programmers and transition the job of configuring the system to its own ITSM practitioners to configure the system. The company has 1,500 people in IT, and an ITSM team of more than 100 people. One of the company’s ITSM practitioners was “able to configure his model for change management in just three weeks, without ever going on a training course.”

The ability to integrate Cherwell Service Management with third-party tools including an in-house data mining solution, base data from Splunk, and a network monitoring tool, allows a broad number of stakeholders in the company beyond IT to take advantage of the technology. The company’s “use of Cherwell is growing by the day,” and it’s become the system of choice for refining and adding workflows to support business processes, such as a recent switch away from email for supplier communications and interactions. 

EMA notes that Cherwell's "combination of breadth, adaptability, and fast time to value makes the solution stand out." Take a look at the nitty-gritty details of these three companies' deployment stories—and the evolution of their usage of Cherwell—in the report.

Want to learn more about how ITSM can be a cost-effective, creative solution for departments beyond IT? Download EMA’s report, “How Cherwell Is Transforming Service Management.”

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