TechValidate Research on Cherwell Service Management

192 TechFacts – Page 1 of 7


Cherwell ITSM Customer Review

5/5 Stars

How our organization uses Cherwell ITSM:

We have deployed Cherwell for our 4 highly integrated IT organizations, our central Finance and HR offices, and several campus and healthcare departments. We are currently leveraging Incident, Service Request, Portals, One Steps, and Knowledge. We are in Phase II deployments with IT, HR, and Finance to expand this capability to Asset/CMDB. And we are building several custom solutions for our highly unique departments such as Researcher Service Centers, for example our DNA sequencing lab.

Would you recommend Cherwell ITSM?

Absolutely. Throughout the selection process, the Cherwell team was the most engaged and clearly demonstrated their capabilities. Everything that we were promised before signing the contract has been delivered and then some. We have continued to enjoy a high degree of engagement at all levels of the Cherwell organization. Overall we have tripled the value of our Service Management technology and have cut our annual support budget.

Cherwell ITSM Customer Review

4.5/5 Stars

How our organization uses Cherwell ITSM:

Today we are using Incident Management, Request Management and Knowledge Management. We plan to use Problem and Change Management in the next year. We are currently working on a custom form for approval-based security access. We are always working on our catalog. Long-term, we want to onboard HR and Facilities to Cherwell as well.

Would you recommend Cherwell ITSM?

I would yes. Cherwell is a tool that is only limited by your imagination. One-Step Automated Workflows and mApps give you powerful options to add content quickly and easily to Cherwell. Not needing a full-fledged developer to implement these options is a very nice plus. Having a hosted ITSM solution takes many headaches off the table from the start. This allows us to focus on changing workflows and improving the customer experience.

Cherwell ITSM Customer Review

4/5 Stars

How our organization uses Cherwell ITSM:

Our IT Department and Resource Center use Cherwell to track incidents and requests. We have a relatively large Knowledge Base and use the CKCS mApp to support it. We also just rolled out Problem Management and will roll out Change Management shortly.

Would you recommend Cherwell ITSM?

Yes! If you want an application that you can customize the way you want and look the way you want (pretty much), Cherwell is the right app to choose. I also like the ability to submit new ideas that are actually reviewed and acted upon. The voice of the customer appears to be a key principle at Cherwell.

Cherwell ITSM Customer Review

5/5 Stars

How our organization uses Cherwell ITSM:

We currently use Cherwell for Change/Incident Management, and Service Portal. We plan to use Asset Management and the Knowledge Base in the near future.

Would you recommend Cherwell ITSM?

Yes, for the automated workflow of Change/Incident Management and dashboards. Both allow our organization to establish and stay within our SLAs for our customers.

Cherwell ITSM Customer Review

5/5 Stars

How our organization uses Cherwell ITSM:

Currently, we use Cherwell Service Management for Incident/Service Request Management, Configuration Management, and Change Management. Our current primary project is to roll out a customer-facing service catalog within the self-service portal.

Would you recommend Cherwell ITSM?

I would recommend Cherwell Service Management due its adaptability to ever-changing business needs and its ease of administration.

Cherwell ITSM Customer Review

5/5 Stars

How our organization uses Cherwell ITSM:

We are mostly using it to track time spent by our consultants at different clients (all custom build). We then use this data to bill clients for hours spent.

Would you recommend Cherwell ITSM?

Yes, it’s very easy to build custom applications within Cherwell. I love not having to code 100’s of lines of code just to create a data entry screen.

Cherwell ITSM Customer Review

5/5 Stars

How our organization uses Cherwell ITSM:

We use Cherwell for IT Service Management (Incidents, Requests, Change, Knowledge, and Self-Service). We may extend to cover Enterprise Service Management in the future.

Would you recommend Cherwell ITSM?

Yes, it’s easy to implement, easy to maintain, easy to scale, and provides major productivity improvements with low resource investment.

Cherwell ITSM Customer Review

5/5 Stars

How our organization uses Cherwell ITSM:

Help Desk, including a self-service portal, to log calls and route them to the correct resolver queues to ensure enhanced SLA adherence.

Would you recommend Cherwell ITSM?

Absolutely – it can enhance any service offering with minimal outlay and product knowledge, and is loved by our end-user community for its ease of use!

Cherwell ITSM Customer Review

5/5 Stars

How our organization uses Cherwell ITSM:

We use Cherwell for IT Service Ticketing, Problem and Change Management, and Biosecurity Incident Management.

Would you recommend Cherwell ITSM?

Yes! It’s easy to deploy, simple to integrate, and flexible to deploy to different teams using different dashboards.

Cherwell ITSM Customer Review

5/5 Stars

How our organization uses Cherwell ITSM:

We use Cherwell ITSM for Service Management, Incident Management, Problem Management, and Change Management. We plan on adding Asset Management, as well as adding other internal tenants to the same system.

Would you recommend Cherwell ITSM?

Yes, because the value is greater than that of ServiceNow, and the ease of development changes the way we innovate.

Cherwell ITSM Customer Review

5/5 Stars

How our organization uses Cherwell ITSM:

We are in the process if piloting Cherwell with a few external customers and rolling out in the UK by the end of the year. We then will get our European and US customers into the system. After that, we will look at internal IT, as they do not currently have a system, and possibly HR to consolidate their current tools. We also need to look at consolidating the remote desktop tools used in different territories, as well and the replacement needs to integrate into Cherwell.

Would you recommend Cherwell ITSM?

Yes, it offers companies a platform to support internal and external customers, and manage their IT or hosted deployments.

Cherwell ITSM Customer Review

5/5 Stars

How our organization uses Cherwell ITSM:

IT and Procurement uses the Incident Tracking and Change Management tools.
And HR is using the Incident Tracking (in request form) under a separate security group to take HR requests, as well as track time and effort.

We’re looking forward to eventually expanding to full Inventory Management, as well as on-boarding Facilities Management when the time comes.

Would you recommend Cherwell ITSM?

Yes, due to its reliability and customization. We are hosted and I can count on one hand how many times we’ve had outages in the 2 years of having it. Previously, I couldn’t count on one hand how many times we went down in a month with CA.

Cherwell ITSM Customer Review

5/5 Stars

How our organization uses Cherwell ITSM:

We currently use Cherwell’s ITSM solution, with plans to implement HRSM and Facilities Management.

Would you recommend Cherwell ITSM?

Yes, it’s a great product along with flexibility for any oddball business process IT has to adapt to.

Cherwell ITSM Customer Review

5/5 Stars

How our organization uses Cherwell ITSM:

We haven’t fully implemented CSM yet, but we plan to deploy it department-wide. We are a merged IT-Library department. I’m excited to see our library colleagues taking an interest in CSM almost as much as our IT folks. We are looking forward to automating our account creation process and (eventually) finding a way to include HR in that process for on-boarding and off-boarding employees. We’re also super excited about finally having our inventory integrated with service management.

Would you recommend Cherwell ITSM?

Yes, because of the reasons I stated above. Cherwell ITSM meets all of our needs.

Cherwell ITSM Customer Review

5/5 Stars

How our organization uses Cherwell ITSM:

Currently, we are using Cherwell for basic Incident Management and CMDB. We are working on implementing Problem Management in the coming weeks, followed by a workflow automating Change Management.

Would you recommend Cherwell ITSM?

Yes, we are very happy with the product and the results. It has certainly changed the way we manage service delivery processes in IT.

Cherwell Service Management Customer Statistic

53% of surveyed Cherwell customers replaced their previous ITSM tool because their old tool lacked flexibility.

53%

Cherwell Service Management Customer Testimonial

We’ve been able to automate approvals for our Access Management team since implementing Cherwell. This has reduced the number of Tech-User contacts from 4-5 to 1-2, saving the team a lot of time and effort.

IT Director, Medium Enterprise Banking Company

Cherwell Service Management Customer Testimonial

Since using Cherwell, we have reduced our MTTR and our year over year incident duration is down 65% for non-vendor incidents.

IT Manager, Large Enterprise Transportation Services Company

Cherwell Service Management Customer Testimonial

Our ability to report meaningful information and utilize it for the betterment of all IT Operations has been key to understanding what was not previously available in regards to IT Service Management.

IT Project Manager, Medium Enterprise Automotive & Transport Company

Cherwell Service Management Customer Testimonial

Cherwell Service Management automated the change management process which helped application teams for quicker turnaround.

IT Analyst, Fortune 500 Industrial Manufacturing Company

Cherwell Service Management Customer Fact

After switching to Cherwell Service Management, a medium enterprise insurance company improved customer satisfaction by 70% compared to their previous ITSM solution.

Cherwell Service Management Customer Fact

After switching to Cherwell Service Management, a medium enterprise insurance company decreased the amount of time spent on customizations by 80% compared to their previous ITSM solution.

Cherwell Service Management Customer Testimonial

Cherwell has been designed with a very intuitive user interface, which has reduced our training of the user community significantly. The flexibility of the tool has made implementing almost any requirement a breeze.

IT Director, Fortune 500 Professional Services Company

Cherwell Service Management Customer Satisfaction Rating

An IT Director at a Fortune 500 professional services company would be very likely to recommend Cherwell Service Management for this reason:

I’m very pleased with the tool overall. Cherwell does a great job of customer service and makes sure that our needs are met, our voice is heard, and they trust our expertise.

Cherwell Service Management Customer Fact

After switching to Cherwell Service Management, we improved IT productivity by 80% compared to our previous ITSM solution.

Cherwell Service Management Customer Fact

After switching to Cherwell Service Management, a large enterprise health care company improved customer satisfaction by 100% compared to their previous ITSM solution.

Cherwell Service Management Customer Testimonial

Better Understanding

The ease of use and flexibility of Cherwell has enabled us to implement new, more stringent processes. The greater analysis and reporting facilities enable us to get a better understand our situation.

IT Specialist, Large Enterprise Health Care Company

Cherwell Service Management Customer Statistic

60% of surveyed Cherwell customers replaced ServiceNow as their previous ITSM tool because the time and cost of upgrading the old ITSM tool were too high.

60%

Cherwell Service Management Customer Statistic

53% of surveyed Cherwell customers replaced their previous ITSM tool because their old tool lacked flexibility.

53%

Cherwell Service Management Customer Satisfaction Rating

An IT Systems Analyst of a medium enterprise insurance company would be very likely to recommend Cherwell Service Management for this reason:

In searching for a new solution, we considered several factors: UI and back-end flexibility, non-development configuration/coding and administration up-keep. Cherwell had the best options.




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