TechValidate Research on Cherwell Service Management


Cherwell Service Management Case Study

Medium Enterprise Industrial Manufacturing Company

Introduction

This case study of a medium enterprise industrial manufacturing company is based on a January 2017 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.

“The clients in the field don’t really notice the change other than e-mails appear different. IT personnel spend much less time searching and navigating in Cherwell versus our prior software.”

Challenges

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

  • Used Service Desk Express prior to Cherwell.

Use Case

The key feature and functionality of Cherwell Service Management that the surveyed company uses:

  • Replaced their previous ITSM tool for the following reason:
    • Old tool was old and not very user-friendly

Results

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

  • After switching to Cherwell Service Management, they decreased the amount of time spent on customizations by 75% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they reduced the amount of resources spent on third-party integrations by 33% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they reduced the amount of resources spent on configurations by 80% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management they saved 50% of the resources used for preparing for and implementing an upgrade compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they improved their IT productivity by 20% compared to their previous ITSM solution.




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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