TechValidate Research on Cherwell Service Management

Case Study: Fortune 500 Insurance Company


This case study of a Fortune 500 insurance company is based on a March 2016 survey of Cherwell Software IT Service Management customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“We were able to implement Cherwell Service Management in less time than our previous ITSM solution.”

“Our last version upgrade of Cherwell Service Management took less time than the last version upgrade of our previous ITSM solution.”

“Moving to Cherwell has allowed us to revisit, streamline, and standardize our ITSM processes. As a result of mergers and acquisitions, we are able to use different solutions for some ITIL processes. The move to Cherwell has allowed us to re-focus as an organization and ensure that we build out the processes based on best practices across our organization.”


  • Used HP Service Manager’s ITSM solution prior to Cherwell.
  • ITSM solutions evaluated in addition to Cherwell:
    • ServiceNow
    • CA Service Desk Manager
    • HP Service Manager

Use Case

  • Chose Cherwell for the following product features:
    • IT self-service portal
    • Reporting and dashboard capabilities
    • Mobile app for IOS and Android
    • Service integration and management
  • Chose Cherwell for the following factors:
    • Ease of configuration and customization
    • Flexible licensing model
    • Price for value
    • Ease of Integration with 3rd party solutions


  • Reduced their administrative burden by 10-24% with Cherwell Service Management.
  • Reduced time spent on configurations and customizations by 10-24% with 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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