TechValidate Research on Cherwell Service Management


Cherwell Software IT Service Management Case Study

Federal Government

Introduction

This case study of a federal government is based on a February 2016 survey of Cherwell Software IT Service Management customers by TechValidate, a 3rd-party research service. The profiled organization 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.”

“Cost and the ease of making changes with Cherwell Service Management led us to switch from our previous tool.”

Challenges

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

  • Used HP Service Manager’s ITSM solution prior to Cherwell.
  • ITSM solutions evaluated in addition to Cherwell:
    • BMC Remedy
    • ServiceNow
    • CA Service Desk Manager
    • HP Service Manager
    • HEAT / FrontRange Solutions
    • LANDesk

Use Case

The key features and functionalities of Cherwell Software IT Service Management that the surveyed organization uses:

  • Chose Cherwell for the following product features:
    • Out of the box ITIL best practices
    • IT self-service portal
    • Reporting and dashboard capabilities
  • Chose Cherwell for the following factors:
    • Ease of configuration and customization
    • Flexible licensing model
    • Flexible hosting / deployment model
    • Relationship and culture
    • Ease of upgrade
    • Customer focus
    • Price for value
    • Ease of Integration with 3rd party solutions

Results

The surveyed organization achieved the following results with Cherwell Software IT Service Management:

  • Reduced their administrative burden by 50-74% with Cherwell Service Management.
  • Reduced time spent on configurations and customizations by 25-49% 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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