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Cherwell Software

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  • Enterprise Service Management: A Look at the Forrester Wave with Charles Betz
    Enterprise Service Management: A Look at the Forrester Wave with Charles Betz Charles Betz, Principal Analyst, Forrester Recorded: Oct 4 2018 56 mins
    Enterprise service management solutions have expanded service thinking beyond IT. Vendor solutions enable organizations to broadly apply service management practices to the rest of the business, uncovering new value and improving service experiences across IT and non-IT business units. Forrester Research recently completed the first comprehensive survey covering 13 major ESM vendors. Join Charles Betz, Principal Analyst with Forrester, for an inside look at the latest Forrester Wave: Enterprise Service Management.

    Charles Betz
    Principal Analyst, Forrester
    Charles Betz is Forrester’s lead DevOps analyst serving infrastructure and operations professionals globally. In this role, he covers continuous deployment and release automation, incident management, and emerging topics such as containers and chaos engineering. He also covers the transformation of “traditional” IT operations organizations into next-generation digital service organizations. He retains an interest in enterprise service management topic areas such as service portfolio management, service catalog, IT asset management, application discovery and dependency mapping, configuration management, and CMDB as well as industry frameworks like ITIL, IT4IT, and COBIT.
  • The Future of ITSM: Secure IT’s Seat at the Table
    The Future of ITSM: Secure IT’s Seat at the Table Matt Klassen, Cherwell; John Huckle, Business Forward; Ryan Mulvaney, Business Forward Recorded: Sep 11 2018 54 mins
    Digital transformation has become a mandate, not just for IT, but across enterprise-wide business processes, including HR, finance, and facilities. The IT organization has a unique opportunity to drive digitization and service transformation throughout the entire organization, overcoming traditional silos with a unified approach.

    Join VP of Product Marketing, Cherwell Software, Matt Klassen, John Huckle, CEO, Business Forward, and Ryan Mulvaney, Principal Consultant, Business Forward as they share how two global brands are leading the charge with digital/service transformation.

    Guest Speakers:
    John Huckle, Founder and CEO, Business Forward
    Ryan Mulvaney, Principal Consultant, Enterprise Service Management Practice, Business Forward
  • 7 Deadly Sins of ITIL Implementations
    7 Deadly Sins of ITIL Implementations Tracy Barnes, STRITCO and Chuck Darst, Cherwell Software Recorded: Aug 28 2018 59 mins
    IT is responsible for supporting the business through daily operations, growth, and change. This hefty responsibility puts IT at the heart of nearly every forward-thinking organization. Unfortunately, there is no single methodology that tells IT exactly what to do, but Integrating best practices that support agility, while also providing stability is the only way to remain competitive.

    ITIL, the most popular IT best practice framework, raises skepticism when it comes to agility. However, when applied judiciously, strategically, and in the context of agile and lean principles can provide a stable platform while enabling speed and efficiency.


    Guest Speaker:
    Tracy Barnes, STRITCO

    About Tracy: Tracy was the project manager for the successful ISO/IEC 20000-1:2005 certification at the Florida Department of Revenue. The first state government agency to be certified in the United States. Tracy has achieved the following certifications: ITIL Expert, PMP, Executive Consultant/Manager in ITSM according to ISO/IEC 20000, Six Sigma Green Belt, Internal Audit Certificate in ITSM according to ISO/IEC 20000-1:2011, and is a Certified Public Manager.
  • How 3 Organizations Overcame ITSM Technology Hurdles: Real-Life Stories
    How 3 Organizations Overcame ITSM Technology Hurdles: Real-Life Stories TJ Martinez, Univ. of New Mexico; Diane Burton, Seattle Cancer Care Alliance; Nick Kouloungis, Louisville Metro Technology Recorded: Aug 22 2018 61 mins
    New technologies have changed our personal and professional lives for the better. But, accommodating the rapid and dramatic business technology changes can be difficult. Setbacks caused by outdated, legacy ITSM solutions do not make modernization efforts easy. Whether your goals include artificial intelligence, incorporating DevOps, or automating key IT processes, all ITSM teams must embrace change and innovate.

    Join our upcoming webinar with representatives from higher-education, healthcare, and government as they share successes, blunders, and challenges from the IT trenches.

    Guest Speakers:
    TJ Martinez, Director of Customer Support Services, University of New Mexico
    Diane Burton, IT Client Services Manager, Seattle Cancer Care Alliance
    Nick Kouloungis, Information Technology Services Manager, Louisville Metro Technology Services
  • The Future of ITSM - From Process to Value Stream
    The Future of ITSM - From Process to Value Stream Troy DuMoulin, VP of Research and Development, Pink Elephant Recorded: Aug 1 2018 59 mins
    Several years ago, IT organizations were focused on quality. But, the financial crisis of 2008 changed that focus to cost. Today, in 2018, IT organizations are forced to find a balance between quality and speed, while also justifying cost. However, complicating this tricky balancing act is the fact that the only constant in IT Service Management is change.

    Driving this fast pace of change are external forces including cloud, global supply, automation, and competition. Join Senior Product Marketing Manager, Cherwell Software, Chuck Darst, and Troy DuMoulin, VP of Research and Development at Pink Elephant, as they discuss these challenges in what Troy calls the third major industrial revolution.

    Guest Speaker:
    Troy DuMoulin, VP of Research and Development at Pink Elephant

    Troy is a leading ITIL® IT Governance and Lean IT authority with a solid and rich background in Executive IT Management consulting. Troy holds the ITIL Expert certifications and has extensive experience in leading IT Service Management (ITSM) programs with a regional and global scope. He is a frequent speaker at IT Management events and is a contributing author to multiple ITSM and Lean IT books, papers and official ITIL publications including ITIL’s Planning To Implement IT Service Management and Continual Service Improvement.
  • The Future of ITSM: The Rise of Automation, Agile, and the User Experience
    The Future of ITSM: The Rise of Automation, Agile, and the User Experience George Spalding, VP, Pink Elephant and Chuck Darst, Senior Product Marketing Manager, Cherwell Recorded: Jul 25 2018 58 mins
    "Digital Transformation” is one of the most popular action items IT leaders are tasked with today. The goal is to keep pace with customer demands in order to compete in a constantly changing economy. In order to support evolving technology, ITSM has progressed from reactive to proactive, in some cases utilizing pattern recognition in the form of predictive analytics (Big Data) to bypass the need for human intervention.
    Join us on this webinar to learn why taking this a step further and integrating Lean, Agile, and DevOps into your delivery system will help you achieve business value -- better services, delivered faster, and for less cost.

    Guest Speaker:
    George Spalding, Executive Vice President, Pink Elephant

    Cherwell Speaker:
    Chuck Darst, Senior Product Marketing Manager, Cherwell Software

    About George:

    One of North America’s most insightful and engaging ITSM and support experts, George is an ITIL® expert with more than 30 years’ experience in the IT industry and co-author of the ITIL V3 Continual Service Improvement core volume. George spent several years as a consultant to the White House on technical presentations and conferences. He also coordinated technical presentations for members of the President’s cabinet, the Smithsonian Institute and the Federal Bureau of Investigation. A regular author of IT articles and white papers and a sought-after presenter at global ITSM conferences and webinars, George’s winning personality captivates audiences, be it in print, over the airwaves or in person.
  • 5 Ways Your ITSM Tool Must Support Digital Transformation
    5 Ways Your ITSM Tool Must Support Digital Transformation Stephen Mann, Principal Analyst, ITSM.tools and Chuck Darst, Product Marketing, Cherwell Software Recorded: Jun 14 2018 60 mins
    At the top of every CIO’s agenda: Digital Transformation. That’s a massive undertaking, so why not start with the essentials - ensure your ITSM tool supports today’s most modern requirements. Think of it as enterprise service management through a digital transformation lens. Join Stephen Mann as he shares 5 ways your ITSM tool must support digital transformation.

    Stephen is Principal and Content Director at the ITSM-focused industry analyst firm ITSM.tools. He is also an independent IT and IT service management marketing content creator, an Associate Analyst at IT industry analyst firm Ovum, and a frequent blogger, writer, and presenter on the challenges and opportunities for IT service management professionals.
  • [Expert Panel] How to "Fast Forward" ITSM to Support the Digital Enterprise
    [Expert Panel] How to "Fast Forward" ITSM to Support the Digital Enterprise Chris Chagnon, Julie L. Mohr, and Matt Klassen Recorded: May 30 2018 60 mins
    Digital transformation is about more than just technology. It’s about preparing your business to operate in an increasingly digital world. In order to remain competitive and attract customers, businesses must transform how they operate.

    Join us for this live panel discussion with IT service management industry experts and IT leaders as they discuss the latest trends shaping service management and share compelling stories of reinvention.

    Speakers include:
    Chris Chagnon - ITSM Application and Web Developer and PhD candidate at Worcester Polytechnic Institute. Chris has produced award winning IT service management systems, was recognized as one of HDI’s Top 25 Thought Leaders in Service Management, and combines his business experience and academic research to continually innovate the field of ITSM.

    Julie L. Mohr - Julie is a dynamic, engaging change agent who brings authenticity, integrity, and passion to practitioners worldwide. Her purpose is to spark change in the world with thought-provoking dialog and interaction. Julie has a B.S. degree in computer science from The Ohio State University, a MaED from the University of Phoenix, and is currently pursuing her Ph.D. in Management and Organizational Leadership in Information Systems & Technology from the University of Phoenix. She is an ITIL Expert, Certified Help Desk Director, and Certified Governance IT Professional.
  • 5 Key Ways ITSM Must Evolve Before Digital Transformation Can Truly Happen 
    5 Key Ways ITSM Must Evolve Before Digital Transformation Can Truly Happen  George Spalding, VP, Pink Elephant and Matt Klassen, VP Product Marketing, Cherwell Recorded: May 22 2018 61 mins
    30 years ago ITSM was the “next big thing.” And, in many ways, ITSM has succeeded in changing the IT landscape. Now, ITSM itself must change. The “Digital Transformation” train is an express that doesn’t stop at the ITSM station.

    Join George Spalding, Executive Vice President, Pink Elephant and Matt Klassen, VP Product Marketing, Cherwell Software as they discuss the five major areas where IT & ITSM must evolve: Architecture, Change & Release Management, IT Organizational Structure, Infrastructure, and Automation.
  • Knowledge Management – The Key to an AI-Enabled Future
    Knowledge Management – The Key to an AI-Enabled Future Adam Thumm, Solutions Architect, Cherwell Recorded: Mar 29 2018 58 mins
    Artificial intelligence, once confined to the big screen, is readily available to consumers, in basic form, with Alexa, siri, and self-driving Tesla cars. But, what does this mean for business? We may not have Ex Machina-like robots just yet, but dedicated ‘Futurists’ are joining the C-suite in many organizations to future-proof decision making and prepare for future technology innovations.

    AI tools rely on database driven, predictive technology that will enhance the cognitive performance of humans. Join us to learn how you can create a solid foundation for AI initiatives with good knowledge management practices.

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