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Cherwell Software

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  • How to Shift Left with IT Service Management
    How to Shift Left with IT Service Management Jarod Greene, Vice President of Product Marketing - Cherwell Software Recorded: Oct 10 2017 43 mins
    What if a single shift to your ITSM approach could reduce costs, increase user satisfaction, and improve service delivery?

    “Shift left” is that strategy. Join us to hear how this powerful technique for resolving issues as close to the end user as possible enables you to:
    •Start with self-service – then add automation, knowledge mgmt., and even AI
    •Increase productivity by using resources in the best possible way
    •Boost operational efficiency for time and cost savings
    •Measure and analyze your shift-left initiative
    •Improve ROI for both people and technology

    Accelerate ITSM transformation with a new approach.
  • Top Ten Things to Consider When Implementing a Service Desk
    Top Ten Things to Consider When Implementing a Service Desk Doug Tedder, Principal, Tedder Consulting Recorded: May 22 2017 32 mins
    Service catalogs are one of those service desk terms we've all heard of, but some of us do not have the time, resources, or a clear idea of how to create and manage an effective one. With a little bit of thought and planning, the service catalog can become one of the most valuable artifacts of your entire ITSM implementation. Doug Tedder, ITSM and IT governance consultant, will provide:

    * Critical factors to consider before developing your service catalog
    * The top things companies don't think about when thinking about a service catalog
    * Tips to consider before implementing and managing an effective service catalog

    About the Presenter:

    Doug Tedder is the principal of Tedder Consulting LLC, an ITSM and IT governance consulting practice. Doug is a strategic, innovative, and solutions-driven service management professional with more than twenty five years of experience across a variety of industries. He is a resourceful, pragmatic, and hands-on leader with a proven track record of success implementing ITSM processes, focusing on value delivery and organizational transformation.

    Doug is a Fellow in Service Management (FSM), an ITIL Expert and v2 Service Manager, and a certified ISO/IEC 20000 Consultant Manager. He holds all of the ITIL Capability certificates, and he’s a certified ITIL Foundation trainer. As an active volunteer within the ITSM community, Doug is a frequent presenter at industry user group meetings, webinars, and conventions. He is also a former president of itSMF USA.
  • Into the Future: IT Service Management 2020
    Into the Future: IT Service Management 2020 Jarod Greene, VP of Product Marketing, Cherwell; and Troy DuMoulin, VP of Research and Development, Pink Elephant Recorded: May 18 2017 55 mins
    In this live discussion, IT Service Management experts Jarod Greene and Troy DuMoulin will dive into the future of ITSM. Based on insight from 15 IT leaders, they will discuss the top ITSM trends and focus areas that will drive business growth into the future. All attendees will receive a complimentary copy of "IT Service Management 2020," the new eBook featuring expert advice for evolving your ITSM strategy.
  • We Don't Need Another IT Hero
    We Don't Need Another IT Hero Doug Tedder, Principal, Tedder Consulting Recorded: Apr 27 2017 28 mins
    •Do you have a 'hero' on your ITSM team? You know the 'hero' – it's that person who always seems to make the "game-changing catch" as they complain about doing it. It's the person who doesn't share knowledge, yet doesn't understand why no one else knows what he or she does. Doug Tedder, ITSM consultant, will help you uncover:

    * the symptoms and impacts of the 'hero'
    * what allows the hero to exist in the first place.
    * tips to change how your IT team is working within your overall business.

    About the Presenter:

    Doug Tedder is the principal of Tedder Consulting LLC, an ITSM and IT governance consulting practice. Doug is a strategic, innovative, and solutions-driven service management professional with more than twenty five years of experience across a variety of industries. He is a resourceful, pragmatic, and hands-on leader with a proven track record of success implementing ITSM processes, focusing on value delivery and organizational transformation.

    Doug is a Fellow in Service Management (FSM), an ITIL Expert and v2 Service Manager, and a certified ISO/IEC 20000 Consultant Manager. He holds all of the ITIL Capability certificates, and he’s a certified ITIL Foundation trainer. As an active volunteer within the ITSM community, Doug is a frequent presenter at industry user group meetings, webinars, and conventions. He is also a former president of itSMF USA.
  • How IT Can Influence Business Users in the Age of Consumer IT
    How IT Can Influence Business Users in the Age of Consumer IT Jarod Greene, VP of Product Marketing, Cherwell Recorded: Apr 19 2017 49 mins
    IT Consumerization—the blending of personal and business use of technology, devices and applications —presents IT organizations with both a challenge and an opportunity. The most strategic weapon IT has at its disposal is the IT service desk, the interface between business users and the IT services the organization provides.

    This webinar will discuss:

    * How IT organizations can modernize the business’s customer support and technical experiences,

    * Shine the light on shadow IT to ensure value is created,

    * Protect and improve the overall perception of IT within the business.
  • Applying Lean Practices to Healthcare IT Processes
    Applying Lean Practices to Healthcare IT Processes Troy DuMoulin, VP of Research & Development, Pink Elephant Recorded: Mar 23 2017 62 mins
    Join us for a live webcast, “Applying Lean Practices to Healthcare IT Processes" on March 23rd. Seasoned ITSM experts from Pink Elephant and Cherwell will demonstrate how Lean principles are critical in healthcare organizations for better process flow, improved patient care, and lower costs. Additionally, they will map out the connection between Lean, Agile Software Development, and DevOps, how they relate to principles of IT Service Management, and the methods to accelerate business value generation.
  • Looking Before You Leap Into ITSM SaaS
    Looking Before You Leap Into ITSM SaaS Amy DeMartine, Principal Analyst, Forrester Research Recorded: Mar 22 2017 41 mins
    •SaaS is becoming the dominate platform of choice for customers in many areas – including IT Service Management (ITSM).  If your service management team is evaluating ITSM solutions in the cloud then you must know what are some the important criteria and topics to evaluate before signing that contract for ITSM SaaS. Senior Forrester Analyst, Amy DeMartine, will share with you what you and your team need to consider and answer questions to help you avoid the pitfalls of moving your ITSM implementation to the cloud.
  • Building a Business Case for IT Service Management
    Building a Business Case for IT Service Management Jarod Greene, VP of Product Marketing, Cherwell & Lucrecia Chandler, ITSM Training & Comms Manager, Sam Houston Univ. Recorded: Feb 21 2017 25 mins
    Lucrecia Chandler, Training and Communications Manager at Sam Houston State University, will share her ITIL and ITSM implementation journey. From managing manual processes with a home-grown work order system to implementing automated ITIL processes using Cherwell Service Management, Ms. Chandler will show how she accounts for service delivery costs and evaluates financial efficiencies.
  • Agile, Lean & DevOps: Working Together to Increase ITSM Efficiency
    Agile, Lean & DevOps: Working Together to Increase ITSM Efficiency Troy DuMoulin, VP, Research & Development, Pink Elephant - Josh Caid, VP of Innovation, Cherwell Recorded: Feb 15 2017 48 mins
    Many organizations are being challenged to complete everyday tasks “better, faster, cheaper”. But how can this be accomplished?

    As organizations shift gears to accommodate the business need for speed and agility demanded by the digital economy, there is a growing interest in models and methods to accelerate business value generation. However, at the same time there is growing confusion on how these different models such as Lean, Agile Software Development and DevOps connect and how they relate to the principles and practices of IT Service Management.

    Join Troy as he reveals how Agile, Lean and DevOps can work together to help your organization achieve the elusive challenge to be “better, faster, cheaper”.
  • The Three Strategies to Make Change Management Happen
    The Three Strategies to Make Change Management Happen Troy DuMoulin, VP of Research and Development, Pink Elephant & Carlos Bernal, Dir. of Enterprise Product Management, Cherwell Recorded: Jan 26 2017 31 mins
    Learn how to reduce risk and add value to the business through effective Change Management implementation. Troy DuMoulin, ITIL Expert with Pink Elephant, and Carlos Bernal, ITSM Leader with Cherwell, will provide practical advice on how successful IT organizations establish effective Service Transition processes such as Change & Release Management, while balancing both risk and speed.

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