The ITSM Review was invited to Cherwell Software’s EMEA Region Customer Conference on February 11th 2015, in Windsor, Berkshire, UK hosting in the region of 130 customers and partners.
The 2 day conference consisted of 25 educational sessions, covering ITSM & ITAM best practices from a mixture of Cherwell staff from the US and UK, industry experts and Cherwell customers.
We were keen to attend as customer conferences are always a good way to get a good understanding of what challenges ITSM professional face in their everyday work and how they use technology to find solutions to address these challenges in an informal and relaxed environment.
ITSM as Organisational Focal Point
There was a friendly and upbeat atmosphere at the event led by European MD Tony Probert and his team.
" #ITSM is becoming an organisational focal point" Tony Probert, @Cherwell #CEC15
— The ITSM Review (@itsmreview) February 11, 2015
The Cherwell motto is ‘Innovative technology built on timeless values’ which seemed to fit the ethos of the event as the focus and structure of the first day was on simple and old fashioned customer engagement; listening to their customer’s feedback and requirements of the software and as importantly, how it is used to drive innovation of the tool in the future. The feedback loop from their customers accounted for 31% of version 5.0 enhancements came directly from customer requests.
Interactive session discussing the @Cherwell roadmap #CEC15 pic.twitter.com/7CTHHTKZDz
— The ITSM Review (@itsmreview) February 11, 2015
Cherwell President Craig Harper opened the day with explaining that Cherwell were growing rapidly ( 1172% growth last year- Same as Linkedin) but were maintaining the right balance between customers, investors and employees. A refreshing approach in a world of software companies driven by the motivations of venture capitalists.
Too many tool vendors are desperate to please investors. Many have lost their balance ~ Craig Harper #CEC15 pic.twitter.com/Xy0ARVUBZ7
— The ITSM Review (@itsmreview) February 11, 2015
Interesting perspective from Craig Harper, @cherwell president, on balance between serving customers & investors in the SW industry #CEC15
— The ITSM Review (@itsmreview) February 11, 2015
Engagement and Agility over Firefighting Efficiency
There was a very refreshing and thought provoking presentation from new VP of Product Marketing Jarod Greene, who stated that currently ITSM is reactive ( firefighting) and now needs to move towards a strategic response that is both innovating and engaging. Greene stated that there were the 4 Ps:
- People: It’s all about the People
- Place : Be where the business is
- Platform : Appeal to the business user
- Performance : Measure success in business outcomes
Measure #ITSM value by engagement and agility over firefighting efficiency says @jarodgreene #CEC15 pic.twitter.com/C3tmGKbbeL
— The ITSM Review (@itsmreview) February 11, 2015
It's all about people. Great perspective on harnessing personality types & modern service by @jarodgreene #CEC15 pic.twitter.com/7wnWaYbJeR
— The ITSM Review (@itsmreview) February 11, 2015
Thanks to the Cherwell team for inviting us!
