The software is designed for IT support professionals and offers out of the box functionality based on ITIL v3 best practice and unmatched flexibility for users wishing to customize screens, workflow processes and build new business applications leveraging Cherwell’s unique CBAT (Codeless Business Application Technology) platform.
Tony Probert, UK Managing Director, said: “Our ITSM solution is a world away from what the UK market has experienced so far; we’re offering a full ITIL v3 tool which is not only easy to customize, but powerful, intuitive, and cost-effective.” Tony Probert was previously responsible for FrontRange’s European operations as Managing Director and can claim over 18 years in the IT service management sector.
The first of the two contracts to be signed is with Bloxx, the enterprise Web filtering company, which has purchased a solution to support its UK customer base. It anticipates extending use to its offices in Holland, Australia and the US in the near future. Mark Smith, Operations Director, Bloxx, said: “We’re swapping out an established and well-known help desk package as Cherwell promises to help us continue to improve our customer service. Not only is the software more powerful, it’s extremely flexible and makes building new workflow models easy and quick. We’re planning a number of significant improvements to our IT service management approach now we have Cherwell on board.”
Cherwell District Council, located in Oxfordshire and with no commercial connections to Cherwell Software, has also parted company with a well-known service desk solution to move to the fully ITIL centric Cherwell Service Management solution. The objectives for the District Council were to develop new procedures based on ITIL best practice with a focus on improving customer service via enhanced incident and problem management systems, improved management reporting allowing ICT management to target resources more effectively and the use of self service to bring greater efficiency to the team and improving communication to the Council’s user community.
Pat Simpson, head of customer service and information systems, explains: “We did extensive research of available solutions before deciding Cherwell Software was the best way to go. We have a strong philosophy of continuous improvement and our old software was not up to the new challenges we were setting ourselves. As we are publicly accountable for costs we were also keen to ensure that our choice represented excellent value – which Cherwell certainly does.”
The Cherwell Service Management solution is available via the traditional license model, or alternatively, on demand in a Software as a Service (SaaS) subscription model . To ensure excellent levels of service and support, Cherwell Software has appointed CRMWorks, IT Service Management and service desk specialists, as its full service delivery partner and is working closely with them to ensure that both contracts are delivered successfully and speedily.
About Cherwell Software
Cherwell Software (cherwellsoftware.com) is the developer of Cherwell Service Management™ – an integrated service management software solution for IT and support professionals. Cherwell Service Management™ was designed, from the ground up, using Microsoft’s .NET technology and out-of-the-box ITIL best practices. With fully-integrated Pink Elephant verified modules such as Incident Management, Problem Management, Change Management, Release Management, Configuration Management, and Service Level Management - just to name a few, Cherwell Service Management™ provides a holistic approach to service management, allowing IT and support departments to align themselves with the businesses they support. Cherwell Service Management™ offers enterprise power with mid-market prices and ease of use. Cherwell Service Management™ customers in the US include such companies as TV Guide, The Weather Channel, Ent Federal Credit Union, The University of Minnesota, Hallmark Services and Ohio State University.
Headquartered in Colorado Springs, with European offices in UK, Cherwell Software was founded, and is managed, by a team of industry experts – including the former CEO of FrontRange Solutions, the former Chief Architect of FrontRange’s HEAT® and ITSM™ product lines, and the original founder and past CEO of the Help Desk Institute (HDI). We are passionate about customer care, and dedicated toward “building innovative technology based on yesterday values.”
ITIL is a Registered Trademark, and a Registered Community Trademark of the Office of Government Commerce. Cherwell Service Management™, Cherwell Service Desk™ and the Cherwell logo are the property of Cherwell Software, Inc. Other products, brands and trademarks are property of their respective owners/companies. Any rights not expressly granted herein are reserved.