Out of all the industries, higher education may perhaps suffer the most from disparate service desks and diverse types of customers. Think of faculty, administration, staff and students and all the different services they require and the support they expect. Is it possible to bring all IT support into a single service desk offering, and more importantly, why should you?Read More
Knowledge management is a facet of IT Service Management (ITSM) that is often either overlooked or put in the ‘too hard’ basket. However, having an efficient means of capturing and sharing wisdom within IT and with the business is one of the most critical components of a successful ITSM strategy.
We all have a job to do. We all rely on IT services to get our jobs done. When IT services don’t work, you can’t get your job done.
Do you care about metrics that indicate the service desk is usually good at fixing things? Or do you just want the service desk to work again?Read More
As part of our recent interviews with tool implementation experts, we had a discussion with Karen Ferris about how a team’s capacity for change impacts the success of even the best planned IT change.
It is frustratingly common for changes that seem to have had every feasible step taken to ensure success, fail to deliver the desired benefits. When you are confident that all the technology aspects of the change have been explored, tested and delivered without issue, then it is more than likely that the problem can be found in the way the change has been presented, socialized and accepted by the people in the organization.Read More
The concepts around tool implementation and the adoption of best practice have, thankfully, matured in recent years. It is now well accepted that a big-bang approach to an IT service management (ITSM) program is not the best way to achieve an improvement. Gone are the days when an enthusiastic service management proponent would advocate launching multiple ITSM processes in one ‘big-bang’.
Cherwell Software™ recently announced the official opening of its new office in Germany. So, the other day, I sat down with Matthew Neigh, the person leading this office opening and expanded team, to learn more about why Germany. Matthew is the Director of EMEA Sales for Cherwell Software.
Q: Tell us a little about the IT service management (ITSM) market in Germany and why Cherwell sees an office in Germany as a key growth opportunity?Read More
From February 15-18, Pink Elephant will be hosting its well-respected IT service management (ITSM) conference and exhibition at the Bellagio Hotel in Las Vegas. As Cherwell Software™ gears up for this year’s conference, I talked to Cherwell’s Marketing Events Manager Heidi Wickenhauser to get a sneak peek into Cherwell’s participation at this year’s event.
Why is Cherwell returning to Pink15?Read More
Yes, it’s true. Our customers are our first thing. If you’re a Cherwell customer, you know this. This is the Cherwell culture. This is one reason why we organise and host customer conferences packed with highly relevant and beneficial information combined with ‘real world’ tips our customers can take back to their organisations. Yes, we want to inspire our customers, motivate them, offer opportunities to network with fellow Cherwell customers and Cherwell staff, but we also want to help our customers get the most out of their Cherwell solutions.Read More
Years ago, in the UK, the music charts were called “The Hit Parade,” which reflected record sales and thus which singles were hits with every band vying for the coveted number one spot. When the charts were released each week, fans would debate the chart positions for hours. How else would you know what was cool? This concept still exists today except it now reflects digital downloads.
So what does this have to do with IT service management? Does the ITSM profession have numbers or charts to relate to and discuss?Read More
Change is always scary – especially when you tender your resignation to one of Glassdoor’s Top 20 companies to work for after having worked there for 10 years. When I’m asked why I left, I’m quick to remind people that it’s not about what I left, it’s about what I joined.
The difference seems slight but is significant. I joined Cherwell Software for five reasons: Customers, Culture, Character, Codeless Design and Choice.Read More