Are you looking to expand Cherwell Service Management beyond your IT department and don’t know where to start? The University of Colorado Colorado Springs (UCCS) is developing a multidimensional solution to improve customer service. This session covers getting started in the process, engaging departments, motivating resistors, meeting the needs of individual departments while maintaining a core set of requirements, and lessons learned along the way. In partnership with Cherwell Software, the UCCS IT department is providing value back to the university, not just reacting to the next fire.

1. “Stop Putting Out
Fires,
Start Providing
Solutions”
Chris Wiggins
UCCS/Cherwell
Jerry Wilson
UCCS
Chris has developed CSM beyond IT, including
facilities management, student tracking,
course approval and several other projects.
Chris graduated from UCCS with a Bachelors
of Science in IT and a minor in Economics.
As the UCCS CIO, he is responsible for IT units
which support enterprise applications,
enterprise data, research support, teaching
and learning, user support, infrastructure,
communications, and information security.

2. Stop Putting Out Fires
Start Providing Solutions
Session 502
Jerry Wilson - UCCS
Chris Wiggins – UCCS/Cherwell Software
University of Colorado Colorado Springs (UCCS)

3. About UCCS
Student Body = 11,000 +
Faculty& Staff = 1,800 +

4. Create a Unified
Solution Across
the Enterprise
Improve
Customer
Satisfaction and
Relations
Create an
Environment
with
Knowledgeable
Helpful Staff
Mission

5. Customers
bounced from
department to
departmentInconsistent
answers and
solutionsDepartments have
isolated view across
the enterprise
Challenges

6. UCCS Student

7. The Goal

8. Beyond
IT
Student
Tracking
&Inquiry
Course
Approval
CRM
Facilities
Mgt.
Travel
&
Purchase
Requests

9. How we got here
Find a
Champion
Solve an
Immediate
Need
Create a
Buzz

10. Our Champion on Campus

11. How we got here
Find a
Champion
Solve an
Immediate
Need
Create a
Buzz

12. How we got here
Find a
Champion
Solve an
Immediate
Need
Create a
Buzz

13. Engaging Departments
It’s not about
the Docs and
Forms
it’s about
the data
It’s about the
process

14. How We Did This

15. UCCS/Cherwell Partnership

16. UCCS & Cherwell
Why a
Partnership
What are
the Benefits
of Working
Together
How to
Ensure the
Partnership
Benefits
Both
Parties

17. Partnership
Setting
Parameters
Leadership
on Board
Setting
Goals
Defining
Outcomes

18. Something for
Nothing
Mindset
Departments
Operate like
individual
businesses
Lots of Data
Now What?
Challenges

19. Scope Creep

20. Results
Increased
Applications
and inquiries
Elimination of
PDF forms
Departments
communicating

21. Getting Started
Start
small
Find
Common
Grounds
Find a
Champion
outside of
IT

22. Thank you for attending this
session!
Please fill out an evaluation form