Integrations Group Test line up announced

Winning team: Which tool set will lead our Integration Group Test by Ros Satar (…and gratuitous shot of Chris Froome in his yellow jersey enroute to win the 100th edition of the race with Team Sky)
Winning team: Which tool set will lead our Integration Group Test by Ros Satar (…and gratuitous shot of Chris Froome in his yellow jersey enroute to win the 100th edition of the Tour de France with Team Sky)

Absolute Software, BDNA, Bomgar, Cherwell, EasyVista, LANDesk, ManageEngine, Matrix42, Nexthink and ServiceNow are confirmed participants for our upcoming ‘Integrations’ review.

The review will delve into integration tools which compliment ITSM processes.

“Whether it be speeding up implementations by cleaning up the original data needed to set up the system in the first place, to incorporporating Systems Management data, we want to take a look at the supporting products that help us manage IT and business services end to end.”

The assessment criteria at a glance:

  • Pre-Deployment Set-up
  • Integrations to Asset and Configuration information
  • Event Management
  • Support Services
  • Resource Management
  • Any other useful data that supports ITSM

Full details of the assessment criteria can be found here.

Reviewer: Ros Satar

Confirmed Participants:

  1. Absolute
  2. BDNA
  3. Bomgar
  4. Cherwell
  5. EasyVista
  6. LANDesk
  7. ManageEngine
  8. Matrix42
  9. Nexthink
  10. ServiceNow


All results will be published free of charge without registration on the ITSM Review. You may wish to subscribe to the ITSM Review newsletter (top right of this this page) or follow us on Twitter to receive a notification when it is published.

Image Credit (Sky Wallpapers)

Reasons to be cheerful: ITSM in the ascendancy at #SITS13

I have just returned from the Service Desk and IT Support show held at Earls Court in London over the last couple of days. It has been great to catch up with industry friends: old, new and digital.

A snapshot of ITSM Industry sentiment from the last two days would be: Buoyant

  • If 2012 was about thinking/planning, 2013 is about doing
  • Many more organizations are looking to proceed with projects and have a green light on implementation
  • Visitors come armed with very specific requirements and needs rather than ‘we might be in the market for a new helpdesk’
  • Frameworks are a given, it’s much more than Service Desks – visitors have much broader, longer term ITSM objectives

But don’t take my word for it – Some pillars of the ITSM industry have kindly shared their views:

Peter Durrant, LANDesk
Peter Durrant, LANDesk

Peter Durrant, Enterprise Sales Director for LANDesk Software, who recently hit 150% of their European Sales target, reports new clients are increasingly approaching LANDesk with end-to-end ITSM requirements rather than replacing ticketing systems. In difficult times, customers see LANDesk as a low risk and reliable option with a strong reputation.

Colin Rudd, itSMF
Colin Rudd, itSMF

Colin Rudd, Chairman itSMF UK reports good interest in membership at the show. Echoing Peter’s comments above Colin stated the industry is maturing beyond ITIL and Service Desks into much broader ITSM requirements. Exciting times for the industry and to be part of the itSMF community.

Tony Probert, Cherwell
Tony Probert, Cherwell

Tony Probert, Managing Director UK and EMEA at Cherwell Software stated that SITS is a barometer on where the industry is going and his judgement from the last few days was a lot more positive. Projects are becoming unstuck, purse strings are being released and the industry is looking very positive. Clients are becoming very specific about their requirements and have moved beyond Incident, Problem and Change to Portals, Systems Integration and Advanced Reporting. Cherwell have put effort into building their partner community and have recently signed up new business partners in Spain, Russia, Hungary and Norway.

Emma Spear, SDI
Emma Spear, SDI

Emma Spear, Head of Marketing and Events at The Service Desk Institute broke with the norm with a relaxed and sociable ‘tea party’ presence at SITS. Emma reported the SDI Service Desk Certification was very popular and the team were preparing for the SDI Conference on June 18th – 19th in Edgbaston.

Tom West-Robinson, Marval
Tom West-Robinson, Marval

Tom West-Robinson, Account Manager at Marval Group also noted that show visitors have a much clearer understanding of what they want and that projects are beginning to make progress. Tom stated that many organizations face high value maintenance renewals on their existing helpdesk software and are actively investigating better value alternatives.

Andrew Smith, BMC
Andrew Smith, BMC

Finally, Andrew Smith, Solutions Marketing Manager at BMC Software, expressed his surprise at the vibrancy of the show. He stated that although 2012 was good in terms of visitor numbers, this year has been particularly good for the level of engagement. Lots of companies were talking about projects in 2012; in 2013 they are starting to implement them. Andrew noted it was great to see new exhibitors and alternative technologies appearing as well as the industry regulars.

SITS visits Berlin in late September before returning to Earls Court in April 2014.

Review: Cherwell

This independent review is part of our 2013 Incident and Problem Review. See all participants and terms of the review here.

Executive Summary

Elevator Pitch Cherwell use intelligent interfaces and well constructed forms to automate the basics of the processes in a comprehensive and informative way.
  • Core stages of process management as part of the user interface
  • In-context configuration mapping that makes handling concurrent incident and problem mapping management very easy
  • Potential depth of customisation in terms of use of forms (Specifics) lends itself to improving/enhancing investigation and first-time-fix.
  • While promotion to a Major Incident, automatic raising of a Problem, linkage to the Global Alerts feature and the ability for users to indicate they are affected too from Self Service is great, that indication is linked to the automatically opened problem record, not the Major Incident.
  • Customers seem to have indicated interest in linkage to the Major Incident as an out-of-the-box capability and it would make sense to provide it.
Primary Market Focus Based on the information provided, Cherwell actively market to customers of all sizes(Small <100 to Very Large >10,000)They are classified for this review as:Specialised Service Management Suite – Offering ITIL v3 processes and proprietary discovery tooling.

They use a best of breed approach to Monitoring and also Third Party discovery tools.

Commercial Summary

Vendor Cherwell Software
Product Cherwell Service Management
Version reviewed V4.3
Date of version release December 2012
Year founded 2003
Customers 400+
Pricing Structure Fully inclusive concurrent user usage for both perpetual and SaaS licensing models.
Competitive Differentiators
  • Completely integrated management processes and totally configurable against an organisation’s current and future service request models, without the need to write a single line of code via programming or scripting services.
  • Integrated Platform as a Service (PaaS) technology to empower users to easy develop and deliver integrated business services offerings.
  • Quick, easy, seamless system upgrades and low cost of ownership for ongoing system management overheads.
Additional Features Integrated application development platform. Integrated Project Portfolio Management module. Full social media integration and features for BYOD management. Multi portal, multi user, fully configurable web portal technology.

Independent Review

There was an interesting debate to be had about the incorporation of the core elements of recording an incident, as part of the record – Record, Classify, Investigate, Resolve, Close.

This “Breadcrumb Trail” is an effective way to have the system reinforce best practices.

One of the best features is the ability to create as much automation around the investigation phase of incident recording.

Cherwell make use of a form structure (“Specifics”) that are presented crisply and succinctly within the record to help the service desk to work through some very simple initial investigation queries.

Several are supplied out of the box but can be easily built.

Using business language in the impact and urgency matrices (again primarily for Incident) shows that Cherwell recognise that ITSM tools need to work across organisations.

There is a lot to like out of the box for Cherwell, and their 80/20 philosophy pays off again, in trying to expedite the processes.

Logging & Categorisation

From the moment an incident record is opened, the interface can bring up all kinds of neat interfaces for example:

The level of integration demonstrated within the tool allows for callers to be identified by just first name and department (if they so chose) and also bring up a wealth of information about the caller if required for example assets related to them, information about any surveys they have responded to, and other record they have opened.

The Categories and Sub-Categories are dependent on the type of service selected (the Sub-Category determines if that record is indeed an Incident, or a Service Request).

But behind that the “Specifics” form structure that Cherwell provide (both out of the box and customisable) provide the Service Desk Analyst with a number of queries to try and drive a first-time-fix resolution.

Tracking and Escalations

From the start point of a Service Desk Analyst to transferring to support teams, the depth of information is primarily controlled by macros (called “One-Steps”).

These macros are used to automate as much of the process as possible.

As tools evolve, the more of the mundane that can be automated, the better the focus can be on the user experience, and One-Steps are a great mechanism for taking care of those repetitive actions.

The key, as with any tool, will be to ensure that the process (i.e. the point at which a record is transferred) is clear and concise and that the tool can provide that transition as seamlessly as possible.

When it comes to creating a Problem from an existing Incident, Cherwell offer a visual configuration map, which allows in-context updates to the related Incident and/or Problem without the need to navigate away from the map itself.


Another great feature is the wording on the Impact and Urgency matrix.

The Matrix applies to a specific service and when customised, can display terminology that the business understands.

Instead of values of High, Medium and Low, having terminology like: Individual, Department, Building to describe the impact makes it a lot less like describing an IT problem, and a lot more like describing a business issue.


Coming back to those “breadcrumbs” – if a customer wishes to re-open a resolved incident, the core stages turn an angry red, with a warning triangle and escalation mark to make it very obvious this is a record that needs continued action.

Of course, those incidents that are resolved without further issues are seen as a soft-closure until the service desk receives concurrence from the user that the record can be closed.

Major Incident/Problems

There is not a separate workflow for Major Incidents (or Problems for that matter), and out of the box, there is a button to promote an incident to be Major.

This in turn triggers off the creation of a problem, and can update a Global Alert section on the Self Service Portal so that end users can see that there is something happening on a wider scale.

They can even indicate that they are affected too, but currently this will create a link to the Problem that was created when the Incident was promoted.

It can be easily resolved by the creation of a new business object for a Major Incident, and indeed customers have fed this back, so it is a little bit of an oversight that it works this way.


The value is how that experience can be enhanced to enable the Service Desk to achieve higher First-Time-Fix, and how terminology can be modified to appeal to the wider business, and not just those who read ITIL books at night.

The star of the Incident and Problem show were the Specifics forms – Business Objects that Cherwell have developed that sit within a record (across a number of processes) with meaningful prompts and questions.

Obviously this does not happen by magic – there is a case for a knowledgeable administrator who understands more than just playing with technical toys.

To really get the most out of this system, an administrator would need to understand the business processes in play, a level of system design knowledge, and the ability to not get carried away adding forms and macros.

Of course, the extremely customisable nature means that this is by no means guaranteed, but the level of knowledge given in demonstrations should ensure that organisations receive good advice.

The only glitch for me was the Global Alert link for affected users not lining up with the incident – this is easily fixable though and really is a minor pick, rather than a fundamental faux-pas.

Cherwell Service Management Customers


Click on the thumbnails to enlarge.

From the Cherwell Brochure

  • 11 PinkVERIFY™ ITSM processes
  • Intuitive wizards and simple drag-and-drop functionality
  • With Cherwell’s Codeless Business Application Technology (CBAT), you never need to write a line of code or script. Upgrades are effortless.
  • Rapid easy implementation and easily adaptable over time
  • Out-of-the-box processes to assist customers with critical Business Alignment

In Their Own Words:

Cherwell Software

The Complete IT Service Management Solution

Cherwell Software is the developer of Cherwell Service Management™ – a fully integrated solution for IT and support professionals.  The Cherwell solution offers complete choice of software deployment and licensing models: on premise or hosted; perpetual purchase or subscription; you choose!

Designed using Microsoft’s .NET platform and Web 2.0 technology, Cherwell delivers 11 fully integrated ITIL v3 PinkVERIFY accredited management processes straight ‘out-of-the-box’, including Incident, Problem, Change, CMBD, Request, SLA, Service Catalogue and Knowledge.

Web portal technology and social media integration is key to the future success of the Service Desk. With increasing business demand for enhanced services and improved access to information, Service Desks need agile, innovative and flexible web based technologies to meet the high expectations of  users.

Cherwell’s latest Web Browser Portal experience uses leading edge and cross-platform technologies (HTML5/CSS3, Ajax and jQuery) built from the ground up to provide a very responsive application-like experience with no browser plug-ins needed.

Cherwell Service Management is 100% configurable and customisable by its end users and delivers a highly scalable and extensible development platform.  Its CBAT platform enables customers to develop integrated business applications such as: CRM, HR, Project Management, Student Records and Facilities Management systems.

Offering a truly holistic approach to service management, Cherwell empowers IT and support departments to fully align themselves with the organisation they support.  Quick to deploy and easy to use, Cherwell delivers true enterprise functionality at lower costs and without the need for any programming resources.

Further Information

Group Test Index

This independent review is part of our 2013 Incident and Problem Review. See all participants and terms of the review here.

INFOGRAPHIC: Service Desk 2013 – A view from the frontline

Interesting infographic from Cherwell Software below.

“The SDI / Cherwell Software Service Desk 2013 survey [conducted December 2012] asked Service Desk professionals for their hopes, dreams, fears, frustrations and priorities for 2013. Here are the results…. the view from the frontline.”

‘Increasing our value to the business’ is still the number 1 priority.

(Am I alone in thinking the best way to quantify and prioritize service delivery is via ITAM?).

Positively, 39% report that life on the service desk has improved in the last year.

Click on the image to enlarge.

Coming Soon: Axios, BMC, Cherwell, NetSupport, TOPdesk & Nexthink Slog it out

Incident and Problem Product Review
Axios, BMC, Cherwell, NetSupport, TOPdesk & Nexthink slog it out for our Incident and Problem Management review

Axios, BMC, Cherwell, NetSupport, TOPdesk and Nexthink are confirmed participants for our upcoming ‘Incident and Problem Management’ review.

Our assessment Criteria at a Glance:

  • Logging & Categorization
  • Tracking
  • Lifecycle Tracking
  • Prioritisation
  • Escalations
  • Major Incidents and Problems
  • Incident and Problem Models
  • Incident and Problem Closure

Full details of the assessment criteria can be found here.

Reviewer: Ros Satar 

Confirmed Participants:

All results will be published free of charge without registration on The ITSM Review. You may wish to subscribe to the ITSM Review newsletter (top right of this page) or follow us on Twitter to receive a notification when it is published.

2012 Request Fulfilment Group Test – The Results

In a previous article I looked at what ITIL 2011 had added to the Request Fulfilment process and some of the pitfalls we may have seen with implementation in the past.

This technology review looks at what this means, in practical terms, when approaching Request Fulfilment – what should we be looking for?

Our goal is to highlight the key strengths, competitive differentiators and innovation in the industry. The assessment criteria we used to steer the review process can be found here: REQUEST FULFILMENT ASSESSMENT CRITERIA.

Tools Reviewed:


There is a particular challenge when it comes to assessing ITSM tools in some depth.

You want to see more than just a glossy demo – you want to understand how it can help you tackle some of the key processes at its core.

I decided the best way to showcase how ITSM tools and suites could help potential customers meet their process AND tool needs was to split up the processes and throw the doors open to vendors one by one.

The best place to start was the End User – how they come into contact with the ITSM beast in as seamless a way as possible to their experience.

Although the guts of the process involves pushing records from group to group before closure, the ways in which our participating vendors get you to the finish line was at times quite varied.

Do end users care about all the steps along the way regarding their requests? Or do they just want to see an end date by when they can expect a shiny new smartphone to land at their desk.

All of these elements can be tracked and configured to within an inch of their lives, if required.

One thing that was refreshing in this round of reviews was gaining an understanding of more than just the tool/module.

Quite often, the lifecycle of a record for any of the processes is going to be similar, creation, assignment, some decision trees and then done (in a perfect world!).

But it is the journey, and more importantly the interpretation by our featured vendors, that made this review as interesting as it was.


Unlike many single-function tools out there, ITSM tools tend to have their fingers in many pies, and will offer integration to all kinds of other tools. All the vendors who participated were classified as Specialists – i.e. Vendors whose sole focus is ITSM.




BMC FootPrints






The next table provides a high level overview of competitive differences between the tools.

  • In a nutshell – A brief description of each technology
  • Primary Purpose – Each technology may be used in different ways but this is the main purpose of the technology.
  • Strengths – key positive points highlighted during the review
  • Weaknesses – key negative points highlighted during the review


Elevator Pitch Strengths


BMC FootPrints Entry-level, flexible ITSM solution, offering customisable services Nice tough in incorporating screen-prompts to start to mould end-user behaviour Text driven workflow is comprehensive but lacks the visual effect of graphical workflows
Cherwell Cherwell offer an holistic approach by providing customers with a comprehensive out-of-the-box offering for fast deployment, and ease of use Predefined forms based on their years of experience of what details are required, for a number of standard requests Although not programming outright, some of the depth of customisation lends itself to administrators with string process knowledge, business logic and data structures.
Marval Marval bring their “ITIL: Common sense written down” approach to their tool, which takes you to the root of the task to get the job done. Simplicity and flexibility which does the job smartly. It would have been good to see what the supplied services and examples were Out of the Box.
PMG A “rescue remedy” for replacing inadequate Service Catalogue/Request Fulfilment modules of ITSM Suites A dedicated approach to providing enterprise delivery specifically around Service Catalogue & Request Fulfilment Although they have a few standalone ITSM customers, their Ticketing system for other ITSM processes is very basic when standing up against other
ServiceNow A solid integrated platform, with the focus on improving the user’s experience of Request Fulfilment, and also focussing on the equally important business view. They boast a unique approach of focussing on an end-user’s experience in engaging with IT through the Request Fulfilment process Although there are administration courses, all too often the responses relied on finding answers to configuration questions “in the wiki”.As comprehensive as it is, when others promote that element of “handover” to the system’s custodians, ServiceNow seem to want to default to detachment.


Approximate number of customers for each vendor:

  • BMC Footprints – Europe: 1000+ ; Worldwide: 5000+
  • Cherwell – 400+
  • Marval – 400+
  • PMG – Not disclosed
  • ServiceNow – 1200+


Of the five vendors reviewed I was particularly impressed with the following vendors:

  • Best in Class Mid-Market: Marval – Their ethos of keeping it simple just made it stand out.
  • Best in Class Enterprise: ServiceNow – I had a managed service view of this product and thought I knew what I would see.  I was pleasantly surprised, and although I can completely appreciate PMG’s position and can absolutely understand why they are called in to replace some ITSM suites.
  • Best in Class All Tools: Cherwell – I was an IT Architect, specialising in ITSM, and the Pareto 80/20 rule was my mantra in my former life. Cherwell’s approach to (re)use their expertise and develop a depth of standard requests covering pretty much most details that are required makes them the most comprehensive offering in this review.

Deep Dive

Further details for each vendor can be found by using the links below:


The information contained in this review is based on sources and information believed to be accurate as of the time it was created. Therefore, the completeness and current accuracy of the information provided cannot be guaranteed. Readers should therefore use the contents of this review as a general guideline and not as the ultimate source of truth.

Similarly, this review is not based on rigorous and exhaustive technical study. The ITSM Review recommends that readers complete a thorough live evaluation before investing in technology.

This is a paid review. That is, the vendors included in this review paid to participate in exchange for all results and analysis being published free of charge without registration. For further information please read the ‘Group Tests’ section on our Disclosure page.

Service Management’s 4 Golden C’s: Codeless Configuration & Complete Customisation

Edinburgh Castle from Princes Park.

Cherwell Software has won a new customer for its Service Desk software solutions in the shape of Baillie Gifford, an independent investment management partnership based in Edinburgh, Scotland.

Baillie Gifford is one of the largest investment trust managers in the UK. The firm is wholly owned by 36 partners and manages in excess of £75 billion with 700 staff.

Complete Customisation

Having opted for the firm’s own-branded Cherwell Service Management product from Cherwell Software, Baillie Gifford says that it was drawn to its decision via the option to gain “complete customisation and seamless upgrades” with the tool.

Baillie Gifford’s IT service desk manager Rob Whittaker asserts that Cherwell has an intuitive product (with some products reviewed he found it difficult even to see how to log a call at first glance) that works using single step effectiveness i.e. it can be launched manually or automatically — and that this would help his team to save time and automate regular, repeatable tasks.

Codeless configuration

For its part, Cherwell also champions its “codeless configuration” technology and upgrades that could potentially save time and effort.

“When we started the review process, we had not heard of Cherwell Software,” said Gifford. ‘The company came up in an Internet search, and based on the demos and videos on its website and the fact that its sole business focus is ITSM, it became a candidate we wanted to see more from.”

Prior to the itSMF Annual Conference in November 2011, Baillie Gifford narrowed down its prospective list and reviewed four solutions at the show.

“During the two days, we visited the Cherwell stand three times,” said Gifford. “Unlike other stands, when we asked questions we weren’t just given a standard demo we were shown how the product would function. With the other vendors, features were always ‘coming soon’ or ‘could potentially’ do what we were looking for.  The Cherwell product matched what we had learned from their website. It’s built from the ground up and is not just shoe-horned onto another product.”

Before “go live”…

Following what it has described as a “stringent” software testing and evaluation process starting at the end of 2011, Baillie Gifford placed its order with Cherwell in early March 2012 and went ‘live’ with Cherwell Service Management on 21 May 2012. The company then spent a weekend migrating final data, live testing and rolling out.

“Cherwell offered us the product to test and evaluate prior to making a purchasing commitment,” said Gifford. “No one else offered us that. They allowed us to go away and actually use the software to make sure it met our needs. This told me that the company is confident that the product can do what they promise it will do.”

Cherwell Software 
is headquartered in Colorado Springs, USA and with its EMEA offices based in the UK. Cherwell’s wizard driven CBAT application development platform empowers users to create new screens, business processes and to develop additional business applications without the need for developer resources, bespoke coding or scripting services.

Photo Credit

Winners and Losers in the ITSM Premier League

Six leading ITSM vendors went head to head this week at the itSMF UK Tools forum. The free event was held at the Etihad stadium in Manchester, home of the 2012 premier league winners Manchester City.

This was openly promoted as a tool focused event. A perfect opportunity for some of the leading lights of the industry to showcase their technology and highlight their competitive differentiators.

An opportunity to shine?

It’s a tough, competitive market out there. Differentiate or die.

I was eager to find out which vendors could articulate their unique qualities, who could position themselves in the market? Could they inspire confidence in buyers? Would buyers be safe in their hands?

The result? In my opinion – Delegates experienced the full spectrum from cutting edge to dull as dishwater:

Roy IllsleyOvum (6/10)

Roy gave us an interesting, thought provoking presentation. The content seemed to be a bit out of place for the theme of the day but otherwise it was great talk and I look forward to delving into the slide deck when it becomes available (Applying Lean principles to IT Strategy).

Patrick BolgerHornbill (9/10)

You can tell why Patrick has ‘Evangelist’ in his job title. Patrick gave us an inspirational pitch for not only his company but also the industry as a whole. If all Hornbill customers have the same software installed and the same ITIL training – how is it that they experience vastly different results? Patrick argued that it is because of the people. Hornbill believes in putting their successful customers on a pedestal when positioning their solution. Nice job Patrick.

Tony Bambury, FrontRange (1/10)

Tony provided us a live demo of their SaaS solution and ran through a user ordering an iPhone. I struggled to see how FrontRange differed from the rest of the pack. An opportunity missed.

Kevin Parker, Tom Burnell and James Warriner from Serena (8/10)

Serena have some closet amateur dramatics buffs in their midst. Serena declared an end to dull PowerPoint pitches and provided a refreshingly different demonstration of their technology. We were entertained by means of a reenactment of one of their ‘Doug Serena’ episodes.  For me, it would have been the presentation of the day – but unfortunately it was difficult to hear their presentation and the ‘actors’ were not always visible, so we lost the thread at times. Otherwise – an excellent slot by Serena and they should be congratulated for their effort, preparation and originality (the product looked good too!).

Dave D’Agostino from ServiceNow (5/10)

Dave gave a safe and steady presentation on ‘SaaS driving forces’ and positioned ServiceNow as a cloud platform rather than pure ITSM focused tool. I’m personally not convinced that the market needs telling the advantages of cloud anymore and I would welcome some more pragmatic advice about shifting services to the cloud. E.g. if you are in this particular industry facing abc market forces and xyz legislation this is what similar customers achieved. Perhaps it’s time to move the conversation on from ‘You don’t need to buy servers!’.

I also thought Dave’s ROI model of on premise versus cloud looked a bit shaky, given the likely implementation / customization costs of ServiceNow over a 3 year period – I would welcome some independent industry statistics on this.

Don Page, Marval (4/10)

I tuned out for Don’s session. It was entertaining but a bit of a rant. If I were a prospect for a new ITSM tool provider I would be left with the impression that Don is a great guy and unique personality, but I would be a bit lost if you asked me to remember the redeeming features of his solution, apart from ‘Buy British’.

Tony Probert, Cherwell (7/10)

Tony set out the stall for Cherwell in his no-nonsense forthright style. Tony urged us to think about business services over support and that if we were doing break-fix for a living we were ripe for outsourcing.

He openly stated that most of Cherwell’s features were ‘just like everyone else’ but then managed to clearly articulate their competitive differentiators:

  1. Code-less configuration
  2. Autonomy from Cherwell (not dependent on consultancy and feature lock down)
  3. and seamless upgrades despite customization.

Three bullets to separate Cherwell from the competition and an attractive proposition for those migrating from on-premise tools. That one slide was a refreshing change to the others of the day who struggled to articulate their competitive differentiators.

Same again next year?

Like the SDI tools day, this is a great format by the itSMF and I hope they repeat it again soon. As with regionals – perhaps some real life user feedback could be shoehorned into the day. Further upcoming itSMF events can be found here.

Great seminar location: The view from the 'Legends' lounge at the Etihad Stadium in Manchester.