Expedites Common Incident Resolution and Reduces Service Desk Costs
COLORADO SPRINGS, CO, July 10, 2009—Cherwell Software (http://www.cherwellsoftware.com),
a leader in developing IT Service Management software solutions that
bring enterprise-level functionality at a mid-market price, today
announced Self-Service Password Reset capability has been added to
Cherwell Service Management, expediting incident resolution and thereby
reducing service desk calls and cost.
“By many accounts, upwards of 75% of calls to the service desk 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. Once authenticated, the user can securely change or reset their password and they will be automatically notified via e-mail that their password has been reset. Additionally, an Incident is automatically created and closed, ensuring that proper metrics can be tracked. 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. Internet Explorer®, Safari®, Firefox or Chrome™ on Windows® as well as MacOSX® and graphical Linux
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.
