TechValidate Research on Cherwell Service Management

95 Case Studies – Page 2 of 4


Cherwell Software IT Service Management Case Study

State & Local Government

Introduction

This case study of a state & local 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.”

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
    • BMC (FootPrints)
    • ServiceNow
    • CA Service Desk Manager
    • HP Service Manager
    • HEAT / FrontRange Solutions

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
    • Configuration management database
    • One-step actions
    • Mobile app for IOS and Android
  • Chose Cherwell for the following factors:
    • Ease of configuration and customization
    • Flexible licensing model
    • Flexible hosting / deployment model
    • Ease of upgrade
    • 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 > 75% with Cherwell Service Management.
  • Reduced time spent on configurations and customizations by > 75% with Cherwell Service Management.

Cherwell Software IT Service Management Case Study

State & Local Government

Introduction

This case study of a state & local government is based on a March 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.”

“Cherwell Service Management has allowed us to focus on the data produced from using the tool, rather than how to use the tool. CSM provided the means and flexibility to still do things “the way we do” without having to conform to limitations of the tool implemented."

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
    • HP Service Manager

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:
    • IT self-service portal
    • Reporting and dashboard capabilities
    • Mergeable applications (mApp Solutions)
    • One-step actions
  • Chose Cherwell for the following factors:
    • Ease of configuration and customization
    • Flexible licensing model
    • Flexible hosting / deployment model
    • Relationship and culture
    • Ease of upgrade
    • Price for value

Results

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

  • Reduced time spent on configurations and customizations by 50-74% with Cherwell Service Management.

Cherwell Software IT Service Management Case Study

State & Local Government

Introduction

This case study of a state & local government is based on a March 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.”

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:
    • ServiceNow
    • HP Service Manager

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
    • Configuration management database
    • One-step actions
    • Service integration and management
  • Chose Cherwell for the following factors:
    • Ease of configuration and customization
    • Flexible licensing model
    • Flexible hosting / deployment model
    • Customer focus
    • Price for value

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 50-74% with Cherwell Service Management.

Cherwell Service Management Case Study

Small Business Health Care Company

Introduction

This case study of a small business health care 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.

“Cherwell Service Management allows us to build work load management systems outside the traditional IT processes.”

Challenges

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

  • Used HP Service Manager prior to Cherwell.

Use Case

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

  • Replaced their previous ITSM tool for the following reasons:
    • Enterprise service management required a new tool
    • Their old tool failed to deliver the expected benefits
    • Their old tool lacked flexibility

Results

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

  • After switching to Cherwell Service Management they saved 50% on licensing costs compared to their previous ITSM solution.
  • 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 30% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they reduced the amount of resources spent on configurations by 50% 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 35% compared to their previous ITSM solution.

Cherwell Service Management Case Study

Medium Enterprise Health Care Company

Introduction

This case study of a medium enterprise health care 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.

“Cherwell Service Management allowed us to implement Incident management very quickly at our remote sites across 4 states with different customer bases.”

Challenges

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

  • Used HP Service Manager 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:
    • The time and cost of upgrading the old ITSM tool was too high

Results

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

  • After switching to Cherwell Service Management they saved 50% on licensing costs compared to their previous ITSM solution.
  • 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 configurations by 75% 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 70% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they improved customer satisfaction by 70% compared to their previous ITSM solution.

Cherwell Service Management Case Study

Large Enterprise Financial Services Company

Introduction

This case study of a large enterprise financial services 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.

“We have one tool now, as opposed to dozens. With that comes a decrease in productivity and some sub-optimization at granular levels but we expect productivity to increase as the tool gets used and we are getting enterprise-wide data we didn’t have before.”

Challenges

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

  • Used HP Service Manager prior to Cherwell.

Use Case

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

  • Replaced their previous ITSM tool for the following reasons:
    • They adopted a new ITSM process that required a new ITSM tool
    • The time and cost of upgrading the old ITSM tool was too high
    • Their old tool failed to deliver the expected benefits

Results

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

  • After switching to Cherwell Service Management they saved 75% 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 customer satisfaction by 25% compared to their previous ITSM solution.

Cherwell Service Management Case Study

Large Enterprise Health Care Company

Introduction

This case study of a large enterprise health care 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.

“Cherwell has been very well received. The user interface is much better than the previous ITSM solution.”

Challenges

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

  • Used HP Service Manager prior to Cherwell.

Use Case

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

  • Replaced their previous ITSM tool for the following reasons:
    • Their old tool failed to deliver the expected benefits
    • Their old tool lacked flexibility
    • They were dissatisfied with their old vendor support and/or relationship

Results

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

  • After switching to Cherwell Service Management they saved 20% on licensing costs compared to their previous ITSM solution.
  • 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 50% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management they saved 75% 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 25% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they improved customer satisfaction by 70% compared to their previous ITSM solution.

Cherwell Service Management Case Study

Large Enterprise Health Care Company

Introduction

This case study of a large enterprise health care 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.

“We are now in our third year with Cherwell and are planning our next big upgrade. We were able to move from 4.6 to 5.11 with only a few issues. We are hopeful that the 8.2 upgrade goes just as smoothly. Each previous system lasted about 2 years before we had to call in Professional Service to do the next upgrade and basically start from scratch each time. Now our tool supports our processes instead of our processes being designed around the tool. The rapid development of new functionality is a big win for our customers.”

Challenges

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

  • Used HP Service Manager prior to Cherwell.

Use Case

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

  • Replaced their previous ITSM tool for the following reasons:
    • Their ITSM tool was too customized to work properly or to upgrade
    • The time and cost of upgrading the old ITSM tool was too high
    • They were dissatisfied with their old vendor support and/or relationship

Results

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

  • After switching to Cherwell Service Management they saved 60% on licensing costs compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they decreased the amount of time spent on customizations by 80% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they reduced the amount of resources spent on third-party integrations by 80% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they reduced the amount of resources spent on configurations by 60% 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.

Cherwell Service Management Case Study

S&P 500 Electronics Company

Introduction

This case study of an S&P 500 electronics 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.

“It was much easier to educate people on how to use Cherwell Service Management than our previous solution and the Change Management process takes less time to create and follow.”

Challenges

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

  • Used HP Service Manager 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:
    • The time and cost of upgrading the old ITSM tool was too high

Results

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

  • After switching to Cherwell Service Management they saved 30% on licensing costs compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they decreased the amount of time spent on customizations by 50% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they reduced the number of resources spent on third-party integrations by 100% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they reduced the number of resources spent on configurations by 30% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management they saved 80% 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 40% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they improved customer satisfaction by 80% compared to their previous ITSM solution.

Cherwell Service Management Case Study

Large Enterprise Construction Company

Introduction

This case study of a large enterprise construction 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.

“Cherwell Service Management allows IT to do their job effectively which, in turn, raises customer satisfaction. Cherwell has been universally embraced by all our IT staff. We find this leads to quick resolution and better attention to tickets and projects.”

Challenges

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

  • Used HP Service Manager prior to Cherwell.

Use Case

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

  • Replaced their previous ITSM tool for the following reasons:
    • The time and cost of upgrading the old ITSM tool was too high
    • Their old tool failed to deliver the expected benefits
    • Their old tool lacked flexibility
    • They were dissatisfied with their old vendor support and/or relationship

Results

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

  • After switching to Cherwell Service Management they saved 35% on licensing costs compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they reduced the amount of resources spent on configurations by 35% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management they saved 75% 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 customer satisfaction by 70% compared to their previous ITSM solution.

Cherwell Service Management Case Study

Fortune 500 Construction Company

Introduction

This case study of a fortune 500 construction 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.

“Cherwell has enabled my group to quickly respond to changing business needs and requirements with ease, increasing our adoption from business customers as well as IT service providers. We now have groups coming to our team to see if Cherwell can help in solving their business needs instead of looking for one off or developing custom solutions.”

Challenges

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

  • Used HP Service Manager prior to Cherwell.

Use Case

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

  • Replaced their previous ITSM tool for the following reasons:
    • Their ITSM tool was too customized to work properly or to upgrade
    • The time and cost of upgrading the old ITSM tool was too high
    • Their old tool failed to deliver the expected benefits
    • Their old tool lacked flexibility
    • They were dissatisfied with their old vendor support and/or relationship

Results

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

  • After switching to Cherwell Service Management they saved 80% on licensing costs compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they decreased the amount of time spent on customizations by 90% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they reduced the amount of resources spent on third-party integrations by 90% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they reduced the amount of resources spent on configurations by 70% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management they saved 90% 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 30% compared to their previous ITSM solution.
  • After switching to Cherwell Service Management, they improved customer satisfaction by 60% compared to their previous ITSM solution.

Cherwell Service Management Case Study

Large Enterprise Health Care Company

Introduction

This case study of a large enterprise health care company is based on an August 2016 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.

“We have improved customer satisfaction and helped several departments to become a real shared services department.”

“SCCM, Workday, Peoplesoft.”

“Money and time to implement.”

Challenges

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

  • Used the following methods and resources to meet organizational needs and requirements outside of IT service management prior to implementing Cherwell:
    • Email
    • Spreadsheets
    • Open source solutions
  • Experienced the following challenges when using alternative resources (email, spreadsheets, open source solutions, etc.) to meet organizational needs and requirements:
    • Administrative burdens
    • Data silos
    • Difficulty tracking and managing issues / requests

Use Case

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

  • Automates the following workflows with Cherwell:
    • Human resources
    • Training / certification
    • Clinical
  • Agrees that Cherwell Service Management was easy to configure and customize outside of IT.
  • Agrees that upgrades were easy after configuring and customizing Cherwell Service Management to automate workflows and processes outside of IT service.

Results

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

  • Primary benefits of using Cherwell Service Management to automate processes outside of IT:
    • Lowered costs
    • Lowered overhead
    • Improved visibility
    • Improved IT customer satisfaction
    • Increased productivity
  • Finds the use of Cherwell Service Management to have a significant ROI impact on automating workflows and processes outside of IT.

Cherwell Service Management Case Study

Large Enterprise Transportation Services Company

Introduction

This case study of a large enterprise transportation services company is based on an August 2016 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.

“Development skills and platform capability.”

Challenges

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

  • Used the following methods and resources to meet organizational needs and requirements outside of IT service management prior to implementing Cherwell:
    • Email
    • Spreadsheets
    • Homegrown solutions
  • Experienced the following challenges when using alternative resources (email, spreadsheets, open source solutions, etc.) to meet organizational needs and requirements:
    • Administrative burdens
    • Data silos
    • Difficulty tracking and managing issues / requests

Use Case

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

  • Automates the following workflows with Cherwell:
    • Facilities management
    • Field service
    • Fleet management
  • Agrees that Cherwell Service Management was easy to configure and customize outside of IT.
  • Agrees that upgrades were easy after configuring and customizing Cherwell Service Management to automate workflows and processes outside of IT service management.

Results

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

  • Primary benefits of using Cherwell Service Management to automate processes outside of IT:
    • Lowered costs
    • Lowered overhead
    • Improved visibility
  • Finds the use of Cherwell Service Management to have a moderate ROI impact on automating workflows and processes outside of IT.

Cherwell Service Management Case Study

Non-Profit

Introduction

This case study of a non-profit is based on an August 2016 survey of Cherwell Service Management customers by TechValidate, a 3rd-party research service. The profiled organization asked to have their name blinded to protect their confidentiality.

“Cherwell has given us the flexibility to handle several challenges.”

“Cost and flexibility.”

Challenges

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

  • Used the following methods and resources to meet organizational needs and requirements outside of IT service management prior to implementing Cherwell:
    • Email
    • Spreadsheets
    • Homegrown solutions
  • Experienced the following challenges when using alternative resources (email, spreadsheets, open source solutions, etc.) to meet organizational needs and requirements:
    • Administrative burdens
    • Data silos
    • Difficulty tracking and managing issues / requests

Use Case

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

  • Automates the following workflow with Cherwell:
    • Secret Santa Charity
  • Agrees that customizing Cherwell Service Management outside of IT was easy.
  • Agrees that Cherwell Service Management upgrades after customizing are easy.

Results

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

  • Primary benefits of using Cherwell Service Management to automate processes outside of IT:
    • Lowered costs
    • Improved visibility
    • Improved IT customer satisfaction
    • Increased productivity
  • Agrees that Cherwell Service Management had a significant ROI impact on automating workflows and processes outside of IT.

Cherwell Software IT Service Management Case Study

Large Enterprise Retail Company

Introduction

This case study of a large enterprise retail 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.”

“It was at end of life and was becoming pretty dated in comparison to the products currently being offered.”

Challenges

The business challenges that led the profiled company 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:
    • ServiceNow
    • HP Service Manager

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:
    • Out of the box ITIL best practices
    • IT self-service portal
    • Reporting and dashboard capabilities
    • Mergeable applications (mApp Solutions)
    • One-step actions
    • Service integration and management
    • Trusted agents
  • Chose Cherwell for the following factors:
    • Ease of upgrade

Results

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

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

Cherwell Service Management Case Study

Educational Institution

Introduction

This case study of a educational institution is based on an August 2016 survey of Cherwell Service Management customers by TechValidate, a 3rd-party research service. The profiled organization asked to have their name blinded to protect their confidentiality.

“Microsoft Lync. FM Systems, SCCM.”

“Ease of use, options, customizability, support, and licensing cost.”

“We have true visibility to our HR issues and trending.”

Challenges

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

  • Used the following methods and resources to meet organizational needs and requirements outside of IT service management prior to implementing Cherwell:
    • Email
    • Spreadsheets
    • Homegrown solutions
    • Fit-for-purpose / best of breed solutions
  • Experienced the following challenges when using alternative resources (email, spreadsheets, open source solutions, etc.) to meet organizational needs and requirements:
    • Administrative burdens
    • Data silos
    • Difficulty tracking and managing issues / requests

Use Case

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

  • Automates the following workflows with Cherwell:
    • Human resources
    • Customer service
    • Procurement
  • Agrees that customizing Cherwell Service Management outside of IT was somewhat easy.
  • Agrees that Cherwell Service Management upgrades after customizing are easy.

Results

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

  • Primary benefits of using Cherwell Service Management to automate processes outside of IT:
    • Lowered costs
    • Improved visibility
    • Improved IT customer satisfaction
    • Increased productivity
    • Improved interoperability
    • Can go to one place for all requests (IT related or not)
  • Cherwell Service Management had a marginal ROI impact on automating workflows and processes outside of IT.

Cherwell Software IT Service Management Case Study

Medium Enterprise Health Care Company

Introduction

This case study of a medium enterprise health care 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.

“Our last version upgrade of Cherwell Service Management took less time than the last version upgrade of our previous ITSM solution.”

“Needed better visibility and better alignment with ITIL.”

Challenges

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

  • Used Web HelpDesk’s ITSM solution prior to Cherwell.
  • ITSM solutions evaluated in addition to Cherwell:
    • BMC Remedy
    • BMC (FootPrints)
    • ServiceNow
    • HEAT / FrontRange Solutions

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:
    • 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 hosting / deployment model
    • Customer focus
    • Price for value

Results

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

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

Cherwell Software IT Service Management Case Study

S&P 500 Pharmaceuticals Company

Introduction

This case study of an S&P 500 pharmaceuticals 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.”

“Still under implementation, but I can already see the positive sides Cherwell will bring. We will be able to automate about 25% of our Service Desk workload.”

Challenges

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

  • Used BMC SDE (Service Desk Express)’s ITSM solution prior to Cherwell.
  • ITSM solutions evaluated in addition to Cherwell:
    • ServiceNow
    • LANDesk
    • MS Solution

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:
    • Out of the box ITIL best practices
    • IT self-service portal
    • Configuration management database
    • One-step actions
    • Service integration and management
  • Chose Cherwell for the following factors:
    • Ease of configuration and customization
    • Flexible licensing model
    • Flexible hosting / deployment model
    • Ease of upgrade
    • Price for value
    • Ease of Integration with 3rd party solutions

Results

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

  • Reduced their administrative burden by 10-24% with Cherwell Service Management.

Cherwell Service Management Case Study

Medium Enterprise Pharmaceuticals Company

Introduction

This case study of a medium enterprise pharmaceuticals company is based on an August 2016 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.

Challenges

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

  • Used the following methods and resources to meet organizational needs and requirements outside of IT service management prior to implementing Cherwell:
    • Homegrown solutions
    • Fit-for-purpose / best of breed solutions
  • Experienced the following challenge when using alternative resources (email, spreadsheets, open source solutions, etc.) to meet organizational needs and requirements:
    • Administrative burdens

Use Case

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

  • Agrees that customizing Cherwell Service Management outside of IT is somewhat easy.
  • Agrees that Cherwell Service Management upgrades after customizing are easy.

Results

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

  • Primary benefit of using Cherwell Service Management to automate processes outside of IT:
    • Can go to one place for all requests (IT related or not)

Cherwell Service Management Case Study

State & Local Government

Introduction

This case study of a state & local government is based on an August 2016 survey of Cherwell Service Management customers by TechValidate, a 3rd-party research service.

“We have integrated Bomgar Remote Control, Lansweeper, and Skype for Business with Cherwell Service Management.”

“The licensing model is the best model compared to other solutions. The product itself is flexible so each license really opened the door to a whole world of options and functionality, as opposed an equal or greater cost to implement a rigid system that could not be tweaked to fit the business needs and if it could, it would be detrimental to the system in terms of upgrades and support, whereas CSM and Cherwell Software are built around the customizable platform and supporting it. Plus, there was less overhead to implement a system that we already had, had an in-house administrator and SME on.”

“CSM changed what used to be 50-75% of someone’s job and reduced it 10-20%, which freed them up to be more valuable to the organization. It made the process it automated more transparent and made record management exponentially simpler.”

Challenges

  • Used the following methods and resources to meet organizational needs and requirements outside of IT service management prior to implementing Cherwell:
    • Email
    • Spreadsheets
    • Homegrown solutions
    • Fit-for-purpose / best of breed solutions
  • Experienced the following challenges when using alternative resources (email, spreadsheets, open source solutions, etc.) to meet organizational needs and requirements:
    • Administrative burdens
    • Data silos
    • Expensive licensing costs
    • Application integration challenges
    • Difficulty tracking and managing issues / requests

Use Case

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

  • Automates the following workflows with Cherwell:
    • Collaborative Task Management (for action items from our City Council)
  • Customizing Cherwell Service Management outside of IT was: Easy
  • Cherwell Service Management upgrades after customizing are: Very Easy

Results

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

  • Primary benefits of using Cherwell Service Management to automate processes outside of IT:
    • Lowered overhead
    • Improved visibility
    • Increased productivity
  • Cherwell Service Management ROI impact on automating workflows and processes outside of IT: Significant

Cherwell Service Management Case Study

State & Local Government

Introduction

This case study of a state & local government is based on an August 2016 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.

“We have integrated EMPR (billing software), Windows task scheduler, and IIS which outputs reports to a webpage on a schedule with Cherwell Service Management.”

“We have so much demand outside of IT, it has stressed out our Cherwell administrators!”

Challenges

  • Used the following methods and resources to meet organizational needs and requirements outside of IT service management prior to implementing Cherwell:
    • Email
    • Spreadsheets
  • Experienced the following challenge when using alternative resources (email, spreadsheets, open source solutions, etc.) to meet organizational needs and requirements:
    • Data silos

Use Case

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

  • Automates the following workflows with Cherwell:
    • Human resources
    • Facilities management
    • Customer service
  • Customizing Cherwell Service Management outside of IT was: Easy
  • Cherwell Service Management upgrades after customizing are: Partially Easy

Results

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

  • Primary benefits of using Cherwell Service Management to automate processes outside of IT:
    • Lowered costs
    • Lowered overhead
    • Improved IT customer satisfaction
    • Can go to one place for all requests (IT related or not)
  • Cherwell Service Management ROI impact on automating workflows and processes outside of IT: Significant

Cherwell Service Management Case Study

Educational Institution

Introduction

This case study of an educational institution is based on an August 2016 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.

“We have integrated Sungard, AD, and SCCM with Cherwell Service Management.”

“We already have Cherwell and it is easy to develop other uses quickly.”

“We are now able to report on things we never could before.”

Challenges

  • Used the following methods and resources to meet organizational needs and requirements outside of IT service management prior to implementing Cherwell:
    • Email
    • Spreadsheets
    • Fit-for-purpose / best of breed solutions
  • Experienced the following challenges when using alternative resources (email, spreadsheets, open source solutions, etc.) to meet organizational needs and requirements:
    • Data silos
    • Communications between departments

Use Case

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

  • Automates the following workflows with Cherwell:
    • Facilities management
    • Customer service
    • Field service
    • Training / certification
    • Nutrition services, building access
  • Customizing Cherwell Service Management outside of IT was: Very Easy
  • Cherwell Service Management upgrades after customizing are: Very Easy

Results

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

  • Primary benefits of using Cherwell Service Management to automate processes outside of IT:
    • Lowered costs
    • Improved IT customer satisfaction
    • Increased productivity
    • Improved interoperability
  • Cherwell Service Management ROI impact on automating workflows and processes outside of IT: Moderate

Cherwell Service Management Case Study

Medium Enterprise Environmental Services & Equipment Company

Introduction

This case study of a medium enterprise environmental services & equipment company is based on an August 2016 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.

“We have integrated Bomgar with Cherwell Service Management.”

“Cherwell is something we already have licensed, and it’s versatile, so why not use it to our advantage as much as possible in areas that we can.”

“Cherwell Service Management has made specific processes for our other groups much easier.”

Challenges

  • Used the following method and resource to meet organizational needs and requirements outside of IT service management prior to implementing Cherwell:
    • Homegrown solutions
  • Experienced the following challenge when using alternative resources (email, spreadsheets, open source solutions, etc.) to meet organizational needs and requirements:
    • Application integration challenges

Use Case

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

  • Automates the following workflows with Cherwell:
    • Facilities management
    • Safety
  • Customizing Cherwell Service Management outside of IT was: Very Easy
  • Cherwell Service Management upgrades after customizing are: Very Easy

Results

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

  • Primary benefits of using Cherwell Service Management to automate processes outside of IT:
    • Lowered costs
    • Lowered overhead
    • Improved visibility
    • Improved IT morale
    • Improved IT customer satisfaction
    • Increased productivity
    • Improved interoperability
    • Can go to one place for all requests (IT related or not)
  • Cherwell Service Management ROI impact on automating workflows and processes outside of IT: Significant

Cherwell Service Management Case Study

Large Enterprise Health Care Company

Introduction

This case study of a large enterprise health care company is based on an August 2016 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.

“We integrated Cherwell Service Management with Lawson HR.”

“We chose to use Cherwell Service Management to automate processes outside of IT because of the ability to design for our specific needs without adding cost.”

“Use of Cherwell to manage workflow for one hospital’s facility’s maintenance tasks was a requirement for bringing their entire help desk into Cherwell.”

Challenges

  • Used the following methods and resources to meet organizational needs and requirements outside of IT service management prior to implementing Cherwell:
    • Email
    • Spreadsheets
    • Homegrown solutions
  • Experienced the following challenges when using alternative resources (email, spreadsheets, open source solutions, etc.) to meet organizational needs and requirements:
    • Administrative burdens
    • Data silos
    • Application integration challenges
    • Difficulty tracking and managing issues / requests

Use Case

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

  • Automates the following workflows with Cherwell:
    • Facilities management
    • Access Management, Leave Requests, On-Call, Patch Management
  • Customizing Cherwell Service Management outside of IT was: Partially Easy
  • Cherwell Service Management upgrades after customizing are: Very Easy

Results

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

  • Primary benefits of using Cherwell Service Management to automate processes outside of IT:
    • Lowered costs
    • Lowered overhead
    • Improved visibility
    • Improved IT morale
    • Increased productivity
    • Improved interoperability
    • Can go to one place for all requests (IT related or not)
  • Cherwell Service Management ROI impact on automating workflows and processes outside of IT: Moderate

Cherwell Service Management Case Study

Educational Institution

Introduction

This case study of an educational institution is based on an August 2016 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.

“We chose to use Cherwell Service Management to customize automations outside of IT because of the cost and quality of software.”

“We now have measurable results from our human resources group.”

Challenges

  • Used the following method and resource to meet organizational needs and requirements outside of IT service management prior to implementing Cherwell:
    • Email
  • Experienced the following challenges when using alternative resources (email, spreadsheets, open source solutions, etc.) to meet organizational needs and requirements:
    • Administrative burdens
    • Data silos
    • Difficulty tracking and managing issues / requests

Use Case

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

  • Automates the following workflows with Cherwell:
    • Human resources
    • Customer service
    • Field service
  • Customizing Cherwell Service Management outside of IT was: Easy
  • Cherwell Service Management upgrades after customizing are: Very Easy

Results

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

  • Primary benefits of using Cherwell Service Management to automate processes outside of IT:
    • Lowered overhead
    • Increased productivity
    • Improved interoperability
  • Cherwell Service Management ROI impact on automating workflows and processes outside of IT: Significant

Cherwell Service Management Case Study

Fortune 500 Professional Services Company

Introduction

This case study of a Fortune 500 professional services company is based on an August 2016 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.

“We have integrated Flexera, Workday, and RTSM with Cherwell Service Management.”

“Cherwell offers local, great support.”

“Outside of IT, we were able to create a common interface available to all.”

Challenges

  • Used the following methods and resources to meet organizational needs and requirements outside of IT service management prior to implementing Cherwell:
    • Email
    • Open source solutions
    • Homegrown solutions
  • Experienced the following challenges when using alternative resources (email, spreadsheets, open source solutions, etc.) to meet organizational needs and requirements:
    • Data silos
    • Application integration challenges
    • Difficulty tracking and managing issues / requests

Use Case

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

  • Automates the following workflows with Cherwell:
    • Customer service
    • Field service
  • Customizing Cherwell Service Management outside of IT was: Easy
  • Cherwell Service Management upgrades after customizing are: Easy

Results

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

  • Primary benefits of using Cherwell Service Management to automate processes outside of IT:
    • Improved visibility
    • Improved IT customer satisfaction
    • Can go to one place for all requests (IT related or not)
  • Cherwell Service Management ROI impact on automating workflows and processes outside of IT: Significant

Cherwell Service Management Case Study

Educational Institution

Introduction

This case study of a educational institution is based on an August 2016 survey of Cherwell Service Management customers by TechValidate, a 3rd-party research service. The profiled organization asked to have their name blinded to protect their confidentiality.

“We have integrated Skype for Business, Active Directory, and SCCM with Cherwell Service Management.”

Challenges

  • Used the following methods and resources to meet organizational needs and requirements outside of IT service management prior to implementing Cherwell:
    • Email
    • Spreadsheets
    • Fit-for-purpose / best of breed solutions
  • Experienced the following challenges when using alternative resources (email, spreadsheets, open source solutions, etc.) to meet organizational needs and requirements:
    • Administrative burdens
    • Data silos
    • Application integration challenges
    • Difficulty tracking and managing issues / requests

Use Case

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

  • Customizing Cherwell Service Management outside of IT was: partially easy
  • Cherwell Service Management upgrades after customizing are: partially easy

Results

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

  • Primary benefit of using Cherwell Service Management to automate processes outside of IT:
    • Can go to one place for all requests (IT related or not)
  • Cherwell Service Management ROI impact on automating workflows and processes outside of IT: minimal

Cherwell Service Management Case Study

Non Profit

Introduction

This case study of a non-profit is based on an August 2016 survey of Cherwell Service Management customers by TechValidate, a 3rd-party research service. The profiled organization asked to have their name blinded to protect their confidentiality.

Challenges

  • Used the following methods and resources to meet organizational needs and requirements outside of IT service management prior to implementing Cherwell:
    • Email
    • Spreadsheets
  • Experienced the following challenges when using alternative resources (email, spreadsheets, open source solutions, etc.) to meet organizational needs and requirements:
    • Administrative burdens
    • Application integration challenges
    • Difficulty tracking and managing issues / requests

Use Case

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

  • Customizing Cherwell Service Management outside of IT was: Easy
  • Cherwell Service Management upgrades after customizing are: Easy

Results

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

  • Primary benefits of using Cherwell Service Management to automate processes outside of IT:
    • Lowered costs
    • Improved visibility
    • Improved IT customer satisfaction
    • Increased productivity
  • Cherwell Service Management ROI impact on automating workflows and processes outside of IT: moderate

Cherwell Service Management Case Study

Large Enterprise Financial Services Company

Introduction

This case study of a large enterprise financial services company is based on an August 2016 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.

“Cherwell is the best solution for our needs.”

Challenges

  • Used the following methods and resources to meet organizational needs and requirements outside of IT service management prior to implementing Cherwell:
    • Email
    • Spreadsheets
    • Homegrown solutions
  • Experienced the following challenges when using alternative resources (email, spreadsheets, open source solutions, etc.) to meet organizational needs and requirements:
    • Administrative burdens
    • Application integration challenges
    • Difficulty tracking and managing issues / requests

Use Case

Automates the following workflows with Cherwell:

  • Human resources
  • Facilities management
  • Customer service
  • Legal
  • Procurement
  • Customizing Cherwell Service Management outside of IT was: very easy
  • Cherwell Service Management upgrades after customizing are: very easy

Results

Primary benefits of using Cherwell Service Management to automate processes outside of IT:

  • Lowered overhead
  • Improved visibility
  • Increased productivity
  • Can go to one place for all requests (IT related or not)

Cherwell Software IT Service Management Case Study

Medium Enterprise Energy & Utilities Company

Introduction

This case study of a medium enterprise energy & utilities company is based on a February 2016 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.

“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.”

“Our previous solution presented us with 3 major problems:
1. No clue of where tickets were going.
2. No clear picture of the request (whether it’s being assigned to anyone or what’s the progress on it)
3. Tough to differentiate the requests – is it an enhancement or service request/incident.”

“Our employees are really happy to have Cherwell. Now everything is organized, like processes, workflows for Approvals, etc.”

Challenges

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

  • Used BMC Track-IT!’s ITSM solution prior to Cherwell.
  • ITSM solutions evaluated in addition to Cherwell:
    • BMC Remedy
    • ServiceNow

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:
    • Out of the box ITIL best practices
    • IT self-service portal
    • Reporting and dashboard capabilities
    • Configuration management database
    • One-step actions
    • Service integration and management
  • Chose Cherwell for the following factors:
    • Ease of configuration and customization
    • Flexible licensing model
    • Flexible hosting / deployment model
    • Ease of upgrade
    • Customer focus

Results

The surveyed company 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 > 75% with Cherwell Service Management.



More Research on Cherwell Service Management