TechValidate Research on Cherwell Service Management

Cherwell ITSM Case Study

An Educational Institution Transforms Service Delivery with Help from Cherwell


This case study of an educational institution is based on a June 2019 survey of Cherwell ITSM customers by TechValidate, a 3rd-party research service.

“We had made some major missteps when we implemented our last iteration of ITSM. Once deployed, we were unable to make adjustments to correct those problems because the platform was cumbersome and the vendor was completely disengaged. Eventually, the lack of functionality and mounting support costs led us to seek alternatives.

With Cherwell, IT has now become a center of excellence inside our organization for service workflow and delivery. We are being sought out to help others transform their operations by deploying Cherwell within their departments."


The IT Department at this educational institution was facing various challenges prior to implementing Cherwell. Their previous solution, BMC Remedy, was inflexible, cumbersome, costly, and provided little support. They needed a solution that was flexible, easy-to-use, cost-efficient, and supportive – one that would help transform service delivery across the university.

Use Case

  • Prior to selecting Cherwell, an educational institution evaluated the following solution(s):
    • BMC Remedy
    • ServiceNow
    • Samanage
    • Team Dynamix
  • The educational institution chose Cherwell ITSM for its following key features and functionalities:
    • IT Self-Service Portal
    • Reporting and Dashboard Capabilities
    • Mergeable Applications (mApp Solutions)
    • One-Step Workflow Automation
    • Trusted Agent
    • Codeless Architecture
    • Ease of Configuration and Customization
    • Concurrent Licensing Model
    • Flexible Hosting/Deployment Model
    • Relationships and Culture
    • Ease of Upgrade
    • Customer-Focus
    • Price for Value
    • Ease of Integration with 3rd-Party Solutions


To-date, the IT Team at this educational institution has achieved the following results with Cherwell ITSM:

  • Reduced administrative burden by 25-49%.
  • 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
  • Reduced time on configuration and customization by 50-74%.

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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