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Summary

Digital transformation presents organizations with a variety of different challenges and opportunities, not only technological, but also cultural. Helping businesses make sense of the complexities associated with a digital effort, and then acting on them appropriately in transforming the way that people work is an important service management competency in the digital age. At its recent EMEA conference, Cherwell demonstrated its commitment to supporting organizations in achieving against this objective.

Helping organizations make sense of the increasingly complex digitization puzzle

New employee demands and behaviors, coupled with technological advancements, mean that organizations need to be in a constant state of adaptation. Ovum data shows that there is no single dominant priority driving interest and investments in digital initiatives, but instead a range of opportunities that business leaders deem of equal importance, including improving employee productivity, enabling the mobile workforce, and security. Being able to recognize and appropriately act on new business disruptors in as timely and secure a fashion as possible is critical to the modern organization, and service management tools and practices have a key role to play in achieving this. How service management can help organizations become more adaptable to the frequent rate of change brought about by digitization was a prominent theme and topic of discussion at Cherwell’s recent EMEA conference. Service management practices and tools are helping businesses of all sizes make sense of an increasingly complex digital technology ecosystem, supporting businesses in recognizing the value of new technologies and how they can be effectively utilized in delivering a return on investment.

The Cherwell Service Management platform has evolved into an enterprise service management offering that can be of value not only to IT departments, but also to other business units, such as HR and facilities management. Enterprise service management was another key theme at the Cherwell EMEA event, with many customers sharing their own experiences of the value realized in extending the value of service management beyond only the IT department. Helping teams better collaborate and communicate around work in context, and the optimization of cross-functional workflows are key benefits achieved by organizations that are aligning with an enterprise service management approach.

Cherwell recently announced that the global investment firm KKR had made a new investment of $172m in the company. This builds on the $50m KKR invested in Cherwell in February 2017 and will be important in helping Cherwell to further develop its global market recognition and presence. In addition to strengthening its market impact, Cherwell has made some important functionality enhancements over the past 24 months, not least in further developing its enterprise service management capabilities and the continued development of its mApp capabilities and ecosystem. The vendor is making a strong impact in a competitive space, and for this it should be commended.

Appendix

Further reading

Enterprise Insights: Applications and Analytics Shape the Future Workspace, ENS001-000010 (January 2018)

Enterprise Insights: Why Mobility Is a Vital Digital Workspace Component, ENS001-000020 (April 2018)

Author

Adam Holtby, Senior Analyst, Workspace Services

adam.holtby@ovum.com

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