Cherwell Wins SDI Best Vendor Award

As you all know, at Cherwell Software, it’s all about our customers. We always aim to put them and their requirements first.

“Winning this award validates our highest goal at Cherwell–our noble pursuit–which is to listen to our customers and serve their needs. We refer to this as ‘putting first things first,’ to build great technology and to make sure our customers are satisfied and their expectations are exceeded. This is a great day for Cherwell and our customers,” says our CEO Vance Brown. Read more

Cherwell Software and Bomgar Announce Integration with Bomgar Remote Support

Colorado Springs, Colo. – 16 April 2013 – Cherwell Software, one of the fastest-growing ITSM software providers, and Bomgar, a worldwide leader of secure remote support solutions, today announced the integration of Cherwell Service Management and Bomgar chat and remote support. The integration will be included in the Cherwell Service Management 4.6 release, available this summer. Read more


Super Group

Super Group is a broad-based supply chain management business listed on the Johannesburg Securities Exchange. Super Group’s supply chain division provides a platform for the group’s core expertise and offerings. This expertise is applied into vertically integrated divisions covering vehicle dealerships and fleet management. Founded in 1986, Super Group has an international footprint and offers customers a comprehensive range of products and services.






Maitland, an independent group which provides multi-jurisdictional legal, fiduciary and fund administration services to private, corporate and institutional clients, has selected Cherwell Service Management™ to elevate its Service Desk offering to internal and external clients.

Prior to Cherwell, Maitland faced functionality limitations and instability due to an end-of-lifecycle Service Desk tool.  After undertaking a rigorous selection process, which included outlining functionality requirements and key criteria, along with the development of a business case and decision matrix, Maitland selected Cherwell from a shortlist of three.


“We knew upfront that the right solution for us should offer ITIL processes at its core,” says Ian Rivett, technology services manager, Maitland.  “We wanted a solution that not only worked for our ICT Service Desk but also within the wider business – one that could trigger work requests, pass information between teams, etc.  Also, with Cherwell’s focus on configuration rather than coding, it will be easier to make changes and implement them quicker. This will ensure that our service processes remain in sync with reality, are optimal and ultimately result in improved service levels to our clients.”

The decision to go ahead with Cherwell was made in June 2012 with the help of Cherwell partner Revelation Data.  Maitland will go live with Cherwell Service Management in April 2013 with Incident, Problem and Change Management, and at that time, it will also launch a Service Catalogue.

When asked for advice in regard to selecting a Service Desk solution, Rivett suggests that you don’t just consider the tool for the sake of the tool but instead be clear about what you’re trying to achieve in the short term and long term.  “Technology in this context is a business enabler and as such it needs to be flexible, able to adapt and change to what’s needed not just today but also in the future.  For us, Cherwell is not a short term answer to replace a tool but an important step on a journey to a more service orientated organization”

ITSM Data and Metrics – Make Them Matter

I’ve often heard Cherwell’s CEO Vance Brown discuss how data should be collected and used to make right, or what Vance has coined RITE decisions. It’s not about collecting data for data sake but about collecting data and metrics that are:

– Relevant to the mission, strategies and objectives of the organisation
– Integrated across all departments and geographic locations
– Timely, so issues can be addressed and resolved before they become crises; and
– Efficient, so that with the mounds of data, organisations can ‘manage by exception’ and the automated best business processes can be enforced. Read more

SDI Accredits Cherwell Service Management

The Service Desk Institute (SDI) is delighted to launch the world’s first performance results report accreditation program for IT service desk software products.

Following feedback from a significant number of SDI certified service desks, SDI members and service desk professionals, it became clear that reporting service desk metrics and report generation remains one of their biggest bugbears. Read more

IT Service Management at 30,000 Feet

Chris Dancy and Malcolm Fry have it right — almost. I remember listening to one of the ITSM Podcasts (Chris would remember the exact one!). Chris mentioned something to the effect that IT is in every business — except maybe farming. I also remember Malcolm Fry introducing his ITIL Lite concept (fascinating if you have never heard it) with the illustration of the check-in kiosk for a flight. His question, “If there is a problem with the check-in kiosk were does IT fit in?” Read more

IT Service Desks Build Bridges with Business Value Metrics

This blog is courtesy of guest blogger Daniel Wood, Head of Research and Publications at the SDI.

Metrics have helped Service Desks move on and evolve.  They’ve moved away from gut-feel decisions surrounding resourcing, investment, performance and service levels and instead, rooted decisions in tangible, empirical data. At SDI, we have seen the rewards that metrics can reap through better defined and co-ordinated Service Desks with the resource and infrastructure to perform to the level they aspire to. Read more