Our Services

  • Our Services

StrataCom demonstrates the commitment, care, and core IT Service Management knowledge and understanding you require. If you are looking for a true partner, not just another technical resource, look no further. Our ability to seamlessly put even the most complex technology vision into motion has allowed for our continued success.

StrataCom retains a senior-level staff of ITIL certified consultants who are experts in the IT Service Management space, many having worked in ITSM development for 20+ years. Our consultants all have deep technical expertise in addition to solid, real-world experience. We are experts…not generalists.

Services We Offer:

Implementation

StrataCom incorporates the Agile Development Methodology for Cherwell Implementation to ensure the best results.  Put simply Agile Development involves completing development, testing, and requirements refinement all in one step but broken up into multiple mini-projects that roll into one large project as an end goal.  Agile focuses on end user input and the ability to remain flexible during the development cycle as opposed to producing a solution in a fixed and static manner.

With an Agile approach, adapted to each client and the specific project at hand, our consultants work with clients to create a number of User Stories (requirements) that make up a wish list of requirements and project goals.  The consultant then prioritizes these items into smaller, manageable projects (aka sprints) to enable stakeholders to watch their system evolve over time.

StrataCom emphasizes close collaboration between the programmer team and business experts; communication; frequent delivery of new deployable business value; tight, self-organizing teams; and ways to craft the code and the team such that the inevitable requirements churn is not a crisis.

StrataCom promotes adaptive planning, evolutionary development, and delivery while encouraging early and flexible responses to change.  We believe that Agile Development is a solid framework that delivers promised results on time, within budget, and with greater value.

StrataCom’s time-tested methodology that ensures our goals are realistic and honest.  You can trust StrataCom’s level of effort projections for implementation services because time and time again our deliverables are achieved on time and within budget, vital aspects of any project’s success.

Upgrades

We find the Cherwell upgrade topic to be a source of confusion for many clients. While the platform gets upgraded, many wonder why they aren’t seeing new features and functionality once their system is upgraded. Content Changes are not delivered as part of an upgrade. Content may extend and change your Cherwell system. StrataCom provides assistance with evaluating your current platform and content versions. We evaluate the extent of configuration: what mApps are installed, what custom development has been made, etc. Our experts then review and discuss the benefits of current content and the business case for the upgrade.

Customization and Configuration

With most of the major ITSM tools on the market, there is typically a right way and a wrong way to configure or customize your ITSM solution. All too often we find clients who have developed themselves into a corner and struggle with upgrades. Engage our experts to help you configure your solution in such a way that future upgrades are seamless. We can provide process consulting to identify ways that configuration and enhancement can bring greater value to your business and help you get more ROI out of your tool.

Integrations

Tool integration is often a challenge for many tool administrators, even the more advanced practitioners. StrataCom’s team has written hundreds of integrations for hundreds of clients and each is often unique. Instead of spending weeks or months of time working on integrations internally, leverage our years of expertise to get your integrations completed quickly.

Managed Services

Are your developers and administrators overwhelmed by demands from the business? Are you interested in improving your Cherwell tool and processes but internal resources are too busy? Do you want to see real results from the additional features of upgrading to a new version?

Growing and maintaining Cherwell-specific expertise takes time…and money. Choose StrataCom and save both. Our certified staff has all the ITSM expertise you need. Consider our managed services offering.

Staff Augmentation

Are your developers and administrators overwhelmed by demands from the business? Are you interested in improving your Cherwell tool and processes but internal resources are too busy? Do you want to see real results from the additional features of upgrading to a new version?

Growing and maintaining Cherwell-specific expertise takes time…and money. Choose StrataCom and save both. Our certified staff has all the ITSM expertise you need. Consider our managed services offering.

Performance Tuning

Struggling with performance issues in Cherwell? Common Complaints we hear from the Cherwell community:

  • Cherwell is slowing down during the busiest time of day
  • Login times are slow
  • Clicking ‘save’ is slow
  • Using certain Views is very slow
  • Searching existing tickets is slow

If you’re experiencing some of the same issues, we’d love to visit with you about your current situation and how we can help resolve those issues. Cherwell should be very fast.  If it’s not, it’s fixable.

Portal and Service Catalog Design

Frustrated with your Cherwell Portal? Have a service catalog that is not user friendly? Engage our team to design, or re-design, a Cherwell portal or service catalog experience that’s visually pleasing, well organized, and easy to use.

ITIL Process Consulting

Leverage StrataCom’s decades of experience in the ITSM industry to help your team evaluate and implement better business processes. Our team provides best practice guidance around all of aspects of IT Service Management. We evaluate your current processes, analyze important processes unique to your business, identify areas of improvement for greater time and cost efficiencies, and help you build these processes into your solution.

Road Map Consulting

Road map planning is often an exercise that takes place before a new software implementation. However, as your system ages, it can be helpful to evaluate content available in new versions and create a road map plan. StrataCom’s ITIL certified consultants can guide you through prioritizing solution enhancements, integrations, and functionality that will make the biggest impact on your business. For new implementations, we create a phased implementation plan that will help you achieve quick wins while continuing to build out your service management strategy in a timeframe that makes sense for your organization. Our road map consulting service ensures you realized quicker ROI.

Reporting and Metrics

Writing reports and viewing key metrics isn’t always as straightforward as it may seem during your initial training during a software implementation effort. Our consultants are experts and writing reports and designing dashboards to help you quickly and easily view and the metrics which are important to your organization. We can create dynamic dashboards tailored to a variety of different individuals within your organization or write and schedule reports for automatic distribution at intervals you choose.

Training and Support

StrataCom can provide training above and beyond the offerings of our software vendor partners with content specifically tailored to your organization’s ITSM environment and tool. Typically, our training services complement and enhance the formal training you’ll receive from your software vendor directly. Most commonly we are engaged to for one-on-one shadowing and knowledge transfer.

StrataCom’s support offerings also enhance the support you’ll receive from your software vendor. Typically, vendors provide upgrades, patches, and break/fix support. StrataCom’s Expert Care/Managed Services/Staff Augmentation support offerings are designed to go above and beyond the support you receive from your software vendor, rather than replace their support all together. For more details, see our Cherwell Expert Care packaged offering.

Project Management

StrataCom has provided project management for many of our enterprise-level clients and our consultants are comfortable and skilled in this role. StrataCom employs consultants that are not only technically talented, but also possess excellent communication and leadership skills.

Some of our projects have been client-managed; others have been managed by StrataCom consultants. Our staff is familiar with either structure and is not biased toward either approach. Our projects are managed carefully to ensure milestones are being met, on time and within budget. Regular touch points are established and concerns are addressed early and often.

ITSM System Health Check

Many organizations implement Cherwell with the intention of later improving their processes and building out the functionality of the tool. However, day to day operations at the help desk often prevent administrators from keeping their tools lean and mean. StrataCom offers a Health Check Tune Up designed to ensure that your tool and processes are running optimally.

Package & Service Offerings:

Cherwell Upgrade

Cherwell Portal and Service Catalog Design

Cherwell Performance Tuning

Cherwell Health Check Tune Up

Cherwell Expert Care Staff Augmentation

Cherwell and Microsoft Teams Integration

Mobilize Cherwell

Kanban: Agile Workflow Management

Cherwell Implementation

StrataCom mApps:

StrataCom’s senior consulting staff has created a handful of mApps which we hope will provide value to the Cherwell community. These mApps are all available free of charge and are meant to be downloaded and personalized for each Cherwell client. Should you wish to engage StrataCom to build out or configure the mApp for your unique environment, please give us a call. We’d love to help.

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Customer Approval Essentials

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