TechValidate Research on Cherwell Service Management


Cherwell Service Management Case Study

Small Business Computer Services Company

Introduction

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.

Challenges

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

  • Primary reason for replacing the previous ITSM tool with Cherwell Service Management:
    • Needed to implement/improve processes

Use Case

The key feature and functionality of Cherwell Service Management that the surveyed company uses:

  • Chose Cherwell for the following factor:
    • Ease of configuration and customization

Results

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

  • Compared to their previous ITSM solution, the company decreased the amount of time spent on configuration and customization by 5% after using Cherwell Service Management.
  • Compared to their previous ITSM solution, the company saved 10% of their resources used for preparing and implementing an upgrade after using Cherwell Service Management.
  • Since replacing their previous ITSM solution, the company improved IT productivity by 15% after using Cherwell Service Management.
  • Since replacing their previous ITSM solution, the company improved IT customer satisfaction by 15% 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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