TechValidate Research on Cherwell Service Management


Cherwell Software IT Service Management Case Study

Small Business Telecommunications Services Company

Introduction

This case study of a small business telecommunications services company is based on a February 2016 survey of Cherwell Software IT Service Management customers by TechValidate, a 3rd-party research service. The profiled company 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.”

“Customised reporting and searches allow better understanding of the data to enable smarter decisions to be made in realtime.”

Challenges

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

  • Used Infra’s ITSM solution prior to Cherwell.

Use Case

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

  • Chose Cherwell for the following product features:
    • Reporting and dashboard capabilities
    • Configuration management database
    • Mobile app for IOS and Android
    • Service integration and management
  • Chose Cherwell for the following factor:
    • Ease of configuration and customization

Results

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

  • Reduced their administrative burden by 10-24% with Cherwell Service Management.
  • Reduced time spent on configurations and customizations by < 10% 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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