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TechValidate Research on Cherwell Service Management

85 Case Studies – Page 1 of 3


Cherwell Service Management Case Study

Fortune 500 Industrial Manufacturing Company

Introduction

This case study of a Fortune 500 industrial manufacturing company is based on an August 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 automated the change management process which helped application teams for a quicker turnaround.”

“Cherwell Service Management has been a good tool for the organization.”

Challenges

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

  • Used Applix prior to Cherwell.

Use Case

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

  • Most impactful features of Cherwell Service Management for enabling the Shift Left approach:
    • Reporting and dashboard capabilities
    • Mergeable applications

Results

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

  • Primary “Shift Left” approach:
    • Automating tasks/workflows via Cherwell one-step actions
  • Achieved the following result with their Shift Left approach:
    • Improved change management success rates

Cherwell Service Management Case Study

Small Business Industrial Manufacturing Company

Introduction

This case study of a small business industrial manufacturing 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.

“Cherwell has provided the ability to better track issues, resolutions, etc. We’re presently deploying Cherwell to other enterprise areas.”

Challenges

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

  • Used Outlook 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
    • Enterprise service management required a new tool
    • Their old tool failed to deliver the expected benefits
    • Their old tool lacked flexibility
    • Lack of reporting capability with old method.

Results

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

  • After switching to Cherwell Service Management, they improved their IT productivity by 100% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they improved customer satisfaction by 100% compared to their previous ITSM solution.

Cherwell Service Management Case Study

Medium Enterprise Industrial Manufacturing Company

Introduction

This case study of a medium enterprise industrial manufacturing 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.

“The clients in the field don’t really notice the change other than e-mails appear different. IT personnel spend much less time searching and navigating in Cherwell versus our prior software.”

Challenges

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

  • Used Service Desk Express 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:
    • Old tool was old and not very user-friendly

Results

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

  • After switching to Cherwell Service Management, they decreased the amount of time spent on customizations by 75% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they reduced the amount of resources spent on third-party integrations by 33% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they reduced the amount of resources spent on configurations by 80% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management they saved 50% 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 20% compared to their previous ITSM solution.

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 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.

“Users of the software are impressed and excited to use it.”

Challenges

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

  • Used CA Service Desk 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
    • Their old tool failed to deliver the expected benefits
    • Their old tool lacked flexibility

Results

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

  • 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 amount of resources spent on third-party integrations by 30% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they reduced the amount of resources spent on configurations by 60% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management they saved 50% 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 40% compared to their previous ITSM solution.

Cherwell Service Management Case Study

Large Enterprise Professional Services Company

Introduction

This case study of a large enterprise professional 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.

Challenges

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

  • Used the following ITSM solutions before switching to Cherwell Service Management:
    • BMC Service Desk Express
    • HelpLine (BadgerNT)
  • 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 establish IT self-service
    • They needed to implement/improve processes
  • Organizational impact of not getting the desired results from the previous ITSM solution:
    • Frequent unplanned downtime
    • An inability to move at the pace the organization required
    • Low IT customer satisfaction
    • Low IT employee 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 hosting / deployment model
    • Relationship and culture
    • Customer focus

Results

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

  • Compared to their previous ITSM solution, the company decreased the amount of time spent on configuration and customization by 20% after using Cherwell Service Management.
  • Compared to their previous ITSM solution, the company saved 80% of their resources used for preparing and implementing an upgrade after using Cherwell Service Management.
  • Since replacing their previous ITSM solution, the company improved IT productivity by 50% after using Cherwell Service Management.

Cherwell Software IT Service Management Case Study

Small Business Telecommunications Services Company

Introduction

This case study of a small business telecommunications services 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.”

“Customised reporting and searches allow better understanding of the data to enable smarter decisions to be made in realtime.”

Challenges

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

  • Used Infra’s ITSM solution prior to Cherwell.

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:
    • Reporting and dashboard capabilities
    • Configuration management database
    • Mobile app for IOS and Android
    • Service integration and management
  • Chose Cherwell for the following factor:
    • Ease of configuration and customization

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 < 10% with Cherwell Service Management.

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 revolutionized our service department and gave us a system that we could build upon.”

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:
    • JobLogic
  • 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
  • Organizational impact of not getting the desired results from the previous ITSM solution:
    • Missed/breached SLA’s
    • 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
    • Relationship and culture
    • Ease of upgrade
    • Customer focus
    • Ease of Integration with 3rd party solutions

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 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.

Challenges

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

  • Primary reason for replacing the previous ITSM tool with Cherwell Service Management:
    • Needed to implement/improve processes

Use Case

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

  • Chose Cherwell for the following factor:
    • Ease of configuration and customization

Results

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

  • Compared to their previous ITSM solution, the company decreased the amount of time spent on configuration and customization by 5% after using Cherwell Service Management.
  • Compared to their previous ITSM solution, the company saved 10% of their resources used for preparing and implementing an upgrade after using Cherwell Service Management.
  • Since replacing their previous ITSM solution, the company improved IT productivity by 15% after using Cherwell Service Management.
  • Since replacing their previous ITSM solution, the company improved IT customer satisfaction by 15% after using Cherwell Service Management.

Cherwell Service Management Case Study

Large Enterprise Transportation Services Company

Introduction

This case study of a large enterprise transportation 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.

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:
    • Hornbill SupportWorks
  • Primary reasons for replacing the previous ITSM tool with Cherwell Service Management:
    • There were high licensing costs
    • Their previous ITSM solution was too customized to work properly
    • They needed to establish IT self-service
    • They needed to improve reporting
  • Organizational impact of not getting the desired results from the previous ITSM solution:
    • Unbudgeted capital expenditure/cost overruns
    • High levels of labor intensity
    • Missed/breached SLA’s
    • 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
    • Relationship and culture
    • Customer focus
    • Price for value

Results

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

  • Compared to their previous ITSM solution, the company decreased the amount of time spent on configuration and customization by 50% after using Cherwell Service Management.
  • Compared to their previous ITSM solution, the company saved 25% of their resources used for preparing and implementing an upgrade after using Cherwell Service Management.

Cherwell Service Management Case Study

Large Enterprise Transportation Services Company

Introduction

This case study of a large enterprise transportation 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.

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:
    • Hornbill SupportWorks
  • Primary reason for replacing the previous ITSM tool with Cherwell Service Management:
    • Their previous ITSM solution was too customized to work properly
  • Organizational impact of not getting the desired results from the previous ITSM solution:
    • High levels of labor intensity
    • Frequent unplanned downtime
    • Missed/breached SLA’s
    • An inability to move at the pace the organization required
    • Low IT customer satisfaction
    • Low IT employee 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 hosting / deployment model
    • Relationship and culture
    • Customer focus
    • Price for value

Results

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

  • Compared to their previous ITSM solution, the company decreased the amount of time spent on configuration and customization by 70% after using Cherwell Service Management.

Cherwell Service Management Case Study

Large Enterprise Health Care Company

Introduction

This case study of a large enterprise health care 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 has given us a far more agile solution able to adapt and cope with strategic changes.”

What third-party solutions/products have you integrated with Cherwell Service Management?
“BMC ITSM.”

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:
    • Symantec ServiceDesk 7.1
  • Primary reasons for replacing the previous ITSM tool with Cherwell Service Management:
    • There were high maintenance costs
    • There were high administrative costs
    • Their previous ITSM solution was too customized to work properly
    • Their previous ITSM solution was too customized to upgrade versions
  • Organizational impact of not getting the desired results from the previous ITSM solution:
    • An inability to move at the pace the organization required
    • Low IT employee satisfaction
    • Extremely slow – simple ticket actions took over 1 minute

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
    • Ease of upgrade

Results

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

  • Compared to their previous ITSM solution, the company decreased the amount of time spent on configuration and customization by 50% after using Cherwell Service Management.
  • Compared to their previous ITSM solution, the company saved 90% of their resources used for preparing and implementing an upgrade after using Cherwell Service Management.
  • Since replacing their previous ITSM solution, the company improved IT productivity by 60% after using Cherwell Service Management.
  • Since replacing their previous ITSM solution, the company improved IT customer satisfaction by 20% after using Cherwell Service Management.

Cherwell Service Management Case Study

Small Business Construction Company

Introduction

This case study of a small business construction 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 helped us understand and carve out business processes across all departments.”

“DocuSign, custom-built web scheduling.”

Challenges

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

  • Primary reason for replacing the previous ITSM tool with Cherwell Service Management:
    • They needed to extend process automation into the business

Use Case

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

  • Chose Cherwell for the following factor:
    • Ease of configuration and customization

Results

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

  • Compared to their previous ITSM solution, they decreased the amount of time spent on configuration and customization by 30% after using Cherwell Service Management.
  • Compared to their previous ITSM solution, they saved 40% of their resources used for preparing and implementing an upgrade after using Cherwell Service Management.
  • Since replacing their previous ITSM solution, they improved IT productivity by 30% after using Cherwell Service Management.
  • Since replacing their previous ITSM solution, they improved IT customer satisfaction by 50% after using Cherwell Service Management.

Cherwell Software IT Service Management Case Study

Medium Enterprise Retail Company

Introduction

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.”

Challenges

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

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 < 10% with Cherwell Service Management.

Cherwell Service Management Case Study

Medium Enterprise Insurance Company

Introduction

This case study of a medium enterprise insurance company is based on an August 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.

“Cherwell Service Management has facilitated processes and monitoring for our organization.”

Challenges

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

  • Used the following method and resource to meet organizational needs and requirements outside of IT service management prior to implementing Cherwell:
    • C2 Innovations
  • Experienced the following challenge when using alternative resources (email, spreadsheets, open source solutions, etc.) to meet organizational needs and requirements:
    • Application integration challenges

Use Case

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

  • Agrees that Cherwell Service Management was easy to configure and customize outside of IT.
  • Agrees that upgrades were easy after configuring and customizing Cherwell Service Management to automate workflows and processes outside of IT service management.

Results

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

  • Primary benefits of using Cherwell Service Management to automate processes outside of IT:
    • Improved IT customer satisfaction
    • Increased productivity
    • Improved interoperability
  • Finds the use of Cherwell Service Management to have a moderate ROI impact on automating workflows and processes outside of IT.

Cherwell Service Management Case Study

Medium Enterprise Insurance Company

Introduction

This case study of a medium enterprise insurance 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.

“In searching for a new solution, we considered several factors: UI and back-end flexibility, non-development configuration/coding and administration up-keep. Cherwell had the best options.”

Challenges

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

  • Used ServiceNow 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 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 decreased the amount of time spent on customizations by 80% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they improved their IT productivity by 50% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they improved customer satisfaction by 70% compared to their previous ITSM solution.

Cherwell Software IT Service Management Case Study

Medium Enterprise Insurance Company

Introduction

This case study of a medium enterprise insurance 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.”

“The lack of scalability and additional features beyond just ticketing services led us to pursue a new ITSM solution.”

“We have begun to integrate Cherwell into areas of the business that we hadn’t previously.”

Challenges

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

  • Used BMC Track-IT!’s ITSM solution prior to Cherwell.
  • ITSM solutions evaluated in addition to Cherwell:
    • BMC (FootPrints)
    • ServiceNow
    • EasyVista

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:
    • IT self-service portal
    • Reporting and dashboard capabilities
  • Chose Cherwell for the following factors:
    • Ease of configuration and customization
    • Flexible licensing model
    • Ease of upgrade

Results

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

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

Cherwell Service Management Case Study

State & Local Government

Introduction

This case study of a state & local government is based on a January 2017 survey of Cherwell Service Management customers by TechValidate, a 3rd-party research service. The profiled organization asked to have their name blinded to protect their confidentiality.

“Using Cherwell has allowed us to extend our ITSM service capabilities much faster and cheaper than with our previous provider.”

Challenges

The business challenge that led the profiled organization 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 organization 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 lacked flexibility

Results

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

  • After switching to Cherwell Service Management they saved 25% 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 amount of resources spent on configurations by 25% compared to their previous ITSM solution.
  • 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 their IT productivity by 25% compared to their previous ITSM solution.

Cherwell Software IT Service Management Case Study

Large Enterprise Real Estate Company

Introduction

This case study of a large enterprise real estate 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.”

“We chose to find a new solution because our previous solution was outdated and no longer supported.”

“Cherwell Service Management provided an easy path to ITSM adoption beyond the service desk.”

Challenges

The business challenges that led the profiled company 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:
    • ServiceNow
    • HEAT / FrontRange Solutions

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:
    • IT self-service portal
    • Reporting and dashboard capabilities
    • One-step actions
  • Chose Cherwell for the following factors:
    • Ease of configuration and customization
    • Flexible licensing model
    • Flexible hosting / deployment model
    • Price for value

Results

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

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

Cherwell Software IT Service Management Case Study

Federal Government

Introduction

This case study of a federal government is based on a February 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.”

“Cost and the ease of making changes with Cherwell Service Management led us to switch from our previous tool.”

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
    • CA Service Desk Manager
    • HP Service Manager
    • HEAT / FrontRange Solutions
    • LANDesk

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

Results

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

  • Reduced their administrative burden by 50-74% with Cherwell Service Management.
  • Reduced time spent on configurations and customizations by 25-49% with 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 February 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.”

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
    • BMC (FootPrints)
    • ServiceNow
    • CA Service Desk Manager
    • HP Service Manager
    • HEAT / FrontRange Solutions

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:
    • Out of the box ITIL best practices
    • IT self-service portal
    • Reporting and dashboard capabilities
    • Configuration management database
    • 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
    • Ease of Integration with 3rd party solutions

Results

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

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

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:
    • 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:
    • Out of the box ITIL best practices
    • IT self-service portal
    • Reporting and dashboard capabilities
    • Configuration management database
    • One-step actions
    • Service integration and management
  • Chose Cherwell for the following factors:
    • Ease of configuration and customization
    • Flexible licensing model
    • Flexible hosting / deployment model
    • Customer focus
    • Price for value

Results

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

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

Cherwell Service Management Case Study

Small Business Health Care Company

Introduction

This case study of a small business health care 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.

“Cherwell Service Management allows us to build work load management systems outside the traditional IT processes.”

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:
    • Enterprise service management required a new tool
    • Their old tool failed to deliver the expected benefits
    • Their old tool lacked flexibility

Results

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

  • After switching to Cherwell Service Management they saved 50% 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 75% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they reduced the amount of resources spent on third-party integrations by 30% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they reduced the amount of resources spent on configurations by 50% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management they saved 50% 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 35% compared to their previous ITSM solution.

Cherwell Service Management Case Study

Medium Enterprise Health Care Company

Introduction

This case study of a medium enterprise health care 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.

“Cherwell Service Management allowed us to implement Incident management very quickly at our remote sites across 4 states with different customer bases.”

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 50% 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 75% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they reduced the amount of resources spent on configurations by 75% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management they saved 50% 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 70% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they improved customer satisfaction by 70% compared to their previous ITSM solution.

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

Large Enterprise Health Care Company

Introduction

This case study of a large enterprise health care 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.

“Cherwell has been very well received. The user interface is much better than the previous ITSM solution.”

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:
    • Their old tool failed to deliver the expected benefits
    • Their old tool lacked flexibility
    • They were dissatisfied with their old vendor support and/or relationship

Results

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

  • After switching to Cherwell Service Management they saved 20% 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 75% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they reduced the amount of resources spent on third-party integrations by 50% compared to their previous ITSM solution.
  • 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 their IT productivity by 25% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they improved customer satisfaction by 70% compared to their previous ITSM solution.

Cherwell Service Management Case Study

Large Enterprise Health Care Company

Introduction

This case study of a large enterprise health care 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 are now in our third year with Cherwell and are planning our next big upgrade. We were able to move from 4.6 to 5.11 with only a few issues. We are hopeful that the 8.2 upgrade goes just as smoothly. Each previous system lasted about 2 years before we had to call in Professional Service to do the next upgrade and basically start from scratch each time. Now our tool supports our processes instead of our processes being designed around the tool. The rapid development of new functionality is a big win for our customers.”

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:
    • Their ITSM tool was too customized to work properly or to upgrade
    • The time and cost of upgrading the old ITSM tool was too high
    • They were dissatisfied with their old vendor support and/or relationship

Results

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

  • After switching to Cherwell Service Management they saved 60% 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 80% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they reduced the amount of resources spent on third-party integrations by 80% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they reduced the amount of resources spent on configurations by 60% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management they saved 50% of the resources used for preparing for and implementing an upgrade 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 Case Study

Large Enterprise Construction Company

Introduction

This case study of a large enterprise construction 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.

“Cherwell Service Management allows IT to do their job effectively which, in turn, raises customer satisfaction. Cherwell has been universally embraced by all our IT staff. We find this leads to quick resolution and better attention to tickets and projects.”

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:
    • The time and cost of upgrading the old ITSM tool was too high
    • Their old tool failed to deliver the expected benefits
    • Their old tool lacked flexibility
    • They were dissatisfied with their old vendor support and/or relationship

Results

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

  • After switching to Cherwell Service Management they saved 35% on licensing costs compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they reduced the amount of resources spent on configurations by 35% compared to their previous ITSM solution.
  • 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 70% compared to their previous ITSM solution.



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