This document provides information about Cherwell Service Management software. It summarizes Cherwell's key features, such as out-of-the-box ITSM processes, customizable configuration, real-time dashboards, mobile access, flexible licensing, seamless upgrades, integrated processes, external application integration, and self-service portal. It also discusses Cherwell customers, implementation speed and cost advantages over competitors.

1. Totalitsm.com
Total ITSM
Irving, TX
Presenters
Mr. Raj Shekhar - Business Development Manager
Mr. Sreedhar Reddy - Sr. Sales Engineer
“Cherwell Service Management® and the Cherwell logo are trademarks or
registered trademarks of Cherwell Software, Inc., in the U.S. and may be
registered or pending registration in other countries. All other trademarks, trade
names, service marks and logos referenced herein are the property of their
respective owners/companies.”
“ITIL® is a registered trademark of the Office of Government Commerce in
the United Kingdom and other countries. PinkVERIFY™ is a trademark of Pink
Elephant, Inc.”

2. Totalitsm.com
MNCL, Inc. & Total ITSM
Established 2005
150 Employees across 40 states
BMC Remedy Consulting
IT Service Management
Custom application development
Custom implementations

3. Totalitsm.com
Gartner Report: Vendors are being selected not
because of core service management
functionalities, but for:
Flexible Licensing models & Hosting
Breadth of ITSM tool offerings
Full suite of ITSM modules, integrated CMDB
Robust reporting (currently #1 complaint)
Ease of implementation
Out-of-the-box ITIL best practices
Low total cost - including on-going maintenance
Ease of integration with other technologies

4. Totalitsm.com
Forrester recognizes Cherwell as an
“emerging leader” in ITSM based on:
Scalability and functionality
Rapid implementation
Solid product functionality and features
Very competitive price.

5. Totalitsm.com
The Cherwell difference
Full suite of ITSM modules, powerful
CMDB.
Easily customize and configure to meet
your needs.
Real-time metrics and dashboards.
SaaS or on-premise, flexible licensing.
Access anytime, anywhere.
Easily integrates with third party
applications.
Be up-and-running within weeks – not
months.

6. Totalitsm.com
Who is using Cherwell?
Cherwell Software has over 400 satisfied clients in industries
such as financial services, healthcare, retail, manufacturing,
education and telecommunications.

7. Totalitsm.com
11 PinkVERIFY™ Out-of-The-Box ITSM
Processes
 Incident Management
 Problem Management
 Change Management
 Request Fulfillment
 Event Management
 Deployment Management
 Service Asset Management
 Service Level Management
 Service Catalog Management
 Service Portfolio Management
 Knowledge Management

8. Totalitsm.com
Codeless Configuration
The reality of business is that things change – often. Utilize
software that can change with you.
Intuitive wizards and simple drag-and-drop functionality allow you
to easily modify the comprehensive suite of ITSM processes to
match your unique requirements today, and tomorrow.
With Cherwell’s Codeless Business Application Technology
(CBAT), you never need to write a line of code or script.

9. Totalitsm.com
Metrics and Reporting
Use the powerful built-in Cherwell Report Writer™,
dashboards, query-and-export mechanisms, Excel® merge, etc.
to report against any Cherwell data or even link external data
from other systems.
Leverage your investments in existing business intelligence
solutions such as Crystal Reports Writer® or Microsoft® SQL
Reporting Services.

10. Totalitsm.com
Real-Time Dashboards
Executives, managers, and end-users can all use easy-to-
configure widgets to create tailored dashboards with real-time
information that addresses their specific metrics, such as service
status, crossed thresholds, and active requests.

11. Totalitsm.com
Smart Devices & Native iPhone iPad App.
Access your data anytime, anywhere from mobile devices
Use Cherwell's iPhone Application to receive real-time data, stay
informed, and increase effectiveness.

12. Totalitsm.com
SaaS or On-Premise
Subscribe to licenses and let
Cherwell provide convenient, secure
hosting.
Cherwell allows for complete
portability - you may change your
hosting environment at any time.
Subscribe to concurrent licenses on
a pay-as-you go model or purchase
perpetual licenses.

13. Totalitsm.com
Licensing Options
Reduce required licenses by 50-75% using concurrent versus
names/dedicated licensing.
With Cherwell concurrent licensing, team members utilize a
license only while working within the application.
Cherwell’s concurrent licensing model includes 11 PinkVerify™
ITSM processes plus any processes you create yourself.
With Cherwell, you can subscribe to licenses on a pay-as-you go
model or take advantage of your capital budget and purchase
perpetual licenses.

14. Totalitsm.com
Seamless Upgrades
Upgrades should not be more painful than your
original implementation.
Simply run the installer, choose to upgrade, and in
minutes you are back up and running with the new
version.
Cherwell’s metadata Platform as a Service (PaaS)
retains your configuration with every upgrade.

15. Totalitsm.com
Fully Integrated Processes
All of the processes are fully integrated, providing a
comprehensive view of the relationships between incidents,
problems, requests, etc.
Intuitive wizards and drag-and-drop functionality allows you to
quickly and easily modify the processes to match your specific
business requirements.

16. Totalitsm.com
External Application Integration
With Cherwell, there is no need to purchase additional plug-ins or
APIs to integrate with third-party applications.
For more advanced integrations, Cherwell has extremely
complete .NET Web Services APIs.
Integrates with external directory services such as LDAP
Microsoft® Active Directory, Novell® eDirectory and other open
source / commercial implementations.

17. Totalitsm.com
Outlook Integration
View, modify, and create records directly from Outlook®. You
never have to launch a separate application.
Immediately see when an Outlook message is linked to a Cherwell
record, and execute arbitrary actions against the record straight
from the Outlook UI.

18. Totalitsm.com
Social Media Integration
Cherwell Service Management provides a complete
framework of actionable integrations to a multitude of
social media sources.
Simple One-Step™ actions allow you to notify
customers via e-mail or Twitter®.

19. Totalitsm.com
Graphical Process Manager
Forget programming. Cherwell’s intuitive drag-and-drop
functionality allows you to graphically create event-driven business
processes.
Visual cues provide detailed information alerting you of conflicts,
dependencies, and routing.

20. Totalitsm.com
Automate Actions with One-Steps
Cherwell One-Steps allow you to quickly and easily print reports,
launch programs, send email, create business objects, tweet, and
more!
One-steps can be launched manually, or can be launched
automatically based on system events or a regular schedule.

21. Totalitsm.com
Visualization Manager
View your data in a graphical, hierarchical format in order to
recognize the relationships between all of your business objects.

22. Totalitsm.com
Self Service Portal
Reduced your service desk
volume by as much as 65%
Streamline and automate
common service requests
Technicians can quickly
review, approve, and
communicate to end-users the
status of the request

23. Totalitsm.com
Customer Surveys
Easily collect feedback from
your customers regarding your
support teams’ performance,
allowing you to address issues
immediately.
Team leaders, managers, and
directors can incorporate survey
results into their dashboards.

24. Totalitsm.com
For additional questions or to schedule an
on-site custom demo please call
Office: 972-518-2100
Cherwell
Email: info@totalitsm.com