TechValidate Research on Cherwell Service Management

Cherwell ITSM Case Study

A Medium Enterprise Health Care Company’s Prescription: Customer Support and Innovation from Cherwell


This case study of a medium enterprise health care company is based on a June 2019 survey of Cherwell ITSM customers by TechValidate, a 3rd-party research service.

“With our previous ITSM solution, we were struggling to get the right customer service and vendor support. The system was very limited in terms of out of the box reporting and basic user functionality. There was no clear road map in terms of product and future, which led us to replace the solution.

Currently, we are using Cherwell for basic Incident Management and CMDB Management. We are working on implementing Problem Management in the coming weeks, followed by a workflow automated Change Management.

Cherwell has made a huge positive impact not only for the IT team but also from the end-users perspective by providing a positive support experience. It has certainly changed the way we used to manage Service Delivery processes in IT. "


A medium enterprise health care company was facing various challenges prior to implementing Cherwell. Their previous solution, VSM/Infra, was not providing sufficient customer service and vendor support. Moreover, the system was unable to meet the growing needs of their healthcare system. It was limited in functionality, lacked reporting, and was unintuitive. They needed a solution that was easy to use and configure, had robust reporting capabilities, had plentiful OOTB functionality, and would provide superior customer support and clear vision for innovation.

Use Case

  • Prior to selecting Cherwell, a medium enterprise health care company evaluated the following solution(s):
    • BMC Remedy
    • HEAT/Frontrange Software/Ivanti
    • ServiceNow
    • Axios
  • This company chose Cherwell ITSM for its following key features and functionalities:
    • IT Self-Service Portal
    • Reporting and Dashboard Capabilities
    • One-Step Workflow Automation
    • Ease of Configuration and Customization
    • Concurrent Licensing Model
    • Customer-Focus


To-date, this medium enterprise health care company has achieved the following results with Cherwell ITSM:

  • Reduced administrative burden by 25-49%, attributed to:
    • One-Step Automated Workflows to automate common functions
    • Codeless Architecture to customize and configure the platform
    • Reporting and dashboards to better understand their organization
  • Reduced time on configuration and customization by 25-49%.

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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