Product News and Announcements

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.

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.

Former Intuit Sales Manager Tasked with Business Development of IT Service Management Suite

COLORADO SPRINGS, CO, July 7, 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 the appointment of Rusty Ray as Business Development Director, responsible for business development, customer relations and technology strategy for Cherwell Service Management. Ray will be joining the team based out of Cherwell's Raleigh-Durham, North Carolina location.

Ray brings to Cherwell Software over 20 years of experience in software technologies for the real estate and construction industries including Intuit, where he served as Home Builders Division Manager.  In addition, Ray broke new ground with his role in the market implementation of BuildNet, a solution designed to integrate the residential construction supply chain by aligning construction organizations’ technology with those of trade contractors, general contractors and distributors, and manufacturers.

“Having a capable leader within the technology space on our team is exciting,” said Vance Brown, CEO, Cherwell Software. “Rusty's business development skills and his experience in customer problem solving will strengthen our capabilities and success in the IT service management space. I am confident that Rusty will make a valuable contribution to our team and to our customers.”

“I was attracted to Cherwell Software because of the team Vance has put into place. Working with founders and visionaries of the IT Service Management software space will be a challenge that I look forward to living up to,” said Ray. “The integrity of this organization is unmatched and I am excited to work with a team of people who embrace service and support with such a ferocious zeal."

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.