Most frequent requests Customer Challenge One of the most important factors in increasing the adoption rate of a Self-Service Portal is providing the customer an easier method of raising tickets than the conventional means of email or phone. Product Value Often a...
CUSTOMER CHALLENGE Tasks and task templates are a powerful feature of CSM, and even though they support dependencies our customers still found it a challenge to work when it comes down to pure triggered workflow. We felt they wanted a more personalised experience of...
This white paper discusses how the Incident Management process can be refined to deliver faster recovery of normal service operations. The paper does not aim to analyse the entire end-to-end working of the Incident Management process, but rather concentrates on...
O V E R V I E W The Need “The IT department’s target was that 15% of requests should be logged through a self-service portal within 12 months” Amy Black, IT Service Delivery Manager The Solution in Brief Strategy workshops Clear definitions around roles...
If you’re a Cherwell user, we’ve just made things easier. CIHS has joined up with Cherwell development specialists RiSE Service Management. It means we can provide Cherwell Service Management more efficiently, more quickly and at less cost. What...
CIHS Request Approvals Matrix for Cherwell. The Problem CIH Solutions Ltd. clients face a common challenge with typical ITSM tools out of the box solution approval systems, typically limited to Analysts in the system. In many organisations this simply is not flexible...
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