Product News and Announcements

Colorado Springs, CO, March 24, 2010 – Cherwell Software, Inc. (“Cherwell”), the developer of Cherwell Service Management™, today announced that its company was among the select companies that Forrester Research, Inc. invited to participate in its research report entitled, “Market Overview:  IT Service Management Support Tools.”  In this Market Overview, published March 22, 2010, Cherwell Software is cited by Forrester as an “Emerging Leader” in the IT Service Management enterprise space.

The report defines an Emerging Leader as, “These service desk management vendors have less visibility, less market share, and in some cases limited geographic coverage, but their scalability and functionality reach that of the megavendors. These vendors focus on the IT service desk customer and creating solutions that can be implemented relatively quickly. The solutions of these vendors have solid product functionality and features at a very competitive price.”

“We are honored that Forrester considers us an Emerging Leader,” said Vance Brown, CEO of Cherwell Software.  “Since our inception we have focused on providing organizations with enterprise power at an affordable price.”

Brown continues, “Traditional IT organizations are evolving.  Our customers will attest that the unparalleled ability to easily configure our Cherwell tool, together with its ease of use, affordable price, and choice in deployment (either On-Premise or On-Demand SaaS) are making us a market leader.”

The Forrester Report not only segmented the various Service Management Tools, it also discusses the changing role of the Service Desk and reviewed some of the key technologies being offered in leading Service Management Tools today.

Download a complimentary copy of this independent research report by clicking on this link.

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.

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.

Colorado Springs, CO, March 20, 2009 – Cherwell Software, Inc., Innovative Technology Built on Yesterday’s Values, today announced that its breakthrough help desk product, Cherwell Service Management™ - with Pink Verified ITIL V3 content - is now available through a “Software-as-a-Service” (“SaaS”) deployment model. This service is in addition to its already popular On-Premise deployment model.

Cherwell On-Demand is a SaaS model that allows organizations to utilize the software in a hosted environment without any capital expenditure. Instead, expenses for licensing, hosting and maintaining the software are paid out of the operating budget. This offers lower start-up costs because the application licenses are leased rather than owned.

Cherwell On-Demand has an added benefit – a “lease to own” option, giving customers the best of both worlds. Each year that a customer uses Cherwell On-Demand equates to a discount on license fees for Cherwell On-Premise, Cherwell’s traditional concurrent user license model, should a customer elect at a later date to switch models and bring the application in-house.

“Our dual deployment approach offers much more flexibility,” said Vance Brown, Chairman and CEO of Cherwell Software. “We work with your company to determine which deployment best suits your current needs. If you change your mind later – or if your business requirements change – no problem! Our approach offers the ability to switch from one to the other.”

Cherwell On-Demand allows companies to take advantage of the SaaS model, but still offer the strength of a smart client application. Aptly termed “hybrid SaaS,” this model mitigates three of the greatest limitations of a traditional browser-based SaaS model – customization, data control, and user experience. “Customers want a choice,” said Arlen Feldman, Chief Technology Officer for Cherwell. “We offer our customers a level of customization and control over their business processes and data that is hard to find under a browser-based SaaS model. We believe we have the most customizable SaaS model on the market today. And we offer a far superior user experience. This hybrid approach represents the next generation of SaaS deployment.”

With Cherwell’s entrance into the SaaS market, Cherwell Software continues to deliver innovative technology by offering the most flexibility in the Service Management software industry today. Please visit www.cherwellsoftware.com for more information about Cherwell Software.

About Cherwell Software, Inc.

Cherwell Software is a leading developer of IT Service Management software solutions. Cherwell Service Management, the flagship product, was designed from the ground up, using Microsoft’s .NET technology and out-of-the-box ITIL best practices. With fully-integrated management modules such as Incident, Problem, Change, Release, Configuration, Service Level, and Knowledge – just to name a few, Cherwell provides a holistic approach to service management, allowing IT and support departments to align themselves with the businesses they support. Cherwell offers enterprise power with mid-market pricing and ease of use. Satisfied Cherwell customers include companies such as TV Guide, The Weather Channel, Ent Federal Credit Union, The University of Minnesota, Hallmark Services, 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 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™ and the Cherwell 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.

“We are honored and delighted to welcome Ron Muns to our Cherwell team,” comments Vance F. Brown, President and CEO of Cherwell. “As the founder and past CEO of the Help Desk Institute (HDI) and the founder of Bendata, Inc. (currently FrontRange Solutions), we join many others who have proclaimed that Ron has earned the title of Father of the Help Desk Industry. Ron’s long-standing commitment and positive impact to the services industry is unquestioned. We are elated that Ron has chosen to continue making an on-going impact in this industry as part of our team. Ron has always been committed to talking with service professionals and listening to their needs. His customer-focused approach blends perfectly with Cherwell’s culture and passion.”

Says Ron, “Cherwell has assembled a team that I believe is superior in this industry. Their innovative technology is needed by so many companies—especially those that are trapped by old legacy systems. Cherwell Service Desk® is beyond any other system that exists today. Also, Cherwell truly listens to and cares for its customers. The Cherwell team is honest and value-driven. I have been in a consultative and objective role for a long time as founder and CEO of HDI, but after gaining a good understanding of the competitive landscape, I am now glad to be able to recommend a technology and a business partner that I believe is needed by companies today. Cherwell’s innovative .NET technology is not limited to just IT Service Management, but can be utilized and integrated across a company’s business segments.”

As Director of Innovation, Ron will be listening to the needs of the industry and assisting Cherwell with providing solutions to those needs.

About Cherwell Software

Cherwell Software, Inc. was founded and managed by a team of industry experts, including the former CEO of FrontRange Solutions® and the former Chief Architect of FrontRange’s HEAT® and ITSM product lines. We bring a state-of-the-art integrated IT service management product to the market—combined with focus and integrity. At Cherwell Software, we are passionate about one thing—listening to our customers and caring for their needs. Our core product, Cherwell Service Management® (CSM), is a web-enabled application built from the ground up using Microsoft® .NET technology incorporating the industry’s ITIL® best practices. CSM offers enterprise power and configurability at mid-market price and simplicity.  CSM satisfied customers include such companies as TV Guide, The Weather Channel, Ent Federal Credit Union, The University of Minnesota, Hallmark Services, and Rosetta Stone.

About Ron Muns

Ron has been a software programmer, a consultant for Ernst and Young, a long-time supporter of Big Brothers Big Sisters of America, the founder of Bendata, Inc. and designer of HEAT® 1.0 (currently part of FrontRange Solutions®), and the founder and past CEO of HDI.