Cherwell Service Management 9.4 and the Transformation of ITSM
Posted by on June 22, 2018
Matt Klassen is the vice president of product marketing at Cherwell. He is passionate about enabling enterprises to accelerate their digital journey through better software and better service. Matt has 25 years experience in developing, architecting, selling, and marketing enterprise software solutions for IT and product teams.
"ITSM is shifting from a technical project mindset to a consumable product mindset."
—Gartner, 2018 Strategic Roadmap for IT Service Management
IT service management (ITSM) is essentially moving out of the back-office focused on effective delivery and operation of IT services to take on a broader service management role across businesses and organizations—with a guiding principle around providing a consumer-like user experience. This is bit of a mouthful, but aligns with the digital transformation phenomena modernizing the way services are delivered and guided by the user experience. It also aligns with the approximately 70 percent of Cherwell customers that use Cherwell Service Management (CSM) outside of IT. I further submit that this shift aligns with the success Cherwell customers have in configuring, customizing, and creating their portals, dashboards, forms, and One-Step automations. These are the customers that are flourishing with the “Cherwell can do that” approach.
With this transformation backdrop, more flexibility than ever is needed in how service management is presented to business end-users and performed by IT management and staff. Enabling this journey, Cherwell Service Management version 9.4 is releasing and will be generally available in mid-July.
Cherwell Service Management 9.4 Highlights
- Transforming the user experience with new adaptable service portal and dashboards enabling easy configuration or creation of portal screens and dashboards that optimally fit a mobile phone, a tablet, a desktop, or larger user interface. This is complemented by new responsive user interface elements and capabilities provided in recent releases such as the new responsive service catalog and adaptive web forms.
- New unified One-Step automation engine enhances execution of One-Steps on web browser clients. Combined with other web improvements, this improves the choice IT staff has in accessing Cherwell Service Management from either a browser or the rich client.
- Increased service quality with the new Cherwell Message Queue Service providing dramatic performance improvements when handling large volumes of email. This is complemented by recent enhancements to the Cherwell Trusted Agents for secure communications in SaaS environments.
Cherwell Service Management 9.4 offers several additional new capabilities such as mapping Business Objects to multiple external connectors which is especially useful for the Cherwell CMDB when it is integrated with or populated by multiple discovery sources. Other new capabilities include extensions to the RESTful API which simplifies basic functions against Business Objects. Complete coverage of the new release capabilities will be provided in the What’s New section of the product documentation (via the new Cherwell Documentation Portal). And, the Cherwell Video Learning Library will have short courses available on the new capabilities by the end of July.
Cherwell solutions such as the Cherwell Asset Management and recently introduced PPM solution, continued growth of the Cherwell Technical Alliance Partners, and other Cherwell and partner provided integrations and extensions further extend and enhance the value of the new release.
Whether you are just starting your ITSM journey or fully immersed in automating and transforming service management, Cherwell provides robust out-of-the-box capabilities and an easy to configure and maintain codeless platform. With a vibrant customer and partner community, Cherwell enables service desk teams to deliver value quickly and reduce total cost of ownership compared to other alternatives. Read more about how Cherwell is transforming the service experience.
See Cherwell in action — schedule a live, personalized demo.
Ebook 5 min
The Definitive Guide to Service Desk KPIs and Metrics
In this comprehensive guide, you'll learn how to develop a portfolio of ITSM KPIs and Metrics that support not only your own IT team's goals, but also the business outcomes your service desk is expected to deliver.
Ebook 7 min
7 Deadly Sins of ITIL Implementation
Wondering whether ITIL® is still relevant in today's fast-paced digital environment? ITIL holds many timeless truths, but it can be misapplied when taken too literally. Uncover the seven mistakes commonly made with ITIL implementations, and gain guidance on how you can go faster—while still upholding ITIL's key principles.
Analyst Research 10 min
NEW! Gartner 2019 Magic Quadrant for ITSM Tools
Considering a new ITSM solution? Start with a complimentary copy of Gartner’s 2019 Magic Quadrant for IT Service Management Tools. The Magic Quadrant provides an evaluation of ten ITSM vendors—along with their viability, strengths, and cautions—and recommendations for defining your requirements
You might also be interested in
Why Extend Service Management Beyond IT
A new report from Forrester discusses discusses how ESM has become a competitive advantage both for IT teams and the business alike.
Your ITSM Solution Will No Longer Pass Muster in 2020—Here’s Why
For your ITSM to thrive in the future, you'll need a blend of the best of today—and the best of what's yet to come.