Out-of-the-Box ITSM Processes – Video
Our scalable, all-inclusive solution provides for your needs now – and in the future.
Is Total ITSM and Cherwell Software, Helpdesk software, Customer Support software, or Technical Support software? Quite simply – all of the above.
Whether you simply want to manage daily incidents and service requests or utilize all of the out-of-box, 11 PinkVERIFY™ ITSM processes, Total ITSM and Cherwell Software provide a platform for success. All of the processes are fully integrated, providing a comprehensive view of the relationships between incidents, problems, changes, etc. And the intuitive wizards and drag-and-drop functionality allow you to quickly and easily modify the processes to match your specific business requirements. All for a fraction of the cost compared to some vendors.
Utilize a visual guide to walk you through key activities of Incident Management, such as recording, classification, investigation, etc. Easily examine the specific data required to respond to each classified incident, such as first call resolution questions related to a printer compared to those for questions related to an email incident. Respond quickly and consistently with One-Step™ actions.
Once a problem has been identified, prevent further incidents from being logged into the system by rapidly communicating the known problem to your end-users. Simple One-Step™ actions allow you to notify customers via e-mail, Twitter®, and RSS feeds. Once a problem is resolved, Total ITSM and Cherwell Software can automatically close all linked incidents and notifies end-users.
ITIL-based visual workflows guide you through each core activity of Change Management. Know in advance how changes can impact your assets and eliminate conflicts, both up- and down-stream, with the Visualization Manager. Effortlessly conduct post-change analysis to understand how changes impacted timelines, expenses, or goals with Total ITSM and Cherwell’s Software post-implementation questionnaire.
Prevent unexpected conflicts, lost revenue, and disgruntled customers by utilizing out-of-the-box, ITIL-based procedures. Integration with the CMDB allows all configuration items to be automatically updated with distribution and installation activity and the integration with Change Management allows you to see details on all bundled changes without having to toggle back and forth.
Streamline and automate common service requests such as new employee set-up, requests for equipment, etc. End users can easily select the desired service from your provided service catalog, and track the progress of their request via the self-service portal. Technicians can quickly review, approve, and communicate to end-users the status of the request with Total ITSM and Cherwell Software’s simple One-Step actions.
Total ITSM and Cherwell Software easily integrates with various network-monitoring tools – alerting the service desk of issues, and potentially fixing them, before your end users and customers even know there is anything wrong. With Total ITSM and Cherwell Software, you can create rules so that when an event happens, such as a failed server notification, an incident is created and subsequent notifications are tied to it.
Improve incident and request resolution times by providing up-to-date asset information to support staff. Total ITSM and Cherwell Software provides a visual, graphical representation of not only all upstream and downstream configuration items (CI), but also services, changes, contracts, releases, and end-users associated with the CI.
Total ITSM and Cherwell Software’s robust monitoring will proactively warn you of pending SLA breaches and provides critical performance metrics. Easily track SLAs based on services, CIs, customer levels or any combination you choose.
Provide an actionable, easy-to-use service catalog that presents end-users with only those specific services to which they are entitled. You can even provide associated costs, estimate delivery times, and use Total ITSM and Cherwell Software’s Product Catalog or integrate with a third-party catalog to enable charge-backs.
Create an environment of transparency and proactively communicate the value of IT services and products provided by presenting a business-oriented view of available services, key costs, and quality metrics. Total ITSM and Cherwell Software links all internal relationships, and provides a graphical representation of all configuration items, SLAs, and OLAs required for each service – revealing the overall impact of Incident, Problem, and Change requests on service availability.
Reduce service desk requests by providing “Google-like” one-click access to federated knowledge searches of existing modules, PDFs, Microsoft® Office, and URLs. Total ITSM’s powerful knowledge management features can help your service desk team – and your customers – improve resolution times by providing a repository to successfully capture, structure, and reuse service-related knowledge.