Product News and Announcements

Cherwell Software, the developer of the most configurable and customizable service management system in today’s market, is honored to be amongst a select group of finalists for Pink Elephant’s 2009 Innovation of the Year Award.

“Pink Elephant is proud to announce that Cherwell Software has been selected as one of three finalists for the 2009 Innovation of the Year Award.  This award recognizes the most innovative ITSM products and services released in 2009.  As a result of its selection as an Innovation of the Year finalist, Cherwell becomes a member of a very elite group.” –George Spalding, Executive Vice President, Pink Elephant.

At the core of Cherwell Software’s innovation is the dedication to servicing the industry with a software platform as well as returning to the values of world-class customer service.

Vance Brown, Cherwell’s Chairman and CEO responds, “You know you’re doing something right when your passion to provide solutions that make our customers’ jobs easier catches the attention of industry leaders and peers alike.  It’s an honor to be recognized.  Some might ask, ‘Why is Cherwell innovative?’ It’s because we have developed an IT platform that offers not just configurability, but the true ability for IT to easily customize applications with seamless upgrades … no kidding!  This is a game-changer in our industry.  We offer Pink Verified ITIL content out-of-the-box, but our customers can then make unlimited modifications and enhancements – including the ability to easily build entirely new applications on our platform, which we call Codeless Business Application Technology (CBAT). And because of our innovation, we are able to offer this technology as both software-as-a-service (SaaS) and traditional on-premise delivery models—all at very affordable rates. We look forward to growing relationships and servicing the ITSM marketplace with continued innovative thinking in the days and years to come.”

Cherwell Software offers the most compelling value on the market today, incorporating the latest enterprise-class scalability, configurability and integration technology. To sample the power and adaptability behind such innovative thinking, we offer no-cost, no-obligation personal demos via webcast.

The winner of the prestigious Innovation of the Year award will be announced at Pink Elephant’s 13th Annual IT Service Management Conference and Exhibition in Las Vegas at the Bellagio on Tuesday, Feb. 24.

Cherwell Software will be available for demos and more at Booth #409 throughout the conference. Come by for a chance to win an iPod Touch® and learn more about the power behind one of the industry’s most innovative ITSM providers.

The combination of a concurrent license structure and a 60-day guarantee on Cherwell's ITIL and Pink Verified IT Service Management software creates a unique offer allowing organizations to find the optimal number of needed licenses as they exit costly 'legacy' systems that required 'named' licenses.

Cherwell Software, a leader in developing ITIL and Pink Elephant Verified IT Service Management software solutions delivering enterprise-level functionality at a mid-market price, is shaking up the traditional licensing model in the Service Management marketplace, and being noticed overseas, with a unique and innovative guarantee and licensing structure.

Cherwell offers both the SaaS On-Demand and the On-Premise solution in a concurrent license structure which allows multiple users to access the licenses. In addition, the software has the ability to 'reserve' licenses for specific individuals who must always have access. Cherwell also offers a 60-day money back guarantee including return of unused or unneeded licenses.

Building innovative technology based on yesterday values

"As more and more organizations select Cherwell, we've found they often have a hard time determining the number of concurrent licenses they may need because the industry has long had a restrictive and costly 'named license' approach." said Vance Brown, Cherwell CEO. "The innovative approach of Cherwell's concurrent licensing combined with our 60-day guarantee, allows an organization to find the optimal ROI balance of needed licenses in the first 60-days of deployment."

The flexibility in terms of licensing and deployment has been noted by Stephen Mann and Chandranshu Singh of the Butler Group, Europe's leading IT Research & Analysis organization in a recent Technology Audit of Cherwell, "organisations can leverage Cherwell's delivery flexibility and license to deploy the solution 'on premise', access it on demand in a Software-as-a-Service (SaaS) subscription model, or employ it delivered as a managed service. The product is mostly sold with concurrent user licenses; however, organisations may alternatively opt for reserved licenses which are similar to named-user licenses except that they can be transferred to other persons within the organisation if required."

The full Butler Group Technology Audit report is available at: http://www.cherwellsoftware.com/analyst-reviews.

Cherwell offers a variety of webinars, including industry overviews such as Higher-Ed, Healthcare and Call-Centers; sign-up is available on-line at www.cherwellsoftware.com/webinar. Webinar attendees are eligible to receive a free copy of the $189 valued, HDI sponsored, DVD titled "ITIL and the Service Desk" by industry icon Malcolm Fry.

Interested parties may also visit Cherwell at the itSMF USA Fusion 2009 conference in Dallas, September 20-22, 2009 at Booth #2121. Follow Cherwell Software on the social web for breaking ITSM news and stories from around world at http://www.twitter.com/cherwell_CSM.

About Butler Group

Butler Group is the IT End User division of Datamonitor Plc and is a leading provider of Information Technology research, analysis and advice. Founded in 1990, with headquarters in London, England, Butler Group is respected throughout the business world for the impartiality and incisiveness of its research and opinion, for more information see www.butlergroup.com.

US-Based Company Replaces Leading Service Management Software Solution with Cherwell; Documented Total Benefits Exceed $840,000!

Cherwell Software, a leader in developing ITIL® and PinkVerify™ IT Service Management software solutions that bring enterprise-level functionality at a mid-market price, commissioned Forrester Research to conduct their Total Economic Impact™ (TEI) study for an enterprise organization who has implemented Cherwell Service Management software. Forrester Research noted “the ROI for the organization is 108% with a break-even point (payback period) of 9.7 months after deployment.”

The case study featured an enterprise company that replaced a leading legacy service management software solution with Cherwell Service Management. The Forrester TEI study found, ‘the main quantified benefits for the organization were: 1) productivity savings from improved service management processes such as incident and problem management; 2) the avoidance of software maintenance fees due to the replacement of the previous purchased service management solution; 3) the avoidance of administrative costs from the previously purchased service management solution; and 4) additional savings from development of a project and portfolio management solution using Cherwell Service Management. These benefits comprise a net present value (NPV) of $842,182 over a three-year analysis.”

The study went on to document, “the main modules the organization uses are Incident Management, Problem Management, Knowledge Management, CMDB and Service Catalog. While the organization initially intended to deploy Cherwell out of the box, as the organization refined and improved its processes, it realized that it needed a more customizable approach. The organization confirmed that the flexibility and configuration capabilities of Cherwell Service Management allowed it to easily implement these customizations without needed to find software developer resources. As the ITSM systems administrator for the organization noted, “ITIL is a framework; you still have to understand the concept and see how you can apply it in your company to create value. This is where I’m glad [we chose Cherwell Management], as it was easy to customize and simple to implement. The tool is so powerful and flexible. We have this infrastructure in place that if there is a business need, the first question is ‘Can we do that in Cherwell?”

The Forrester TEI Study documents the savings and benefits, including improved reporting, improved accountability and better perception of IT through improved customer service, along with additional details. The full report is available for download at http://www.cherwellsoftware.com/analyst-reviews.

Partnership Highlights Cherwell’s Commitment to Improving the IT Service Management Industry!

Cherwell Software, a leader in developing ITIL® and PinkVerified™ IT Service Management software solutions that bring enterprise-level functionality at a mid-market price, reached agreement with ServiceSphere, for formal sponsorship of ServiceSphere’s Thought Leadership Webinar Series, an on-going series of provocative, thought leading seminars on a variety of topics germane to the advancement of the IT Service Management profession. ServiceSphere is an independent industry resource organization dedicated to grassroots information for IT professionals of all levels. As an independent organization, ServiceSphere does not align itself with any Service Desk Software Vendors as resellers and is proud to be Service Desk agnostic.

View the Fall/Winter Schedule

“Cherwell is delighted to become the flagship sponsor of ServiceSphere’s Thought Leadership Webinars given that these highly informative and thought-provoking sessions help the IT Industry think outside the box,” stated Vance Brown, CEO of Cherwell Software, “ServiceSphere isn’t afraid to challenge the status quo in its quest to continually examine, rethink, redefine and improve the role of IT and Service Management, and this approach fits in well with the cutting edge capabilities of Cherwell Software.”

“Not every software company ‘gets’ the seismic changes trembling below the surface of the Service Management industry,” noted Chris Dancy, Founder of ServiceSphere, “and we’re thrilled that one of those that does, Cherwell Software, is willing to sponsor our thought provoking webinars.”

About ServiceSphere

With over 20 years of experience, ServiceSphere is one of the most established and respected international providers of IT Marketing Management and encompassing IT Service Management, Customer Service Solutions and Thought Leadership. ServiceSphere now has over 100 customers around the world. Its headquarters are located in the United States, with offices in the Europe and Asia Pacific. For further information, please visit their website at http://www.ServiceSphere.com

If You Thought Flexibility was Important Today…The Future Will Demand It!

Cherwell Software’s European Managing Director, Tony Probert, has been interviewed and featured in the Thought Leadership section of the November/December 2009 issue of VitAL, Europe’s cutting edge publication for IT professionals.

The topic of the article is “The Flexible Service Desk” where Tony notes that today’s service desk and the software being used, must be flexible enough to meet the ever changing needs of customers and the business, if a service desk is incorporating best practices.

Probert argues that for an effective service, “The four key issues will be: self-service; resolution at first call; reduced cost; and improved service. The service desk has to be able to put content in place to make all this possible and without the service desk building it well, it won’t work. If the current service desk software is not offering this level of functionality, the users will look for ones that do…..it isn’t unreasonable to expect that service desk software should be flexible and adaptable enough to flex sufficiently to accommodate unexpected future demands.”

Read the entire interesting and thought-provoking article at: http://www.vital-mag.net/2009/11/the-flexible-service-desk.

About VitAL

VitAL Magazine http://www.vital-mag.net is a bi-monthly publication that looks at the various key elements, attitudes, and trends of modern IT management and the impact this has on the business. Due to the uplifting, clean, and dynamic approach of the editorial the VitAL Magazine brand has become synonymous with cutting edge content that pushes boundaries and challenges its readers.

Cherwell Software Provides Unprecedented Power, Flexibility and ROI for the Critical Role of IT Service Management Support

Cherwell Software, a leader in developing IT Service Management software solutions that bring enterprise-level functionality at a mid-market price, will be exhibiting at the annual HDI Service Management 2009 Conference & Expo (www.thinkhdi.com/sm2009) taking place at Hyatt Regency Crystal City, Arlington, VA, November 9-10, 2009.  Cherwell will be located at Pedestal #326.

The HDI Service Management Conference themed "Focusing on the Critical Role of Support in Service Management”, features opportunities for IT Professionals to learn from industry experts on topics such as implementing best practices in service restoration to developing the business case for service management programs. The exhibit hall will feature the latest tools and technologies for IT service desk organizations. 

Vance Brown, CEO of Cherwell suggested, “It is ideal that the HDI conference theme is focused on the critical role of support in Service Management as Cherwell provides unprecedented power, flexibility and ROI for IT organizations to meet their needs quickly and easily and still never outgrow Cherwell’s ITIL PinkVERIFY certified Service Management software, whether the deployment method is SaaS or On-Premise.”

“…We’ll be demonstrating the unprecedented power, flexibility and ROI of Cherwell Software…" -Vance Brown, CEO Cherwell Software

Visitors are encouraged to explore the many benefits of Cherwell by visiting the Cherwell team at Pedestal #326 and register to attend a free webinar and receive a free copy of the DVD titled “ITIL and the Service Desk” by industry icon Malcolm Fry, valued at $189.

Award Winning Industry Veteran To Champion Commitment To Customer Satisfaction And Client’s Return On Investment Through Cherwell’s Innovative Software Technology

Cherwell Software has announced the appointment of Carrie Cornella, Director of Client Relations, based at the company’s Headquarters in Colorado Springs, Colorado. Carrie will be responsible for all aspects of client relations, insuring the highest degrees of customer satisfaction and support as customers utilize the innovative and tremendously powerful ITIL and Pink Verified Cherwell IT Service Management/Service Desk software to improve and mature their IT Support functions.

With over 25 years in management, customer relations, and services consulting, Carrie has worked with organizations to successfully increase customer satisfaction, customer retention and customer loyalty within diverse industries such as manufacturing, educational and professional services, legal services, and the software marketplace. Her previous experience includes serving as the Executive Vice President of Worldwide Customer Services at FrontRange Solutions, Inc. where she demonstrated success in substantially increasing services revenues while improving customer satisfaction levels. During Carrie’s tenure there, services revenues grew by more than 5000% and renewal rates increased by more than 100%.

Other notable leadership roles include positions with Intuit, Inc., Holland and Hart, and Blue Ocean Software. Her wide ranging experience also includes 13 years with TRW Inc. in management positions including video teleconferencing, program management, marketing and human resources.

“With Cherwell’s rapid and remarkable growth, we are extremely fortunate to bring Carrie Cornella into our organization at this critical juncture as the internal leader and champion of our Client Relations and Satisfaction team” said Vance Brown, CEO of Cherwell Software. “Carrie is the perfect blend of professionalism and integrity to help us maintain our core values of consistent performance based on perpetually true values and exceeding customer expectations. We know that our customers will find Carrie to be an immediate and pro-active addition to the Cherwell organization.”

“I feel so fortunate to be part of a very special team of like-minded professionals that are being assembled into a world-class organization at Cherwell” noted Carrie. “Because of the commitment to the customer demonstrated by every member of the Cherwell team, I expect that every day will be a rewarding experience for me and our entire customer base. This organization is well positioned to deliver on its promise to redefine the IT Service Management software industry and I’m delighted to be part of the team!”

Carrie’s commitment to providing exceptional and world-class customer support has been recognized in a variety of industry awards, including the Association for Service Management International’s Professionalism in Service and Support Award, the Better Business Bureau’s Excellence in Customer Service Award, and the TRW Avionics and Surveillance award for Outstanding Achievement.

Provides Unprecedented Power & Flexibility in Optimizing IT Service Management for Business Success

Cherwell Software, a leader in developing IT Service Management software solutions that bring enterprise-level functionality at a mid-market price, will be exhibiting at the annual itSMF-UK ‘09 IT Service Management Conference (www.itsmf.co.uk/Conference09) taking place at Hilton Birmingham Metropole in Birmingham, UK, November 9-10, 2009. Cherwell will be located at stand P01 in the Palace Suite of the conference exhibition.

The itSMF UK Conference, themed "Optimizing IT Services for Business Success”, is the World's Leading IT Service Management event and has been for an unprecedented 18 years. This two-day event brings together the very best from the IT Service Management world under one roof, features 60 seminars and interactive sessions and is unparalleled in its access to the leading minds and trends with the IT sector.

“We’re delighted to be participating in this prestigious event,” commented Tony Probert, Managing Director of European Operations for Cherwell “especially given the recent praise of Cherwell Service Management by the Butler Group in their Technology Audit.” (free download of report at Butler Group Technology Audit).

Vance Brown, CEO of Cherwell suggested, “It is perfect that this conference theme is focused on optimizing IT Services for business success as this is the central concept upon which Cherwell was built. We are certain there is no better time to highlight the unprecedented power and ROI in our ITIL PinkVERIFY certified Service Management software, whether the deployment method is SaaS or On-Premise.”

Visitors are encouraged to explore the many benefits of Cherwell by visiting the Cherwell team at Stand #P01 and register to receive a free copy of the DVD titled “ITIL and the Service Desk” by industry icon Malcolm Fry, valued at $189/£125.

IT service desks across the UK and Europe are being urged by the Service Desk Institute (SDI) to celebrate the importance of excellent customer service by taking part in IT Service Week – October 5-9.  IT Service Management solution provider Cherwell Software is a one of two marquee sponsors ssupporting SDI with the launch of the first IT Service Week in Europe.

Similar to the increasingly popular National Customer Service Week initiative which has been celebrated since 2001, the Service Desk Institute is calling all IT service desks and support teams to get involved in IT Service Week and promote the excellent service they give to their customers, both internal and external.

Activities to promote the service desk could include job swaps between frontline analysts and management, fancy dress or themed days, PC support drop-ins, IT support road shows and inviting customers to nominate their IT service ‘hero’.

The main purpose of IT Service Week is to:

• highlight the dedication of the entire service desk team – first line, second line and field engineers in delivering great customer service
• let work colleagues and customers know how vital the role of the IT support analyst/engineer is and that the IT service team committed to meeting and exceeding customer expectations
• ‘blow the trumpet’ of the IT service desk staff who work hard and go that extra mile to ensure the technology in their business continues to function
• boost the morale and teamwork of the IT service desk
• recognize and reward those teams and employees who deserve it

“We know how much IT service and support teams care about the service they provide to their colleagues and customers; now we want them to show it,” says Howard Kendall, founder and chairman of SDI. “IT Service Week offers service desks the perfect opportunity to showcase the superb work of their patient and hard-working analysts and engineers and show exactly how much they contribute to keeping their businesses, or their customers’ businesses, running.”

“Cherwell is delighted to be a flagship sponsor of the first IT Service Week” said Tony Probert, Managing Director of UK operations of Cherwell Software “we understand the challenges and infinite number of details that are required to provide excellent IT service, as evidenced by the robust capabilities and configurability of our ITIL-based IT Service Management software.”

Howard Kendall adds “SDI is committed to recognizing the talent, commitment and achievements of IT service professionals and we are delighted to welcome aboard Cherwell Software as one of our two main supporting partners, in helping us to bring this ground-breaking industry-wide initiative to life.”

About Cherwell Software, Inc.
Cherwell Software 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 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.” Please visit www.cherwellsoftware.com for more information about Cherwell Software.

About The Service Desk Institute (SDI)
Founded in 1988 by Howard Kendall, the Service Desk Institute (SDI) is the leading authority on service desk and IT support related issues, providing specialist information and research about the technologies, tools and trends of the industry. It is Europe’s only support network for IT service desk professionals, providing service management consulting, customized training courses and qualifications.

Acting as an independent adviser, SDI captures and disseminates creative and innovative ideas for tomorrow's service desk and support operation. SDI sets the standards for the IT support industry and is the conduit for delivering knowledge and career enhancing skills to the professional community.

It also offers the opportunity for international recognition of the support centre operation through a site certification audit programme. SDI members span numerous industries and include Asda, AOL, Body Shop Direct, Bank of England, Barclays Bank, Foster & Partners, Fujitsu, IPC Media, Norfolk Constabulary, O2, T K Maxx, United Biscuits, Virgin Media TV and Vocalink Ltd. Further information about SDI can be found at www.sdi-europe.com.

The original developer of FrontRange’s HEAT Help Desk product and former Software Developer with Configuresoft Now Charged with Next Generation Technology Development for Cherwell Software’s IT Service Management

Colorado Springs, CO – September 28, 2009 - Cherwell Software has announced the appointment of David Russell, Lead Software Architect, based out of Colorado Springs, Colorado. David will be responsible for advanced technology development of Cherwell Service Management Suite including Cherwell's next generation IT Service Management mobile platform for Apple's iPhone.  David will report directly to Arlen Feldman, Vice President - Technology.  David joins Cherwell Software from Configuresoft, an EMC company, where he was in Product Development. 

With over 25 years in software development, most recently having been with Configuresoft, an EMC company, David has been responsible for some of the most significant innovations in IT Service Management software.  His accomplishments include design and architecture, as the original Chief Architect, for the first DOS and Windows versions of FrontRange Solutions HEAT software.  "We broke new ground when we introduced HEAT, where based on user feedback, we created the first user definable software for Help Desks.  With CBAT (Codeless Business Application Technology) at Cherwell, the bar has been raised beyond anything I could have dreamed of before" said David Russell.  “My experience with early innovation in tablet PC and touch screen technology with Qubit Technology will come full circle as I have the privilege of heading Cherwell’s iPhone and next generation technology effort.  This is an exciting time to be part of Cherwell as we completely recast the idea of a customer centric solution for the ITSM market.” 

“We are delighted to have someone of David's caliber join our global team,” said Vance Brown, CEO, Cherwell Software. “David's advanced knowledge of IT Service Management Software and technological expertise in .NET and meta-data will strengthen our capabilities and success in the IT service management space. I am confident that David will make a valuable contribution to our team and to our customers.”

“Cherwell Software has significant market potential with Cherwell Service Management, especially as it pertains to ITIL and customers adopting best practices in IT service management,” noted David. “I’m excited to be involved with a company that treats its customers as partners rather than merely sales figures.”

"David is always on the cutting edge of innovation, we are thankful he is joining our brilliant team" said Arlen Feldman, Vice President of Technology.  "With our ground breaking SaaS 3.0 framework and our CBAT technology, customers are truly bridging divides in their organization. David brings to our team a new level of excitement and expertise around our mobile technologies and the industry disruptive release of Cherwell Service Management 3.4, which is coming soon!”