Key Features
If you can envision and map a process, you can build it – without programmers!
- Code-less Configuration
The reality of business is that things change – often. Utilize software that can change with you. Intuitive wizards and simple drag-and-drop functionality allow you to easily modify the comprehensive suite of ITSM processes to match your unique requirements today, and tomorrow. With Total ITSM and Cherwell Software’s Codeless Business Application Technology (CBAT), you never need to write a line of code or script.
- Metrics and Reporting
Use the powerful built-in Total ITSM and Cherwell Software Report Writer™, dashboards, query-and-export mechanisms, Excel®merge, etc. to report against any Total ITSM and Cherwell Software data or even link external data from other systems. You can also leverage your investments in existing business intelligence solutions such as Crystal Reports Writer® or Microsoft® SQL Reporting Services.
- Real-Time Dashboards
Executives, managers, and end-users can all use easy-to-configure widgets to create tailored dashboards with information that addresses their specific metrics, such as service status, crossed thresholds, and active requests. Rather than viewing stagnant charts, users can perform actions directly from the dashboard.
- Smart Devices and Native iPhone Application
Leave the constraints of your desk behind!
Access your data anytime, anywhere from: Video
- Windows® application
- Cross-platform browser applications
- Outlook®
- iPad®, iPhone®
- BlackBerry®, Android®, Nokia®, Windows® Mobile 7, etc.
Use Total ITSM and Cherwell Software’s iPhone Application to receive real-time data, stay informed, and increase effectiveness.
- Powerful native iPhone Application, not a browser-based approach
- Display frequently used Dashboards
- Secured connection with roles-based definitions and profiles
- Alerts displayed at start-up
- Flexibility to organize your own toolbar
- Drill down into gauges and charts to view specific record details
- SaaS or On-Premise
Want a robust, out-of-the-box SaaS solution? Simply subscribe to licenses and let Total ITSM and Cherwell Software provide convenient, secure hosting. You also have the option to host on-premises or at your preferred data center. Total ITSM allows for complete portability – you may change your hosting environment at any time.
With Total ITSM and Cherwell Software, you can subscribe to concurrent licenses on a pay-as-you go model or take advantage of your capital budget and purchase perpetual licenses.
- Licensing Options
Why pay for licenses you don’t need? Gartner® estimates that companies can reduce required licenses by 50-75% using concurrent versus names/dedicated licensing.
With Total ITSM and Cherwell Software concurrent licensing, team members utilize a license only while working within the application. In addition, your customers who access the self-service portal do not require a license – and neither do Total ITSM and Cherwell Software administrators who manage the system or business users who simply want to view dashboards and reports.
Total ITSM and Cherwell Software’s concurrent licensing model includes 11 PinkVerify™ ITSM processes plus any processes you create yourself. Some competitors charge by each process for each user, and even an additional fee just to have the process available – causing licensing fees to skyrocket as your organization grows and matures.
With Total ITSM and Cherwell Software, you can subscribe to licenses on a pay-as-you go model or take advantage of your capital budget and purchase perpetual licenses.
- Seamless Upgrades
Upgrades should not be more painful than your original implementation. With Total ITSM and Cherwell Software all upgrades are seamless, and your customizations and personalization will continue to work without requiring a fleet of expensive consultants. Simply run the installer, choose to upgrade, and in minutes you are back up and running with the new version. Total ITSM and Cherwell Software’s metadata Platform as a Service (PaaS) retains your configuration with every upgrade.
- Fully Integrated Process
All of the processes are fully integrated, providing a comprehensive view of the relationships between incidents, problems, requests, etc. Intuitive wizards and drag-and-drop functionality allows you to quickly and easily modify the processes to match your specific business requirements.
- External Application Integration
With Total ITSM and Cherwell Software, there is no need to purchase additional plug-ins or APIs to integrate with third-party applications. Total ITSM and Cherwell Software provide numerous mechanisms for connecting to 3rd party and home-grown systems without programming. For more advanced integration’s, Total ITSM has extremely complete .NET Web Services APIs.
- Outlook Integration – Video
End the cut-and-paste nightmare.
View, modify, and create records directly from Outlook®. You never have to launch a separate application. The Total ITSM and Cherwell Software Outlook Integration can automatically link e-mails to Total ITSM and Cherwell Software records as they come in to your InBox. Immediately see when an Outlook message is linked to a Total ITSM and Cherwell Software record, and execute arbitrary actions against the record straight from the Outlook UI.
- Social Media Integration – Video
Total ITSM and Cherwell Software provide a complete framework of actionable integrations to a multitude of social media sources. Monitor Twitter® and, if required, open a ticket directly from a Tweet or an RSS item. You can even utilize Twitter and RSS feed to update your customers from any area or business object within Total ITSM and Cherwell Software.
Simple One-Step™ actions allow you to notify customers via e-mail or Twitter®. You can also easily integrate with LinkedIn®, Google® Maps, Facebook®, YouTube® and any number of other social media tools.
- Graphical Processor – Video
Forget programming. Total ITSM and Cherwell Software’s intuitive drag-and-drop functionality allows you to graphically create event-driven business processes – from basic to extremely detailed, multi-step and multi-dependency processes. Visual cues provide detailed information alerting you of conflicts, dependencies, and routing – creating a framework for your team to provide accurate, consistent results.
- Automate Actions with One-Step (TM) – Video
Total ITSM and Cherwell Software’s One-Steps allow you to quickly and easily print reports, launch programs, send email, create business objects, tweet, and more! Combine multiple operations to build complex business functionality via a simple WYSIWYG merge UI. One-steps can be launched manually, or can be launched automatically based on system events or a regular schedule.
View your data in a graphical, hierarchical format in order to recognize the relationships between all of your business objects. For example, understand the impact analysts of a change request by quickly reviewing all dependent configuration items that might be affected.
- Self-Service Portal
Total ITSM and Cherwell Software customers have reduced their service desk volume by as much as 65% – simply by utilizing the self-service portal for standard requests, such as password reset.
Streamline and automate common service requests. Allow end users to 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.
- Customer Surveys – Video
Easily collect feedback from your customers regarding your support teams’ performance, allowing you to address issues immediately. Team leaders, managers, and directors can incorporate survey results into their dashboards.
- External Authentication Integration (AD, LDAP)
Integrates with external directory services such as Microsoft® Active Directory, Novell® eDirectory and other open source / commercial implementations.
- Code-less Development Platform
Regardless of whether you utilize Cherwell in the cloud or on-premises, you can utilize Total ITSM and Cherwell Software’s codeless Platform as a Service (PaaS) and WYSIWYG development environment for creating additional, fully integrated business applications.
Use wizards and drag-and-drop functionality to create applications such as:
- Inventory Management
- Facilities Management
- Equipment/Resource Tracking
- Human Resources Management
