7 Important business considerations for sticking with Cherwell
Are you considering whether to stick with Cherwell or consider other options? In this paper Chris Hodder, our CEO identifies some of the key decisions to make around whether to stick with their current ITSM system or consider moving. Following Ivanti’s purchase of Cherwell it’s unlikely that things will remain
Bringing our service to the next level with a Toolset Change!
It’s been an exciting time here at CIHS. We’re typically not in the habit of writing articles about what we do and how we operate. However, given the growth we’ve experienced and the new challenges we’re now facing, we felt it was time to explain some of the changes we’ve
Feature Spotlight: Kia Virtual Agent Hand-off
I wanted to shine a bit of a spotlight on one of the features that really sets apart the difference between a Virtual Agent and a Chatbot. The support structure in most organisations allows first-line support agents to handle simple, well-defined issues in high quantity, with a high degree of
Averting Disaster: How To Avoid the Top 4 CMDB Sticking Points
It’s happened before, hasn’t it? You’ve had sign-off to implement a CMDB, agreed the budget, assigned the project team… and then somewhere along the line it’s all gone wrong. Ultimately, you had to call the whole thing off. It’s a familiar story, and one shared by organisations all over the
The 3 Biggest “Shared Service Environment” Headaches
Shared service environments are a conundrum. On the one hand, cost savings can be tremendous! On the other, though, pulling off a large-scale shared service project is – let’s be honest – far from easy. Over the past few years we’ve assisted with a number of major shared service projects,
Portal Series – Cards on the Table
Welcome to part two of our blog series where we’re demonstrating a few ways to achieve a more polished look to your Self Service Portal. This post is going to show you how you can provide more clarity and structure to the “Search Result” widgets (e.g. My Tickets and Knowledge
Virtual Agent vs Real Agent – When is a real agent the better option?
Before we know it Virtual Agents will be responsible for handling the majority of requests your organisation is presented with, but at what level does it become more beneficial to have an actual agent doing the work? Before we can answer that, we need to first define what we mean
Elevate your Cherwell Self Service Portal with contemporary custom fonts
Continuing our Click and Learn series of blog posts on the topic of Self Service, I’ll be working through an example Self Service Portal and showing how we give that little bit of polish to a functional but relatively plain-looking portal, turning it into something exceptional. And I’m going to
Cherwell Collaboration Series – Portal Showcase and Best Practices
As a partner who has delivered award-winning Cherwell Self Service Portals, CIHS recently had the honour of being invited to speak at one of the Cherwell Service Management special interest group sessions. Jamie Girvin from Manchester Metropolitan University provided the Portal Showcase, giving a great insight into the process they