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

It’s like a set of Lego bricks – you can configure it to suit any of your requirements.

IT Administrator, Medium Enterprise Health Care Company

Product Features for Success

Which additional factors led you to choose Cherwell?

Ease of Configuration and Customization
Flexible Licensing Model
Flexible Hosting/Deployment Model
Relationship and Culture
Ease of Upgrade
Customer Focus
Price for Value
Ease of Integration with 3rd Party Solutions

The largest impact of Cherwell Service Management for our organization is providing a visible menu of service (Cherwell Portal). Allowing our customers to see what they are being charged for and who to engage for particular requests. This visibility has provided a plethora of process improvement opportunities that were not apparent before we implemented Cherwell.

Application Manager, Large Enterprise Health Care Company

Cherwell Service Management Case Study

Educational Institution


This case study of an educational institution is based on a March 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.

“mApp solutions enable me to collaborate and share ideas with other Cherwell users. I can easily download mApp from the mApp Exchange to see how others have tackled an implementation and use part or all of the solution in our environment.”

“The framework that makes Cherwell design more modular and portable also goes beyond mApp solutions. It allows us to bring complex enhancements from our development system into production with much greater agility. It also allows sharing with other Cherwell users and even assists in troubleshooting. As Cherwell has fleshed out the mApp catalog, I see it being more and more of an asset going forward.”


  • Used BMC Remedy’s ITSM solution prior to Cherwell.
  • Traditional methods of development (configuration, customization, and extension) applied with a previous IT Service Management tool:
    • Their previous out-of-the-box solution
  • Challenges before implementing mergeable applications:
    • Solution mismatching
    • No customization meant we were stuck using the product in a very narrow way.

Use Case

  • Downloaded and merged three mApp solutions into their Cherwell environment


  • Can download and merge a mApp into an existing Cherwell installation in 15 minutes when I had expected 6-8 hours of work.
  • Biggest benefits of using mApp solutions:
    • Reduction development time
    • Collaboration with other Cherwell Software customers
    • Sourcing new ideas and concepts from the crowd with the Innovation Springboard

Cherwell Software IT Service Management Case Study

Medium Enterprise Retail Company


This case study of a medium enterprise retail 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 needed a solution that could be used by all of the internal divisions within our department.”

“We were able to introduce a new process with little impact, leading to improved service perception.”


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

  • Used Zoho Manage Engine’s ITSM solution prior to Cherwell.
  • ITSM solution evaluated in addition to Cherwell:
    • ServiceNow

Use Case

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

  • Chose Cherwell for the following product feature:
    • One-step actions


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 < 10% with Cherwell Service Management.

Winning Features

Which product features led you to choose Cherwell?

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
Trusted Agent

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