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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 »



2,178 Customers Surveyed

14,651 Data Points Collected

177 Published TechFacts

16 Published Charts

85 Published Case Studies



Selected Research Highlights


Cherwell Service Management Customer Testimonial

We integrated Nagios, Solarwinds, Tivoli, Asset Explorer, NICUS, RevTrack, and Footprints with Cherwell Service Management.

Senior IT Architect, State & Local Government

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.

Cherwell Service Management Case Study

S&P 500 Electronics Company

Introduction

This case study of an S&P 500 electronics 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.

“It was much easier to educate people on how to use Cherwell Service Management than our previous solution and the Change Management process takes less time to create and follow.”

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 feature and functionality of Cherwell Service Management that the surveyed company uses:

  • Replaced their previous ITSM tool for the following reason:
    • The time and cost of upgrading the old ITSM tool was too high

Results

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

  • After switching to Cherwell Service Management they saved 30% 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 50% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they reduced the number of resources spent on third-party integrations by 100% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they reduced the number of resources spent on configurations by 30% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management they saved 80% 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 40% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they improved customer satisfaction by 80% compared to their previous ITSM solution.

Cherwell Service Management Customer Research

Automation and the Self-Service Portal are Essential to Shift Left

Which features were most impactful in enabling you to execute your Shift Left approach?

One-Step Actions
71%
IT Self-Service Portal
61%
Reporting and Dashboard Capabilities
51%
Out of the Box ITIL Best Practices
42%
Service Integration and Management
32%
Configuration Management Database
26%
Mergeable Applications
17%

Cherwell Software IT Service Management Customer Testimonial

We switched to Cherwell Service Management in part because of the price and product flexibility. The previous product was too expensive and offered little customization or flexibility without significant additional cost.

Chief Information Officer, Small Business Financial Services Company

Cherwell Service Management Customer Research

Customers see their Return on Investment

In terms of return on investment impact, how much would you categorize the use of Cherwell Service Management to automate workflows and processes outside of IT?

S Significant S Moderate S Marginal S Minimal

ROI Impact


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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