TechValidate Research on Cherwell Service Management


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.




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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