Cherwell Service Management® (CSM) 5.0 delivers IT service management (ITSM), business and workforce enablement. The CSM platform, featuring truly codeless configuration and 11 ITIL®-verified processes, including Incident and Problem Management, empowers IT teams to provide amazing service and go beyond ITSM.
Cherwell’s Incident Management utilizes a visual guide to walk you through key activities of Incident Management, such as recording, classification, and investigation. Easily examine the specific data required to respond to each classified incident. For example, first call resolution questions related to a printer are different than questions related to an email incident. Respond quickly and consistently with One-Step™ actions.
Once a problem has been identified, Cherwell’s Problem Management assists in preventing 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 email, Twitter®, and RSS feeds. Once a problem is resolved, Cherwell Service Management can automatically close all linked incidents and notify end users.