TechValidate Research on Cherwell Service Management

95 Case Studies – Page 4 of 4


Cherwell Service Management Case Study

Small Business Energy & Utilities Company

Introduction

This case study of a small business energy & utilities 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.

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

“mApp solutions have allowed us to perform rapid development using multiple resources and enabled us to quickly respond to the ever-changing landscape of our business needs.”

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
    • Light configuration, customization, and extension with external resources
  • Challenges before implementing mergeable applications:
    • Upgrade difficulties
    • Time-consuming challenges
    • Consuming cost / resource challenges
    • Difficulties with extending beyond IT

Use Case

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

Results

  • Can download and merge a mApp into an existing Cherwell installation in 1-2 hours.
  • Reduced their customization and configuration costs by > 75% 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:
    • Reduced development costs
    • Reduction development time
    • Saw faster time to value
    • Sourced new ideas and concepts from the crowd with the Innovation Springboard

Cherwell Service Management Case Study

S&P 500 Financial Services Company

Introduction

This case study of an S&P 500 financial 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 most recent version upgrade of Cherwell Service Management took less time than the last version upgrade of our previous ITSM solution.”

Challenges

  • Used CASD, Service Now, Remedy, Hornbill, HP Service Manager’s ITSM solution prior to Cherwell
  • ITSM solution evaluated in addition to Cherwell:
    • 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)
    • 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
    • Flexible hosting / deployment model
    • Relationship and culture
    • 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 Automotive & Transport Company

Introduction

This case study of a medium enterprise automotive & transport 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.

“Groups and teams that had never had an option to track their workflow in an organized manner, now have processes and automation to relieve the administrative burden of their work while also leveraging metrics and reporting that they’ve never had before.”

Challenges

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

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
    • 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

  • 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.

Case Study: Large Enterprise Financial Services Company

Introduction

This case study of a large enterprise financial services company is based on a February 2016 survey of Cherwell Software IT Service Management customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“We were able to implement Cherwell Service Management in less time than our previous ITSM solution.”

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

“Cherwell has given us increased levels of visibility, awareness, and client satisfaction. Additionally, it has allowed us to become more efficient and effective for our clients.”

Challenges

  • Used Altiris’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
    • 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
    • Relationship and culture
    • 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.

Cherwell Service Management Case Study

S&P 500 Real Estate Company

Introduction

This case study of an S&P 500 real estate 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.

“Cherwell Service Management has enabled us to improve the end-user experience through our portal, provide some new tools to technicians to manage tickets, and decreased our operating costs substantially.”

Challenges

  • Used ServiceNow for the following features:
    • Incidents
    • Requests
    • Change
    • Configurations
  • Left ServiceNow for the following reasons:
    • Price for value
    • Total cost of ownership
    • Ease of use
    • Ease of customization
    • Ease of configuration
    • Upgradability

Use Case

  • Uses Cherwell for the following:
    • Incidents
    • Requests
    • Problems
    • Changes
    • Configurations
    • Knowledge
  • Chose Cherwell for the following reasons:
    • Price for value
    • Total cost of ownership
    • Responsiveness
    • Licensing terms
    • Ease of use
    • Executive team
    • Alignment of expectations
    • Ease of customization
    • Ease of configuration
    • Upgradability
    • Quality of support

Results

  • Decreased licensing costs by 50% – 75% with Cherwell.
  • Decreased customization costs (i.e. adding a field into a form) by 25% – 49% with Cherwell.



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