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The university's experience with other incident tracking applications, including Remedy, was varied. There were "Inherent Flaws" with the applications - from aesthetics to design and workflow none of which well suited to educational environment. Over time, the university's frustration with limited and cumbersome legacy systems grew so large that the IT team demanded a change. They needed a system that they could easily customize to their unique and ever-changing needs. To master these problems they turned to of Cherwell Service Management. A painless ITIL approach and made implementation of ITIL best practices a new reality, the IT team has progressed beyond Incident tracking and now utilizes the many other features of Cherwell Service Management.
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