TechValidate Research on Cherwell Service Management

192 TechFacts – Page 4 of 7


Cherwell Service Management has had a great impact on my organization. Use of the solution simply started within our IT Helpdesk department. Now, not only has CSM assisted this area with expanding their services, but many other IT areas outside our department have now joined or are interested in joining our ITSM. This solution is bringing IT together.

IT Administrator, Educational Institution

A small business banking company reduced time spent on configurations and customizations by > 75% with Cherwell Service Management.

Cherwell Service Management has been a great platform for us to revamp how our IT department works together. Our IT teams are consistently surprised how well Cherwell fits their needs.

IT Manager, Small Business Banking Company

Cherwell Service Management has provided a flexible service management platform that allows us to expand our service management offerings to the campus.

System Administrator, Educational Institution

An IT Manager of a large enterprise health care company is very likely to recommend Cherwell Service Management for the following reason:

The ability to easily use mApps to integrate multiple sources with Cherwell Service Management is fantastic!

An IT Manager of a medium enterprise health care company is very likely to recommend Cherwell Service Management for the following reason:

Cherwell Service Management is easy to configure, upgrade, and use.

A large enterprise energy & utilities company reduced time spent on configurations and customizations by > 75% with Cherwell Service Management.

A large enterprise energy & utilities company reduced their administrative burden by > 75% with Cherwell Service Management.

An IT Director of a federal government is very likely to recommend Cherwell Service Management for the following reason:

It is always reassuring when a supplier that sets high expectations in the pre-sales stage, lives up to these expectations through delivery. Link this to an effective product, and there is much to recommend.

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

IT Manager, State & Local Government

A Vice President of a medium enterprise financial services company is very likely to recommend Cherwell Service Management for the following reason:

I already have recommended Cherwell Service Management to others. We use Cherwell Service Management in our Accounting Operations department as well as IT. It has been a game changer for us.

The largest impact of Cherwell Service Management for our organization is providing a visible menu of service (Cherwell Portal). Allowing our customers to see what they are being charged for and who to engage for particular requests. This visibility has provided a plethora of process improvement opportunities that were not apparent before we implemented Cherwell.

Application Manager, Large Enterprise Health Care Company

An IT Specialist of a large enterprise retail company is very likely to recommend Cherwell Service Management for the following reason:

Cherwell Service Management is simple yet effective. Very intuitive for the user.

I now have requests from all over the bank on a daily basis asking for more information on how Cherwell Service Management can help streamline a process.

Application Manager, Medium Enterprise Financial Services Company

Our organization was inherently siloed. We had three distinct entities, each of which performed tasks and processes on their own without collaboration across the organization. CSM has brought all teams and groups together to share ideas and focus resources on providing solutions valuable to our customers.

IT Manager, Educational Institution

A Senior IT Architect of a S&P 500 computer software company is very likely to recommend Cherwell Service Management for the following reason:

With Cherwell Service Management, customization and configuration is truly not affected when the core system is updated.

An IT Professional of a large enterprise health care company is very likely to recommend Cherwell Service Management for the following reason:

This is the most flexible, yet still effective ITSM platform I have ever worked with, and I have worked with many.

Cherwell Service Management Customer Satisfaction Rating

An IT Manager at an educational institution is very likely to recommend Cherwell Service Management for the following reason:

Cherwell Service Management is a very well designed and comprehensive system. I was involved in reviewing several similar products and Cherwell was one of the best, which is why we selected it. Customer Support has been great and the product is easy to use and works as expected.

Cherwell Service Management Customer Testimonial

LANDesk’s solution was buggy, and they did not have any local user groups or usable professional services. So we were stuck with a buggy product that we couldn’t make improvements to.

IT Manager, State & Local Government

All of our Cherwell Service Management users and customers report noticing that the responses and performance from our IT services departments have improved.

IT Specialist, Federal Government

Cherwell Service Management was able to provide us with an easy to use application, which saved us significant time in recording and actioning tickets. The flexibility of Cherwell has enabled us to easily add additional functionality to meet our various business unit requirements.

IT Manager, State & Local Government

An IT Manager of a state & local government is very likely to recommend Cherwell Service Management for the following reason:

Love the flexibility of Cherwell Service Management. It has been able to make us significantly more efficient. We have also been able to bring on other areas outside IT onto Cherwell.

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

IT Manager, Fortune 500 Insurance Company

An IT Manager of a Fortune 500 insurance company is very likely to recommend Cherwell Service Management for the following reason:

I love the fact that Cherwell Service Management is easy to configure and maintain up-to-date. I also love the support we get from Cherwell staff. Every time we need to talk to someone for any business need, it’s easy to coordinate time.

A state & local government chose Cherwell for its out of the box ITIL best practices, one-step actions, and because there is no need for a specialist or DBA/Oracle/SQL developer to be hired to control it.

An IT Specialist of a state & local government is very likely to recommend Cherwell Service Management for the following reason:

Cherwell Service Management exceeded our expectations. Configurable by us with some Dev help, it meets all our ITIL requirements and is a pleasure to use.

We needed a one stop shop to incorporate all our different processes. Cherwell fit the bill perfectly. Being able to modify our system on a whim is also a great benefit for us.

System Administrator, Educational Institution

Our student body and Faculty / Staff can now send requests directly to us through the portal. Using the automatic classification, we can now track how much time we spend on each type of request. A great tool for us, we can see where we need to focus our time much better now.

System Administrator, Educational Institution

Cherwell Service Management Customer Testimonial

Cherwell Service Management’s standardized IT processes allowed us to embrace and implement ITIL, leading to a maturing of IT service delivery and movement towards being a trusted business partner as opposed to a ‘firefighter.’

IT Manager, State & Local Government

Cherwell Service Management Customer Testimonial

Implementing the Cherwell Service Management offered us the opportunity to have conversations within our department about how we could align to industry best practices. The tool itself prompted discussions about our previous workflows, and what we could do to improve them by using an out of the box solution. It was culture changing.

Associate Director, Medium Enterprise Professional Services Company




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