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 »



2,425 Customers Surveyed

16,970 Data Points Collected

192 Published TechFacts

17 Published Charts

95 Published Case Studies



Selected Research Highlights


Cherwell Service Management Customer Satisfaction Rating

An IT Administrator at a Non-profit is very likely to recommend Cherwell Service Management for the following reason:

Cherwell Service Management is a great tool that is very customizable.

Cherwell vs BMC: Administrative Burden

By what percentage do you estimate Cherwell Service Management reduced administrative burden?

Greater than 75%: 12%
50-74%: 23%
25-49%: 33%
10-24%: 19%

Cherwell Service Management Customer Research

Customizing outside of IT is a snap

How easy was it to configure and customize Cherwell Service Management to solve for areas outside of IT?

Very Easy Easy Neutral Difficult

Customizing outside of IT was:

Cherwell Software IT Service Management Case Study

Large Enterprise Real Estate Company

Introduction

This case study of a large enterprise real estate 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.”

“We chose to find a new solution because our previous solution was outdated and no longer supported.”

“Cherwell Service Management provided an easy path to ITSM adoption beyond the service desk.”

Challenges

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

  • Used HP Service Manager’s ITSM solution prior to Cherwell.
  • ITSM solutions evaluated in addition to Cherwell:
    • ServiceNow
    • HEAT / FrontRange Solutions

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
    • One-step actions
  • Chose Cherwell for the following factors:
    • Ease of configuration and customization
    • Flexible licensing model
    • Flexible hosting / deployment model
    • Price for value

Results

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

  • Reduced time spent on configurations and customizations by > 75% with Cherwell Service Management.

Cherwell ITSM Case Study

Medium Enterprise Transportation Services Company

Introduction

This case study of a medium enterprise transportation services company is based on a May 2019 survey of Cherwell ITSM customers by TechValidate, a 3rd-party research service.

“We currently use Cherwell for ITSM, HR, IT Change, and Pipeline Change. Future plans include HRSM mApps, Facilities, and adaptive design.

Cherwell has been highly adaptable to the organization’s specific needs. It provides more automation around HR onboarding and offboarding, and easier notifications and approvals for managing changes made to IT and pipeline infrastructure. Plus, our last version upgrade of Cherwell’s ITSM solution took less time than the last version upgrade of our previous ITSM solution.”

Challenges

A medium enterprise transportation services company was using a less automated solution that limited IT’s ability to service other groups in the organization prior to implementing. They needed a solution that was automated, flexible, and would lower the Total Cost of Ownership (TCO). They also needed a solution that would help provide service beyond IT, and extend to other groups across the organization.

Use Case

  • A medium enterprise transportation services company chose Cherwell ITSM for its following key features and functionalities:
    • Out-of-the-Box ITIL Best Practices
    • IT Self-Service Portal
    • Reporting and Dashboard Capabilities
    • Configuration Management Database
    • Mergeable Applications (mApp Solutions)
    • One-Step Workflow Automation
    • Concurrent Licensing Model
    • Flexible Hosting/Deployment Model
    • Relationships and Culture
    • Ease of Upgrade

Results

To-date, the this medium enterprise transportation services company has achieved the following results with Cherwell ITSM:

  • Reduced their administrative by implementing the following:
    • One-Step Automated Workflows to automate common functions
    • Codeless Architecture to customize and configure the platform
    • mApp solutions to assist in making tough jobs easier
    • Reporting and dashboards to better understand their organization

Cherwell Service Management Customer Testimonial

Cherwell Service Management is integral to our IT operations and enables our practice of ITIL in a very challenging organizational environment. As a non-profit, we cannot afford dedicated specialists for every ITIL function. CSM allows for IT generalists to use, manage, and maintain these functions at a much lower total cost of time, complexity, and financial resources.

IT Director, Non-profit



More to Explore



About Cherwell Service Management

Cherwell Service Management™ 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