guided tour - nc state remedy implementationremedy.ncsu.edu/project/wcar/cherwell-guidedtour.pdf ·...

Guided Tour Release 4.60

CS-CSM-GT

Revision 4.60e

28 May 2014

Prepared exclusively for

www.cherwell.com

Copyright© 2014 Cherwell Software, LLC. All Rights Reserved.

I n n o v a t i v e T e c h n o l o g y B u i l t o n Y e s t e r d a y ' s V a l u e s ™

http://www.cherwell.com/

Copyright Cherwell Service Management® and the Cherwell logo are trademarks or registered trademarks of Cherwell Software, LLC, in the U.S. and may be registered or pending registration in other countries. ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries. All other trademarks, trade names, service marks and logos referenced herein are the property of their respective owners.

The information contained in this documentation is proprietary and confidential. Your use of this information and Cherwell Service Management is subject to the terms and conditions of the applicable End-User License Agreement and/or Nondisclosure Agreement and the proprietary and restricted rights notices included therein.

Copyright© 2014 Cherwell Software, LLC. All Rights Reserved.

Cherwell Software, LLC. www.cherwell.com [email protected] +1.719.386.7000 12295 Oracle Blvd., Suite 200 Colorado Springs, CO 80921 USA

Revision History Revision Date Comments

4.3 26 November 2012 Cherwell Service Manager (CSM) 4.3 release.

4.6 03 July 2013 Cherwell Service Management (CSM) 4.60 release.

4.6e 28 May 2014 Cherwell Service Management (CSM) 4.60e release.

Guided Tour ii Copyright© 2014 Cherwell Software, LLC.


mailto:[email protected]

Welcome to Cherwell Service Management (CSM) ........................................................... 1

About this Guide ................................................................................................................. 2

Getting Started .................................................................................................................... 2

Preliminary Overviews ..................................................................................................................... 2 Requirements ................................................................................................................................... 2 Cherwell Windows Client ................................................................................................................. 2 Cherwell Browser Client ................................................................................................................... 3 Cherwell Portal Client ....................................................................................................................... 3 Cherwell Mobile App ........................................................................................................................ 3

iPhone/iPad (iOS 4.3 & up) ....................................................................................................... 3 Android (4.2 & up) ..................................................................................................................... 4 Non-Android/iOS Devices .......................................................................................................... 4

The Cherwell Approach ...................................................................................................... 5

ITIL Made Easy by Cherwell ............................................................................................................ 5 Other Useful Icons and Tips ............................................................................................................ 5

Cherwell Service Management Tour .................................................................................. 6

Log into CSM ................................................................................................................................... 6 Tour the User Interface .................................................................................................................... 7 Dashboards, Metrics, and Reports .................................................................................................. 8

Dashboards ............................................................................................................................... 9 Reports .................................................................................................................................... 11 Excel Integration ...................................................................................................................... 12 On-Demand/Ad-Hoc Reporting ............................................................................................... 12

Self-Service Portal ......................................................................................................................... 15 Service Catalog .............................................................................................................................. 16

Working with Records and ITIL Processes ..................................................................... 19

Request Fulfillment ........................................................................................................................ 21 Incident Management ..................................................................................................................... 23 Problem Management .................................................................................................................... 27 Change Management..................................................................................................................... 29

Using Cherwell Tools ........................................................................................................ 32

Quick Searches .............................................................................................................................. 32 Stored Queries ............................................................................................................................... 33 Table Management ........................................................................................................................ 34 One-Steps ...................................................................................................................................... 35

Take Away ......................................................................................................................... 39

Appendix A. CSM User Interface ................................................................................... 40

CSM Main Window ......................................................................................................................... 40 CSM Menu Bar ............................................................................................................................... 41 CSM Toolbar .................................................................................................................................. 45

About Cherwell Software .................................................................................................. 48

Contact Information ........................................................................................................................ 48

Guided Tour iii Copyright© 2014 Cherwell Software, LLC.

Welcome to Cherwell Service Management (CSM) Cherwell Service Management® (CSM), developed by Cherwell Software™, is a seamlessly integrated, Web-enabled IT Service Management (ITSM) software solution. CSM offers a customizable, scalable, Out-Of-The-Box (OOTB) solution based on ITSM best practices and the ITIL framework. Use CSM to manage daily Incidents and Service Requests, or utilize CSM’s robust processes (Incident Management, Problem Management, Change Management, Configuration Management, Release Management, and more) to fully integrate your organization’s ITSM processes.

CSM delivers OOTB functionality for common ITIL functions; however because ITIL is a framework (and not a step-by-step methodology), and because every company is unique, CSM provides the flexibility to add, remove, or change our OOTB functionality to address your company’s business requirements.

Although priced for small to mid-sized companies, CSM provides the power of an enterprise solution your company will never outgrow. Designed by industry experts, CSM is a revolutionary new product built from the ground up using Microsoft’s .NET technology and the framework of ITIL best practices. It offers enterprise-level features without enterprise-level cost or complexity.

Guided Tour 1 Copyright© 2014 Cherwell Software, LLC.

About this Guide Welcome to the Guided Tour of the CSM Evaluation Version. The objective of this evaluation is to provide you an opportunity to experience a portion of the CSM functionality.

IMPORTANT NOTICE: This Evaluation Guided Tour provides an introduction to CSM but has limitations on the ability to show the complete power and flexibility built into the heart of our innovative software. The screens you experience during your evaluation are just one possible view of how the information can be displayed. One of many powerful and flexible features, CSM allows you to easily customize the screens and information to your organization’s desires. If you desire a full-featured, customizable evaluation package, please talk with your Cherwell Business Development Director.

Our objective in creating this software was to combine the ease and simplicity of an OOTB Service Management software with the power and flexibility of a full-featured customizable enterprise solution. This evaluation provides insight into the basic functionality of the software. We are confident that CSM has the power, flexibility and simplicity to meet your company’s Service Desk needs.

Getting Started

Preliminary Overviews If you have not previously attended a CSM webinar or personal demonstration, we encourage you to connect with your Cherwell Representative before you begin your evaluation.

Requirements You must make sure that port 443 is open. If you do not have access to port 443, please contact your network administrator. You also need to have local admin rights to install the software. If you are unable to open port 443, you can access CSM via the Browser Clients.

Cherwell Windows Client If you expect to be a frequent user of CSM, you will want to access CSM via the Windows Client, just as you probably prefer the MS Outlook client over Outlook Web Access. You can download and install the Windows Client by clicking this link or pasting it into your browser:

http://ncsu.demo.cherwell.com/deploy

Your Username: andrew susan

Your Password: pass pass

Once installed, refer to the rest of this document for assistance as you explore some of the features of CSM.

-or-


http://ncsu.demo.cherwell.com/deploy

Cherwell Browser Client You can utilize the Browser Client when away from your primary computer to perform practically any IT-related task or if you are using a non-Windows machine like a Mac.

You can access the Browser Client by clicking on this link or pasting it into your browser:

http://ncsu.demo.cherwell.com/client/



Once you gain access, refer to the rest of this document for assistance as you explore some of the features of CSM.

Cherwell Portal Client Provide 24x7 services from your Service Desk to your end-users with Cherwell self-service Portal Client. Click the link and see for yourself how your customers will interact with your ITSM team via your self-service Portal:

http://ncsu.demo.cherwell.com

User Name: susan1 amy

Password: pass pass

Cherwell Mobile App If your service desk technicians expect to be on the move and need basic access to CSM, try using the Cherwell Mobile App. You have three options depending on the type of mobile device you are using: iPhone®/iPad®, Android™, and all others, like Blackberry®.

iPhone/iPad (iOS 4.3 & up) To access the Cherwell Mobile™ (iPhone/iPad) User Interface:

1. Download iCherwell from the Apple App Store.

2. Launch iCherwell.

3. You will be asked to configure the server. Click OK.

Server: http://ncsu.demo.cherwell.com



-or-

-or-

-or-


http://ncsu.demo.cherwell.com/client/

http://ncsu.demo.cherwell.com/


Android (4.2 & up) To access the Cherwell Mobile™ (iPhone/iPad) User Interface:

1. Download Cherwell Mobile from the Google Play store.

2. Launch Cherwell Mobile.

3. Tap the pencil to create a connection and click the icon in the upper right corner.

4. Enter the following configuration:

Name: Cherwell Demo

URL: http://ncsu.demo.cherwell.com

5. Back on the main screen, use the following credentials:



Non-Android/iOS Devices To access the Cherwell Mobile web User Interface:

1. Go to the browser on your phone.

2. Enter the following URL:

http://ncsu.demo.cherwell.com/mobile

3. Use the following credentials:



-or-

-or-



http://ncsu.demo.cherwell.com/mobile

The Cherwell Approach CSM is a seamlessly integrated, Web-enabled Service Desk software solution. Although priced for small to mid-sized companies, CSM is an enterprise-level powered solution your company will never outgrow. Designed by industry experts, CSM is a revolutionary new product built from the ground up using Microsoft’s .NET technology and the framework of ITIL best practices. It offers enterprise-level features without enterprise-level cost or complexity.

ITIL Made Easy by Cherwell

Cherwell Service Management allows you the option of implementing ITIL best practices "by default." That is, by simply using CSM, you can implement ITIL methodology without first mastering ITIL theory. According to ITIL, the Service Desk is that part of the IT organization that is responsible for the key activities associated with the delivery of IT customer support on a daily basis. These activities involve Incident Management and Release Management.

While some organizations might not be ready to fully embrace ITIL, nearly all Service Desks perform the underlying functions and activities that are at the core of ITIL; most are unable to easily record and fully automate these processes using their current software system. Without proper automation, your IT organization is not able to receive credit for all the work you perform. More importantly, many tasks fall through the cracks. Cherwell Service Management allows you to understand and implement ITIL at your pace. By simply configuring your company's procedures, methodologies, and priorities within CSM’s automated ITIL framework, ITIL compatibility is a by-product of using our system. With our technology, we make the implementation of ITIL EASY and AFFORDABLE!

Other Useful Icons and Tips You’ll find the following icons, buttons, and commands useful as you navigate through CSM.

Menu Item Action Description

Go To Goes to the source record.

Quick View Opens the item in a second window so you can take a quick look

at the details.

Note: You are accessing a public evaluation site, and others are using/modifying our sample data as well. While we refresh the database nightly, the modified evaluation data might be slightly different from that represented in the guide.

If you have any questions regarding CSM and/or the Evaluation Version, please contact your Cherwell Representative.


Cherwell Service Management Tour

Log into CSM 1. Select Start>All Programs>Cherwell Service Management>Cherwell Service Management.

The Connect to Cherwell Service Management window opens, listing your available connections.

2. Select the database, and then click OK. The Login window opens.

3. Type the credentials from page 2 above.

You are connected to CSM. The CSM main window opens.

Let’s get started!


Tour the User Interface The CSM User Interface (UI) is dynamic and customizable. Each user has a personal interface controlled by login (role), rights, and preferences. For example, your home page Dashboard (displayed in the Main Pane by default when you log in or click the Home button) might display real-time Incidents, Twitter feeds, or metrics for your team. Your calendar might display your active Tasks. Your Task Pane might display your common reports or One-Steps. Toolbars and panes are dynamic, so they change to accommodate active content. Toolbars and panes are also customizable, collapsible, and dockable so that you can display what you want and put it where you need it.

The following figure shows two sample main windows: 1) displays a sample Dashboard (customizable, of course) in the Main Pane. (2) displays an OOTB Service Catalog record, along with its OOTB arrangement (related information). All record forms and arrangements are customizable. Notice that the Knowledge and Quick Search Panes (right) can be collapsed to allow more area for the record. Notice, too, that the Task Pane (left) and toolbars display information and actions specific for the active record.

Note: See Appendix A: CSM User Interface for descriptions of the Menu Bar and Toolbar.


Dashboards, Metrics, and Reports Upon logging in, the first screen you see is your Dashboard. This Dashboard is designed to help you locate and record information quickly. Remember, this is only one possible Dashboard view; you can have any kind of look and feel you desire for your Dashboard. In fact, because of the ease of customizing Dashboards and viewed screens, 100% of CSM users have changed the look and feel of their Dashboards to meet their specific needs and measurement objectives!

At Cherwell, we do not believe that you collect data for data’s sake. We do not even believe that you collect it for information’s sake. Instead, you collect it so that you can continually improve the quality of your IT department and your end-user customer satisfaction. At Cherwell, we believe that RITE (Relevant, Integrated, Timely, Efficient) decisions can be made when the metrics are Relevant, Integrated, Timely, and collected in an Efficient manner. Think of CSM as your Business GPS to guide you. How do we do it?

• Dashboards

• Reports

• Excel Integration

• On-Demand/Ad-Hoc Reporting

• Self-Service Portal

• Service Catalog


Dashboards Dashboards provide real-time, at-a-glance information to track important Business Objects and performance indicators. Information is relevant to each User, Role, or Team versus a generic Dashboard that is overly complex or provides information a user does not need. CSM Dashboards are completely configurable by you, or you can opt to lock down the Dashboard so that everyone on the same Team (like First Level Support) must use the same Dashboard. Our Dashboard Viewer allows you to see the Dashboard without consuming a license, so give one to every manager in your company!

To display your default Dashboard, click the Home Page button ( ) on the main toolbar.

You can use one of CSM’s OOTB Dashboards or you can easily configure your own Dashboard using the Dashboard Manager (Tools>Dashboards>Dashboard Manager).


Within the Dashboard Manager, you can edit or create a new Dashboard:

• To edit a Dashboard, right-click the Dashboard and select Edit Dashboard.

• To create a new Dashboard, click the Create New button ( ).

Both actions launch the Dashboard Editor, where you can select the information to include on the Dashboard.

Within the Dashboard Editor, you have the option to drag and drop a “Widget” from the pane in the left-hand column. After you place it on the screen, you can easily resize the Widget to fit your needs.

Right-clicking the Widget in the pane in the left column allows you to edit the Widget, create a new Widget, or launch the Widget Manager.


Reports For historical data, CSM’s built-in Report Writer allows you to see metrics and trending. You can create as many reports as you like. We also interface with Crystal Report Writer and MS SQL Reporting Services (Note: These options are not available in the public evaluation). Creating, running, or modifying reports do not consume a license.

Within the Dashboard Report Widget are three reports:

• The report with the red arrow uses a date range that you must select.

• The report with the blue arrow shows graphs only (Manage by Exception).

• The report with the green arrow shows the 3D graph and text.


Excel Integration Sometimes you might want to take advantage of some of the power in Excel (particularly if you already have reports built in Excel). Two examples are our Financials and Customer Satisfaction survey. Clicking both exports the data and allows you to see the reports.

Note: This option is only available if you have Excel installed locally on your machine. This functionality is not available in the Browser Client.

On-Demand/Ad-Hoc Reporting Often, you want to immediately create a report. With CSM you can quickly and easily create reports, even add other data on the fly!

Note: Currently, this option is not available in the Browser Client.

Let’s run a quick report on the number of Incidents that exist for the E-Mail/Calendaring Service:

1. From the CSM Menu Bar, launch the Search Builder (Searching>Quick Search Builder).

The Search Builder opens.


2. For Search type, select Incident. 3. Define your Comparison clause as: Incident.Service Equals E-Mail/Calendaring.

• Incident.Service: To locate this field, select Down arrow>Incident fields>Service.


• Equals: Select Down arrow>Equals.

• E-Mail/Calendaring: To locate this option, click the Table Management button, and then select the E-Mail/Calendaring field (green arrows).

4. Click OK.

Now that you have created the report, you can do multiple things with the report:

• Go to Record: Takes you to the individual record highlighted.

• Go to Record in New Window: Opens the record in a separate window.

• Queues: Allow you to place the record on a Queue.

• Actions: Allows you to run any One-Step action associated with the record.

• Print Grid: Allows you to print the report.

• Export Grid: Allows you to Export the grid.


Self-Service Portal Web portal technology is key to the future success of the Service Desk. With increasing business demand for enhanced services and improved access to information, Service Desk professionals will need agile, innovative, and flexible Web-based technologies to meet the demands and expectations of their users. The CSM Portal Client resolves a number of common pain points experienced by Service Desks and offers the following key functionality:

• Serve multiple customers, locations, constituents, etc., from one system. Create multiple Portals to provide services to different business groups.

• View and edit other people’s records (approvals, add comments, withdraw requests, etc.).

• Anytime, anywhere access. No proprietary browser code. Use any modern browser, tablet, or mobile device.

• Help users to help themselves. With the Portal Client, users can log and resolve Incidents, access the Service Catalog, etc., freeing up IT resources to focus on higher level activities. For example, dramatically reduce network password reset requests using CSM’s built-in password reset function.


Service Catalog

Service Catalog: A database or structured document with information about all live services, including those available for deployment. The Service Catalog is the only part of the Service Portfolio published to Customers and is used to support the sale and delivery of IT Services. The Service Catalog includes information about deliverables, prices, contact points, ordering, and request processes.

In the working example, an HR employee, needs to on-board a new salesperson, Chris Smith. She logs into the Portal Client using an assigned User ID and Password. However, in your environment she probably would have done single-point sign using Windows Authentication/LDAP.

To access Service Catalog and on-board a new employee:

1. Click Service Catalog>Browse Service Catalog.

The Service Catalog screen opens.


2. Choose Employee Support>New Employee setup and log in, if needed.

The Request form opens. Use the Next and Back buttons to walk through the steps to complete the Request form.

3. Describe the Request (Step 1).

4. Fill in the details under New Employee (Step 2).

Note: If you want to have it auto-populate all the fields, click the VIP box (blue arrow and box).

5. Review the form, and then click Submit (Step 3).

Now to wait for the Request to be fulfilled.


Working with Records and ITIL Processes CSM allows you to create any number of Business Objects and automate virtually any business process unique to your Service Desk needs. But for purposes of this Evaluation Guided Tour, we will focus on some basic ITIL processes: Request Fulfillment, Incident Management, Problem Management and Change Management. Our goal is to show you how CSM fully integrates these processes and empowers you with a 360° view, putting all the inter-related data at your fingertips.


The next screen shows a high-level layout that serves as the basis for CSM records.


Request Fulfillment

Request Fulfillment: A Request from a user for information, advice, a standard change, or for access to an IT service (for example, to reset a password or to provide standard IT services for a new user). Service Requests are usually handled by a Service Desk or a request fulfillment group, and do not require an RFC to be submitted.

The Service Desk is notified that a new Service Request has been submitted. This can be accomplished a number of ways (depending on your internal business processes):

• Via a Queue (like a New Service Request Queue).

• Via the Dashboard.

• Via e-mail.

• Via RSS feed.

• It could even be set up so that, based on the criteria submitted it is automatically routed to the correct team(s)/individual(s) for fulfillment.

With CSM, we provide the flexibility you need to set up processes the way you are used to running your organization. Now, let’s take a look at the new Request that has been submitted.

1. Double-click either the Open Requests (to view a list of all open Requests, including the one you just completed) or the Requests opened today on the Dashboard (see following screenshot).

With CSM, you can be more efficient and effective by automating and enforcing workflow. For example, when on-boarding a new employee, certain tasks must always be done to bring the new employee on. Instead of manually assigning each Task or passing around the Request, hoping that the tasks get accomplished, use CSM’s One-Step actions to automate the process.


Notice at the bottom of the screen you have a Task tab, which lists all the Tasks that need to be accomplished. In your organization, you could:

• Have these in a Queue so that whoever checks it out is automatically the owner of the Task.

• Automatically assign an owner of the Task.

• Manually assign an owner of the Task.


Incident Management

Incident Management: The primary goal is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.

We know that speed and efficiency are critical to a professional Service Desk. So, how quickly can you create an Incident in CSM? Using our powerful One-Step processes, it is faster than you might think.

To create a new Incident (sometimes referred to as a Ticket):

1. From the toolbar, select New>New Incident. A New Incident opens.

2. In the Requestor field, type John, and then press <Tab>. 3. Under Quick Templates in your Task Pane, click Password Reset Template to launch your One-

Step (red arrow in following screenshot).


A window like the one below opens, confirming the system is operating in the background:

4. Cancel this cmd.exe file.

5. Close the Request.

You just reset an end user’s password by entering minimal information, and your Service Desk got credit for having closed an Incident! Not so hard is it?

Need to create a more detailed Incident? Your first Task is to make sure that you find the correct Contact Record. Remember, CSM might be used for internal Service Desk/IT support or external customer service. Therefore, a Contact Record might be an Employee Record or a Customer Record. For purposes of the Guided Tour, let’s assume an internal Service Desk and Molly Isaacs, an employee from accounting, calls to report that her e-mail is sporadic.

1. There are several options to locate Molly Isaacs’s Employee Contact Record using CSM’s Google®-like search capability (for example, type the following and then press <Tab>):

• Molly: Uses the contact’s first name.

• 386.7000: Uses the contact’s telephone number.

• Accounting: Enters a department.

Note: If an exact match is found, the information auto populates the Requestor, Phone, E-mail, and Photo fields; if the contact is a VIP, it is noted with a VIP icon. If multiple matches are found (Ex: Multiple Employees named Susan), the Contact Manager opens so that you can select the appropriate contact. You can also manually launch the Contact Manager by clicking the Contact Manager button .

Note: In addition to the mini-summary, which gives you the most important details about your contact, you can click the Quick View button (next to the contact’s name), to see all the details about that contact, including all prior Incidents. Click OK to return to the new Incident record.

Now we’ll start filling in the details.


2. For a Description, type E-mail is sporadic. 3. Add some detail information to better assist the technician/analyst in resolving the Incident in the

most effective and efficient manner:

• Service: Choose E-Mail/Calendaring.

• Category: Choose Desktop Client.

• Request Type: Choose Submit Incident.

Note: The Service, Category, and Subcategory drop-down lists are completely and easily customizable.

4. In this instance, the Incident is limited to Susan and does not affect any other customers, so you’ll want to change the Priority. As you might suspect, prioritizing an Incident can tend to be very subjective, so Cherwell has developed a more objective methodology based upon a matrix system. Clicking the drop-down arrow next to the Priority field displays a matrix (determined by invoked SLA and Categorization). Let’s choose 4 for Individual Impact and Normal Urgency. Again, customizing the matrix to your organizational standards and business practices is easy, and you can have a different matrix for different scenarios (for example, a different matrix can appear when it is a Service Request).

Under ITIL, Priority is based on the combination of Urgency and Impact. ITIL also suggests that the technician/analyst should not be able to manually control Priority. With CSM’s customizable matrix, you set the Urgency and Impact to meet your business practice and the Priority is automatically set.

5. You can draw on CSM’s powerful and extensive Knowledge system. With our “Federated Search” (simultaneous search and browsing) of existing Incidents, Problems, Solutions, PDF files, White Papers, Knowledge Packs, and the Web, you will hopefully find a resolution to Matt’s Incident, and find it fast. Now let’s see if we can find any information in our Knowledge Base.

6. In the Knowledge Pane, type a word or phrase to search. Using the search options in the Knowledge Pane Toolbar, you can also search the Knowledge Base based on details from the current record.


You’ll see the search begin across various Business Objects, Web sites, White Papers, Past Incidents, Known Problems, etc.

7. Click any one of the links to see more detailed information about the knowledge source. Click Cancel to exit the link and look at other sources.

For our Guided Tour, let’s assume we need to create a Problem from this Incident. Once again, CSM’s One-Step actions come into play.

8. Click the Create Problem from the Incident One-Step actions in Task Pane (on the left-hand side)

You have automatically matched the Incident to the Problem, as required by ITIL. Now let’s deal with the Problem.


Problem Management

Problem Management: The primary goal is to minimize the adverse impact of Incidents and Problems on the business caused by errors within the IT Infrastructure and to prevent the recurrence of Incidents related to these errors. In order to achieve this goal, Problem Management seeks to identify the root cause of Incidents and then initiate actions to improve or correct the situation. A Known Error is an Incident or Problem for which the root cause is known and for which a temporary workaround or a permanent alternative has been identified.

Let’s look at the Problem created (sample form above). The Short Description is what can be used to notify via Twitter or for RSS feeds, etc. Let’s fill out the rest of the form. One of the things the Technician will do is see if any other Incidents related to the Problem have come in during this time and connect them.

To capture details of the Problem:

1. Open the Problem, and then click Begin Work (1)

2. Fill out Short Description, Investigate, and Workaround (2).

3. Select Incident Tab>Link Incidents, and then choose some e-mail Incidents (3).

4. Click Global Issue (4) and save.


The Technician looks at the Problem and determines that a reboot needs to be done and a patch is needed to permanently fix the Problem. Once again, we use CSM’s One-Step actions to make our job more efficient and easier to use.

5. Click the Create Change Request One-Step action and enter the information shown below.


Change Management

Change Management: Process of controlling changes to the infrastructure or any aspect of services, in a controlled manner, enabling approved changes to be implemented with minimum disruption.

A Request for Change has been initiated and a Quick View of the screen shows you all the details you need in order to take it through the approval process. The Technician fills out any remaining details and then chooses today as the day for the reboot.

To complete a Change Request:

1. Select a Priority (1).

2. Click the Identify Affected CI button to proceed to the next screen.


3. Click the CI selector, then “Show Config Items for All Customers”.

4. Select “Config – Server” for the Items to show

5. Select the MailServer CI and click OK.

6. Click the button to proceed to the next screen.

7. Fill in each of the assessment boxes (1-5) and click “Submit for Approval” (6) as shown above.

8. Select a Team (CAB) and a User as the Change Owner/Manager (Gina Mehra).


9. Once submitted, the Approval Status Screen and tab are displayed, showing the number of votes received and remaining as well as selected user as the approver.

Note: The creation of the approval process is done in the CSM Administrator module (which is not active in the public evaluation demonstration program).

There are five different types of scenarios that can be used for this approval process:

• Via Outlook Add-In

• Via E-mail

• Via iPad or any mobile device (Blackberry, iPhone, Nokia or Android)

• Via Browser Client

• Manually

Now let’s take a look at some of the tools within the application that you will frequently use.


Using Cherwell Tools Not only does CSM make it quick and easy for you to capture data, a host of powerful tools allows you to effectively, efficiently, and easily use the data. Here is just a small portion of the tools CSM offers. In this final section, we’ll walk through the following scenarios:

• Quick Searches

• Stored Queries

• Table Management

• One-Steps

Quick Searches A Quick Search is a simple query that locates and displays a record or list of records based on a word or phrase. For the Guided Tour, let’s search all Incidents containing the word “Error.”

Run a Quick Search:

1. In the Task Pane, locate the Quick Search area.

2. In the Search drop-down list, select Incident. 3. In the type search words here drop-down list, type Error. 4. (Optional) To narrow the search based on a timeframe during which the record was created or

modified, select a timeframe from the Changed drop-down list.

5. (Optional) To narrow the search to open records only, select the Open Incident only check box.

6. Click Go.

CSM searches the databases and displays all records meeting your search parameters.

7. Narrow down the search by typing Outlook next to the word “Error.”

8. Click Go.


Stored Queries A Stored Query is a query that can be run over and over to locate commonly used data. Create a query that allows you to sort all Incidents based on Priority.

Create a Stored Query: 1. From the toolbar, select Searching>Search Manager to display the Search Manager.

2. In the Association drop-down list, select Incident. 3. Click the New button.

The Stored Query window opens.

4. Type Incidents by Priority for a name, and leave the description blank.

5. Under Sort Results By, select Created Date Time. This sorts the Incidents by when they were actually created.

6. Build your comparison clause (search criteria):

a. Select Incident Field>Priority from the first drop-down list.

b. Leave the next field as Equal.


c. Select System Functions>Prompt in the third drop-down list.

i. Check the Provide List of Values check box.

ii. Choose Incident Priority as a Table and Priority as a Field.

iii. Check User can only choose values from list. 7. Click OK, OK, Run.

Table Management Table Management allows you to add legal values to a Supporting object. After a legal value is added, you can use it to populate a Legal Value field. Let’s add a new piece of hardware, such as a cell phone, to the Subcategory object.

Add a new value to a table: 1. From the toolbar, select Tools>Table Management to display the Table Management window.

2. In the Type drop-down list, select Incident Subcategory, and then select New.

3. In the Service drop-down list, select Telephony/Fax.

4. For Incident Type, click the Incident radio button.

5. In the Category drop-down list, select Mobile Telephone.

6. In the Subcategory field, type Cell Phone.

7. Click Save.

8. Now, open an Incident and choose Telephony/Fax for Category; you’ll see “Cell Phone” as a Subcategory.


One-Steps A CSM One-Step is a group of one or more related actions that can be run against a record or set of records. It is a fantastic way to automate regularly used business processes. One-Steps can be tremendous productivity and efficiency tools. Let’s create a One-Step to escalate an Incident.

Create a One-Step: 1. From the toolbar, select One-Step>One-Step Manager to display the One-Step Action Manager.

2. In the Association drop-down list, select Incident. 3. Click the New button.

The One-Step window opens.

4. Type Escalation for Name, and leave the Description blank.

5. Under Steps, click Add, and then select:

a. Work with a queue. This places the Incident in a Queue.


b. Choose Add from the drop-down list, if it is not already there.

c. Click the Browse button ( ) next to Queue.

d. Click the Global Folder.

e. Click Network Support Queue. f. Click OK, OK.

6. To add the next action/step, click Add, and then select:

a. Send an e-mail. This opens your E-Mail Editor.


b. In the To: field, type [email protected].

c. In the Subject Line, type Escalation of Incident and, with your cursor in the field, right-click on and select Incident Fields>Incident ID.

d. In the body of the e-mail type the following:

Dear Jeff,

Please note that Incident (Right-click your mouse and select Incident Fields>Incident ID) is in danger of breaching our service level. I’ve placed the Incident in the Desktop Queue. Please contact (Right-click your mouse and select Customer Fields>Full Name) at (Right-Click your mouse and select Customer Fields>Phone) to advise them of the situation.

Contact me if you have any questions.

e. Right-click and select System Functions>CurrentUserDisplayName(). f. Click Let user edit before sending (this way, you will see the e-mail when you run the One-

Step).

g. Click OK.

7. To add the last action/step, click Add, and then select:

a. Create a child Business object. This adds a journal entry to your Incident.



b. Under Business Object, select Journal. c. Under Group Member, select Journal - Note.

d. Go to Note Fields>Details.

e. Click the Template radio button, and then type Escalated Incident to Jeff via e-mail and added to Network Support Queue.

f. Click OK.

g. Click OK, Close.

h. Open an Incident that already exists.

i. Click One-Step Manager. j. Find Escalation One-Step, highlight it, and then click Run.

You will see the e-mail open up with all the fields merged.

8. Click Cancel, and notice how it added the journal entry to the Incident.

9. Click the Network Support Queue in the Queue Pane, and notice how the Incident was added.


Take Away Well, that’s it for the Guided Tour! Here at Cherwell Software, we want your sandbox evaluation to be productive. If at any time you need additional assistance, please contact your Cherwell Representative.

Some take-aways from this experience for you:

You saw the power and flexibility of metrics through Dashboards and reports.

You felt the ease-of-use to create Ad-Hoc or On-Demand reports.

You experienced how the self-service Portal Client can open new doors for your constituents.

You saw the power of CSM’s One-Step actions demonstrated.

You tried your hand at creating an Incident and searching Knowledge.

You saw how Incident, Problem, and Change are seamlessly integrated.

You had a taste of how configurable CSM is through the Cherwell Tools.

We hope you will choose CSM for your On-Demand Solution and look forward to hearing your feedback.


Appendix A. CSM User Interface

CSM Main Window The CSM main window is dynamic and customizable. Toolbars and panes are dynamic so they change to accommodate active content. Toolbars and panes are also customizable, collapsible, and dockable so that you can display what you want and put it where you need it.

1. Menu Bar

2. Toolbar (Main, Navigation, Action, and User)

3. Task Pane

4. Main Pane (displays Dashboards, calendars, records, etc.)

5. Knowledge Pane


CSM Menu Bar The CSM Menu Bar, located at the top of the CSM Main Window, displays common CSM actions. The Actions menu item is customizable and varies depending on the type of record displayed in the Main Pane (for example, the Incident Actions menu item (displayed below) displays when an Incident is active). A custom menu item is created as part of the Business Object definition in CSM Administrator.

File Menu

Action Description

New Creates a new record.

Save Saves the active record.

Abandon Abandons changes to the active record.

Delete Deletes the active record.

Delete all… Deletes all objects in the active group.

Print Prints the active pane.

Print grid Prints the active grid.

Export grid Exports the active grid as a .csv file.

E-mail Creates an e-mail to send.

E-mail Customer Creates an e-mail to send to the active customer.

New Window Launches a new CSM window.

Logout Logs you out of CSM.

Close Closes CSM.

Edit Menu

Action Description

Undo Cancels the last action.

Redo Repeats the last action.

Cut Moves the selected item to the pasteboard; you can then paste the item into a new location.

Copy Copies the selected item to the pasteboard; you can then paste the item to a new location.


Action Description

Paste Inserts an item from the pasteboard.

Show legal values Displays a list of legal values (for lookup fields only).

Attach Attaches object to the current record.

Refresh Refreshes the active record.

Zoom Zooms the field into a larger window.

View Menu

Action Description

Quick Search Displays the Quick Search Pane.

Task Pane Displays the Task Pane.

Knowledge Displays the Knowledge Pane.

Navigation Takes you to the Home Page.

Records Navigates through the current record set.

Searching Menu

Action Description

Search Manager Displays the Search Manager where you can manage saved searches.

Quick search builder Displays the Quick Search window where you can build a Quick Search.

Edit current search Displays the Edit search window where you can change the parameters of the active search.

Save current search as Saves the active search as a saved search that you can use again later.

MRU list Lists Most Recently Used searches.

One-Step Menu

Action Description

One-Step Manager Displays the One-Step Manager where you can create, edit, and delete One-Steps.

MRU list Lists Most Recently Used One-Steps.


Customer Menu

Action Description

Contact Manager Displays the Contact Manager where you can access Customer Records and assigned Configuration Items.

Current Info... Displays the current Customer's information.

Config Items... Displays the current Customer's configuration items.

Tools Menu

Action Description

CMDB... Display the Configuration Management Database.

Queues Displays the Queue Manager.

Knowledge Displays the Knowledge Manager.

Dashboards Displays the Dashboard Manager.

Reports Displays the Report Manager.

Calendars Displays the Calendar Manager or Main Calendar

Visualizations Displays the Visualization Manager or Configuration Map.

Attachments Displays the Attachment Manager.

Current Record Business Processes...

Displays Business Processes for the current record.

Table Management Displays the Table Manager where you manage Business Object tables.

Options Displays the Options window where you can set display options.

Actions Menu This menu varies by record type and appears only when a record is open. The following table shows Incident actions.

Action Description

E-mail Current Customer If an e-mail account is defined, displays a new e-mail message.

Create Change Request Runs Create Change operation.

Create Problem Runs Create Problem operation.

Quick Templates Displays a list of available Quick Templates (such as Reset Password).


Help Menu

Action Description

Contents Displays online help. (F1)

Reload definitions Reloads all definitions without requiring the application to be shut down.

Report Error... Report an error with technical support.

About... Display information about CSM.


CSM Toolbar The CSM toolbar is made up of several smaller toolbars, all of which can be independently collapsed and docked:

• Main toolbar: Displays actions for performing common CSM functions.

• Navigation toolbar: Displays actions for navigating between records.

• Action toolbars: Displays actions specific to the type of record displayed in the Main Pane (for example, the Incident toolbar displays when an Incident is active). These custom toolbars are created as part of the Business Object definition in CSM Administrator.

• User toolbars: Displays custom actions for custom toolbars that you create.

• Arrangement/Relationship toolbars: Displays actions for working with arrangement records (child records in a relationship with a parent record).

By default, the toolbars display under the Menu Bar in the CSM Main Window:

• Hide a toolbar by right-clicking anywhere in the toolbar area, and then unchecking the toolbar.

• Undock/move the toolbar by double-clicking the toolbar or by clicking-and-dragging the toolbar.

• Redock the toolbar to its last docked location by double-clicking the toolbar.

The following figure shows a sample Task Pane.

Main Toolbar


Back/Forward Navigates backward or forward in the content pane sequence.

Home Displays the Cherwell Service Management Home Page.

Calendar Brings up the default calendar.

New Creates a new record (you specify the type).

Save Save Saves changes in the active window.

Abandon Abandons changes to the current object.

Cut Moves the selected item to the clipboard; you can then paste

the item into a new location.

Copy Copies the selected item to the clipboard; you can then paste

the item into a new location.



Paste Inserts an item from the clipboard to a new location.

Attach Attach objects, files, a Web page, or a shortcut.

Legal values Displays a list of legal values (for Legal Value fields only).

Print Prints the active pane.

Search Manager Displays the Search Manager where you can create, edit,

delete, organize, and run saved searches.

Navigation Toolbar


Show results Displays a set of records meeting a specific criteria.

Show current record

Displays the currently selected record.

Go to first record Jumps to the first record in set.

Go to previous record

Jumps to the previous record in set.

Got to next record Jumps to the next record in set.

Go to last record Jumps to the last record in set.


Action Toolbar The Action toolbars are created by you, vary by record type, and appear only when a record is open. The following figure shows an example of the Incident toolbar.

Arrangement (Relationship) Toolbars Relationships indicate that two Business Objects are related in some way. For example, an Incident has a Configuration Item. In this example, the Incident is known as the parent and the Configuration Item (CI) is the child.

Note: Not all relationships utilize the same toolbar.


New Create a new item if it is not available.

Link Adds/links additional items.

Unlink Unlinks the selected item.

Delete Deletes the record (does not just unlink it).

Go To Goes to the source record.

Quick View Opens the item in a second window so you can take a quick

look at the details.


About Cherwell Software Cherwell Software is the developer of Cherwell Service Management®, an integrated service management software solution for IT and support professionals. Cherwell Service Management was designed from the ground up using Microsoft’s .NET technology and out-of-the-box ITIL® best practices. With fully integrated modules that have received PinkVERIFY™ certification such as Incident Management, Problem Management, Change Management, Release Management, Configuration Management, and Service Level Management, just to name a few, Cherwell Service Management provides a holistic approach to service management, allowing IT and support departments to align themselves with the businesses and customers they support. Cherwell Service Management offers enterprise power with mid-market prices and ease of use. Cherwell Software’s customers include such companies as TV Guide, The Weather Channel, Ent Federal Credit Union, The University of Minnesota, Hallmark Services and Ohio State University.

Headquartered in Colorado Springs, with European offices in England, Cherwell Software was founded and/or is managed by a team of industry experts, including the former CEO of Front Range Solutions, the former Chief Architect of Front Range Solution’s HEAT® and ITSM™ product lines, and the original founder and past CEO of the Help Desk Institute (HDI). We are passionate about customer care and "innovative technology built upon yesterday values." Please visit www.cherwell.com for more information about Cherwell Software.

Contact Information Support Website: www.cherwellsupport.com

Sales Website: www.cherwell.com

Support E-mail: [email protected]

Sales E-mail: [email protected]

Corporate Headquarters — North America

Support Phone: +1.719.434.5819

Sales Phone: +1.719.386.7000 ext.1

Address: 12295 Oracle Blvd., Suite 200 Colorado Springs, CO 80921, USA

Europe, the Middle East, and Africa

Sales Phone: +44 (0)1793 858181

Fax: +44 (0)800 098 8066

Address: Lime Kiln House Lime Kiln Wootton Bassett, SN4 7HF, UK



http://www.cherwellsupport.com/




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