TechValidate Research on Cherwell Service Management

Cherwell ITSM Case Study

A Medium Enterprise Computer Software Company Gains New Efficiencies and Improves the Customer Experience with Cherwell


This case study of A medium enterprise computer software company is based on a June 2019 survey of Cherwell ITSM customers by TechValidate, a 3rd-party research service.

“Merging four helpdesk systems, globalizing our business, and gaining new efficiencies will not only help [our company] look more professional but provide better customer service. Using Cherwell for external customer support will mean we can focus on supporting our customers, rather than fighting with our current tools to keep up.”


A medium enterprise computer software company was led to evaluate and ultimately select Cherwell ITSM because of various challenges facing the business. Prior to Cherwell, they were operating manually, using hand-written notes to for much of their service delivery. They needed a solution that could help them merge their multiple, manual helpdesk setups, support the globalization of their business, automate existing processes, and provide superior customer support.

Use Case

  • Prior to selecting Cherwell, a medium enterprise computer software company evaluated the following solution(s):
    • BMC Remedy
    • Custom-Developed/Homegrown Solution
    • Marval, NetHelpDesk, Sunrise, Sysaid
  • They chose Cherwell ITSM for its following key features and functionalities:
    • Out-of-the-Box ITIL Best Practices
    • Reporting and Dashboard Capabilities
    • Mergeable Applications (mApp Solutions)
    • One-Step Workflow Automation
    • Service Integration and Management
    • Trusted Agent
    • Codeless Architecture
    • Ease of Configuration and Customization
    • Concurrent Licensing Model
    • Flexible Hosting/Deployment Model
    • Relationships and Culture
    • Ease of Upgrade
    • Customer-Focus
    • Ease of Integration with 3rd-Party Solutions


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

  • Reduced administrative burden by an estimated 50-74%.
  • The reduction in administrative burden can be attributed to the following:
    • One-Step Automated Workflows to automate common functions
    • Codeless Architecture to customize and configure the platform
    • API and REST functions to integrate with existing systems
    • 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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