TechValidate Research on Cherwell Service Management

95 Case Studies – Page 1 of 4


Cherwell ITSM Case Study

Medium Enterprise Transportation Services Company

Introduction

This case study of a medium enterprise transportation services company is based on a May 2019 survey of Cherwell ITSM customers by TechValidate, a 3rd-party research service.

“We currently use Cherwell for ITSM, HR, IT Change, and Pipeline Change. Future plans include HRSM mApps, Facilities, and adaptive design.

Cherwell has been highly adaptable to the organization’s specific needs. It provides more automation around HR onboarding and offboarding, and easier notifications and approvals for managing changes made to IT and pipeline infrastructure. Plus, our last version upgrade of Cherwell’s ITSM solution took less time than the last version upgrade of our previous ITSM solution.”

Challenges

A medium enterprise transportation services company was using a less automated solution that limited IT’s ability to service other groups in the organization prior to implementing. They needed a solution that was automated, flexible, and would lower the Total Cost of Ownership (TCO). They also needed a solution that would help provide service beyond IT, and extend to other groups across the organization.

Use Case

  • A medium enterprise transportation services company chose Cherwell ITSM for its following key features and functionalities:
    • Out-of-the-Box ITIL Best Practices
    • IT Self-Service Portal
    • Reporting and Dashboard Capabilities
    • Configuration Management Database
    • Mergeable Applications (mApp Solutions)
    • One-Step Workflow Automation
    • Concurrent Licensing Model
    • Flexible Hosting/Deployment Model
    • Relationships and Culture
    • Ease of Upgrade

Results

To-date, the this medium enterprise transportation services company has achieved the following results with Cherwell ITSM:

  • Reduced their administrative by implementing the following:
    • One-Step Automated Workflows to automate common functions
    • Codeless Architecture to customize and configure the platform
    • mApp solutions to assist in making tough jobs easier
    • Reporting and dashboards to better understand their organization

Cherwell ITSM Case Study

An Educational Institution’s New Flexibility and Automation with Cherwell

Introduction

This case study of an educational institution is based on a May 2019 survey of Cherwell ITSM customers by TechValidate, a 3rd-party research service.

“A new ITSM solution was needed and our own instance of ServiceNow was impractical and expensive. Our CIO had previous experience with Cherwell (coming to us from Weyerhauser), and I believe that this colored our decision as well as issues of cost, ease of configuration and licensing model.

Transferring from a managed ServiceNow instance to our own Cherwell system has allowed for customization and automation. It is a very compelling embodiment of the principle of adjusting tools to suit tasks instead of vice versa."

Challenges

An educational institution was facing various challenges prior to implementing Cherwell. They were finding their previous solution, ServiceNow, to be impractical and expensive. Moreover, the system was inflexible, providing little room for self-configuration and customization, as well as costly. They needed a solution that was easy-to-use, flexible, scalable, cost-effective, and most of all – automated.

Use Case

The key features and functionalities of Cherwell ITSM that the surveyed organization uses:

  • Prior to selecting Cherwell, this educational institution evaluated the following solution(s):
    • Jira Service Desk
    • FreshDesk
  • An educational institution chose Cherwell ITSM for its following key features and functionalities:
    • Out-of-the-Box ITIL Best Practices
    • Reporting and Dashboard Capabilities
    • One-Step Workflow Automation
    • Codeless Architecture
    • Ease of Configuration and Customization
    • Flexible Hosting/Deployment Model
    • Price for Value

Results

To-date, this educational institution has reduced time on configuration and customization by over 75% since implementing Cherwell ITSM.

Cherwell ITSM Case Study

A Medium Enterprise Health Care Company’s Prescription: Customer Support and Innovation from Cherwell

Introduction

This case study of a medium enterprise health care company is based on a June 2019 survey of Cherwell ITSM customers by TechValidate, a 3rd-party research service.

“With our previous ITSM solution, we were struggling to get the right customer service and vendor support. The system was very limited in terms of out of the box reporting and basic user functionality. There was no clear road map in terms of product and future, which led us to replace the solution.

Currently, we are using Cherwell for basic Incident Management and CMDB Management. We are working on implementing Problem Management in the coming weeks, followed by a workflow automated Change Management.

Cherwell has made a huge positive impact not only for the IT team but also from the end-users perspective by providing a positive support experience. It has certainly changed the way we used to manage Service Delivery processes in IT. "

Challenges

A medium enterprise health care company was facing various challenges prior to implementing Cherwell. Their previous solution, VSM/Infra, was not providing sufficient customer service and vendor support. Moreover, the system was unable to meet the growing needs of their healthcare system. It was limited in functionality, lacked reporting, and was unintuitive. They needed a solution that was easy to use and configure, had robust reporting capabilities, had plentiful OOTB functionality, and would provide superior customer support and clear vision for innovation.

Use Case

  • Prior to selecting Cherwell, a medium enterprise health care company evaluated the following solution(s):
    • BMC Remedy
    • HEAT/Frontrange Software/Ivanti
    • ServiceNow
    • Axios
  • This company chose Cherwell ITSM for its following key features and functionalities:
    • IT Self-Service Portal
    • Reporting and Dashboard Capabilities
    • One-Step Workflow Automation
    • Ease of Configuration and Customization
    • Concurrent Licensing Model
    • Customer-Focus

Results

To-date, this medium enterprise health care company has achieved the following results with Cherwell ITSM:

  • Reduced administrative burden by 25-49%, attributed to:
    • One-Step Automated Workflows to automate common functions
    • Codeless Architecture to customize and configure the platform
    • Reporting and dashboards to better understand their organization
  • Reduced time on configuration and customization by 25-49%.

Cherwell ITSM Case Study

A Large Enterprise Health Care Company Matures ITSM Practices, Increases Engagement, and Optimizes Service Delivery with Cherwell

Introduction

This case study of a large enterprise health care company is based on a May 2019 survey of Cherwell ITSM customers by TechValidate, a 3rd-party research service.

“Our old platform did not fit the needs and goals of our organization. Upgrading was tedious and slow, customizing was difficult and the product was not easy to use. It was also very expensive.

We now use Cherwell for Incident Management, System Monitoring, Change Management, Asset Management, Service Request Management, Reporting, and Customer Service Benchmarking.

Cherwell has been the catalyst for a culture change. Not only did it allow us to develop stronger ITSM practices, but it has helped to develop a more engaged Information Services (IS) department, who have increased their communication, and improved efficiencies. Since deploying Cherwell, we have been able to retire several software services saving additional administrative overhead and money."

Challenges

A large enterprise health care company was facing various challenges prior to implementing Cherwell. Their previous solution, BMC Remedy, was no longer meeting the needs of their healthcare system. It was cumbersome, unintuitive, and costly. They needed a solution that would lower their Total Cost of Ownership (TCO), was easy to use and configure, was cost-effective, and would help them mature their ITSM practices to enhance the patient care experience overall.

Use Case

  • Prior to selecting Cherwell, a large enterprise health care company evaluated the following solution(s):
    • BMC Remedy
    • ServiceNow
  • This company chose Cherwell ITSM for its following key features and functionalities:
    • Out-of-the-Box ITIL Best Practices
    • Reporting and Dashboard Capabilities
    • One-Step Workflow Automation
    • Service Integration and Management
    • Trusted Agent
    • Ease of Configuration and Customization
    • Concurrent Licensing Model
    • Relationships and Culture
    • Ease of Upgrade
    • Customer-Focus
    • Price for Value
    • Ease of Integration with 3rd-Party Solutions

Results

To-date, this company’s IS Department has achieved the following results with Cherwell ITSM:

  • Reduced administrative burden by 50-74%, which can be attributed to:
    • One-Step Automated Workflows to automate common functions
    • Codeless Architecture to customize and configure the platform
    • APIs and REST functions to integrate with existing systems
  • Reduced time on configuration and customization by over 75%.

Cherwell ITSM Case Study

A School Board Ramps Up Cherwell to Extend Service Across the Organization

Introduction

This case study of a school board is based on a May 2019 survey of Cherwell ITSM customers by TechValidate, a 3rd-party research service.

“Our previous tool was not user friendly, lacked reporting, and basic ITIL functionality. We’re now using Cherwell for incident and change management, with plans to extend service to other departments, including facilities, operations, purchasing, and HR. Cherwell is easy to configure and its applicability to other departments makes it very flexible.”

Challenges

The IT Department for a School Board was facing various challenges prior to implementing Cherwell. Their previous solution, BMC Footprints, was difficult to use, took long to upgrade, lacked reporting capabilities, and did not have basic ITIL functionality. They needed a solution that was easy-to-use, would lower their Total Cost of Ownership (TCO) had robust reporting capabilities, had built-in ITIL processes, as well as help them extend their service to other groups across the organization.

Use Case

  • Prior to selecting Cherwell, this School Board evaluated the following solution(s):
    • BMC (Footprints)
    • HEAT/Frontrange Software/Ivanti
    • ServiceNow
  • The School Board chose Cherwell ITSM for its following key features and functionalities:
    • Out-of-the-Box ITIL Best Practices
    • IT Self-Service Portal
    • Reporting and Dashboard Capabilities
    • Configuration Management Database
    • Mergeable Applications (mApp Solutions)
    • One-Step Workflow Automation
    • Service Integration and Management
    • Trusted Agent
    • Ease of Configuration and Customization
    • Flexible Hosting/Deployment Model
    • Customer-Focus
    • Price for Value
    • Ease of Integration with 3rd-Party Solutions

Results

To-date, the IT Team for a School Board has achieved the following results with Cherwell ITSM:

  • Reduced administrative burden by 10-24%, attributed to:
    • One-Step Automated Workflows to automate common functions
    • Codeless Architecture to customize and configure the platform
    • APIs and REST functions to integrate with existing systems
    • Reporting and dashboards to better understand your organization
  • Reduced time on configuration and customization by 10-24%.

Cherwell ITSM Case Study

An Educational Institution Transforms Service Delivery with Help from Cherwell

Introduction

This case study of an educational institution is based on a June 2019 survey of Cherwell ITSM customers by TechValidate, a 3rd-party research service.

“We had made some major missteps when we implemented our last iteration of ITSM. Once deployed, we were unable to make adjustments to correct those problems because the platform was cumbersome and the vendor was completely disengaged. Eventually, the lack of functionality and mounting support costs led us to seek alternatives.

With Cherwell, IT has now become a center of excellence inside our organization for service workflow and delivery. We are being sought out to help others transform their operations by deploying Cherwell within their departments."

Challenges

The IT Department at this educational institution was facing various challenges prior to implementing Cherwell. Their previous solution, BMC Remedy, was inflexible, cumbersome, costly, and provided little support. They needed a solution that was flexible, easy-to-use, cost-efficient, and supportive – one that would help transform service delivery across the university.

Use Case

  • Prior to selecting Cherwell, an educational institution evaluated the following solution(s):
    • BMC Remedy
    • ServiceNow
    • Samanage
    • Team Dynamix
  • The educational institution chose Cherwell ITSM for its following key features and functionalities:
    • IT Self-Service Portal
    • Reporting and Dashboard Capabilities
    • Mergeable Applications (mApp Solutions)
    • One-Step Workflow Automation
    • Trusted Agent
    • Codeless Architecture
    • Ease of Configuration and Customization
    • Concurrent Licensing Model
    • Flexible Hosting/Deployment Model
    • Relationships and Culture
    • Ease of Upgrade
    • Customer-Focus
    • Price for Value
    • Ease of Integration with 3rd-Party Solutions

Results

To-date, the IT Team at this educational institution has achieved the following results with Cherwell ITSM:

  • Reduced administrative burden by 25-49%.
  • The reduction in administrative burden can be attributed to the following:
    • One-Step Automated Workflows to automate common functions
    • Codeless Architecture to customize and configure the platform
  • Reduced time on configuration and customization by 50-74%.

Cherwell ITSM Case Study

This State & Local Government Modernizes The Service Experience with Cherwell

Introduction

This case study of state & local government is based on a June 2019 survey of Cherwell ITSM customers by TechValidate, a 3rd-party research service.

“We chose Cherwell for its flexibility and its codeless architecture, along with its many out-of-the-box (OOTB) features. It allows us to provide a modern service experience to the end user, and its integrations allow front line staff to see through a single pane of glass. Additionally, upgrades take even less time than our previous solution.”

Challenges

The IT Department in this state & local government was facing various challenges prior to implementing Cherwell. Their previous solution, BMC Track-IT!, didn’t have the flexibility they needed. Plus, upgrades took much longer. They needed a solution that was flexible, easy-to-use, well-integrated, and would help them provide a more modern service experience to their users.

Use Case

  • Prior to selecting Cherwell, State & Local Government’s IT Department evaluated the following solution(s):
    • HEAT/Frontrange Software/Ivanti
    • ServiceNow
    • Freshservice
  • This government chose Cherwell ITSM for its following key features and functionalities:
    • Out-of-the-Box ITIL Best Practices
    • IT Self-Service Portal
    • Reporting and Dashboard Capabilities
    • One-Step Workflow Automation
    • Codeless Architecture
    • Ease of Integration with 3rd-Party Solutions

Results

To-date, the IT Team at this state & local government has achieved the following results with Cherwell ITSM:

  • Reduced administrative burden by 50-74%.
  • The reduction in administrative burden can be attributed to the following:
    • One-Step Automated Workflows to automate common functions
    • APIs and REST functions to integrate with existing systems
    • mApp solutions to assist in making tough jobs easier

Cherwell ITSM Case Study

A Medium Enterprise Computer Software Company Gains New Efficiencies and Improves the Customer Experience with Cherwell

Introduction

This case study of A medium enterprise computer software company is based on a June 2019 survey of Cherwell ITSM customers by TechValidate, a 3rd-party research service.

“Merging four helpdesk systems, globalizing our business, and gaining new efficiencies will not only help [our company] look more professional but provide better customer service. Using Cherwell for external customer support will mean we can focus on supporting our customers, rather than fighting with our current tools to keep up.”

Challenges

A medium enterprise computer software company was led to evaluate and ultimately select Cherwell ITSM because of various challenges facing the business. Prior to Cherwell, they were operating manually, using hand-written notes to for much of their service delivery. They needed a solution that could help them merge their multiple, manual helpdesk setups, support the globalization of their business, automate existing processes, and provide superior customer support.

Use Case

  • Prior to selecting Cherwell, a medium enterprise computer software company evaluated the following solution(s):
    • BMC Remedy
    • Custom-Developed/Homegrown Solution
    • Marval, NetHelpDesk, Sunrise, Sysaid
  • They chose Cherwell ITSM for its following key features and functionalities:
    • Out-of-the-Box ITIL Best Practices
    • Reporting and Dashboard Capabilities
    • Mergeable Applications (mApp Solutions)
    • One-Step Workflow Automation
    • Service Integration and Management
    • Trusted Agent
    • Codeless Architecture
    • Ease of Configuration and Customization
    • Concurrent Licensing Model
    • Flexible Hosting/Deployment Model
    • Relationships and Culture
    • Ease of Upgrade
    • Customer-Focus
    • Ease of Integration with 3rd-Party Solutions

Results

To-date, this medium enterprise computer software company has achieved the following results with Cherwell ITSM:

  • Reduced administrative burden by an estimated 50-74%.
  • The reduction in administrative burden can be attributed to the following:
    • One-Step Automated Workflows to automate common functions
    • Codeless Architecture to customize and configure the platform
    • API and REST functions to integrate with existing systems
    • mApp solutions to assist in making tough jobs easier
    • Reporting and dashboards to better understand their organization

Cherwell ITSM Case Study

Foundations Gain Newfound Flexibility with Cherwell ITSM

Introduction

This case study of a Health Foundation is based on a June 2019 survey of Cherwell ITSM customers by TechValidate, a 3rd-party research service.

“Moving to Cherwell has afforded us time and cost savings. Our previous solution had poor support, was out-dated, and lacked flexibility.”

Challenges

A Health Foundation was led to evaluate and ultimately selected Cherwell ITSM because of various business challenges. They needed an ITSM solution that could flex, scale, and support the growing needs of their organization. HP OpenView, their solution prior to Cherwell, was unable to support these expanding needs and was very outdated, making it difficult to use overall.

Use Case

*Prior to selection Cherwell, a Health Foundation evaluated the following solution(s):

  • ServiceNow
  • They chose Cherwell ITSM for its following key features and functionalities:
    • Out-of-the-Box ITIL Best Practices
    • IT Self-Service Portal
    • Mergeable Applications (mApp Solutions)
    • One-Step Workflow Automation
    • Service Integration and Management
    • Ease of Configuration and Customization
  • Results

    To-date, a Health Foundatino has achieved the following results with Cherwell ITSM:

    • Reduced administrative burden by an estimated 50-74%.
      **This reduction in administrative burden is attributed to:
      • One-Step Automated Workflows to automate common functions
      • Codeless Architecture to customize and configure the platform
      • mApp solutions to assist in making tough jobs easier
    • Reduced time on configuration and customization by an estimated 50-74%.

    Cherwell ITSM Case Study

    Medium Enterprise Banking Company

    Introduction

    This case study of a Medium Enterprise Banking Company is based on a June 2019 survey of Cherwell ITSM customers by TechValidate, a 3rd-party research service.

    “Our last version upgrade of Cherwell’s ITSM solution took less time than the last version upgrade of our previous ITSM solution.”

    “Our team can now focus on supporting our internal customers beyond executing mindless tasks in our previous ITSM tool.”

    Challenges

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

    Needed an ITSM solution that could flex and scale. Prior to Cherwell, they were using LANDESK Service Desk, which was difficult to use and unable to support the expanding needs of the team.

    Use Case

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

    • Evaluated the following solutions in addition to Cherwell.
      • HEAT/Frontrange Software/Avanti
      • Jira Service Desk
      • ServiceNow
      • Samanage
    • Chose Cherwell for the following features:
      • One-Step Workflow Automation
      • Service Integration and Management
      • Codeless Architecture
      • Ease of Configuration and Customization
      • Concurrent Licensing Model
      • Flexible Hosting/Deployment Model
      • Ease of Upgrade
      • Customer-Focus
      • Price for Value
      • Ease of Integration with 3rd-Party Solutions

    Results

    The surveyed company achieved the following results with Cherwell ITSM:

    • Cherwell’s ITSM solution has reduced time on configuration and customization by over 75%.

    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.



    More Research on Cherwell Service Management