Menu

TechValidate Research on Cherwell Service Management

These pages present data that TechValidate has sourced via direct research with verified customers and users of Cherwell Service Management. TechValidate stands behind the authenticity of all published data. Learn more »



2,178 Customers Surveyed

14,651 Data Points Collected

177 Published TechFacts

16 Published Charts

85 Published Case Studies



Selected Research Highlights


Cherwell Service Management Customer Research

What challenges did you experience utilizing Email, Spreadsheets, Open Source Solutions, etc.?

Difficult to track and manage issues/requests
65%
Administrative Burden
58%
Data Silos
52%
Application Integration Challenges
43%
Expensive Licensing Costs
17%

Winning Features

Which product features led you to choose Cherwell?

Out of the Box ITIL Best Practices
63%
IT Self-Service Portal
56%
Reporting and Dashboard capabilities
58%
Configuration Management Database
32%
Mergeable Applications (mApp Solutions)
14%
One-Step Actions
44%
Mobile App for IOS and Android
20%
Service Integration and Management
37%
Trusted Agent
6%

Cherwell Service Management Case Study

S&P 500 Real Estate Company

Introduction

This case study of an S&P 500 real estate company is based on a February 2016 survey of Cherwell Service Management customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“Cherwell Service Management has enabled us to improve the end-user experience through our portal, provide some new tools to technicians to manage tickets, and decreased our operating costs substantially.”

Challenges

  • Used ServiceNow for the following features:
    • Incidents
    • Requests
    • Change
    • Configurations
  • Left ServiceNow for the following reasons:
    • Price for value
    • Total cost of ownership
    • Ease of use
    • Ease of customization
    • Ease of configuration
    • Upgradability

Use Case

  • Uses Cherwell for the following:
    • Incidents
    • Requests
    • Problems
    • Changes
    • Configurations
    • Knowledge
  • Chose Cherwell for the following reasons:
    • Price for value
    • Total cost of ownership
    • Responsiveness
    • Licensing terms
    • Ease of use
    • Executive team
    • Alignment of expectations
    • Ease of customization
    • Ease of configuration
    • Upgradability
    • Quality of support

Results

  • Decreased licensing costs by 50% – 75% with Cherwell.
  • Decreased customization costs (i.e. adding a field into a form) by 25% – 49% with Cherwell.

Case Study: Fortune 500 Insurance Company

Introduction

This case study of a Fortune 500 insurance company is based on a March 2016 survey of Cherwell Software IT Service Management customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“We were able to implement Cherwell Service Management in less time than our previous ITSM solution.”

“Our last version upgrade of Cherwell Service Management took less time than the last version upgrade of our previous ITSM solution.”

“Moving to Cherwell has allowed us to revisit, streamline, and standardize our ITSM processes. As a result of mergers and acquisitions, we are able to use different solutions for some ITIL processes. The move to Cherwell has allowed us to re-focus as an organization and ensure that we build out the processes based on best practices across our organization.”

Challenges

  • Used HP Service Manager’s ITSM solution prior to Cherwell.
  • ITSM solutions evaluated in addition to Cherwell:
    • ServiceNow
    • CA Service Desk Manager
    • HP Service Manager

Use Case

  • Chose Cherwell for the following product features:
    • IT self-service portal
    • Reporting and dashboard capabilities
    • Mobile app for IOS and Android
    • Service integration and management
  • Chose Cherwell for the following factors:
    • Ease of configuration and customization
    • Flexible licensing model
    • Price for value
    • Ease of Integration with 3rd party solutions

Results

  • Reduced their administrative burden by 10-24% with Cherwell Service Management.
  • Reduced time spent on configurations and customizations by 10-24% with Cherwell Service Management.

Cherwell Service Management was able to provide us with an easy to use application, which saved us significant time in recording and actioning tickets. The flexibility of Cherwell has enabled us to easily add additional functionality to meet our various business unit requirements.

IT Manager, State & Local Government

Cherwell Service Management Customer Testimonial

Cherwell Service Management has provided us an opportunity to measure our business and help to identify ‘pain points’ throughout our organization. Cherwell has added much-needed visibility that our management and supervising staff has needed for a long time.

IT Manager, State & Local Government



More to Explore



About Cherwell Service Management

Cherwell Service Managementâ„¢ is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility needed for rapid configuration and customization, minimal overhead, and frictionless upgrades.

Cherwell Service Management Website   Cherwell Software Website