TechValidate Research on Cherwell Service Management


Cherwell Service Management Case Study

State & Local Government

Introduction

This case study of a state & local government is based on a January 2017 survey of Cherwell Service Management customers by TechValidate, a 3rd-party research service. The profiled organization asked to have their name blinded to protect their confidentiality.

“Using Cherwell has allowed us to extend our ITSM service capabilities much faster and cheaper than with our previous provider.”

Challenges

The business challenge that led the profiled organization 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 organization uses:

  • Replaced their previous ITSM tool for the following reasons:
    • They adopted a new ITSM process that required a new ITSM tool
    • The time and cost of upgrading the old ITSM tool was too high
    • Their old tool lacked flexibility

Results

The surveyed organization achieved the following results with Cherwell Service Management:

  • After switching to Cherwell Service Management they saved 25% on licensing costs compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they decreased the amount of time spent on customizations by 50% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they reduced the amount of resources spent on configurations by 25% 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 their IT productivity by 25% 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.


More Research on Cherwell Service Management