VIRTUAL ADMINISTRATION

Strategic direction? New Service management initiatives for IT or the Enterprise? Process design? “The Art of the Possible?”
This managed service from CIHS provides options for all of these in a fully flexible subscription model delivered through a fully auditable Self-Service portal, we practice what we preach!

b68614_2827d54399984c30a4e8ed9dc11d7932_
 
 

STEP 1

Cherwell Service Management Installation

Install and configure Microsoft Active Directory integration, out-of-the-box security capabilities, teams, technicians, user permissions, email and event monitoring, and process scheduler.

STEP 6

Knowledge Management Process Review

Review the Incident Management and Request Fulfilment processes, configure service level agreement (SLA) targets, priority matrix, services, categories, subcategories, and automation processes.

Incident Management and Request Fulfilment Configuration 

STEP 2

STEP 3

Self-Service Portal Configuration

Prepare your self-service portal for customer use by configuring with a custom logo/header, default dashboard, service desk hours of operation, and contact information. In addition, gain essential knowledge on how to add and remove classifications from the service catalogue.

Review the Problem Management functionality within Cherwell Service Management.

Problem Management Process Review

STEP 4

STEP 7

Dashboards and Report Review

Review OOTB technician dashboards and reports, and learn about Cherwell Video Learning Library classes that cover dashboard and report building.

STEP 9

STEP 8

More Automated Processes

Rapidly building/configuring no-code automations to relieve staff from manual, mundane, repetitive and eventually error-prone tasks, or complicated end-to-end enterprise processes.

Knowledge Management process, and configure knowledge base approvers

Microsoft SCCM, Cherwell Asset Management, or import a CSV file for up to two configuration items.

Train the Trainer / End-User Training

STEP 10

Transition from Test to Production Environment

Assist in the transition to the live production environment in preparation for Cherwell Service Management go-live.

Review the training agenda and end-user guides, and work with your training team to perform direct training in order to prepare end users.

Configuration Management Integration

STEP 5