The Business Value of Integrating ITAM with ITSM

By Damien Versluis on 25 May 2021

Sharing this from Phil Bowermater at Ivanti-Cherwell...

As organisations experience increasing complexity and expanding perimeters, IT professionals are looking to get a better understanding into their distributed software and hardware assets. IT teams need immediate access to detailed information in context of services and underlying assets they run on to make more intelligent decisions about their IT 

investments. Having asset visibility at their fingertips enables them to maximize cost savings, secure assets, and improve the employee experience. In doing so, they align digital infrastructure with their business needs.

IT asset management, or ITAM, enables greater control over IT landscapes, and optimizes asset lifecycle management. Organizations are able to more quickly and easily manage costs, and improve agility and compliance.

ITAM starts with knowing what you have within your IT estate. As enterprise perimeters expand with multi-clouds, the everywhere workforce, and IoT, managing digital assets and their costs grows more complicated and expensive.

Visibility of digital assets improves help desk services

Without question, ITAM and ITSM are more effective when integrated. If you already use ITSM, but still use spreadsheets to track assets, integrating ITAM will make help desk staff and system admins more effective and improve the employee experience. By better understanding the lifecycle of enterprise-wide assets, and having the information easily consumed within an intuitive dashboard and in context of the service, they can make better service delivery and management decisions.

ITAM enables proactive service management by identifying, classifying and managing assets, no matter their location. Service desk personnel need detailed information about their user’s software and hardware. The information needs to be instantly available, so they can better support their users. With asset information at their fingertips, greater insights will be at their disposal to help resolve issues with efficiency and speed. ITAM helps service desk personnel identify trouble ticket patterns developing within specific software versions and hardware models. They can instantly see the product’s warranty status, so they can effectively guide the user.

Integrating ITAM helps improve IT service management operations and outcomes:

  • Service desk personnel need detailed information about hardware and software to understand the root causes behind the issues. ITAM can assist by quickly identifying and helping resolve conflicts related to unauthorized software that causes operational issues.
  • When users request new assets, it’s important to understand what they already have. ITAM helps the service desk avoid overprovisioning and overspending. It also prevents incompatibility issues, when new software is known to conflict with certain OS’s or applications.
  • Detailed information about the assets helps automate self-service capabilities. This is particularly true for role-based IT profiles. A new application request can be compared to the assets already installed on the user’s device, verified against approved software for their role, and automatically installed.
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Cherwell Clear Conference Europe 2021 Recordings available on-demand...

By Derek Leitch on 02 Mar 2021

Cherwell has just finished its customer conference in Europe.

This conference was called Clear 2021 and the audience was Cherwell customers and partners from Europe. 

There was some great content presented at this virtual conference and information and content that we didn't want our New Zealand and Australian customers to miss out on.

Click on the Conference Recordings button below and you'll be taken to the Clear 2021 conference homepage where you can watch / listen to the session recordings. When you click on the content you want, you will be asked to register. Please then register; Once registered, you'll be returned to the conference content. Now that you're registered click on the content you want and re-enter your email address (that you just used to register) and the recorded content should start playing.

There are a few specific sessions I would like to draw to your attention:

  • Cherwell’s Product Vision and Roadmap
  • Cherwell Version 10.2 Release Overview
  • IOps and Dependency - An Overview of Cherwell AIOps and Cherwell Discovery & Dependency Mapping (DDM)
  • Make Work Flow with Microsoft
  • DevOps and value stream management

Please enjoy this valuable content from last week's conference.

This content will only be available for a couple of weeks so please don't miss out on viewing the recordings of interest to you and your organisation.

Conference Recordings


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Microsoft Teams Integration for Cherwell Service Management

By Service Dynamics on 25 Feb 2021

Cherwell offers a free Microsoft Teams Integration mApp that enables strong collaboration between Cherwell Service Management (CSM) and Microsoft Teams.

You can use the Microsoft Teams integration to:

  • Create a new private team channel.

  • Invite other CSM users/customers to the channel.

  • Send messages to the team channel from the Incident object.

  • Refresh the message list to view the most recent messages.

  • Chat history will be recorded in a Journal and Ticket resolution.

Click here to see a 3-min demonstration of the Cherwell - Microsoft Teams Integration mApp in action.

The Cherwell - Microsoft Teams mApp is available for download from


Service Dynamics’ professional services and training enables customers to get up to speed and realise value quickly and empower better service delivery and business value through sharing best practices and insights.

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Introducing HaloITSM service management for New Zealand's small-to-medium sized customers...

By Derek Leitch on 11 Feb 2021

Service Dynamics is pleased to announce our new partnership with HaloITSM.
This announcement means that Service Dynamics is now a solution integrator and service provider of two great service management platforms and solutions: Cherwell Service Management and now HaloITSM.

The market demarcation is as simple as HaloITSM for small-to-medium sized organisations and Cherwell for medium-to-large enterprise customers.

We have partnered with HaloITSM so we can provide small-to-medium sized organisations and businesses with an intuitive, easy to use ITSM SaaS solution with rich functionality at a very compelling (price / value) proposition. 
HaloITSM aligns very well with the service management needs of NZ SME customers who are looking for an ITSM solution with comprehensive capabilities including Incident, Problem, Change, Configuration, Release, Knowledge Management, CMDB, Reporting & SLA management, process and workflow design, asset management, ITOM integrations and much more. 
Customers know Service Dynamics as Cherwell's principal and certified-elite business partner here in New Zealand, providing CSM solutions since 2013. That will not change and we remain committed to Cherwell and the Cherwell Service Management platform and providing medium-to-large enterprise customers with great Cherwell ITSM and enterprise service management solutions and local expert services.
So please welcome HaloITSM to the Service Dynamics' portfolio of service management solutions!
Click here to find out more about HaloITSM, register for a demo or set-up your very own HaloITSM trial system for free.

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ITSM Market Reports (Feb 2021)

By Derek Leitch on 05 Feb 2021

Info-Tech’s Data Quadrant and Emotional Footprint Reports provides customers with valuable market and competitive insights and a comprehensive evaluation of popular solutions in the IT Service Management (ITSM) and Enterprise Service Management market.
Get the 2021 Info-Tech Research Group IT Service Management (ITSM) Data Quadrant &
Emotional Footprint Reports for yourself...
Simply click here and you will be taken to our reports download page.
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