TechValidate Research on Cherwell Service Management

95 Case Studies – Page 3 of 4


Cherwell Software IT Service Management Case Study

Fortune 500 Energy & Utilities Company

Introduction

This case study of a Fortune 500 energy & utilities 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.”

“Ease of use, updated look and feel, ITIL implementation”

“Well-accepted and recognized as our “source of truth” for change & configuration matters."

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:
    • BMC Track-IT!
    • 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
    • Configuration management database
    • One-step actions
    • Service integration and management
  • Chose Cherwell for the following factors:
    • Ease of configuration and customization
    • Relationship and culture
    • Ease of upgrade

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.

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 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.”

“Need for more status indicators in the portal. Increased features. Easier configuration. Tracking metrics. "

“It has allowed us to capture metrics that allow us to understand our level of effort by area. We have been able to use the system for better management of requests in IT and other departments. The Portal has provided increased end user satisfaction as they can see clear and immediate status updates on their incidents and requests.”

Challenges

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

  • Used Microsoft SCSM’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
    • Gartner
  • Chose Cherwell for the following factors:
    • Ease of configuration and customization
    • Ease of upgrade

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 25-49% with Cherwell Service Management.

Cherwell Software IT Service Management Case Study

Federal Government

Introduction

This case study of a federal 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.”

“Our prior HP Open View instance was heavily bespoked and out of vendor support. We were seeking a new toolset which would support our efficiency program as well as our shift left agenda and which was flexible and highly configurable.”

“Although we are still in the relatively early stages of live operations, the Cherwell tool provides a great user interface. It is more easily configured and supports better MI capabilities. The level of integration across service processes is particularly attractive.”

Challenges

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

  • Used HP Open View’s ITSM solution prior to Cherwell.
  • ITSM solutions evaluated in addition to Cherwell:
    • BMC Remedy
    • ServiceNow
    • HP Service Manager
    • LANDesk

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
    • Reporting and dashboard capabilities
    • Configuration management database
    • One-step actions
    • Service integration and management
    • Trusted agents
  • Chose Cherwell for the following factors:
    • Ease of configuration and customization
    • Flexible licensing model
    • Relationship and culture
    • Customer focus

Results

The surveyed organization 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 10-24% with Cherwell Service Management.

Cherwell Software IT Service Management Case Study

Educational Institution reduced their administrative burden by 25-49% with Cherwell Service Management.

Introduction

This case study of a educational institution 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.

“Cherwell Service Management konnte schneller als unsere bisherigen ITSM-Lösungen implementiert werden.”

“Kompliziert und teuer.”

“Gute Akzeptanz bei Usern.”

Challenges

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

  • Used Helpline’s ITSM solution prior to Cherwell.
  • ITSM solutions evaluated in addition to Cherwell:
    • ServiceNow
    • CA Service Desk 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
    • Service integration and management
  • Chose Cherwell for the following factors:
    • Ease of configuration and customization
    • Ease of upgrade
    • Customer focus

Results

The surveyed organization 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 10-24% with Cherwell Service Management.

Cherwell Software IT Service Management Case Study

Large Enterprise Pharmaceuticals Company reduced time spent on configurations and customizations by 10-24% with Cherwell Service Management.

Introduction

This case study of a large enterprise pharmaceuticals company is based on a March 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.

“Das letzte Versions-Upgrade von Cherwell Service Management nahm weniger Zeit in Anspruch als das letzte Versions-Upgrade unserer bisherigen ITSM-Lösung.”

“Ende des Supports des Herstellers.”

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:
    • BMC Remedy
    • ServiceNow
    • CA Service Desk Manager
    • LANDesk

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
    • 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
    • Price for value

Results

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

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

Cherwell Service Management Case Study

Medium Enterprise Media & Entertainment Company

Introduction

This case study of a medium enterprise media & entertainment 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.

“OTRS bietet wenig an, das ITSM-Prozesse unterstützt.”

“Wir haben kein Tool eingekauft. Wir haben Prozesse nach ISO 20000 definiert, danach das Tool ausgewählt und im Tool die Prozesse definiert. Das geht, aber es war sehr zeitaufwendig.”

Challenges

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

  • Used OTRS’s ITSM solution prior to Cherwell.
  • ITSM solutions evaluated in addition to Cherwell:
    • ServiceNow
    • Omnitracker
    • Wendia

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
    • Reporting and dashboard capabilities
    • Oberfläche des Rich Clients und des Portals
  • Chose Cherwell for the following factors:
    • Ease of configuration and customization
    • Price for value

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 10-24% with Cherwell Service Management.

Cherwell Software IT Service Management Case Study

Medium Enterprise Industrial Manufacturing Company

Introduction

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

“Cherwell Service Management konnte schneller als unsere bisherigen ITSM-Lösungen implementiert werden.”

“Das letzte Versions-Upgrade von Cherwell Service Management nahm weniger Zeit in Anspruch als das letzte Versions-Upgrade unserer bisherigen ITSM-Lösung.”

“Fehlendes Reporting, fehlende Flexibilität.”

Challenges

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

  • Used Gedys’s ITSM solution prior to Cherwell.
  • ITSM solution evaluated in addition to Cherwell:
    • Helpline

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
    • One-step actions
  • Chose Cherwell for the following factors:
    • Ease of configuration and customization
    • Flexible licensing model
    • Ease of upgrade

Results

The surveyed company achieved the following results 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

Large Enterprise Health Care Company

Introduction

This case study of a large enterprise health care company is based on a March 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.

“Cherwell Service Management konnte schneller als unsere bisherigen ITSM-Lösungen implementiert werden.”

“Das letzte Versions-Upgrade von Cherwell Service Management nahm weniger Zeit in Anspruch als das letzte Versions-Upgrade unserer bisherigen ITSM-Lösung.”

“Die Lösung gab es schon, als ich in der Firma gestartet bin.”

“Sie unterstützt den Einführungsprozess der Servicemanagement-Prozesse und bietet durch die Dashboards eine fokussierten Blick auf den operativen Betrieb für die Geschäftsführung und den CIO.”

Challenges

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

  • Used IET Workcenter’s ITSM solution prior to Cherwell.
  • ITSM solution evaluated in addition to Cherwell:
    • 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
    • One-step actions
    • Codeless Customizing
  • Chose Cherwell for the following factors:
    • Ease of configuration and customization
    • Ease of Integration with 3rd party solutions

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 50-74% with Cherwell Service Management.

Cherwell 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 Service Management customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“Das letzte Versions-Upgrade von Cherwell Service Management nahm weniger Zeit in Anspruch als das letzte Versions-Upgrade unserer bisherigen ITSM-Lösung.”

“Ungenügende Flexibilität, keine ausreichende Orientierung an ITIL, Updates konnten nicht selbständig eingespielt werden.”

“- Höherer Automatisierungsgrad, dadurch Entlastung in komplexeren Vorgängen (vor allem im FrontOffice)
- Völlig neue Datenqualität hinsichtlich der Verbindung zw. den CIs
- Externe Programme/ Tools können mit geringem Zeitaufwand eingebunden werden
- Sonderlösungen für einzelne Bereiche sind umsetzbar —> höhere Anwenderzufriedenheit.”

Challenges

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

  • Used LANDesk’s ITSM solution prior to Cherwell.
  • ITSM solutions evaluated in addition to Cherwell:
    • BMC Remedy
    • 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:
    • Reporting and dashboard capabilities
    • One-step actions
    • Service integration and management
  • Chose Cherwell for the following factors:
    • Relationship and culture
    • Ease of upgrade
    • Price for value

Results

The surveyed organization 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 50-74% with Cherwell Service Management.

Cherwell Service Management Case Study

Medium Enterprise Transportation Services Company

Introduction

This case study of a medium enterprise transportation services company is based on a March 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 Service Management konnte schneller als unsere bisherigen ITSM-Lösungen implementiert werden.”

“Gute Funktionalität, Unabhängigkeit von der IT.”

“Wir können administrative Prozesse automatisieren, so dass für die Mitarbeiter mehr Zeit zur Ausübung der Kernkompetenzen bleibt. Damit erhöht sich die Qualität der Arbeit und die Kundenzufriedenheit.”

Challenges

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

  • Used custom developed / homegrown solution’s ITSM solution prior to Cherwell.
  • ITSM solution evaluated in addition to Cherwell:
    • LANDesk

Use Case

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

  • Chose Cherwell for the following product feature:
    • We do not need IT professionals for advancement
  • 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.

Cherwell Software IT Service Management Case Study

Medium Enterprise Industrial Manufacturing Company

Introduction

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

Challenges

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

  • Used custom developed / homegrown solution’s ITSM solution prior to Cherwell.
  • ITSM solutions evaluated in addition to Cherwell:
    • CA Service Desk Manager
    • HP Service Manager
    • A custom design / homegrown 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
    • Reporting and dashboard capabilities
    • Configuration management database
  • 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% with Cherwell Service Management.
  • Reduced time spent on configurations and customizations by 10-24% with Cherwell Service Management.

Cherwell Service Management Case Study

Small Business Professional Services Company

Introduction

This case study of a small business professional services company is based on a March 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 Service Management konnte schneller als unsere bisherigen ITSM-Lösungen implementiert werden.”

“Das letzte Versions-Upgrade von Cherwell Service Management nahm weniger Zeit in Anspruch als das letzte Versions-Upgrade unserer bisherigen ITSM-Lösung.”

“Prozesse sollen damit integriert werden, allerdings scheitern wir sehr oft an Bugs bei der Entwicklung neuer Features.”

Challenges

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

  • Used BMC SDE’s ITSM solution prior to Cherwell.
  • ITSM solutions evaluated in addition to Cherwell:
    • ServiceNow
    • HEAT / FrontRange Solutions
    • Helpline, Axios

Use Case

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

  • Chose Cherwell for the following product feature:
    • Consultants and Codeless
  • Chose Cherwell for the following factors:
    • Ease of configuration and customization
    • Ease of upgrade

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.

Cherwell Software IT Service Management Case Study

Medium Enterprise Computer Software Company

Introduction

This case study of a medium enterprise computer software 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.”

“Cherwell was more scalable than our previous system.”

“Cherwell is a true service management tool – replacing antiquated processes, increasing efficiency, and adding value to our internal business departments. I term Cherwell as ‘what can we do for you.’”

Challenges

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

  • Used ServiceNow’s ITSM solution prior to Cherwell.
  • ITSM solutions evaluated in addition to Cherwell:
    • 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
    • Configuration management database
  • Chose Cherwell for the following factors:
    • Ease of configuration and customization
    • Relationship and culture
    • 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 25-49% with Cherwell Service Management.

Cherwell Software IT Service Management Case Study

Educational Institution

Introduction

This case study of a educational institution 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.

“mApp solutions enable me to quickly and inexpensively adapt Cherwell to meet changing IT and business requirements.”

“mApps have allowed us to develop multiple solutions in parallel outside our production environment and integrate them into production without duplicating work.”

Challenges

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

  • Used VMWare Service Manager’s ITSM solution prior to Cherwell.
  • Traditional methods of development (configuration, customization and extension) applied with a previous IT Service Management tool:
    • Heavy configuration, customization, and extension with internal resources
  • Challenges after implementing mergeable applications:
    • Upgrade difficulties
    • Time consuming challenges
    • Consuming cost / resource challenges
    • Difficulties with extending beyond IT

Use Case

The key feature and functionality of Cherwell Software IT Service Management that the surveyed organization uses:

  • Downloaded and merged 2 mApp solutions into their Cherwell environment.

Results

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

  • Can download and merge a mApp into an existing Cherwell installation in 1-2 hours.
  • Reduced their customization and configuration costs by < 10% with mApp solutions.
  • Agrees that they no longer have the same challenges associated with traditional development since downloading and deploying a mApp solution to their Cherwell Service Management environment.
  • Biggest benefits of using mApp solutions:
    • Collaborated with other Cherwell Software customers
    • Multi developer collaboration on a single system

Cherwell Service Management Case Study

Medium Enterprise Transportation Services Company

Introduction

This case study of a medium enterprise transportation services 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.”

“The flexibility and customization of Cherwell. Reports and One-step actions have been key in our environment.”

“Cherwell has reduced the workload on our Service Desk through the use of One-step actions. The report widgets on our dashboards have assisted us in staying on top of our current activities.”

Challenges

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

  • Used ServiceNow’s ITSM solution prior to Cherwell.
  • ITSM solutions evaluated in addition to Cherwell:
    • ServiceNow
    • Remedy

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:
    • IT self-service portal
    • Reporting and dashboard capabilities
    • Mergeable applications (mApp Solutions)
    • One-step actions
    • Service integration and management
  • Chose Cherwell for the following factors:
    • Ease of configuration and customization
    • Ease of upgrade
    • Ease of Integration with 3rd party solutions

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.

Cherwell Service Management Case Study

Small Business Banking Company

Introduction

This case study of a small business banking 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.”

“We switched because our old system lacked reporting capabilities, had little control to close tickets, had a sloppy system, and was at the end of its life.”

“Our first year on Cherwell Service Management has been a year of learning and implementing. It has been a very positive transition with some hesitation as we changed. In 2015 we implemented Incident, Problem, and the Change Management modules. 2016 is promising to be a better year for capturing data and learning about our trends as a company. The innovative Dashboards and searches have helped our organization to monitor progress with successes and issues on the spot.

Challenges

  • Used Magic’s ITSM solution prior to Cherwell.

Use Case

  • Chose Cherwell for the following factors:
    • Ease of configuration and customization
    • Price for value

Results

  • 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.

Case Study: Large Enterprise Energy & Utilities Company

Introduction

This case study of a large enterprise energy & utilities 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.”

“Previous solution was implemented poorly – no defined service categorization hierarchy / portfolio / catalog, etc. – so reporting was of little value. Design and usability were poor. Making a change was a coding event, instead of a configuration change, making what should be a simple configuration into an unnecessarily large code change. Also, level 3 support teams could not create their own tickets (that was probably a design issue more than software limitation).”

“Ease of use and usability increased adoption by EIT support teams. Ease of approving RFC’s via email. Configurable dashboards make the solution easier for queue managers to stay on top of tickets.”

Challenges

  • Used HP Service Manager’s ITSM solution prior to Cherwell.
  • ITSM solutions evaluated in addition to Cherwell:
    • BMC (FootPrints)
    • ServiceNow
    • Axios, SysAid, EasyVista, Landesk

Use Case

  • Chose Cherwell for the following product features:
    • Out of the box ITIL best practices
    • IT self-service portal
    • Reporting and dashboard capabilities
    • 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

Results

  • Reduced their administrative burden by > 75% with Cherwell Service Management.
  • Reduced time spent on configurations and customizations by > 75% with Cherwell Service Management.

Case Study: Fortune 500 Insurance Company

Introduction

This case study of a Fortune 500 insurance company is based on a March 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.”

“Moving to Cherwell has allowed us to revisit, streamline, and standardize our ITSM processes. As a result of mergers and acquisitions, we are able to use different solutions for some ITIL processes. The move to Cherwell has allowed us to re-focus as an organization and ensure that we build out the processes based on best practices across our organization.”

Challenges

  • Used HP Service Manager’s ITSM solution prior to Cherwell.
  • ITSM solutions evaluated in addition to Cherwell:
    • ServiceNow
    • CA Service Desk Manager
    • HP Service Manager

Use Case

  • Chose Cherwell for the following product features:
    • IT self-service portal
    • Reporting and dashboard capabilities
    • Mobile app for IOS and Android
    • Service integration and management
  • Chose Cherwell for the following factors:
    • Ease of configuration and customization
    • Flexible licensing model
    • Price for value
    • Ease of Integration with 3rd party solutions

Results

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

Cherwell Service Management Case Study

Medium Enterprise Retail Company

Introduction

This case study of a medium enterprise retail 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.”

“The inability of reporting with our previous tool was a critical reason for moving over to Cherwell. We didn’t know where our service desk stood and couldn’t even design standards for our techs. The ticketing system didn’t have priority levels and didn’t offer the best way to move tickets between work groups. "

“Cherwell Service Management allows us to set benchmarks and work toward the improvement of IT and the company.”

Challenges

  • Used SCSM – Free software from Microsoft’s ITSM solution prior to Cherwell.
  • ITSM solutions evaluated in addition to Cherwell:
    • BMC Track-IT!
    • ServiceNow

Use Case

  • 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
    • Mergeable applications (mApp Solutions)
    • Mobile app for IOS and Android
    • Service integration and management
  • Chose Cherwell for the following factors:
    • Ease of configuration and customization
    • Flexible licensing model
    • Flexible hosting / deployment model
    • Relationship and culture
    • Ease of upgrade
    • Customer focus
    • Price for value
    • Ease of Integration with 3rd party solutions

Results

  • 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

Non-Profit

Introduction

This case study of a non-profit is based on a March 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 home-grown version was not customizable, and was using 1985 software.”

“With Cherwell Service Management, we are accomplishing twenty times more than we used to in one-sixth of the time.”

Challenges

  • Used custom developed / homegrown solution’s ITSM solution prior to Cherwell.
  • ITSM solutions evaluated in addition to Cherwell:
    • SalesForce.com; Microsoft Dynamics CRM

Use Case

  • Chose Cherwell for the following product features:
    • IT self-service portal
    • Reporting and dashboard capabilities
    • One-step actions
    • Mobile app for IOS and Android
    • Service integration and management
    • Trusted agents
    • Highly customizable
  • Chose Cherwell for the following factors:
    • Ease of configuration and customization
    • Flexible licensing model
    • Relationship and culture
    • Ease of upgrade
    • Customer focus
    • Price for value

Results

  • Reduced their administrative burden by 50-74% with Cherwell Service Management.
  • Reduced time spent on configurations and customizations by > 75% with Cherwell Service Management.

Cherwell Service Management Case Study

Medium Enterprise Computer Services Company

Introduction

This case study of a medium enterprise computer services 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.”

“Cherwell has been accepted company-wide. We are still working on integrating this throughout the company but once completed I believe this will be an excellent solution.”

Challenges

  • Used BMC Remedy’s ITSM solution prior to Cherwell.
  • ITSM solutions evaluated in addition to Cherwell:
    • BMC (FootPrints)
    • ServiceNow

Use Case

  • Chose Cherwell for the following product features:
    • Out of the box ITIL best practices
    • Reporting and dashboard capabilities
    • Configuration management database
    • One-step actions
  • Chose Cherwell for the following factor:
    • Ease of configuration and customization

Results

  • 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

S&P 500 Computer Software Company

Introduction

This case study of an S&P 500 computer software 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.

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

“Our previous solution was outdated and cumbersome to update, configure, and maintain. We were looking for a product that was driven by our services and focused on the customer’s experience.”

“Cherwell Service Management has allowed our organization to take huge strides forward in implementing the ITIL framework while doing so at our own pace. It has also allowed us to really focus on a self-help model that will work for our organization and provide the type of service portal and knowledge base that our customers will use.”

Challenges

  • Used Oracle Peoplesoft ’s ITSM solution prior to Cherwell.
  • ITSM solutions evaluated in addition to Cherwell:
    • BMC Remedy
    • ServiceNow
    • HEAT / FrontRange Solutions
    • LANDesk
    • Axios

Use Case

  • Chose Cherwell for the following product features:
    • Out of the box ITIL best practices
    • IT self-service portal
    • Configuration management database
    • Mergeable applications (mApp Solutions)
    • One-step actions
    • Mobile app for IOS and Android
    • Service integration and management
  • Chose Cherwell for the following factors:
    • Ease of configuration and customization
    • Flexible licensing model
    • Relationship and culture
    • Customer focus
    • Price for value
    • Ease of Integration with 3rd party solutions

Results

  • Reduced their administrative burden by 50-74% with Cherwell Service Management.
  • Reduced time spent on configurations and customizations by > 75% with Cherwell Service Management.

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 March 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.”

“Cherwell Service Management provides greater visibility, enhances productivity, and offers more features and functions at a lower cost than our previous ITSM solution.”

Challenges

  • Used BMC Remedy’s ITSM solution prior to Cherwell.
  • ITSM solutions evaluated in addition to Cherwell:
    • BMC Remedy
    • ServiceNow
    • CA Service Desk Manager

Use Case

  • Chose Cherwell for the following product features:
    • Out of the box ITIL best practices
    • Reporting and dashboard capabilities
    • Configuration management database
    • One-step actions
  • Chose Cherwell for the following factors:
    • Flexible licensing model
    • Flexible hosting / deployment model
    • Ease of upgrade
    • Price for value
    • Ease of Integration with 3rd party solutions

Results

  • Reduced their administrative burden by 50-74% with Cherwell Service Management.
  • Reduced time spent on configurations and customizations by > 75% with Cherwell Service Management.

Cherwell Service Management Case Study

Non-Profit

Introduction

This case study of a non-profit is based on a March 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.”

“Cherwell’s new features, ease of use, and commitment to innovation have made the biggest difference with us.”

“Cherwell Service Management is integral to our IT operations and enables our practice of ITIL in a very challenging organizational environment. As a non-profit, we cannot afford dedicated specialists for every ITIL function. CSM allows for IT generalists to use, manage, and maintain these functions at a much lower total cost of time, complexity, and financial resources.”

Challenges

  • Used HEAT / Frontrange Software’s ITSM solution prior to Cherwell.
  • ITSM solutions evaluated in addition to Cherwell:
    • BMC Remedy
    • ServiceNow
    • LANDesk

Use Case

  • 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
  • Chose Cherwell for the following factors:
    • Ease of configuration and customization
    • Flexible licensing model
    • Flexible hosting / deployment model
    • Relationship and culture
    • Ease of upgrade
    • Customer focus
    • Price for value

Results

  • Reduced their administrative burden by 25-49% with Cherwell Service Management.
  • Reduced time spent on configurations and customizations by 10-24% with Cherwell Service Management.

Cherwell Service Management Case Study

Large Enterprise Consumer Services Company

Introduction

This case study of a large enterprise consumer services 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 tool was cumbersome, dated, and required additional training for end users.”

“Cherwell Service Management has allowed us to simplify how our internal customers request services for all business groups within our company. The One-Step Actions have allowed us to automate workflows and business processes, freeing up time to focus on other business needs.”

Challenges

  • Used BMC Remedy’s ITSM solution prior to Cherwell.
  • ITSM solutions evaluated in addition to Cherwell:
    • BMC Remedy
    • ServiceNow
    • CA Service Desk Manager
    • HP Service Manager
    • LANDesk

Use Case

  • 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
    • Customer focus

Results

  • Reduced their administrative burden by 25-49% with Cherwell Service Management.

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 March 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.”

“Purchased Cherwell because of its ease of customization, ease of use, and its portal.”

“Cherwell Service Management provides a game changer in self-service. 40% of our tickets are submitted via self-service and of those, 22% go untouched and are routed to tier 2 and 3 teams.”

Challenges

  • Used HP Service Manager’s ITSM solution prior to Cherwell.
  • ITSM solutions evaluated in addition to Cherwell:
    • ServiceNow
    • Axios

Use Case

  • Chose Cherwell for the following product features:
    • 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
    • Ease of upgrade
    • Price for value

Results

  • 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 an educational institution 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.

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

“Cherwell has given us a trusted partner in our service delivery.”

Challenges

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

Use Case

  • Chose Cherwell for the following product features:
    • Out of the box ITIL best practices
    • One-step actions
  • Chose Cherwell for the following factors:
    • Flexible licensing model
    • Price for value

Results

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

Cherwell Service Management Case Study

Educational Institution

Introduction

This case study of an educational institution is based on a March 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.

“mApp solutions enable me to collaborate and share ideas with other Cherwell users. I can easily download mApp from the mApp Exchange to see how others have tackled an implementation and use part or all of the solution in our environment.”

“The framework that makes Cherwell design more modular and portable also goes beyond mApp solutions. It allows us to bring complex enhancements from our development system into production with much greater agility. It also allows sharing with other Cherwell users and even assists in troubleshooting. As Cherwell has fleshed out the mApp catalog, I see it being more and more of an asset going forward.”

Challenges

  • Used BMC Remedy’s ITSM solution prior to Cherwell.
  • Traditional methods of development (configuration, customization, and extension) applied with a previous IT Service Management tool:
    • Their previous out-of-the-box solution
  • Challenges before implementing mergeable applications:
    • Solution mismatching
    • No customization meant we were stuck using the product in a very narrow way.

Use Case

  • Downloaded and merged three mApp solutions into their Cherwell environment

Results

  • Can download and merge a mApp into an existing Cherwell installation in 15 minutes when I had expected 6-8 hours of work.
  • Biggest benefits of using mApp solutions:
    • Reduction development time
    • Collaboration with other Cherwell Software customers
    • Sourcing new ideas and concepts from the crowd with the Innovation Springboard

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 March 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.”

“We have leverage Cherwell in the following Departments: HR, AP and Medical Coding.”

Challenges

  • Used CA Service Desk Manager’s ITSM solution prior to Cherwell.
  • ITSM solutions evaluated in addition to Cherwell:
    • BMC Remedy
    • ServiceNow

Use Case

  • Chose Cherwell for the following product features:
    • Out of the box ITIL best practices
    • IT self-service portal
    • One-step actions
    • Service integration and management
  • Chose Cherwell for the following factors:
    • Ease of configuration and customization
    • Flexible licensing model
    • Ease of upgrade
    • Price for value

Results

  • 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.

Case Study: Large Enterprise Health Care Company

Introduction

This case study of a large 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.

“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 provided us with additional functionality.”

“Cherwell Service Management has greatly improved the end user experience and reduced issue resolution times.”

Challenges

  • Used ServiceNow’s ITSM solution prior to Cherwell.
  • ITSM solutions evaluated in addition to Cherwell:
    • ServiceNow
    • HP Service Manager

Use Case

  • Chose Cherwell for the following product features:
    • Out of the box ITIL best practices
    • Reporting and dashboard capabilities
    • One-step actions
  • Chose Cherwell for the following factors:
    • Ease of configuration and customization
    • Flexible hosting / deployment model

Results

  • Reduced their administrative burden by 25-49% with Cherwell Service Management.
  • Reduced time spent on configurations and customizations by 10-24% with Cherwell Service Management.



More Research on Cherwell Service Management