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”