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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 Satisfaction Rating

An Application Manager at a medium enterprise banking company is very likely to recommend Cherwell Service Management for the following reason:

Cherwell is so pretty!

Cherwell Service Management Customer Research

Automating Enterprise Service Management

What other business areas do you use Cherwell to automate workflows?

Customer Service
53%
Facilities Management
34%
Human Resources
33%
Procurement
28%
Field Service
20%

Cherwell Service Management Case Study

Large Enterprise Health Care Company

Introduction

This case study of a large enterprise health care company is based on a January 2017 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.

“We are now in our third year with Cherwell and are planning our next big upgrade. We were able to move from 4.6 to 5.11 with only a few issues. We are hopeful that the 8.2 upgrade goes just as smoothly. Each previous system lasted about 2 years before we had to call in Professional Service to do the next upgrade and basically start from scratch each time. Now our tool supports our processes instead of our processes being designed around the tool. The rapid development of new functionality is a big win for our customers.”

Challenges

The business challenge that led the profiled company to evaluate and ultimately select Cherwell Service Management:

  • Used HP Service Manager prior to Cherwell.

Use Case

The key features and functionalities of Cherwell Service Management that the surveyed company uses:

  • Replaced their previous ITSM tool for the following reasons:
    • Their ITSM tool was too customized to work properly or to upgrade
    • The time and cost of upgrading the old ITSM tool was too high
    • They were dissatisfied with their old vendor support and/or relationship

Results

The surveyed company achieved the following results with Cherwell Service Management:

  • After switching to Cherwell Service Management they saved 60% on licensing costs compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they decreased the amount of time spent on customizations by 80% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they reduced the amount of resources spent on third-party integrations by 80% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they reduced the amount of resources spent on configurations by 60% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management they saved 50% of the resources used for preparing for and implementing an upgrade compared to their previous ITSM solution.

Cherwell Service Management Customer Testimonial

Why use Cherwell Beyond IT?

Cost, integration, and a one-stop-shop.

System Administrator, Large Enterprise Health Care Company

The Cherwell Difference

Which factors led you to choose Cherwell?

Ease of Configuration and Customization
69%
Flexible Licensing Model
47%
Flexible Hosting/Deployment Model
35%
Relationship and Culture
22%
Ease of Upgrade
38%
Customer Focus
32%
Price for Value
59%
Ease of Integration with 3rd Party Solutions
19%

Cherwell Software IT Service Management Case Study

Medium Enterprise Insurance Company

Introduction

This case study of a medium enterprise insurance company is based on a February 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.”

“The lack of scalability and additional features beyond just ticketing services led us to pursue a new ITSM solution.”

“We have begun to integrate Cherwell into areas of the business that we hadn’t previously.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Cherwell Software IT Service Management:

  • Used BMC Track-IT!’s ITSM solution prior to Cherwell.
  • ITSM solutions evaluated in addition to Cherwell:
    • BMC (FootPrints)
    • ServiceNow
    • EasyVista

Use Case

The key features and functionalities of Cherwell Software IT Service Management that the surveyed company uses:

  • Chose Cherwell for the following product features:
    • IT self-service portal
    • Reporting and dashboard capabilities
  • Chose Cherwell for the following factors:
    • Ease of configuration and customization
    • Flexible licensing model
    • Ease of upgrade

Results

The surveyed company achieved the following results with Cherwell Software IT Service Management:

  • Reduced their administrative burden by 25-49% with Cherwell Service Management.
  • Reduced time spent on configurations and customizations by 25-49% with Cherwell Service Management.


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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