Case Study: Parkview Health achieves rapid time-to-value and improved IT visibility with Cherwell Software

Parkview Health - Customer Case Study

Parkview Health, a community-based health system supporting 8,700 employees, was growing rapidly and rolling out a population health initiative when its legacy ITSM proved cumbersome, inflexible, and hard to use. The organization needed a configurable solution with visual executive dashboards, actionable metrics, easy data extraction, and built‑in ITIL processes to improve visibility and decision‑making.

Working with REM Enterprise Solutions, Parkview implemented Cherwell Service Management—deploying a self‑service portal, Incident, Problem and Change Management with automated approvals, Knowledge Management, surveys, dashboards, and reporting. The platform went from basic implementation to production in 90 days (with a 24‑hour basic setup), delivering faster time to value, better user experience, reduced help‑desk dependence, easier access to data, and greater flexibility for HIPAA audits, with plans to expand HR service requests and mobile access.

Parkview Health

Rick Miller

Director of Information Systems