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Selecting the Best ITSM Solution for Your Organization

Change Your Perception of IT Service Management

As you search for a new IT service management solution, you may find it's difficult to understand the real differentiators between products. Seeing a similar set of features and functions may compel you to decide on a solution based on the lowest cost with the fastest implementation time. Before you make that decision, Cherwell would like to let you in on a little secret no other ITSM vendor will tell you--the solution will get much more expensive and complex over time, as your team configures and customizes it to meet new and unique requirements, on top of other hidden costs. So what makes Cherwell Service Management so different from the others? Cherwell is the only ITSM solution built atop a completely codeless design architecture, which provides IT organizations the flexibility they desire to make changes at the pace their IT organization, and business, demands. See how Cherwell helps IT organizations do incredible things in a units of minutes and days, not weeks or months.
Recorded Aug 5 2016 48 mins
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Presented by
Jarod Greene, VP Product Marketing, Cherwell & Daniel Cooper, Solutions Consultant, Cherwell
Presentation preview: Selecting the Best ITSM Solution for Your Organization

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  • 7 Deadly Sins of ITIL Implementations Jun 5 2018 5:00 pm UTC 60 mins
    Tracy Barnes, STRITCO and Chuck Darst, Cherwell Software
    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.

    Join Tracy Barnes of STRITCO and Chuck Darst from Cherwell Software as they discuss the 7 Deadly Sins of ITIL Implementations - How to Move at Digital Speed While Upholding ITIL Principles.

    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.
  • [Expert Panel] How to "Fast Forward" ITSM to Support the Digital Enterprise May 30 2018 5:00 pm UTC 60 mins
    Chris Chagnon, Julie L. Mohr, and Matt Klassen
    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  Recorded: May 22 2018 61 mins
    George Spalding, VP, Pink Elephant and Matt Klassen, VP Product Marketing, Cherwell
    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.
  • The Future of ITSM: The Rise of Automation, Agile, and the User Experience Recorded: May 15 2018 58 mins
    George Spalding, VP, Pink Elephant and Chuck Darst, Senior Product Marketing Manager, Cherwell
    The” Digital Transformation” era is upon us. But, in many ways, this feels tactical in nature. The strategic goal should be “Value Transformation” with ITs business partners. To stay relevant, ITSM must integrate the key principles of Lean, Agile, and DevOps into a vastly improved delivery system that focuses on a single goal, business value -- better services, delivered faster, and for less cost. Join George Spalding, Executive Vice President, Pink Elephant and Chuck Darst, Senior Product Marketing Manager, Cherwell Software as they discuss the next frontier of ITSM.

    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.
  • Knowledge Management – The Key to an AI-Enabled Future Recorded: Mar 29 2018 58 mins
    Adam Thumm, Solutions Architect, Cherwell
    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.
  • Challenges and Solutions for Public Sector ITSM Implementation Recorded: Mar 27 2018 60 mins
    Tracy Barnes, Stratigic I.T. Consulting, Inc.
    Government agencies require precise planning and support when it comes to software implementation. Carefully navigating the intricacies of regulations and mandates, organization structure, lobby groups, and complex contracts is essential for success.

    Join Tracy Barnes, of STRITCO, as he discusses his experience implementing Cherwell service management within the public sector. Tracy will share the specific challenges experienced during public sector ITSM implementation and provide practical, actionable solutions that have proven to improve performance within IT, HR, Purchasing, and Finance departments.

    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.
  • Extending Service Management Beyond IT Recorded: Mar 20 2018 58 mins
    Luke Smith, Cherwell Software and Chuck Darst, Cherwell Software
    How can IT help the entire business remain productive without breaking the bank?

    Automating process workflows and providing a high-quality service experience is a common theme across all business departments. Extending IT service management solutions and principles beyond IT can improve productivity, enhance collaboration, and cut costs.

    Please join us as we discuss how Cherwell Service Management’s flexibility helps diverse lines of business:
    - Manage and automate HR, facilities, and security processes.
    - Build custom applications without writing code.
    - Create inviting customer experiences.
    - Collaborate to achieve business goals.
  • Meeting the Unique ITSM Needs of Higher Ed - An Inside Look at WPI Recorded: Mar 15 2018 59 mins
    Marie DiRuzza, Director of IT Service and Support
    Merging cutting-edge technology with internal processes is the only way to meet the evolving IT needs of students, faculty, and staff in higher ed. Chris Chagnon and Marie DiRuzza will provide an inside look at Worcester Polytechnic Institute's (WPI) use of Cherwell Service Management. From innovative API integrations to research and planning for a future filled with artificial intelligence, Chagnon and DiRuzza are at the technological forefront of education.
  • Evolving the IT Service Org From Functional Silos to a Value Service Network Recorded: Mar 13 2018 57 mins
    Troy Du Moulin, VP, Research & Development, Pink Elephant
    Current IT structures and management systems based on task segmentation drive specialization over collaboration and localized effectiveness over innovation. While these models can be effective for getting work done they unfortunately also have a tendency to create a culture of silos, challenges with handoffs, and the creation of bottlenecks.

    With the advent of Lean, Agile, and DevOps practices focusing on creating faster velocity and speed to market, organizations have been evaluating their end-to-end value systems and looking for ways to increase speed and identify opportunities for automation. Join Troy as he demonstrates how IT Service Management has moved from a process model to a life-cycle view and now to a Value System perspective and what this means for the future of ITSM.
  • The Future of ITSM - From Process to Value Stream Recorded: Feb 27 2018 60 mins
    Troy DuMoulin, VP of Research and Development, Pink Elephant
    Join Troy DuMoulin, VP of Research and Development with Pink Elephant, as he discusses the future of integrated service management.
    In order to support changing business needs and digital transformation, IT organizations must begin working in an end-to-end value system versus isolated pockets of technical specialists. IT Service Management is evolving to provide a systematic view of the full value system.
    Hear Troy’s holistic perspective on ITSM’s evolution into an enhanced and expanded proposition that integrates DevOps, ITIL, Agile, and Lean.
  • Why Enterprise Service Management Will Soon Become IT's Biggest Mandate Recorded: Dec 14 2017 27 mins
    Jarod Greene, VP of Service Management Strategy
    As enterprise-wide business processes become increasingly digitized, IT has an opportunity to play a critical role in enabling line-of-business functions outside IT. At the same time, workforce demands for instantaneous and seamless self-service—as well as a single platform for request fulfillment—turn this opportunity into a mandate. Enter “Enterprise Service Management,” an approach that extends service management technology and practices across the enterprise, offering a single record of engagement for users, whether they require services from IT, Human Resources, Legal, Facilities, or any other business function.

    Particularly with artificial intelligence (AI) technologies on the horizon, IT teams are racing to offer a unified approach to service delivery and management across the enterprise.

    In this webinar you’ll learn:
    * Why “enterprise service management” has emerged as a top IT imperative
    * Examples of top companies extending their service management practices across the organization
    * Practical steps for getting started with enterprise service management
    * How AI-enabled service management will reshape the organization forever
  • ITSM 2020: How to Develop Your 3-Year Roadmap Recorded: Dec 6 2017 49 mins
    Jarod Greene, VP of Service Management Strategy
    It sounds far away, but 2020 is just around the corner. Is your IT organization prepared with a roadmap that positions you and your team for success? Join Jarod Greene, former Gartner ITSM analyst and Vice President of Service Management Strategy at Cherwell Software, for a compelling look at the single most influential trend shaping the future of ITSM—artificial intelligence (AI)—and what the most successful IT teams are doing right now to prepare.

    In this webinar, we’ll get past the hype and get down to business, showing you how to build a 3-year ITSM roadmap that positions you and your team for future success with AI. You’ll learn:

    * Types of AI-driven technologies and services that will proliferate the workplace over the next 3-5 years

    * Primary ways the service desk must evolve in order to embrace these next-gen technologies

    * Five prerequisites for a solid AI foundation, and the order in which they should be implemented

    * Capabilities your ITSM platform must support in order to take advantage of AI
  • How Artificial Intelligence Will Transform ITSM Forever Recorded: Nov 28 2017 31 mins
    Jarod Greene, VP of Product Marketing, Cherwell
    Artificial Intelligence is the hottest topic in IT, which means by default, it must enter the realm of IT Service Management.

    The promise of Artificial Intelligence (AI) in Service Management is no longer the stuff of science fiction. Natural Language Processing will change the way IT organizations handle incidents, changes and requests. Machine Learning will take knowledge management to a new level. Virtual Support Agents will support you and your end users. But none of these realities come to fruition without the foundation you can build today.

    Join us to hear about

    * The promise of AI for the service desk and the workforce
    * Prerequisites for successfully embracing AI
    * Practical steps you can take now to lay a strong foundation

    Fast Forward to the Future of AI-Enabled ITSM.
  • ITSM Expert Roundtable - Adapt or Perish: The Future of ITSM Recorded: Nov 15 2017 63 mins
    Roy Atkinson, Senior Analyst, HDI; Dennis Drogseth, VP, EMA; John Custy, ITSM Consultant, JPC Group; Jarod Greene, Cherwell
    What's next in the world of IT service management? With a constantly evolving technology landscape and emerging business needs, there's much for ITSM practitioners to consider as they plan for the future. Join this panel of ITSM experts, and learn how the rise of artificial intelligence, along with a rapidly changing workforce demographic, will change IT service delivery as we know it. You’ll come away with a solid understanding of how the service desk needs to evolve, the opportunities and challenges AI presents, and practical steps for your IT team to take NOW in order to lay the groundwork for future success.
  • Service Desk Consolidation: Lessons from the Trenches Recorded: Nov 9 2017 36 mins
    Jamie Houlihan, Director of IT & Customer Care, Jenny Craig/Curves International; & Jarod Greene, Cherwell
    According to a recent EMA study, fifty percent of organizations rely on multiple service desk solutions for IT service delivery and support. Disparate service desks can create a myriad of issues including poor governance and control, licensing and staffing inefficiencies, and an inconsistent and confusing customer experience.

    Join Cherwell and Jamie Houlihan of Jenny Craig/Curves International for a close look at service desk consolidation. Jamie will discuss the consolidation initiative she led when Jenny Craig and Curves International merged, and how her IT team was able to transform its approach to service delivery and elevate the end user experience as a result.

    In addition, you’ll learn:
    * The “why,” the “when,” and the “how” of a successful consolidation project
    * The types of challenges you’re likely to encounter along the way
    * Practical guidance for ensuring a successful outcome
  • Three Ways Mid-Market IT Organizations Can Save Time, Money and Resources Recorded: Nov 8 2017 46 mins
    Jarod Greene, VP of Product Marketing, Cherwell
    How can mid-market IT organizations operate more efficiently and keep pace with increasing demands? While technological proficiency and agility are among mid-market companies’ most valuable weapons against bigger competitors, the ability to meet the demands of the business requires an optimal balance of people, process, and technology.

    Save time by implementing out-of-the-box best practices
    Save money by establishing IT self service and automate request fulfillment
    Save resources with a low-maintenance, low-overhead design platform
  • How to Shift Left with IT Service Management Recorded: Oct 10 2017 43 mins
    Jarod Greene, Vice President of Product Marketing - Cherwell Software
    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 Recorded: May 22 2017 32 mins
    Doug Tedder, Principal, Tedder Consulting
    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 Recorded: May 18 2017 55 mins
    Jarod Greene, VP of Product Marketing, Cherwell; and Troy DuMoulin, VP of Research and Development, Pink Elephant
    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 Recorded: Apr 27 2017 28 mins
    Doug Tedder, Principal, Tedder Consulting
    •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.
Powerful & Intuitive Software for IT Service Management—and Beyond
Cherwell delivers IT service management, workforce and business enablement solutions that allow IT to become a true partner to the business. Built on a modern, metadata architecture, the Cherwell platform enables IT teams to rapidly build, configure or merge new ITSM or business functionality—without touching a single line of code or living in fear of the next upgrade.

Because of Cherwell’s focus on delivering a solution that is easy to configure, customize, and use, IT organizations extend Cherwell to solve a wide range of IT and business problems. With an unwavering commitment to putting customers first and being easy to do business with, Cherwell enjoys 98%+ customer satisfaction rating. Learn more at www.cherwell.com.

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  • Title: Selecting the Best ITSM Solution for Your Organization
  • Live at: Aug 5 2016 5:00 pm
  • Presented by: Jarod Greene, VP Product Marketing, Cherwell & Daniel Cooper, Solutions Consultant, Cherwell
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