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 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 has given us a far more agile solution able to adapt and cope with strategic changes.”

What third-party solutions/products have you integrated with Cherwell Service Management?
“BMC ITSM.”

Challenges

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:
    • Symantec ServiceDesk 7.1
  • Primary reasons for replacing the previous ITSM tool with Cherwell Service Management:
    • There were high maintenance costs
    • There were high administrative costs
    • Their previous ITSM solution was too customized to work properly
    • Their previous ITSM solution was too customized to upgrade versions
  • Organizational impact of not getting the desired results from the previous ITSM solution:
    • An inability to move at the pace the organization required
    • Low IT employee satisfaction
    • Extremely slow – simple ticket actions took over 1 minute

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
    • Ease of upgrade

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 50% after using Cherwell Service Management.
  • Compared to their previous ITSM solution, the company saved 90% 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 60% after using Cherwell Service Management.
  • Since replacing their previous ITSM solution, the company improved IT customer satisfaction by 20% 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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