Office of Information Technology

ITSM Tool Implementation

OIT selected Cherwell Service Management (CSM) as the catalyst to operationalize core IT Service Management (ITSM) processes such as Incident Management, Change Management and Service Catalog Management.  Cherwell was selected, in part, because it features codeless configuration and a high level of flexibility which enabled OIT to easily implement locally designed processes in the software.

In regards to the Incident Management process, Cherwell provides a unified platform to receive, process and resolve Incidents and Service Requests.  Improved information gathering is achieved by using a unique form specifically designed based on the category of Incident or Service request.  All OIT departments rely on one cohesive tool and process which provides the customer a consistent experience no matter what department they are dealing with.

The Change Management process is implemented in Cherwell to ensure the key aspects of OIT’s Change process are adhered to.  It starts with accurately classifying and assessing each change.  The Change is then reviewed and approved by a Change Manager.  All approved Changes are then reviewed by the Change Advisory Board (CAB) prior to implementation.  Finally, the CAB performs a post-implementation review of the Change.  Each phase of the Change lifecycle is tracked within the Cherwell software.

Cherwell’s self-service interface includes a public facing portal where pertinent information such as system status, upcoming outages and important contact information can be located.  Access to the Service Catalog is available through self-service as well.  Customers can request information and submit requests/incidents through this interface as well.  Once a request or incident has been submitted, the customer can check the status and make updates to the tickets.

Dashboards and Reporting are critical tools within Cherwell which provides a flexible and meaningful way to work with the data.  Dashboards are used to provide all Cherwell operators real-time information.  Each operator can view their currently assigned workload.  Teams can manage and allocate tasks among team members.  Dashboards can provide a real-time view of the Global OIT service manage operations.   Reports are generated to provide historical snapshots and measure performance against established metrics.

ITSM Timeline

Project Contacts
Kevin Jacobson, Service Owner and Application Administrator
Toni Abbey, Project Liaison

Back to Top