Product News and Announcements

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!”

Cherwell Software, the developers of Cherwell Service Management, continues to gather momentum in the UK by signing two significant contracts. 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.

Butler Group's Technology Audit praises Cherwell Service Management Software as a "very competent and well-rounded ITSM offering" for "mid-market to enterprise-level organizations." Recommends Cherwell should be considered by organizations looking to improve IT operations through the adoption of optimized ITSM processes and ITIL framework best practices. The audit highlights that Cherwell's Pink Elephant Verified solution "provides comprehensive functionality through an intuitive and uncluttered interface with notable aspects being its flexible delivery model, simple licensing structure, ease of use, customisability, and intuitive design."

COLORADO SPRINGS, Colo., September 14, 2009 - Cherwell Software, a leader in developing IT Service Management software solutions that bring enterprise-level functionality at a mid-market price, received a very favorable review in Butler Group’s industry leading, comprehensive Technology Audit and was noted as a “very competent….a well-rounded ITSM offering” for “mid-market to enterprise-level organisations.”

The Butler Group Technology Audit authored by Stephen Mann and Chandranshu Singh, summarized, “In Butler Group’s opinion Cherwell Service Management is a very competent ITSM offering that should be considered by mid-market organisations upwards looking to improve IT operations through the adoption of optimised ITSM processes and ITIL framework best practices.”

The audit went on to report, “Whilst Cherwell Service Management is targeted at, and competitively priced for the mid-market, its high level of customisability and extensibility, and its comprehensive functionality delivered through a simple and uncluttered interface also make it attractive to the Enterprise market.”

Butler Group recognized the power and flexibility of Cherwell noting, “Cherwell Software’s solution is an extensible platform: it not only offers service delivery management capabilities but also enables business users to add new functionality through customisable business process templates. This is enabled through what Cherwell terms ‘Codeless Business Application Technology’ or CBAT. CBAT’s scope extends from simple customisations to existing templates by business users through to complex business processes implemented by advanced users with the help of Web services-based APIs (for integration with other systems)…..Of particular note is the solution’s One Step Action feature which allows support staff to create a workflow for a single process by automating the execution of a series of oft-repeated tasks.”

“We are delighted that Stephen and his team recognized the power and flexibility of Cherwell by highlighting what we believe is a key differentiator with Cherwell Software – the ability to not only easily configure the existing content, but to extend the product to create virtually any other object or functionality – without writing code or using scripts.”

“In Butler Group’s opinion, deployment and pricing flexibility along with a low cost of ownership and out-of-the-box ITIL best practice-based functionality makes the Cherwell solution a very competent ITSM offering that should be considered by mid-market to enterprise-level organisations looking to improve IT operations through the adoption of optimised ITSM processes and ITIL framework best practices.”  Butler continued, “The solution provides comprehensive functionality through an intuitive and uncluttered interface with notable aspects being its flexible delivery model, simple licensing structure, ease of use, customisability, and intuitive design.”

“It was an honor to be reviewed by Europe’s leading IT Research & Analysis organization,” said Vance Brown, CEO of Cherwell Software.  “We are delighted that Stephen and his team recognized the power and flexibility of Cherwell by highlighting what we believe is a key differentiator with Cherwell Software – the ability to not only easily configure the existing content, but to extend the product to create virtually any other object or functionality – without writing code or using scripts.”   

The full Butler Group Technology Audit report is available at: Butler Group Technology Audit of Cherwell. 

In addition, Cherwell offers no-cost overview webinars; sign-up is available on-line at Cherwell Webinars.  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.

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 visit www.butlergroup.com.

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.
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.

Provides Unprecedented Power & Flexibility in Aligning IT as a “Business Partner”

COLORADO SPRINGS, Colo., September 11, 2009 - 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 itSMF USA Fusion 2009 taking place at Gaylord Texan Resort & Convention Center in Dallas, Texas September 20-22, 2009. 

The three-day convention (www.itsmfusion.com) is the largest, most comprehensive gathering of Service Management professionals. The event includes daily keynote presentations, eight tracks of breakout sessions, and more than 100 exhibits.  Additionally, itSMF USA continues to showcase the best in Service Management by bringing industry analysts from Forrester Research (www.forrester.com) and Gartner, Inc. (www.gartner.com) to this year’s distinguished panel of keynote speakers. 

"...there is no better time to highlight our unprecedented power and ROI in ITIL Service Management operations" -Vance Brown, CEO

“We’re pleased to be showcasing the power and flexibility of Cherwell Service Management at the itSMF USA Fusion conference,” commented Matt Neigh, Director of Services and Support at Cherwell.  “It’s always a delight to hear IT executives exclaim ‘You can do that? …  In less than three weeks implementation?!’, These kinds of responses make for a fun conference exhibit environment.”

Vance Brown, CEO of Cherwell suggested, “We feel right at home and look forward to participating in a conference that is focused on IT’s overall contribution to their businesses, and 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), we think there is no better time to highlight our unprecedented power and ROI in ITIL Service Management operations, 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 Booth #2121 and register to receive a free copy of the $189 valued, HDI sponsored, DVD titled “ITIL and the Service Desk” by industry icon Malcolm Fry.

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 UK offices in Brinkworth, England, 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.

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.

Provides Up to $4,500 Credit for Replacing “Clunker” Legacy Systems

COLORADO SPRINGS, CO, August 20, 2009 - Cherwell Software, a leader in developing IT Service Management software solutions that bring enterprise-level functionality at a mid-market price, announces the software version of “Cash for Clunkers.”  Organizations desiring to improve their Service Desk have a great incentive to look at Cherwell as the Cash for Clunkers program benefits organizations with legacy systems that have proven costly to operate and maintain, have met their limit in providing organizational effectiveness or don’t accommodate the ITIL framework.

Vance Brown, CEO of Cherwell commented, “Cherwell is offering this innovative promotion as a way to highlight the power, flexibility and great ROI that Cherwell provides.  The government Cash for Clunkers was designed to get old, inefficient cars off the roads and to stimulate the economy.  Our version of the wildly popular program intends to help companies get unshackled from their cumbersome legacy Service Management/Service Desk systems that are inefficient and costly to maintain……and at the same time use the power and ease-of-use of Cherwell’s platform to stimulate higher levels of organizational performance.”

Cherwell Service Management®, designed by industry experts, is a fully-integrated software solution for your service desk, help desk or customer call center.  Cherwell is a web-enabled product using Microsoft® .NET technology and out-of-the-box Pink Elephant® Verified ITIL® V3 best practices.  The product is available through a traditional licensing model (Cherwell On-Premise) or as a subscription service (Cherwell On-Demand), implementing the latest in the SaaS evolution - SaaS 3.0.  Either model supports a "browser-based" or "rich-client" user experience.

Cherwell is designed with the power needed by a global enterprise company – but with the pricing and ease-of-use of a mid-market solution.  Cherwell insures your satisfaction by offering a 60-day money-back guarantee.

Companies with antiquated and cumbersome “legacy” Service Management software that is often very costly to maintain will benefit from this program.  Cherwell’s Cash for Clunkers provides a $500 credit per seat (On-Premise licensing or with a 36-Month On-Demand SaaS Agreement) up to a maximum of $4,500.  Companies must complete a no-obligation registration at www.cherwellsoftware.com/cash-for-clunkers for eligibility.

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, Ohio State University, and Rosetta Stone.

Headquartered in Colorado Springs, 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.

Solves Higher Ed’s Most Frequent Reason for Service Desk Calls

COLORADO SPRINGS, CO, August, 18, 2009 - Cherwell Software, a leader in developing IT Service Management software solutions that bring enterprise-level functionality at a mid-market price, announced that Self-Service Password Reset capability has been added as standard functionality to Cherwell Service Management in the newest release 3.3.1.  This feature is particularly useful to the Higher Education market as it expedites incident resolution and thereby reduces service desk calls and cost.

"Less than 20% of universities surveyed [HDI's Salary Survey: 2009] use a self-service tool for IT support. With the implementation of Cherwell Service Management last year, WCU is in that top tier, providing very real savings to the university and faster results for the client." -Anne Vail, Director of Client Services, Western Carolina University

“According to our Higher Education customers, the single greatest reason for calls to their service desks are a result of forgotten passwords” says Vance Brown, CEO of Cherwell Software, “and considering HDI’s latest Practice & Salary Survey showing that Self-Service, on average, is $15 per incident lower cost than a phone call, it doesn’t take long before a customer can start realizing a significant ROI using Cherwell’s self-service password reset tool.”

After enrolling in the Self-Service Password Reset Program within Cherwell Service Management, the feature allows end-users the ability to quickly and easily reset their network password via a web browser from their own computer or that of someone else Organizations, and especially education institutions, now have a cost-effective and secure way to manage the most common user problem in virtually any IT Department.

Cherwell’s Self-Service Password Reset Features:

• Use standard security questions or even allow the end-user to create their own security question
• E-mail notification to the primary account and secondary account of the end-users choosing
• Automatically create and close an Incident for consistent and accurate metrics
• Works with any modern browser or OS – e.g. IETM, SafariTM, FirefoxTM or ChromeTM on WindowsTM  as well as MacOSXTM and graphical Linux

Cherwell offers a no-cost overview webinar specifically addressing Higher Education organizational needs, sign-up is available on-line at http://www.cherwellsoftware.com/education.  Webinar attendees are eligible to receive a free copy of the $189 valued Malcolm Fry, HDI sponsored DVD titled “ITIL and the Service Desk”.

About Cherwell Software, Inc.

Cherwell Software, Inc. was founded by a team of industry experts with decades of experience in Help/Service Desk/ITSM and CRM applications. Cherwell delivers a unique combination of state-of-the-art technologies with a focus and integrity that is refreshing. Cherwell doesn’t burden customers with complex and costly system implementations. Our core product, Cherwell Service Management (CSM), provides enterprise-level functionality for your mid-market investment. CSM was built from the ground up using Microsoft .NET technology and embraces industry best practices throughout. The built-in Cherwell development platform, based on CBAT (Code-less Business Application Technology), enables an IT staff to build any integrated business application without a programmer. As a true SaaS 3.0 solution - CSM deployment options range from traditional on-premise installations to 100% hosted. Learn more at http://www.cherwellsoftware.com.

Headquartered in Colorado Springs, Colorado, 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 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.