Case Study: Kingspan Insulation achieves proactive, efficient global ITSM with Cherwell Software

Sustainable business meets sustainable ITSM

Kingspan Insulation, part of the global Kingspan group, needed a more autonomous and consistent IT service for its division of 2,500 users across 60 sites. A shared ITSM platform had forced compromises between divisions, producing inconsistent change management, SLAs and workflows, so the division set out to find a dedicated solution that would support ITIL processes and improve responsiveness.

After evaluating multiple vendors, Kingspan selected Cherwell Service Management and implemented its built‑in ITIL processes, intuitive dashboards and codeless configuration tools. Integrations with Active Directory and Lansweeper feeding Power BI enabled fast IT asset reconciliation, while daily automated audits and proactive monitoring cut the volume and severity of incoming incidents. The team also launched an award‑winning service portal with live chat and notifications, and plans to extend Cherwell into broader change-management processes.

Kingspan

Peter Gifford

Divisional Service Delivery Manager