Change Management

Cherwell Change Management

  • Cherwell Service Management allows monitoring and tracking of all stages of your Change Request Process. For example, tracking a Change through the different stages of authorisation, coordination, and review etc
  • Role based privileges allow you to facilitate the ability to control, read, write, and modify access for Change Management staff, Change builders, testers, etc., to update Change records throughout the Change lifecycle
  • Route Requests for Changes to the appropriate authorisation teams or people. For example, Category 1 – Change Manager, Category 2 – Change Advisory Board, Category 3 – IT Executive. They can even approve the change from their iPhone.
  • Approve and Reject Changes with as much or as little detail as you need. For example, status of reject, ability to record reason for rejects. Automatically notify the Service Desk and End Users of the Change Outcome.
  • Use Change Management risk assessment or impact assessment to automatically route the Change Request to the correct Change Manager or Team, including attachments such as technical reviews and reports.
  • Using Cherwell’s inbuilt Calendars, automatically publish and co-ordinate your change schedule quickly and easily within Cherwell Service Management. For example, publish build, testing, and implementation schedules.
  • Cherwell Service Management can automatically facilitate the scheduling of Change reviews for implemented Changes after definable time periods.
  • Easily communicate Change information and schedules to the Service Desk and users. For example email notifications, automated reports and Self Service.
  • Update CI information in the CMDB from a Change Request. Include Maintenance Schedules and Outage availability windows. For example, link the CI record to the Change record and update it as part of your Change Management Workflow.
  • Access all your CI detail to assist in the assessment of the Change Request. For example, the use of impact information such as relationships and CI criticality when considering authorisation of a Change request.
  • Full integration between Release Management and Change Management out of the box.

Problem Management

Cherwell Problem Management







    • Match Incidents to Problems and Known Errors
    • Automatically create Problem Records from Incident Records.
    • Role based security allows you to restrict process actions based on the users security level.
    • Configurable Priority, Impact and urgency matrixes, make it quick and easy for the IT Service Desk staff to allocate the correct priority and SLA to an Problem.
    • Easily monitor and track the progress of a Problem. For example, track ownership and responsibility for establishing root cause.  End Users can also subscribe to a Problem and be notified when an updated has been added to a Problem.
    • Automatically escalate Problems after pre-defined thresholds or targets have been breached
    • Full historical audit log of all Problem updates and resolution activities. You configure what detail is written to the audit logs and when.  Record when a field is changed or what Problem Investigation has been done. All Problem Management activities are recorded based on your requirements.
    • Cherwell Service Management has inbuilt powerful reporting with flexible report generation.   Produce management reports from historical Problem data and schedule the reports to be generated and emailed automatically.  Reporting can be generated using Cherwell Reports, SQL Reporting Services, Crystal Reports or Excel Merges.  It couldn’t be easier.
    • Cherwell Service Management provides the ability to add Process and Procedure help to every process.  This information is displayed to the staff ensuring the process is clear to them and they understand the objectives.  The help uses terms and definitions aligned with ITIL terms and definitions.
    • Fully integrate with Cherwell’s CMDB to support the association of Problem records to CI records
    • All Processes in Cherwell Service Management are related. This allows you to link Incidents, Problems and Change Requests with each other.  For example, when resolving a Problem Record, automatically close all associated Incident Records and notify customers their Incident has been resolved.
    • Use Cherwell Service Management to communicate Problem status and progress reports, as well as temporary solutions and workarounds to the Service Desk staff and End Users.
    • Automatically increase the Problem severity or impact classification of a Problem according to the number of associated Incidents and/or the number of End Users affected.

    Incident Management

    Cherwell Incident Management

    Use Cherwell Service Management (CSM) for Incident Management to restore normal service operation as quickly as possible.  The Cherwell Incident Management Module is supplied as part of the Out of the Box solution and has been Pink Verfied by Pink Elephant.

    Incident Management is extemely flexible and configurable to ensure the ITSM Solution reflects your business requirements.  Some key features include:

    • Service Level Management with Impact and Urgency Matrices.
    • Integration with the Federated Configuration Management Database.
    • LDAP integration with all LDAP Sources.
    • Visual Workflows, Alerts and Prompts
    • Automated Workflows and Tasks using One-steps
    • Integration with 3rd Party applications.
    • Detailed Reporting utilising Cherwell Reports, Crystal Reports, Excel and SQL Reporting Services

    Overview of the ITIL v3 library

    ITIL v3 is an extension of ITIL v2 and will fully replace it following the completion of the withdrawal period on 30 June 2011 . ITIL v3 provides a more holistic perspective on the full life cycle of services, covering the entire IT organisation and all supporting components needed to deliver services to the customer, whereas v2 focused on specific activities directly related to service delivery and support. Most of the v2 activities remained untouched in v3, but some significant changes in terminology were introduced in order to facilitate the expansion.

    Five volumes comprise the ITIL v3, published in May 2007:

    1. ITIL Service Strategy
    2. ITIL Service Design
    3. ITIL Service Transition
    4. ITIL Service Operation
    5. ITIL Continual Service Improvement

    Service Strategy

    As the center and origin point of the ITIL Service Lifecycle, the ITIL Service Strategy volume[11] provides guidance on clarification and prioritisation of service-provider investments in services. More generally, Service Strategy focuses on helping IT organisations improve and develop over the long term. In both cases, Service Strategy relies largely upon a market-driven approach. Key topics covered include service value definition, business-case development, service assets, market analysis, and service provider types. List of covered processes:

    • Service Portfolio Management
    • Demand Management
    • IT Financial Management

    Service Design

    The ITIL Service Design volume provides good-practice guidance on the design of IT services, processes, and other aspects of the service management effort. Significantly, design within ITIL is understood to encompass all elements relevant to technology service delivery, rather than focusing solely on design of the technology itself. As such, Service Design addresses how a planned service solution interacts with the larger business and technical environments, service management systems required to support the service, processes which interact with the service, technology, and architecture required to support the service, and the supply chain required to support the planned service. Within ITIL v2, design work for an IT service is aggregated into a single Service Design Package (SDP). Service Design Packages, along with other information about services, are managed within the service catalogues. List of covered processes:

    • Service Catalogue Management
    • Service Level Management
    • Risk Management
    • Capacity Management
    • Availability Management
    • IT Service Continuity Management
    • Information Security Management
    • Compliance Management
    • IT Architecture Management
    • Supplier Management

    Service Transition

    Service transition, as described by the ITIL Service Transition volume, relates to the delivery of services required by a business into live/operational use, and often encompasses the “project” side of IT rather than “BAU” (Business as usual). This area also covers topics such as managing changes to the “BAU” environment.

    List of processes:

    • Service Asset and Configuration Management
    • Service Validation and Testing
    • Evaluation
    • Release Management
    • Change Management
    • Knowledge Management

    Service Operation

    Best practice for achieving the delivery of agreed levels of services both to end-users and the customers (where “customers” refer to those individuals who pay for the service and negotiate the SLAs). Service operation, as described in the ITIL Service Operation volume,[14] is the part of the lifecycle where the services and value is actually directly delivered. Also the monitoring of problems and balance between service reliability and cost etc. are considered. The functions include technical management, application management, operations management and Service Desk as well as, responsibilities for staff engaging in Service Operation.

    List of processes:

    • Event Management
    • Incident Management
    • Problem Management.
    • Request Fulfilment
    • Access Management

    Continual Service Improvement (CSI)

    Aligning and realigning IT services to changing business needs (because standstill implies decline).

    Continual Service Improvement, defined in the ITIL Continual Service Improvement volume,[15] aims to align and realign IT Services to changing business needs by identifying and implementing improvements to the IT services that support the Business Processes. The perspective of CSI on improvement is the business perspective of service quality, even though CSI aims to improve process effectiveness, efficiency and cost effectiveness of the IT processes through the whole lifecycle. To manage improvement, CSI should clearly define what should be controlled and measured.

    CSI needs to be treated just like any other service practice.There needs to be upfront planning, training and awareness, ongoing scheduling, roles created, ownership assigned,and activities identified to be successful. CSI must be planned and scheduled as process with defined activities, inputs, outputs, roles and reporting.

    List of processes:

    • Service Level Management
    • Service Measurement and Reporting
    • Continual Service Improvement



    Brandhouse, part of the Diagio group is responsible to importing and marketing most of South Africa’s top alcohol names like Jonny Walker, Jack Daniels, Amstel and Heineken Beer.


    • Implement an ITIL solution that would assist with following best practice
    • Improve the ability to report on data more accurately and quickly
    • Make use of dashboards rather than just reporting that may be outdated
    • Speed up the time it take to log support and other BSM calls
    • Web based solution that included a customer facing self service component

    Brandhouse chose to implement Cherwell Service Management. With its 11 ITIL processes out the box and rapid speed to deploy they were up and running within 2 weeks of having purchased.



    SMPI Overview

    The Service Management Proficiency Index: Is a proudly South African initiative commissioned by the IT Service Management Forum of South Africa (itSMFsa) in 2009.

    It is a programme and tool to enable organisations to measure IT proficiency, identify inefficiencies and drive improvement initiatives.The SMPI consists of independent annual assessments, reporting capability and dashboards to highlight and manage an actions.

    The SMPI empowers IT to deliver high quality, sustainable, cost effective services, allowing business to focus on core competencies to meet their strategic targets. Best practice enables Business and SMPI enables best practice.


    You cannot manage what you cannot measure….
    The SMPI Assessment provides a means to measure your level of IT Service management proficiency from a strategy, capability and maturity perspective.


    Gain insight and visibility of your entire IT Service Management proficiency levels with a dashboard view of your ITSM processes and functions


    Make use of a comprehensive action realization plan to manage ITSM improvements


    Find out more

    Our product demos provide you with an overview about implementing an integrated ITIL Ready Service Management solution (including Incident, Problem and Change Management). We offer 3 ways to evaluate our product and can customize any demonstration to fit your needs.

    Click on the links below to setup a time for your demo.


    ITIL Process Lifecycle

    ITIL Best Practices

    With our Service Management tools you have the option of implementing as much or as little ITIL®-best practices out-of-the-box, with all included with the software. Purchasing a software system that does not fully embrace ITIL would be like hiring a CPA that has never heard of GAAP (Generally Accepted Accounting Principles). The  ITIL content was designed and validated by ITIL-Certified Professionals and verified by Pink Elephant. If you choose not to fully embrace ITIL in all respects, our tools unparalleled customization lets you fit the solution to your needs, using as much or as little of our out-of-the-box content as you desire. We can even configure and implement “ITIL Starter” content to let you get your feet wet.

    Implement as much or as little as you want.

    And although many organizations have yet to implement the ITIL framework, most CIO’s recognize that implementing the ITIL framework allows for a foundation of establishing best practice procedures. The challenge most CIO’s face is how to get from where they are to where they desire to be. The good news is that our tools provides the flexibility to implement as much or as little ITIL based processes as you desire, adapting your current processes as needed while at the same time beginning the migration to ITIL based processes.

    Remarkable ease at a minimal cost.

    ITIL is a framework; it is not a step-by-step detailed methodology. Therefore, a software system and its ITIL framework cannot be “hard-coded”, although many competitive solutions seem hard-coded because the ability to configure their software to meet your procedures is difficult and expensive. With our ITSM tools, you are able to configure and implement your organization’s detailed procedures with remarkable ease and minimal cost.

    The process of adopting and adapting to ITIL does not have to be mandatory or overwhelming. Since we develop in tools like FrontRange ITSM and Cherwell Service Management with ITIL in mind, the implementation of ITIL can be easy! And the benefits for your organization will be substantial.