COLORADO SPRINGS, CO--(Marketwired - Aug 17, 2015) - Cherwell Software today announced the general availability of the newest version of Cherwell Service Management® software that enables IT to quickly and easily adapt to today's ever-changing business landscape. With the power to more easily configure and customize Cherwell Service Management implementation, IT organizations can enhance the user experience while increasing productivity to better utilize scarce resources.
"We are excited to provide customers with the means to design their own Cherwell experience," said Josh Caid, vice President of Cherwell Product Management. "We heard from our customers that they need to more easily customize their Cherwell Service Management environment, thus our focus in this release on the self-service portal and theme editor. We want our customers to be in a position to drive better utilization, from both IT and the business."
According to Gartner, "IT self-service can address close to half of contacts made to the IT service desk (such as technical support, IT equipment ordering and password reset requests). Currently, 34% of IT organizations provide IT self-service, and an additional 40% are planning to implement it over the next 18 months. Analyst inquiries on IT self-service and IT service support topics indicate that no more than half will successfully complete these activities. By 2017, half of IT organizations will offer IT self-service to business users as an alternative method of contact to phone and email, up from a third in 2014."
"It is critical to co-create the self-service offering with your business leaders (who pay for the service) and the business user community (who use the service). Timing is crucial when it comes to gathering feedback; often this is left until the user acceptance testing phase of IT self-service rollout, which is far too late to make any significant changes in design or usability," wrote Chris Matchett, research director at Gartner, et al. "Directly involve key members of your end-user community in any tool selection and portal design process."
The latest version of Cherwell Service Management software delivers the following features and capabilities:
New Look and Feel and Ease of Use:
Higher Levels of Customization to Address Usability:
Compliance and Controls to Strengthen Data Security:
Improved Scalability and Performance:
The new release also includes improvements to out-of-the-box best practices and reporting capabilities, in direct response to customer feedback.
About Cherwell Software
Cherwell Software is the developer of Cherwell Service Management®, an award-winning business technology and IT service management (ITSM) platform recognized by leading industry analysts worldwide. Express Software Manager is our new, award-winning IT asset management software. Cherwell customers are part of a fast-growing, caring community using Cherwell software to implement both ITSM solutions and business technology that goes beyond ITSM. Cherwell Software has the deepest expertise in the service management industry, including a global network of expert partners currently serving customers in more than 40 countries. Corporate headquarters are in Colorado, USA, with offices in EMEA and Australia.