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 Case Study

Small Business Computer Services Company

Introduction

This case study of a small business computer services company is based on an October 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 Service Management has significantly improved efficiency, extended the range of automated features and our ability to comply with ITIL principles, and delivered improved customer satisfaction particular through the range of options available through the portals.”

Challenges

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

  • Used the following ITSM solution before switching to Cherwell Service Management:
    • Tesseract Service Centre
  • Primary reasons for replacing the previous ITSM tool with Cherwell Service Management:
    • Their previous ITSM solution was difficult to integrate with other applications
    • They needed to implement/improve processes
    • They needed to improve reporting
    • They needed to extend process automation into the business
    • previous product lacked full ITIL integration
  • Organizational impact of not getting the desired results from the previous ITSM solution:
    • High levels of labor intensity
    • An inability to move at the pace the organization required
    • Low IT customer satisfaction

Use Case

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

  • Chose Cherwell for the following factors:
    • Ease of configuration and customization
    • Flexible licensing model
    • Flexible hosting / deployment model
    • Customer focus
    • Price for value
    • Ease of Integration with 3rd party solutions

Results

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

  • Since replacing their previous ITSM solution, the company improved IT productivity by 50% after using Cherwell Service Management.
  • Since replacing their previous ITSM solution, the company improved IT customer satisfaction by 50% after using Cherwell Service Management.

Cherwell Software IT Service Management Case Study

State & Local Government

Introduction

This case study of a state & local government is based on a March 2016 survey of Cherwell Software IT Service Management customers by TechValidate, a 3rd-party research service. The profiled organization 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.”

“Cherwell Service Management has allowed us to focus on the data produced from using the tool, rather than how to use the tool. CSM provided the means and flexibility to still do things “the way we do” without having to conform to limitations of the tool implemented."

Challenges

The business challenges that led the profiled organization 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:
    • BMC Remedy
    • ServiceNow
    • HP Service Manager

Use Case

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

  • Chose Cherwell for the following product features:
    • IT self-service portal
    • Reporting and dashboard capabilities
    • Mergeable applications (mApp Solutions)
    • One-step actions
  • Chose Cherwell for the following factors:
    • Ease of configuration and customization
    • Flexible licensing model
    • Flexible hosting / deployment model
    • Relationship and culture
    • Ease of upgrade
    • Price for value

Results

The surveyed organization achieved the following result with Cherwell Software IT Service Management:

  • Reduced time spent on configurations and customizations by 50-74% with Cherwell Service Management.

Cherwell ITSM Customer Review

5/5 Stars

How our organization uses Cherwell ITSM:

We are mostly using it to track time spent by our consultants at different clients (all custom build). We then use this data to bill clients for hours spent.

Would you recommend Cherwell ITSM?

Yes, it’s very easy to build custom applications within Cherwell. I love not having to code 100’s of lines of code just to create a data entry screen.

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 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 Satisfaction Rating

An IT Specialist at a medium enterprise retail company is very likely to recommend Cherwell Service Management for the following reason:

Cherwell is a very solid product that offers a lot out of the box. We are able to start out simple, and once the users get familiar with the product they can give suggestions and we are able to customize the tool to meet not only our customers’ needs but the needs of our technicians as well.



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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