Cherwell

Customer Analytics is a technology, delivery, and support partner with Cherwell. We have a large team of Cherwell-certified developers and administrators who are also ITIL certified. We help organizations to not only implement ITSM tools, but to set them up to follow ITIL 4 best practices.

Our experts help clients get up and running quickly in Cherwell, whether migrating to Cherwell from ServiceNow, upgrading to new Cherwell versions, or starting from scratch.

We have also successfully implemented many innovative and dynamic customizations that have transformed the way our clients manage their projects and processes using Cherwell.

CHERWELLCORNER

Customer Analytics maintains an information-sharing website called CherwellCorner, where Cherwell enthusiasts can gain knowledge on Cherwell, ITSM, and ITIL framework and practices. We have so much Cherwell knowledge and expertise that we want to share how to fix issues, quick tricks and tips, and do’s and don’ts.

What we do

Modules we support

  • ITSM
  • Incident Management
  • Problem Management
  • Change Management
  • Request Management
  • On call Management
  • ITBM
  • Project Portfolio Management
  • Project, Project Task
  • Demand Management
  • IT Financial Management
  • Timesheet and Timecard
  • HRSM
  • CAM (Asset Management)
  • CMDB
  • Self-Service Portal / Innovative Dashboards
  • Performance Monitoring and Best practice suggestions
  • Email and Event Monitoring Configurations
  • User and Group Management
  • Security Management

INTEGRATION

  • Integration with third party tools such as:
  • LDAP and AD integrations
  • REST API integrations
  • PowerShell
  • Twilio (SMS)

Upgrades and Migration

  • Platform Upgrades
  • Content Upgrades
  • Migrating to Cherwell from other ITSM tools

Custom Apps (Innovations)

  • Cherwell testcase automation
  • Dynamic Approval Workflow
  • VIP Handler
  • Watchlist
  • Authorization for Expenditure
  • Cherwell – Power BI integration with ‘CA Analytical Engine’ for data analytics
  • Templates Functionality
  • User independent Favourites

SERVICENOW

Customer Analytics has significant experience in ServiceNow and can help get you up and running quickly on this popular ITSM platform.

We have a large team of certified ServiceNow engineers with expertise in the full system development lifecycle of ServiceNow: from requirements analysis, story building, sprint planning, development, unit testing and QA, to deployment and sprint review.

We have successfully implemented many innovative and dynamic customizations that have transformed the way our clients manage their projects and processes using ServiceNow. As we have been working with ServiceNow for more than 4 years, we also have experience in migration between ServiceNow versions.

What we do

Modules we support

  • ITSM
  • IT Operation Management
  • IT Business Management – Project Portfolio Management
  • Financial Management
  • Customer Service Management
  • Security Operations

Integration and Upgrades

  • Integration with third party tools
  • LDAP and SSO integrations
  • ServiceNow version upgrades

SACM

  • Setting up Asset Management
  • CMDB

Custom Apps

  • Authorization For Expenditure
  • ServiceNow – Power BI integration with ‘CA Analytical Engine’ for data analytics

IT Infrastructure Support

Customer Analytics provides configuration, maintenance and support of core IT infrastructure and systems.

  • Virtual server implementation and administration
  • Storage and backup management
  • Server patching
  • Failover, load balancing implementation and management
  • Server health monitoring, L2 and L3 support of server infrastructure
  • Antivirus administration and support
  • Network design and implementation
  • Administration and configuration of routers and switches
  • Network monitoring, failover testing, and simulating real-time scenarios and implementation techniques to optimally utilize network bandwidth
  • Hardware/software upgrade management of network devices
  • L2 and L3 support of network infrastructure
  • Network issue resolution with ISP/vendors
  • Database design and implementation
  • Installation, administration and maintenance of database server software and related products
  • Set up of Test, Development, Staging and Production environments
  • Application of service packs
  • Management of database growth and changes
  • L2 and L3 support of database infrastructure and monitoring error logs, and set up of alerts
  • Data security: creating users and assigning permissions based on the level of database access the user requests, create linked servers, etc.
  • Set up and management of database backups
  • Set up High-Availability as part of a disaster recovery strategy for the databases, to include: failover clustering, database mirroring, log shipping and replication
  • Performance tuning of databases and queries
  • Firewall administration
  • Defining network security policy, implementation and administration
  • Endpoint protection implementation and administration (e.g., Barracuda, Symantec)
  • End user, server, network security compliance monitoring
  • Setup, configuration and management of various Microsoft applications, including Dynamics 365, Office 365, SharePoint, Exchange Server…