TechValidate Research on Cherwell Service Management

Cherwell ITSM Case Study

Medium Enterprise Banking Company


This case study of a Medium Enterprise Banking Company is based on a June 2019 survey of Cherwell ITSM customers by TechValidate, a 3rd-party research service.

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

“Our team can now focus on supporting our internal customers beyond executing mindless tasks in our previous ITSM tool.”


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

Needed an ITSM solution that could flex and scale. Prior to Cherwell, they were using LANDESK Service Desk, which was difficult to use and unable to support the expanding needs of the team.

Use Case

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

  • Evaluated the following solutions in addition to Cherwell.
    • HEAT/Frontrange Software/Avanti
    • Jira Service Desk
    • ServiceNow
    • Samanage
  • Chose Cherwell for the following features:
    • One-Step Workflow Automation
    • Service Integration and Management
    • Codeless Architecture
    • Ease of Configuration and Customization
    • Concurrent Licensing Model
    • Flexible Hosting/Deployment Model
    • Ease of Upgrade
    • Customer-Focus
    • Price for Value
    • Ease of Integration with 3rd-Party Solutions


The surveyed company achieved the following results with Cherwell ITSM:

  • Cherwell’s ITSM solution has reduced time on configuration and customization by over 75%.

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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