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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 »



2,420 Customers Surveyed

16,914 Data Points Collected

177 Published TechFacts

16 Published Charts

85 Published Case Studies



Selected Research Highlights


Cherwell Software IT Service Management Case Study

Medium Enterprise Energy & Utilities Company

Introduction

This case study of a medium enterprise energy & utilities 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.”

“Need for more status indicators in the portal. Increased features. Easier configuration. Tracking metrics. "

“It has allowed us to capture metrics that allow us to understand our level of effort by area. We have been able to use the system for better management of requests in IT and other departments. The Portal has provided increased end user satisfaction as they can see clear and immediate status updates on their incidents and requests.”

Challenges

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

  • Used Microsoft SCSM’s ITSM solution prior to Cherwell.
  • ITSM solutions evaluated in addition to Cherwell:
    • ServiceNow
    • HP Service Manager

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:
    • Out of the box ITIL best practices
    • IT self-service portal
    • Reporting and dashboard capabilities
    • Gartner
  • Chose Cherwell for the following factors:
    • Ease of configuration and customization
    • Ease of upgrade

Results

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

  • Reduced their administrative burden by 10-24% with Cherwell Service Management.
  • Reduced time spent on configurations and customizations by 25-49% with Cherwell Service Management.

Cherwell Service Management Customer Research

What resources did your organization use to meet your organizational needs outside of IT service management previous to Cherwell?

Open Source Solutions
17%
Fit-for-Purpose / Best of Breed Solutions
33%
Homegrown Solutions
53%
Spreadsheets
62%
Email
73%
Other
10%

Cherwell Service Management Customer Satisfaction Rating

A Senior IT Manager at a medium enterprise health care company is very likely to recommend Cherwell Service Management for the following reasons:

The ease of configuration to the product, the dashboards and reporting, the cost, and the flexibility of the product.

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 Service Management Customer Research

Shifting Left Improves Customer Satisfaction and First Contact Resolution

Which results were achieved with your Shift Left Approach?

Improved Customer Satisfaction
59%
Improved First Contact Resolution
55%
Reduced Ticket Handling Times
53%
Decreased Mean Time To Resolution
44%
Improved Change Management Success Rates
17%
Reduced Ticket Volume
16%
Reduced Self-Inflicted Outages (Due to Managing Change)
13%

Case Study: Large Enterprise Energy & Utilities Company

Introduction

This case study of a large enterprise energy & utilities 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.”

“Previous solution was implemented poorly – no defined service categorization hierarchy / portfolio / catalog, etc. – so reporting was of little value. Design and usability were poor. Making a change was a coding event, instead of a configuration change, making what should be a simple configuration into an unnecessarily large code change. Also, level 3 support teams could not create their own tickets (that was probably a design issue more than software limitation).”

“Ease of use and usability increased adoption by EIT support teams. Ease of approving RFC’s via email. Configurable dashboards make the solution easier for queue managers to stay on top of tickets.”

Challenges

  • Used HP Service Manager’s ITSM solution prior to Cherwell.
  • ITSM solutions evaluated in addition to Cherwell:
    • BMC (FootPrints)
    • ServiceNow
    • Axios, SysAid, EasyVista, Landesk

Use Case

  • Chose Cherwell for the following product features:
    • Out of the box ITIL best practices
    • IT self-service portal
    • Reporting and dashboard capabilities
    • One-step actions
    • Mobile app for IOS and Android
  • Chose Cherwell for the following factors:
    • Ease of configuration and customization
    • Flexible licensing model
    • Flexible hosting / deployment model
    • Ease of upgrade
    • Price for value

Results

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


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