TechValidate Research on Cherwell Service Management

Cherwell ITSM Case Study

Foundations Gain Newfound Flexibility with Cherwell ITSM


This case study of a Health Foundation is based on a June 2019 survey of Cherwell ITSM customers by TechValidate, a 3rd-party research service.

“Moving to Cherwell has afforded us time and cost savings. Our previous solution had poor support, was out-dated, and lacked flexibility.”


A Health Foundation was led to evaluate and ultimately selected Cherwell ITSM because of various business challenges. They needed an ITSM solution that could flex, scale, and support the growing needs of their organization. HP OpenView, their solution prior to Cherwell, was unable to support these expanding needs and was very outdated, making it difficult to use overall.

Use Case

*Prior to selection Cherwell, a Health Foundation evaluated the following solution(s):

  • ServiceNow
  • They chose Cherwell ITSM for its following key features and functionalities:
    • Out-of-the-Box ITIL Best Practices
    • IT Self-Service Portal
    • Mergeable Applications (mApp Solutions)
    • One-Step Workflow Automation
    • Service Integration and Management
    • Ease of Configuration and Customization
  • Results

    To-date, a Health Foundatino has achieved the following results with Cherwell ITSM:

    • Reduced administrative burden by an estimated 50-74%.
      **This reduction in administrative burden is attributed to:
      • One-Step Automated Workflows to automate common functions
      • Codeless Architecture to customize and configure the platform
      • mApp solutions to assist in making tough jobs easier
    • Reduced time on configuration and customization by an estimated 50-74%.

    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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