TechValidate Research on Cherwell Service Management

Cherwell Service Management Case Study

Small Business Computer Services Company


This case study of a small business computer services company is based on an October 2017 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 significantly improved efficiency, extended the range of automated features and our ability to comply with ITIL principles, and delivered improved customer satisfaction particular through the range of options available through the portals.”


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

  • Used the following ITSM solution before switching to Cherwell Service Management:
    • Tesseract Service Centre
  • Primary reasons for replacing the previous ITSM tool with Cherwell Service Management:
    • Their previous ITSM solution was difficult to integrate with other applications
    • They needed to implement/improve processes
    • They needed to improve reporting
    • They needed to extend process automation into the business
    • previous product lacked full ITIL integration
  • Organizational impact of not getting the desired results from the previous ITSM solution:
    • High levels of labor intensity
    • An inability to move at the pace the organization required
    • Low IT customer satisfaction

Use Case

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

  • Chose Cherwell for the following factors:
    • Ease of configuration and customization
    • Flexible licensing model
    • Flexible hosting / deployment model
    • Customer focus
    • Price for value
    • Ease of Integration with 3rd party solutions


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

  • Since replacing their previous ITSM solution, the company improved IT productivity by 50% after using Cherwell Service Management.
  • Since replacing their previous ITSM solution, the company improved IT customer satisfaction by 50% after using 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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