Product News and Announcements

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.

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.