TechValidate Research on Cherwell Service Management

Cherwell Service Management Case Study

Medium Enterprise Insurance Company


This case study of a medium enterprise insurance company is based on an August 2016 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 Service Management has facilitated processes and monitoring for our organization.”


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

  • Used the following method and resource to meet organizational needs and requirements outside of IT service management prior to implementing Cherwell:
    • C2 Innovations
  • Experienced the following challenge when using alternative resources (email, spreadsheets, open source solutions, etc.) to meet organizational needs and requirements:
    • Application integration challenges

Use Case

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

  • Agrees that Cherwell Service Management was easy to configure and customize outside of IT.
  • Agrees that upgrades were easy after configuring and customizing Cherwell Service Management to automate workflows and processes outside of IT service management.


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

  • Primary benefits of using Cherwell Service Management to automate processes outside of IT:
    • Improved IT customer satisfaction
    • Increased productivity
    • Improved interoperability
  • Finds the use of Cherwell Service Management to have a moderate ROI impact on automating workflows and processes outside of IT.

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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