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TechValidate Research on Cherwell Service Management


Cherwell Service Management Case Study

Large Enterprise Health Care Company

Introduction

This case study of a large enterprise health care company is based on a January 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.

“We are now in our third year with Cherwell and are planning our next big upgrade. We were able to move from 4.6 to 5.11 with only a few issues. We are hopeful that the 8.2 upgrade goes just as smoothly. Each previous system lasted about 2 years before we had to call in Professional Service to do the next upgrade and basically start from scratch each time. Now our tool supports our processes instead of our processes being designed around the tool. The rapid development of new functionality is a big win for our customers.”

Challenges

The business challenge that led the profiled company 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 company uses:

  • Replaced their previous ITSM tool for the following reasons:
    • Their ITSM tool was too customized to work properly or to upgrade
    • The time and cost of upgrading the old ITSM tool was too high
    • They were dissatisfied with their old vendor support and/or relationship

Results

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

  • After switching to Cherwell Service Management they saved 60% 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 80% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they reduced the amount of resources spent on third-party integrations by 80% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they reduced the amount of resources spent on configurations by 60% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management they saved 50% of the resources used for preparing for and implementing an upgrade 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.


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