TechValidate Research on Cherwell Service Management

Cherwell ITSM Case Study

An Educational Institution’s New Flexibility and Automation with Cherwell


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."


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


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

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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