Case Study: Foxwoods Resort Casino achieves improved guest experience and IT agility with Cherwell Software

Foxwoods Resort Casino hits jackpot with cloud-based ITSM

Foxwoods Resort Casino, the largest resort casino in North America that also supports the Mashantucket Pequot Tribal Nation, was hampered by an outdated, unsupported service-management system. With maintenance and upgrades neglected for years, the IT team faced recurring failures and limited ability to meet the complex needs of the resort, hotels, entertainment venues and tribal government services, so they began searching for a modern ITSM replacement.

They selected Cherwell’s cloud-based ITSM for its flexible pricing and configurable capabilities. Deployed as SaaS, it now handles incident response and asset management (reducing unknown assets from 14% to under 1%), and will expand to change control and a service catalog. The hosted model eliminated upgrade/maintenance burden, enabled more automation and adaptability across diverse departments, improved internal IT service and guest experience, and avoided extra-module fees for cost savings.

Foxwoods Resort Casino

Dave Blodgett

Director of Computing Services