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

Powerful customizations, one-steps, and ease of use of the Cherwell platform.

Cherwell Service Management Customer Testimonial

We have integrated Microsoft System Center Service Manager, Microsoft System Center Orchestrator, SolarWinds, Skype, and multiple custom applications with Cherwell Service Management.

IT Systems Analyst, Large Enterprise Computer Services Company

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%

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 Service Management Case Study

S&P 500 Financial Services Company

Introduction

This case study of an S&P 500 financial services 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.

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

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

Challenges

  • Used CASD, Service Now, Remedy, Hornbill, HP Service Manager’s ITSM solution prior to Cherwell
  • ITSM solution evaluated in addition to Cherwell:
    • ServiceNow

Use Case

  • Chose Cherwell for the following product features:
    • Out of the box ITIL best practices
    • IT self-service portal
    • Reporting and dashboard capabilities
    • Configuration management database
    • Mergeable applications (mApp Solutions)
    • One-step actions
    • Mobile app for IOS and Android
    • Service integration and management
  • Chose Cherwell for the following factors:
    • Ease of configuration and customization
    • Flexible licensing model
    • Flexible hosting / deployment model
    • Relationship and culture
    • Price for value
    • Ease of Integration with 3rd party solutions

Results

  • Reduced their administrative burden by 50-74% with Cherwell Service Management
  • Reduced time spent on configurations and customizations by > 75% with Cherwell Service Management

Cherwell Service Management Case Study

Large Enterprise Financial Services Company

Introduction

This case study of a large enterprise financial services 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 have one tool now, as opposed to dozens. With that comes a decrease in productivity and some sub-optimization at granular levels but we expect productivity to increase as the tool gets used and we are getting enterprise-wide data we didn’t have before.”

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:
    • They adopted a new ITSM process that required a new ITSM tool
    • The time and cost of upgrading the old ITSM tool was too high
    • Their old tool failed to deliver the expected benefits

Results

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

  • After switching to Cherwell Service Management they saved 75% 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 customer satisfaction by 25% compared to their previous ITSM solution.


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