TechValidate Research on Cherwell Service Management

Cherwell ITSM Case Study

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


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.”


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


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%.

About This Data

This data was sourced directly from verified users of Cherwell Service Management by TechValidate.

TechValidate verifies the identity and organizational affiliation of all participants that contribute to published research data. When research participants so desire, we also guarantee their anonymity so that they may share information honestly and freely.

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