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 ITIL Best Practices "Out of the Box"
With Cherwell Service Desk™ you have the option of implementing ITIL best practices "by default." That is, by simply using our system you can be implementing ITIL methodology— without mastering all the ITIL books first. Although ITIL implementation is not required with Cherwell, if so desired your organization can be ITIL compliant "out of the box." According to ITIL (the "IT Infrastructure Library"), the "Service Desk" is the part of the IT organization that is responsible for the key activities associated with the delivery of IT customer support on a daily basis. These activities involve incident management, problem management, change management, configuration management, and release management. The ITIL Service Desk is the single point of contact between the customer and IT Service Management. The best practices of ITIl are here to stay! Yet many organizations feel they are not yet ready for the implementation of ITIL best practices.
Automation—The Key to ITIL
But the truth is, they already are doing most of the activities associated with ITIL—they just are not easily able to record and fully automate these processes with their current software systems. Without the proper automation, the IT organization is not getting credit for all it accomplishes, and many tasks fall through the cracks. Our software system teaches your organization ITIL at your pace. By simply configuring your company's procedures, methodologies, and priorities within Cherwell's automated ITIL framework, ITIL compatibility is a by-product of using the system. With our technology, we make the implementation of ITIL easy and affordable!
Other Features Include:
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- Knowledge Management
- Service Level Management
- Bug/Defect Tracking
- Web Self-Service
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