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.

2020 asked businesses, organizations and IT teams to be agile, proactive and to challenge their modus operandi. It also challenged IT Service Management teams to champion businesses’ digital journeys in a way that no-one could have predicted in December 2019.

In this special end-of-year panel, ITSM experts come together to share ‘stories from the field’ in a year unlike any other, predictions for what 2021 may bring and advice and tips for service management professionals to embrace the coming year with the same dexterity, calmness and leadership they displayed in 2020.

From technologies and tools, to strategies for adopting and embracing cultural shifts, our experts will be sharing use cases and looking at:

- How AIOps and an AI-first approach enabled cutting-edge ITSM teams to survive COVID-19
- How to plan for the future of your ITSM strategy given the acceleration of Digital Transformation initiatives in 2020
- Tips for maintaining a work-life balance when the business depends on you more than ever
- And more

IT Service Management in 2021: Predictions, Challenges and Changes

With so much business and technology change surrounding IT Service Management - as well as the impact of COVID-19 - what does the future of ITSM hold?

Join this expert panel as we take a closer look at the areas in which ITSM is evolving and morphing, as well as those where its roots in people, process and technology are proving to be steadfast supporters in a time of immense upheaval.

Topics of discussion will include:
- What are ITSM professionals currently focusing on?
- Which technological advancements are helping ITSM better meet business demands?
- How have - or haven’t - ITSM best practices changed?

- Moderated by Claire Agutter - Director at Scopism
- Panellists include Matt Klassen,- VP, Product Marketing at Cherwell and Ben Sapp - Insights Solutions Architect at Numerify | Daniel Breston - Consultant and Coach, Virtual Clarity

[Panel] What Does the Future of ITSM Hold?

Where does ITSM fit in the Digital Transformation landscape? And does it need to evolve to ensure businesses can deliver what their customers expect in 2020?

Join this panel of ITSM experts as they debate and discuss:

- How ITSM can help meet and implement the back-office improvement needs of digital transformation
- How ITSM can fuel Digital Transformation by educating enterprises on the ‘people’ aspect of strategies
- What tools are paramount to delivering best-in-class, future-proof DX strategies 
- How to ensure your service management strategy keeps pace as technologies advance

Panelists:
Stephen Mann, Principal Analyst and Content Director, ITSM.tools
Matt Klassen, Vice President, Product Marketing, Cherwell
Muddu Sudhakar, CEO, Aisera

[Panel] How ITSM Can Drive and Deliver Digital Transformation

2019 has seen much of the ITSM industry focus on automation and its impact. From self-service, to AIOps and problem and incident management, the influence of automation has been far-reaching. 

Join this panel to hear ITSM experts take a look back at where automation has taken us, and look forward to where it’ll lead us next.

Speakers:
Wai Wong, CEO, Serviceaide
Pierre-André Aeschlimann - Solution / Sales Strategist & Evangelist, Cherwell Software
Moderated by Harriet Jamieson, Global Content Manager, BrightTALK

[Panel] Automation in ITSM: Where Are We?

As digital transformation continues to drive the enterprise agenda into 2020, a seismic shift is occurring within IT and the service desk. Whereas IT initiatives once focused primarily on maximizing IT operational efficiency and throughput, the modern IT department is now charged with a new mandate: elevating employee experience and productivity through their engagement with service and support channels.
 
Join Matt Klassen (VP, Cherwell Software) and Pasi Nikkanen (CPO, HappySignals) for a case study featuring how one company is navigating the shift from an operational- to experience-driven mindset within IT, and how the outcome has been transformational. We will also share examples from HappySignals global ITSM benchmark, the Happiness Score™.

You’ll learn how to:
•Measure the outcomes and impact of IT initiatives with employee happiness and productivity
•Provide transparency to all your stakeholders – from service desk to C-suite executives
•Identify the biggest opportunities for improvement in omni-channel support model (can/should we eliminate email as a channel?)
•Move from traditional SLA metrics to XLAs (Experience Level Agreements) 
•Implement an enterprise service portal including HR, Finance, and Facilities—to create a consistent, integrated service experience across the organization

The Future of ITSM: The Shift from Operational Efficiency to Employee Experience

Chances are, your organization is contemplating or in the process of migrating some or all of your infrastructure to the cloud. No matter where you’re at in your cloud journey, you won’t want to miss our upcoming webinar discussing the service desk’s critical role in optimizing—if not transforming—your organization’s approach to cloud management, with an emphasis on business outcomes.

What we'll learn about:
- Recent drivers, trends, and insights around cloud adoption
- Why (and how) ITSM must play a role in your organization’s cloud migration strategy
- How to ensure key ITSM processes/activities support your hybrid cloud environment
- A hands-on demonstration of how cloud provisioning, governance, and compliance can be achieved through a centralized self-service portal

ITSM’s Vital Role in Optimizing Cloud Management

Most enterprises today have some sort of IT service management (ITSM) solution in place, but the vast majority aren’t receiving the business value they had anticipated—or been promised. While the most basic ticketing tools will never deliver the maturity, efficiency, or ROI they seek, the more expensive, complex solutions require too much time, development, and administrative overhead. 
 
Join George Spaulding, VP at Pink Elephant and Matt Klassen, VP at Cherwell, for a discussion about the most common ITSM technology challenges, and how to overcome them with your next ITSM investment. You’ll learn:
    • Why not ITSM tools are created equal
    • Key factors to consider when evaluating ITSM solutions for your organization—with a focus on business value
    • How to make a compelling business case for your next ITSM solution

Love It or Leave It: Making the Business Case for Your Next ITSM Solution

As IT teams come under increasing pressure to deliver services more quickly, effectively, and affordably, the ITSM tech stack must evolve to provide greater efficiency for service desk staff, as well as a better experience for end users. This means the seamless blending of technologies into an integrated ecosystem, and, in many cases, replacement of legacy systems and ineffective tools. 

In this webinar, you’ll learn:
•The ideal ITSM ecosystem, and the technologies it must include
•Which capabilities should be native to your ITSM platform, and which can (and should) be integrated
•Common barriers to achieving true integration—and how to overcome them

Take Your Service Desk to “Eleven” with The Right ITSM Tech Stack

Value may be overused word, but there is no escaping the reality that IT is faced with pressure to deliver more of it with each passing day. So how can you take what some would make you believe is a legacy framework like ITIL and a commodity technology like ITSM and extract maximum value?

Join us for this relevant and compelling webinar in which George Spalding, VP at PinkElephant and Matt Klassen, VP at Cherwell Software, will unpack the key challenges IT faces today such as self-service, accelerating pace of change, AI and automation technology, Agile and devops practices, and more. They will show you which value levers have the most effect and give you 3 practical tips you can use today in your organization to impact the business in a real way.

3 Tips for Maximizing the Business Value of ITIL and ITSM

The pace of change within the modern enterprise is nothing short of dizzying. Evolving workforce demands, emerging technologies, and increasing expectations that IT deliver quantifiable business value means that pressure on the service desk has never been higher. Unfortunately, many IT organizations continue to rely on a combination of poorly integrated, legacy technologies that create friction for end users, consume precious IT resources, and prevent IT from taking a proactive and strategic role within the business.  

Join Cherwell’s Josh Caid, Chief Technology Evangelist, for a lively discussion on the top trends shaping IT service management, and how IT teams must evolve their ITSM tech stacks in order to keep pace with digital transformation initiatives and ever-changing business needs.

ITSM Trends You Can't Ignore, and How Your Tech Stack Must Support It

The IT industry continues to see a high level of IT service management (ITSM) tool churn, along with the associated pain. In order to stop this cycle of tool replacement, and to achieve your goals, your IT team needs to optimize its approach to ITSM tool procurement, delivery, and use—starting with getting the ITSM tool selection process right.

Please join this webinar with Stephen Mann, of ITSM.tools, to understand how to select the ITSM tool that best fits your organization’s goals, maturity level, and budget. It will include valuable takeaways, such as:

1.The most common reasons for ITSM tool replacement
2.How create an RFP that focuses on desired outcomes, not just features and functions
3.The key capabilities required for modern—and ongoing—ITSM success

Take the Pain Out of ITSM Tool Selection - 5 Tips to Simplify the Process

As IT teams look to create higher velocity and improved speed to market, they are recognizing the need to integrate various specialized domains that traditionally operated as silos.

Until the recent release of ITIL 4,  best practice frameworks covering ITSM, Software Development, Project Management, and others have not helped in this regard, as they each focused on their own area of specialization, with little to no direction on how they integrate.
 
Come to this informative webinar to hear Troy DuMoulin, VP at Pink Elephant, and Matt Klassen, VP of Product Marketing at Cherwell, discuss new guidance offered by ITIL 4, including:

•How the ITIL 4 service value chain provides an integrated model 
•How different types of demand follow different value streams
•How ITIL 4 elevates the importance of service relationship management 
•How the service desk plays a key engagement role

ITIL 4: Creating an Integrated Value Chain Among Dev, Ops and the Service Desk

The newly-released ITIL update, ITIL 4, does away with the ITIL v3 service lifecycle that was based around the five elements of service strategy, design, transition, and operation, plus continual service improvement (CSI). The ITIL 4 service value chain offers a new approach to managing services within IT that transcends traditional silos and drives significant benefits to the business. 

In this ITIL-4-focused webinar, Stephen Mann of ITSM.tools and Matt Klassen of Cherwell will discuss the most significant changes to ITIL v3, including: 

•An overview of the ITIL 4 service value chain, what it includes, and how it differs from v3
•Guidance for applying the ITIL value chain to IT, and the benefits of doing so
•How the ITIL value chain can be applied to other areas of the business to support enterprise 
        service management or digital transformation strategies

ITIL 4 is Here! How to Apply Service Value Chain Guidance for Maximum Impact

Join Cherwell and Moogsoft for a webinar discussing how ITSM can be extended beyond simple ticketing to cover new collaborative ways of working. Integration of human expertise and AI-powered automation is the new reality in the network management center. Changes to processes and models are required to support the complexity and accelerating rate of change of modern IT infrastructures. As ongoing digital transformation drives increasing expectations of IT performance, a new multi-vendor IT Operations toolchain is emerging.

Today we’ll discuss:
•What is AIOps and how it’s defined by analysts
•How to solve key challenges in an organization using AIOps
•How to move key initiatives forward using AIOps

How To Elevate ITSM Performance With AIOps

ITIL 4, the latest version of the most widely adopted ITSM framework, has been released! This version integrates DevOps, Agile, and Lean IT principles for a holistic end-to-end systems approach.

Pink Elephant, well-known for ITIL training and certification, has played an integral role in ITIL and IT service management over the past 30 years. The ITIL experts from Pink Elephant have been at the forefront of ITIL’s evolution since its inception, and are now playing a significant role in the development of the latest version, ITIL 4.   

Join George Spalding, EVP, Pink Elephant, 20-year ITIL veteran, who has been working with ITIL 4 since early last fall and who co-authored the ITIL V3 Continual Service Improvement volume, for an inside look at this most recent ITIL release.

What’s New in ITIL 4? Key Changes, Implications, and Practical Guidance

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.

Meeting the Unique ITSM Needs of Higher Ed - An Inside Look at WPI

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.

Evolving the IT Service Org From Functional Silos to a Value Service Network

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

Why Enterprise Service Management Will Soon Become IT's Biggest Mandate

Are you an IT service management professional interested in developing your knowledge and improving your job performance? Join the IT service management community to access the latest updates from industry experts. Learn and share insights related to IT service management (ITSM) including topics such as the service desk, service catalog, problem and incident management, ITIL v4 and more. Engage with industry experts on current best practices and participate in active discussions that address the needs and challenges of the ITSM community.

IT Service Management

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Increasing expectations for good governance, effective risk management and complex demands for corporate compliance are presenting a growing challenge for organizations of all sizes. Join industry thought leaders as they provide you with practical advice on how to implement successful risk and compliance management strategies across your organization. Browse risk management resources in the form of interactive webinars and videos and ask questions of expert GRC professionals.

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As an IT professional, many of the problems you face are multifaceted, complex and don’t lend themselves to simple solutions. The information technology community features useful and free information technology resources. Join to browse thousands of videos and webinars on ITIL best practices, IT security strategy and more presented by leading CTOs, CIOs and other technology experts.