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Cherwell's scalable, all-inclusive solution provides for your needs now – and in the future.

Is Cherwell IT Service Management software, Helpdesk software, Customer Support software, or Technical Support software? Quite simply - all of the above.

Whether you simply want to manage daily incidents and service requests or utilize all of the out-of-box, 11 PinkVERIFY™ ITSM processes, Cherwell Service Management software provides a platform for success. All of the processes are fully integrated, providing a comprehensive view of the relationships between incidents, problems, changes, etc. And the intuitive wizards and drag-and-drop functionality allow you to quickly and easily modify the processes to match your specific business requirements. All for a fraction of the cost compared to some vendors.

Incident Management

Utilize a visual guide to walk you through key activities of Incident Management, such as recording, classification, investigation, etc. Easily examine the specific data required to respond to each classified incident, such as first call resolution questions related to a printer compared to those for questions related to an email incident. Respond quickly and consistently with One-Step™ actions.

 

   

 

Problem Managment

Once a problem has been identified, prevent further incidents from being logged into the system by rapidly communicating the known problem to your end-users. Simple One-Step™ actions allow you to notify customers via e-mail, Twitter®, and RSS feeds. Once a problem is resolved, Cherwell can automatically close all linked incidents and notifies end-users.

 

   

 

Change Management

ITIL-based visual workflows guide you through each core activity of Change Management. Know in advance how changes can impact your assets and eliminate conflicts, both up- and down-stream, with the Visualization Manager. Effortlessly conduct post-change analysis to understand how changes impacted timelines, expenses, or goals with Cherwell’s post-implementation questionnaire.

 

   

 

Release and Deployment Management

Prevent unexpected conflicts, lost revenue, and disgruntled customers by utilizing out-of-the-box, ITIL-based procedures. Integration with the CMDB allows all configuration items to be automatically updated with distribution and installation activity and the integration with Change Management allows you to see details on all bundled changes without having to toggle back and forth.

 

 

Request Fulfillment Management

Streamline and automate common service requests such as new employee set-up, requests for equipment, etc. End users can easily select the desired service from your provided service catalog, and track the progress of their request via the self-service portal. Technicians can quickly review, approve, and communicate to end-users the status of the request with Cherwell’s simple One-Step actions.

 

 

Event Management

Cherwell easily integrates with various network-monitoring tools –alerting the service desk of issues, and potentially fixing them, before your end users and customers even know there is anything wrong. With Cherwell, you can 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.

 

 

 

Service Asset and Configuration Management

Improve incident and request resolution times by providing up-to-date asset information to support staff. Cherwell 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.

 

   

 

Service Level Management

Cherwell’s robust monitoring will proactively warn you of pending SLA breaches and provides critical performance metrics. Easily track SLAs based on services, CIs, customer levels or any combination you choose

 

 

Service Catalog Management

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 Cherwell’s Product Catalog or integrate with a third-party catalog to enable charge-backs.

 

   

 

Service Portfolio Management

Create an environment of transparency and proactively communicate the value of IT services and products provided by presenting a business-oriented view of available services, key costs, and quality metrics. Cherwell links all internal relationships, and provides a graphical representation of all configuration items, SLAs, and OLAs required for each service – revealing the overall impact of Incident, Problem, and Change requests on service availability.

 

 

Knowledge Management

Reduce service desk requests by providing “Google-like” one-click access to federated knowledge searches of existing modules, PDFs, Microsoft®Office, and URLs. Cherwell’s powerful knowledge management features can help your service desk team – and your customers – improve resolution times by providing a repository to successfully capture, structure, and reuse service-related knowledge.