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TechValidate Research on Cherwell Service Management

16 Charts


Cherwell Service Management Customer Research

Shifting Left Improves Customer Satisfaction and First Contact Resolution

Which results were achieved with your Shift Left Approach?

Improved Customer Satisfaction
59%
Improved First Contact Resolution
55%
Reduced Ticket Handling Times
53%
Decreased Mean Time To Resolution
44%
Improved Change Management Success Rates
17%
Reduced Ticket Volume
16%
Reduced Self-Inflicted Outages (Due to Managing Change)
13%

Cherwell Service Management Customer Research

Automation and the Self-Service Portal are Essential to Shift Left

Which features were most impactful in enabling you to execute your Shift Left approach?

One-Step Actions
71%
IT Self-Service Portal
61%
Reporting and Dashboard Capabilities
51%
Out of the Box ITIL Best Practices
42%
Service Integration and Management
32%
Configuration Management Database
26%
Mergeable Applications
17%

Cherwell Service Management Customer Research

Service Desk Flexibility

Why did your organization replace your previous ITSM tool?

Old tool lacked flexibility
53%
Old tool failed to deliver the expected benefits
40%
New ITSM process adoption required a new ITSM tool
26%
The time and cost of upgrading the old ITSM tool were too high
26%
Enterprise service management required a new tool
20%
ITSM tool was too customized to work properly or to upgrade
19%
Dissatisfaction with vendor support and/or relationship
18%

Cherwell Service Management Customer Research

Previous Solution

Which vendor’s ITSM solution did you use prior to Cherwell?

Custom Developed/ Homegrown Solution: 12%
BMC Remedy: 11%
HEAT/Frontrange Software: 11%
HP Service Manager: 10%
BMC Track-IT: 5%
BMC (Footprints): 4%
ServiceNow: 3%
CA Service Desk Manager: 2%
LANDesk: 2%

Cherwell Service Management Customer Research

Customers see their Return on Investment

In terms of return on investment impact, how much would you categorize the use of Cherwell Service Management to automate workflows and processes outside of IT?

Significant Moderate Marginal Minimal

ROI Impact

Cherwell Service Management Customer Research

Customizing outside of IT is a snap

How easy was it to configure and customize Cherwell Service Management to solve for areas outside of IT?

Very Easy Easy Neutral Difficult

Customizing outside of IT was:

Cherwell Service Management Customer Research

Upgrades after customizing are not a hassle

How easy were upgrades after configuring and customizing Cherwell Service Management to automate workflows and processes outside of IT service management?

Very Easy Easy Neutral Difficult

Upgrades after customizing are:

Cherwell Service Management Customer Research

What resources did your organization use to meet your organizational needs outside of IT service management previous to Cherwell?

Open Source Solutions
17%
Fit-for-Purpose / Best of Breed Solutions
33%
Homegrown Solutions
53%
Spreadsheets
62%
Email
73%
Other
10%

Cherwell Service Management Customer Research

Benefits of Automating non-IT Processes

What have been the primary benefits of using Cherwell Service Management to automate processes outside of IT?

Improved Visibility
58%
Increased Productivity
50%
The ability to go to one place for all requests - IT related or not
47%
Improved IT Customer Satisfaction
39%
Improved Interoperability
27%
Lower Costs
19%
Lower Overhead
15%
Improved IT Morale
9%

Cherwell Service Management Customer Research

What challenges did you experience utilizing Email, Spreadsheets, Open Source Solutions, etc.?

Difficult to track and manage issues/requests
65%
Administrative Burden
58%
Data Silos
52%
Application Integration Challenges
43%
Expensive Licensing Costs
17%

Cherwell Service Management Customer Research

Automating Enterprise Service Management

What other business areas do you use Cherwell to automate workflows?

Customer Service
53%
Facilities Management
34%
Human Resources
33%
Procurement
28%
Field Service
20%

Cherwell vs BMC: Administrative Burden

By what percentage do you estimate Cherwell Service Management reduced administrative burden?

Greater than 75%: 12%
50-74%: 23%
25-49%: 33%
10-24%: 19%

Switching to Cherwell

Which vendor’s ITSM solution did you use prior to Cherwell?

BMC Remedy: 14%
BMC (Footprints): 2%
BMC Track-IT!: 5%
HEAT/ Frontrange Software: 13%
HP Service Manager: 8%
LANDesk: 1%
ServiceNow: 4%
CA Service Desk Manager: 4%
Custom Developed / Homegrown Solution: 12%
Other: 37%

The Cherwell Difference

Which factors led you to choose Cherwell?

Ease of Configuration and Customization
69%
Flexible Licensing Model
47%
Flexible Hosting/Deployment Model
35%
Relationship and Culture
22%
Ease of Upgrade
38%
Customer Focus
32%
Price for Value
59%
Ease of Integration with 3rd Party Solutions
19%

Product Features for Success

Which additional factors led you to choose Cherwell?

Ease of Configuration and Customization
64%
Flexible Licensing Model
38%
Flexible Hosting/Deployment Model
29%
Relationship and Culture
20%
Ease of Upgrade
32%
Customer Focus
29%
Price for Value
51%
Ease of Integration with 3rd Party Solutions
18%

Winning Features

Which product features led you to choose Cherwell?

Out of the Box ITIL Best Practices
63%
IT Self-Service Portal
56%
Reporting and Dashboard capabilities
58%
Configuration Management Database
32%
Mergeable Applications (mApp Solutions)
14%
One-Step Actions
44%
Mobile App for IOS and Android
20%
Service Integration and Management
37%
Trusted Agent
6%



More Research on Cherwell Service Management