Learning Nuggets
Cherwell User Training Kit
Accelerating Your Implementation
Accelerating Your Implementation

Not Applicable

  • access_time 4h
  • Credits: 1
Accelerating Your Implementation

Accelerating Your Implementation introduces you to CSM's core components, helps you prepare your service catalog, and compares CSM's out-of-the-box workflows with your core process requirements.

You will analyze the design workbook, in order to help lead your design workshop of Cherwell Service Management. Knowing these topics will help avoid the roadblocks that most often stall or interrupt a smooth implementation.

You will be introduced to CSM's core components, prepare your Service Catalog, and compare CSM's Out-of-the-Box workflows with your core process requirements.

You will analyze the design workbook, in order to help lead your design workshop of Cherwell Service Management. Knowing these topics will help avoid the roadblocks that most often stall or interrupt a smooth implementation.

NOTE: This course will NOT provide the skills to self-implement.

This course can be taken in a self-paced online training. To attend the self-paced class, attendees only need a web browser and speakers or headphones.

Intended Audience:
The Accelerating Your Implementation course is designed for those preparing for the design and implementation of their CSM system. This includes Service Owners, Process Owners, Solution Designers, Administrators and other team members who have decision authority over how Cherwell Service Management will be used and configured to meet your organization’s goals.

Neil Myers
Neil Myers is a Sr. Curriculum Developer and Trainer with over 20 years’ experience implementing highly configurable products and teaching customers how to build and use them. He joined Cherwell in 2013. His principal focus is on training Cherwell’s partners on how to implement Cherwell Service Management.

Lesson One: Examining the Design Workshop

a. About the Implementation Design Course

b. The Obstacles of an Implementation Design Workshop

c. The Implementation Design Process

d. About the Design Workbook

e. Statement of Work Review

Lesson Two: Examining CSM Functionality

a. The CSM Toolset and Layers

b. Content vs. Platform

c. The CSM User vs the CSM Customer

d. CSM Security Groups

Lesson Three: Defining Your Service Catalog

a. Defining Your Service Catalog

b. How CSM Uses the Service Catalog

c. Priority and SLA Elements in the Service Catalog

d. Service Catalog Structure

e. Offerings in a Service Catalog

f. Service Catalog Size Considerations

Lesson Four: Evaluating Your Processes

a. Evaluating Processes for Implementation

Lesson Five: Comparing the CSM Process to Yours

a. Overview of CSM OOTB Processes

b. Cherwell Support Portal

Additional Homework Topics:

1. Touring Incident Management

2. Touring Problem Management

3. Touring Change Management

4. Touring Knowledge Management

5. Touring the CMDB

6. Touring Service Level Agreements (SLAs)

7. Touring Tasks

8. Touring the Self-Service Portal

Objectives: to give customers a high level overview of product features so that they make informed decisions regarding their Cherwell implementation