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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!

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 2

Incident Management and Request Fulfilment Configuration

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

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.

Step 4

Problem Management Process Review

Review the Problem Management functionality within Cherwell Service Management.

Step 5

Configuration Management Integration

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

Step 6

Knowledge Management Process Review

Knowledge Management process, and configure knowledge base approvers

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 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.

Step 9

Train the Trainer / End-User Training

Step 10

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

Transition from Test to Production Environment

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