Johan Swart has worked as a Light Current Electrical Engineer for 10 years at SuperGroup in South Africa. His focus for the past 2.5 years has been IT Service Management, including implementing good practices with Cherwell and CBAT. He presented on SuperGroup's exception management solution that funnels alerts into Cherwell to provide visibility and prioritize critical events, directing them to the correct people through email or SMS. The solution processes and maps events to configuration items and services, and automatically closes resolved issues. It provides a consolidated exceptions homepage and supports business processes.