TechValidate Research on Cherwell Service Management


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.




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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