TechValidate Research on Cherwell Service Management

Cherwell ITSM Case Study

This State & Local Government Modernizes The Service Experience with Cherwell


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.”


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


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

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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