TechValidate Research on Cherwell Service Management

Cherwell ITSM Case Study

Medium Enterprise Transportation Services Company


This case study of a medium enterprise transportation services company is based on a May 2019 survey of Cherwell ITSM customers by TechValidate, a 3rd-party research service.

“We currently use Cherwell for ITSM, HR, IT Change, and Pipeline Change. Future plans include HRSM mApps, Facilities, and adaptive design.

Cherwell has been highly adaptable to the organization’s specific needs. It provides more automation around HR onboarding and offboarding, and easier notifications and approvals for managing changes made to IT and pipeline infrastructure. Plus, our last version upgrade of Cherwell’s ITSM solution took less time than the last version upgrade of our previous ITSM solution.”


A medium enterprise transportation services company was using a less automated solution that limited IT’s ability to service other groups in the organization prior to implementing. They needed a solution that was automated, flexible, and would lower the Total Cost of Ownership (TCO). They also needed a solution that would help provide service beyond IT, and extend to other groups across the organization.

Use Case

  • A medium enterprise transportation services company chose Cherwell ITSM for its following key features and functionalities:
    • Out-of-the-Box ITIL Best Practices
    • IT Self-Service Portal
    • Reporting and Dashboard Capabilities
    • Configuration Management Database
    • Mergeable Applications (mApp Solutions)
    • One-Step Workflow Automation
    • Concurrent Licensing Model
    • Flexible Hosting/Deployment Model
    • Relationships and Culture
    • Ease of Upgrade


To-date, the this medium enterprise transportation services company has achieved the following results with Cherwell ITSM:

  • Reduced their administrative by implementing the following:
    • One-Step Automated Workflows to automate common functions
    • Codeless Architecture to customize and configure the platform
    • mApp solutions to assist in making tough jobs easier
    • Reporting and dashboards to better understand their organization

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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