Overall Satisfaction with Cherwell Service Management
Cherwell tickets are created via email or call from hospital departments. Specific resources are then created a task within the Cherwell ticket. Detailed information is then supplied within the Cherwell ticket, once the ticket/task has been closed, an email is then sent to the initial requestor who requested the ticket to be created. Also time tracking is added with the Cherwell ticket.
- The Cherwell application has multiple processes to supply the requested information and the resolved information.
- Time Tracking is added, the cost can then be submitted to the hospital.
- Documentation can also be uploaded within the assigned ticket, to supply information to other tasked resources.
- The application is very good.
- This weekend the current version was upgraded.
- Senior management can supply full information of the time tracking with the associated ticket numbers.
- Positive: Hospital Incident supplied to Cherwell Service Management, task assigned immediately to the specific resource
- Positive: Hospital Request supplied to Cherwell Service Management, meetings to discuss the requirements and financials.
- Positive: The time tracking data is supplied into a SQL DB, a report is then reviewed by TransForm SSO and supplied to specific hospitals
Five years ago a service desk application was used, not a very good process. No available application to TransForm SSO resources, emails were distributed to specific TransForm SSO resources....email responses sent to tech support and hospital requestors.