TechValidate Research on Cherwell Service Management


Cherwell Service Management Case Study

S&P 500 Real Estate Company

Introduction

This case study of an S&P 500 real estate company is based on a February 2016 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 has enabled us to improve the end-user experience through our portal, provide some new tools to technicians to manage tickets, and decreased our operating costs substantially.”

Challenges

  • Used ServiceNow for the following features:
    • Incidents
    • Requests
    • Change
    • Configurations
  • Left ServiceNow for the following reasons:
    • Price for value
    • Total cost of ownership
    • Ease of use
    • Ease of customization
    • Ease of configuration
    • Upgradability

Use Case

  • Uses Cherwell for the following:
    • Incidents
    • Requests
    • Problems
    • Changes
    • Configurations
    • Knowledge
  • Chose Cherwell for the following reasons:
    • Price for value
    • Total cost of ownership
    • Responsiveness
    • Licensing terms
    • Ease of use
    • Executive team
    • Alignment of expectations
    • Ease of customization
    • Ease of configuration
    • Upgradability
    • Quality of support

Results

  • Decreased licensing costs by 50% – 75% with Cherwell.
  • Decreased customization costs (i.e. adding a field into a form) by 25% – 49% with Cherwell.




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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