TechValidate Research on Cherwell Service Management


Cherwell Software IT Service Management Case Study

Medium Enterprise Retail Company

Introduction

This case study of a medium enterprise retail company is based on a February 2016 survey of Cherwell Software IT Service Management customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“We needed a solution that could be used by all of the internal divisions within our department.”

“We were able to introduce a new process with little impact, leading to improved service perception.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Cherwell Software IT Service Management:

  • Used Zoho Manage Engine’s ITSM solution prior to Cherwell.
  • ITSM solution evaluated in addition to Cherwell:
    • ServiceNow

Use Case

The key features and functionalities of Cherwell Software IT Service Management that the surveyed company uses:

  • Chose Cherwell for the following product feature:
    • One-step actions

Results

The surveyed company achieved the following results with Cherwell Software IT Service Management:

  • Reduced their administrative burden by 10-24% with Cherwell Service Management.
  • Reduced time spent on configurations and customizations by < 10% with Cherwell Service Management.




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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