Cherwell Service Management v3.3 Cherwell Software, Inc.

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1 Reference Code: TA001740ITM Publication Date: August 2009 Author: Chandranshu Singh and Stephen Mann TECHNOLOGY AUDIT Cherwell Service Management v3.3 Cherwell Software, Inc. BUTLER GROUP VIEW ABSTRACT Cherwell Service Management is an IT Service Management (ITSM) solution, based on IT Infrastructure Library (ITIL) v3 best practice, that seeks to help IT functions meet the enterprise-wide mandate to deliver more with less and the need to demonstrate business value and to maximise the availability of businesscritical services. The solution offers capabilities in core ITIL v3 areas such as Incident and Request, Problem, Change, Release, Configuration, and Service Level Management. Built from scratch by experienced ITSM industry professionals, the solution provides comprehensive functionality through an intuitive and uncluttered interface, thus enabling even first-time users to derive productivity benefits. Notable aspects of Cherwell s offering are its flexible delivery model, simple licensing structure, ease of use, customisability, and its intuitive design. In Butler Group s opinion Cherwell Service Management is a very competent ITSM offering that should be considered by mid-market organisations upwards looking to improve IT operations through the adoption of optimised ITSM processes and ITIL framework best practices. KEY FINDINGS Provides the core ITIL v3 processes out of the box, with optional Asset Discovery. Good support for customisation and solution scope extension. Easy to use interface. ITIL processes are PinkVerified. Offers wizard-driven workflows that can be implemented by business users. A One Step feature that automates the execution of series of repeated tasks. Lacks visual workflow modelling capabilities. Priced for mid-market organisations. LOOK AHEAD Future enhancements include visual workflow modelling capabilities, visual Configuration Management Database, client application for the iphone/ipod Touch, six additional ITIL processes, and tools for managing Software-as-a-Service deployments, with over 75% of product enhancements customer generated. Butler Group. This Technology Audit is a licensed product and is not to be photocopied Page 1

2 FUNCTIONALITY IT Service Management (ITSM) has evolved beyond the basics of Incident Management (the traditional Four Rs of record, route, resolve, and report) with IT functions needing to rise to additional challenges that necessitate the introduction of Service Level, Problem, Change and Release, Configuration, Availability, and Capacity Management. They also have to adapt customer-facing processes to accommodate the realisation that what was once the IT Help Desk should now be operating as a Service Desk, and appreciate that, in this IT-dependent world, there are no longer IT issues only business-affecting issues that the IT function must proactively manage against. Product Analysis Cherwell Service Management is an ITSM solution, based on IT Infrastructure Library (ITIL) v3 best practice, that seeks to help IT functions meet the enterprise-wide mandate to deliver more with less and the need to demonstrate business value and to maximise the availability of business-critical services. The solution provides many ITIL v3 processes and best practices out-of-the-box through templates and embedded workflows, offering capabilities in Incident, Problem, Change, Release, Configuration, and Service Level Management amongst others. Having been built from the ground up by experienced ITSM industry professionals, the solution provides comprehensive functionality through an intuitive and uncluttered interface, thus enabling even first time users to derive productivity benefits. Notable aspects of Cherwell s offering are its ease of installation, configurability and use, intuitive design, simple concurrent licensing structure, and flexible delivery model. Cherwell Service Management has been built from the ground up on a Microsoft.NET technology stack and requires a Microsoft SQL Server 2005/2008 database for operation and received Pink Elephant V3 verification earlier this year. Cherwell Software s solution is an extensible platform: it not only offers service delivery management capabilities but also enables business users to add new functionality through customisable business process templates. This is enabled through what Cherwell terms Codeless Business Application Technology or CBAT. CBAT s scope extends from simple customisations to existing templates by business users through to complex business processes implemented by advanced users with the help of Web services-based APIs (for integration with other systems). The intent behind CBAT is the same as with other codeless development technologies and approaches, such as Model Driven Development, where the implementation details are handled by the tool. The solution does not, however, currently provide a visual workflow modelling capability, a commonly found feature of solutions within this category. With the increasing need for optimal performance and availability of IT-driven business services, and the growing complexity of corporate IT environments, it is imperative that organisations formulate and implement governance structures that oversee the creation, deployment, operation, and ongoing improvement of IT services. Such a structure must not only provide strategic governance but also lend itself to the operational component of ITSM. Whilst the first three volumes of ITIL v3 take a strategic IT governance view, the fourth volume deals with ongoing operational management of existing business services. Cherwell Service Management mostly concerns itself with the processes and guidelines from this Service Operation volume of ITIL v3, but also covers certain processes such as Service Level Management, Change Management, and Knowledge Management from the Service Design and Service Transition volumes. Butler Group. This Technology Audit is a licensed product and is not to be photocopied Page 2

3 The Cherwell Service Management solution also includes a Configuration Management Database (CMDB), a customer self-service portal, and an optional Asset Discovery module which can import configuration data from an existing CMDB. The solution also integrates with directory servers such as Microsoft Active Directory for user authentication. Of particular note is the solution s One Step feature which allows support staff to create a workflow for a single process by automating the execution of a series of oft-repeated tasks. End-user organisations can leverage Cherwell s delivery flexibility and licence to deploy the solution on premise, access it on demand in a Software-as-a-Service (SaaS) subscription model, or employ it delivered as a managed service. The product is mostly sold with concurrent user licences; however, organisations may alternatively opt for reserved licences which are similar to named-user licences except that they can be transferred to other persons within the organisation if required. In Butler Group s opinion, deployment and pricing flexibility along with a low cost of ownership and out-of-thebox ITIL best practice-based functionality makes the Cherwell solution a very competent ITSM offering that should be considered by mid-market to enterprise-level organisations looking to improve IT operations through the adoption of optimised ITSM processes and ITIL framework best practices. Figure 1: Cherwell Service Management Solution Architecture Source: Cherwell Software, Inc. D A T A M O N I T O R Butler Group. This Technology Audit is a licensed product and is not to be photocopied Page 3

4 Product Operation As detailed in Figure 1, Cherwell Service Management has a three-tiered client server architecture. The lower tier contains the solution s repository, implemented in a Microsoft SQL Server database, and the Microsoft.NET Framework leveraged by the core services layer directly above it. The upper layer is the client layer which contains a rich desktop-based client as well as supporting browser and mobile device-based clients. Cherwell Software supports all the commonly used browsers (Microsoft Internet Explorer, Mozilla Firefox, Apple Safari, and Google Chrome) and plans to extend support to the Apple iphone later this year. The middle tier, the core services layer, contains the internal data access layer, the business logic layer, Web-services API, and two sets of services that cater to the rich desktop-based clients and browser/mobile clients respectively. The rich desktop client services set provides access to complete solution functionality through four independent processes that handle application, business process, and event monitoring, and job scheduling service requests. Functionality for browser-based or mobile device clients is a subset of the rich client feature set, running as a group of mutually independent services on top of the Microsoft IIS server, with the service invoked upon a user request dependent on the user category. These services (based on user category) include Customer Self-Service, Technician, Web Forms, Web Services, and Auto Deploy. The main capabilities and features of the Cherwell Service Management solution are best viewed across Incident and Request Management, Problem Management, Change and Configuration Management, Release Management, Service Level Management, and the optional Asset Discovery. Incident and Request Management Cherwell s Service Desk workflow starts with incident or service request logging; the solution integrates with Lightweight Directory Access Protocol (LDAP) systems such as Active Directory, or an e-directory to pull in user details. Additional details about the incident or known errors/problems can be pulled in via the knowledge base using full-text search capabilities (the embedded search engine is OEMed from KnowledgeBroker). The Incident Management pane (detailed in Figure 2) also provides details on Service Level Agreement (SLA) compliance, allows support tickets to be easily assigned to teams or individuals, and attaches system or affected Configuration Item (CI) details sourced from the CMDB. Problem Management Frequently occurring incidents can be logged as problems and published for the benefit of all IT support staff. End users can also subscribe to known problems, if details are published to the self-service portal, to automatically generate a new but associated incident. Embedded workflow features allow support staff to track incidents through to problems and their subsequent resolution which could involve a change request (or alternatively be changed to known error/problem status). Change and Configuration Management The Change Management module allows support staff and others to identify the dependencies of the affected CI, or CIs, to perform change impact analysis and to assess the risk providing granular details about the change such as cost of change, technical details, approvals, releases, and related problems and incidents through a tabbed interface for ease of use. Configuration Management functionality allows users to import data from asset discovery tools, and create dependencies and CI relationships. It also presents configuration information such as description, network information, and CI properties to a low level of granularity which can be customised according to need. Butler Group. This Technology Audit is a licensed product and is not to be photocopied Page 4

5 Release Management The Release Management functionality enables users to see all release-related information in one place and receive alerts and notifications, and with CMDB integration organisations can automate the CI update process to reflect the current state. Service Level Management The Service Level Management module allows users to document services in detail, as well as design, maintain, and seek customer approval on new services, operational level agreements, and underpinning contracts. Asset Discovery The solution also offers an optional asset discovery module; Cherwell does not offer native capabilities but embeds the InControl Network and Asset Discovery tool into its ITSM solution. The solution scales well: whilst there is no third-party benchmarking data available, Cherwell states that a single instance can scale up to 500 concurrent users. Given the vendor s target market, with an average deployment size of circa 40 concurrent licences, Butler Group is of the opinion that the solution is flexible enough to meet the needs of this target user group. Figure 2: Incident Management Screenshot Source: Cherwell Software, Inc. D A T A M O N I T O R Butler Group. This Technology Audit is a licensed product and is not to be photocopied Page 5

6 Product Emphasis Cherwell states that Cherwell Service Management scales from a Small to Medium-Sized Enterprise (SME)- class to Enterprise-class ITSM solution to provide functionality, closely aligned to the IT Service Lifecycle described by ITIL v3, that is focused on enabling IT support and maintenance teams to reduce IT issue resolution times as well as the overall number of occurring issues. Specific process-based functionality is delivered across Incident and Request Management, Problem Management, Change and Configuration Management, Release Management, Service Level Management, End-User Self-Service, and the optional Asset Discovery. The ITSM solution market has become fragmented, split between vendors and products that address enterprise or SME requirements, niche products versus those that deliver against the core ITIL v3 processes, and by the method of application delivery with the emergence of SaaS-only ITSM solutions. Whilst Cherwell Service Management is targeted at, and competitively priced for, the mid-market, its high level of customisability and extensibility, and its comprehensive functionality delivered through a simple and uncluttered interface also make it attractive to the Enterprise market. In Butler Group s opinion the solution more than meets the requirements of its target market, and the addition of visual workflow modelling capabilities will strengthen Cherwell Service Management as a well-rounded ITSM offering. DEPLOYMENT The solution can be deployed easily and does not require third-party resources whilst Cherwell usually handles the initial product installation, it states that client IT personnel with basic database experience can handle the deployment internally from that point forward. Solution implementation typically takes around two weeks for basic functionality, with most client organisations initially implementing Incident Management, Problem Management, and basic Change Management functionality before expanding the scope of implementation to cover other ITSM processes. All modules of the solution (bar Asset Discovery) are part of the standard offering, thus the deployment is modular only in terms of solution scope. The solution is not human resource intensive post deployment. The level of resource required depends on the degree of customisation, which is typically less than one Full Time Equivalent (FTE) in most cases. In environments where the product has been implemented with little or no configuration minimal resource is required; in most cases only an administrator is required with all other responsibilities handled by the end users themselves. Hence, most training courses offered by Cherwell are aimed at solution administrators, with classroom-based training only available for administrators. For other end-user categories, Cherwell provides Web-based training courses every month. The vendor also provides certification courses, with varying levels of complexity, for solution administrators: Administrator, Professional, and Master levels. Cherwell provides support via an online customer self-service Web site, forums, , and telephone. The solution can be deployed on 32 and 64-bit Microsoft Windows Server 2003/2008 as well as on Windows XP SP3 and Windows Vista SP3 for on-premises deployments. Cherwell Service Management is dependent on Microsoft SQL Server 2005/2008 for operation and legacy integration is possible via wizard-based data import from external sources or through integrating the solution s repository with other back-end systems. Butler Group. This Technology Audit is a licensed product and is not to be photocopied Page 6

7 PRODUCT STRATEGY Cherwell Software targets both horizontal and vertical industry segments for its ITSM offering. Whilst the product is aimed at IT support and maintenance teams in mid-market organisations upwards from all industry sectors, it has, however, initially gained most traction in Education, Financial Services, Technology, and Public sectors. Cherwell Software believes that most client organisations realise a 100% Return On Investment (ROI) within 12 months, usually realising cost savings over a replaced ITSM solution in terms of ongoing maintenance and upgrade costs. The vendor sells Cherwell Service Management directly and through channel partners, as well as through resellers and partners with iland Internet Solutions, a provider of high-availability managed solutions for VMware-based data centres, for the on-demand version of Cherwell Service Management. Cherwell Software OEMs the Asset Discovery tool from InControl and offers customer Knowledge Paks from KnowledgeBroker which integrate with CSM Knowledge Management. Cherwell offers a simple licensing structure for its Service Management offering. The licensing scheme comprises reserved and concurrent licences, with both types perpetual in nature; licensing for the on-demand version is similar, with user organisations able to purchase concurrent quarterly licences. Typically, the licence-to-services split for Cherwell Service Management is 60:40; with the SaaS offering the professional services component accounts for 75% of the initial deal size. Cherwell Service Management is priced for the mid-market and Cherwell charges US$499 per concurrent licence per year for ongoing maintenance and support. This support package includes product updates, upgrades, and new versions, as well as technical assistance on weekdays during normal business hours (8am-5pm MST). Cherwell supports a given version of the product for 18 months after general availability or until a new release is available, whichever is longer; a major version and two minor versions of the product are usually released per year. The next minor release (3.4) will include a client for Apple iphone and associated tools, remote LDAP import functionality, enhanced logging capabilities, and tools for managing SaaS deployments. The next major version (4.0) of Cherwell Service Management is planned for Q and is expected to include support for a greater number of mobile devices, enhanced technician interface, and out-of-the-box integration capabilities with MS Exchange/Outlook. COMPANY PROFILE Cherwell Software, Inc. is headquartered in Colorado Springs, Colorado, USA and has recently opened a UK/European office in Brinkworth near Swindon. The company is privately held, having been founded by a team of experienced ITSM industry professionals, and has a rapidly growing employee base. 25% of the workforce are engaged in Development, 10% in Administration, 15% in Sales, and 50% in Service and Support functions with plans to increase the headcount in all areas. As a private company, Cherwell Software does not disclose its financial results. Cherwell has a rapidly growing client base which includes Western Carolina University, Ent Federal Credit Union, Oak Ridge Associated Universities, Arris Group, Rosetta Stone, and Montag & Caldwell. Butler Group. This Technology Audit is a licensed product and is not to be photocopied Page 7

8 SUMMARY Cherwell Software is a relatively new entrant in the ITSM space (Cherwell Service Management has been publicly available since 2007), a space which is dominated by the larger IT Management vendors at the enterprise level. In recent years, the feature sets of various ITSM offerings have converged to a large extent and demand for ITSM solutions has greatly increased within SMEs a market segment in which Cherwell is now competing against the larger IT Management vendors based on flexibility and simplicity of use, price, and customer service. In Butler Group s opinion, Cherwell Service Management is suitable for mid-size SMEs upwards and delivers against some or all of the core ITIL v3 processes depending on customer need. The solution provides comprehensive functionality through an intuitive and uncluttered interface with notable aspects being its flexible delivery model, simple licensing structure, ease of use, customisability, and intuitive design. The SaaS-delivery option can also remove the hardware and people demands of what is a non-core business activity, allowing potentially scarce internal IT resources to be focused on the delivery of business-critical services. Table 1: Contact Details Cherwell Software Oracle Boulevard Suite # 200 Colorado Springs, CO USA Tel: +1 (719) Cherwell Software Ltd. Brinkworth House Brinkworth SN15 5DF UK Tel: +44 (0) Source: Cherwell Software, Inc. D A T A M O N I T O R Headquarters Shirethorn House, 37/43 Prospect Street, Kingston upon Hull, HU2 8PX, UK Tel: +44 (0) Fax: +44 (0) For more information on Butler Group s Subscription Services please contact in this report remains with you. Butler Direct one of the local offices above. Limited will not be liable for any interpretations or decisions made by you. Butler Gr Butler Direct Pty Ltd. Level 46, Citigroup Building, 2 Park Street, Sydney, NSW, 2000, Australia Tel: + 61 (02) Fax: + 61 (02) Butler Group 245 Fifth Avenue, 4th Floor, New York, NY 10016, USA Tel: Fax: Important Notice This report contains data and information upto-date and correct to the best of our knowledge at the time of preparation. The data and information comes from a variety of sources outside our direct control, therefore Butler Direct Limited cannot give any guarantees relating to the content of this report. Ultimate responsibility for all interpretations of, and use of, data, information and commentary oup. This Technology Audit is a licensed product and is not to be photocopied Page 8

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