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 has delivered on all of our expectations. It is easy to configure, use, maintain, and support. Our business users and IT team love the tool and what it delivers to them.

Cherwell Service Management Case Study

Educational Institution

Introduction

This case study of a educational institution is based on an August 2016 survey of Cherwell Service Management customers by TechValidate, a 3rd-party research service. The profiled organization asked to have their name blinded to protect their confidentiality.

“Microsoft Lync. FM Systems, SCCM.”

“Ease of use, options, customizability, support, and licensing cost.”

“We have true visibility to our HR issues and trending.”

Challenges

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

  • Used the following methods and resources to meet organizational needs and requirements outside of IT service management prior to implementing Cherwell:
    • Email
    • Spreadsheets
    • Homegrown solutions
    • Fit-for-purpose / best of breed solutions
  • Experienced the following challenges when using alternative resources (email, spreadsheets, open source solutions, etc.) to meet organizational needs and requirements:
    • Administrative burdens
    • Data silos
    • Difficulty tracking and managing issues / requests

Use Case

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

  • Automates the following workflows with Cherwell:
    • Human resources
    • Customer service
    • Procurement
  • Agrees that customizing Cherwell Service Management outside of IT was somewhat easy.
  • Agrees that Cherwell Service Management upgrades after customizing are easy.

Results

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

  • Primary benefits of using Cherwell Service Management to automate processes outside of IT:
    • Lowered costs
    • Improved visibility
    • Improved IT customer satisfaction
    • Increased productivity
    • Improved interoperability
    • Can go to one place for all requests (IT related or not)
  • Cherwell Service Management had a marginal ROI impact on automating workflows and processes outside of IT.

An IT Manager of a medium enterprise health care company is very likely to recommend Cherwell Service Management for the following reason:

Cherwell Service Management is easy to configure, upgrade, and use.

Cherwell Service Management Customer Research

Previous Solution

Which vendor’s ITSM solution did you use prior to Cherwell?

Custom Developed/ Homegrown Solution: 12%
BMC Remedy: 11%
HEAT/Frontrange Software: 11%
HP Service Manager: 10%
BMC Track-IT: 5%
BMC (Footprints): 4%
ServiceNow: 3%
CA Service Desk Manager: 2%
LANDesk: 2%

Cherwell Service Management Case Study

Fortune 500 Construction Company

Introduction

This case study of a fortune 500 construction 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.

“Cherwell has enabled my group to quickly respond to changing business needs and requirements with ease, increasing our adoption from business customers as well as IT service providers. We now have groups coming to our team to see if Cherwell can help in solving their business needs instead of looking for one off or developing custom solutions.”

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
    • Their old tool failed to deliver the expected benefits
    • Their old tool lacked flexibility
    • 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 80% 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 90% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they reduced the amount of resources spent on third-party integrations by 90% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they reduced the amount of resources spent on configurations by 70% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management they saved 90% of the resources used for preparing for and implementing an upgrade compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they improved their IT productivity by 30% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they improved customer satisfaction by 60% compared to their previous ITSM solution.

Cherwell Service Management Customer Research

Benefits of Automating non-IT Processes

What have been the primary benefits of using Cherwell Service Management to automate processes outside of IT?

Improved Visibility
58%
Increased Productivity
50%
The ability to go to one place for all requests - IT related or not
47%
Improved IT Customer Satisfaction
39%
Improved Interoperability
27%
Lower Costs
19%
Lower Overhead
15%
Improved IT Morale
9%


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