Make Cherwell Our

Own
DASHBOARD CUSTOMIZATION, SPECIFIC FORMS, NEW WORKFLOWS
Challenges
Why We Needed New Dashboards
 Learning curve for a new system
 Manatee County business rules for ITSM
 Users struggled to find the ‘right’ information
 One-size-fits-all approach did not work
 Confusion
 Different Needs
 Analysts needed to see daily assignments
 Managers wanted to see team’s workload/performance
 Executive needed to see the overall picture/performance
 and … Customer Service Center had their very own needs
 It was difficult to identify priorities (Requests vs. Incidents)
Solution
How We Solved It
 Identified users and requirements
 Different target audience
 Specific needs for each audience
 What is my work ? (Analyst)
 What is my team’s workload ? (Managers)
 What is overall performance ? (Executive)
 Commonalities
 ITIL (Incident, Service Requests, Problems, Change Request)
 Where is my assignment coming from ?
 SLA breach
 Design Dashboards
 Consistent look & feel
 Easy navigation
 Meet the requirements for each target
…Now, The Technical Stuff

 Browse Cherwell for OOTB elements (widgets, queries, etc.) to reuse

 Get familiar with Matrix, Charts, Command Palette widgets
 Create the common widgets and queries
 Be more granular: create specific widgets and queries
 Put all together in a blueprint
 Set the default dashboard for each target audience
Executive Dashboard
Analyst Dashboard
Team Dashboard
Customer Service Center Dashboard
Specific Forms & Workflows
MAKE CHERWELL FIT IN
Scenario

 Growing number of new Sharepoint Site requests

 Mobile Device Management has been implemented
 More information for the PC/Laptop requests
 Specific deployment procedure for an enterprise level
system (UCS)
Solutions
 Developed specific forms
 Sharepoint Site requests
 UCS Code Drop
 Mobile Device enrollment
 Accela System
 Enhanced OOTB forms
 PC/Laptop requests
 Mobile device requests
 Setup a new workflow for UCS Code Drops
deployment
 k Yo u !
Tha n