Case Studies
Learn how companies reduce costs and improve IT Service Management and Help Desk operations by utilizing Cherwell Service Management software. Feel free to download our Case Studies (without registration). If you like what you see, Let's talk.
Codec-DSS Improves Quality Assurance and Implements ITIL
Codec-DSS has successfully delivered IT Service Management (ITSM) solutions in Ireland for more than 20 years. Its award-winning services deliver value by enabling business-prioritised, ITIL-based management of IT services, assets and support. Read the Full Study
First Rate Automates Incident Workflows
First Rate Exchange, a joint venture between the Bank of Ireland and the Post Office and the leading provider of foreign currency to businesses across the UK, needed to automate the high number of incidents recorded each week where emails with attachments were being blocked. With Cherwell Software, a system was set-up to automate the workflow and consistency of releasing these blocked emails and speeding up the process, whilst maintaining integrity of the policy. Read the Full Study
CSU Fresno Implements ITSM Without Breaking the Bank
To have better visibility of issues across the managed environment and to truly manage incidents and problems with a coordinated effort, CSU-Fresno needed to replace the existing help desk software with a service management solution that allowed for the reinforcement of consistent behaviors across teams and support the service management processes, including incident, problem, knowledge, and change management. Read the Full Study
University of Colorado, Colorado Springs Reduces Requests by 65%
Have you ever forgotten your account name or password when trying to log into a website? According to the Help Desk Institute (HDI), while 79 percent of support centers agree that self-help is critical, slightly less than one-third utilize self-service password reset. Average costs per incident to replace passwords can cost organizations tens of thousands of dollars each year. Read the Full Study
ControlCircle Selects Cherwell for Ease-of-Use and Flexibility
ControlCircle selected Cherwell Service Management software as an instrumental tool to help obtain two international standards - ISO/IEC 20000 and ISO 27001 – and deployed the software in five areas of the business; customer support, projects, assets, sales and CRM. The company had two key software requirements: it must first manage the core ITIL processes, and then also provide ease-of-use and flexibility so that any of their IT team or a non-development resource could set-up, configure, and use it. Read the Full Study
Spirax Sarco Utilizes Cherwell to Consolidate IT Support and Adopt ITIL
Spirax Sarco, an international company operating in 33 countries, initiated a standardization project in the latter half of 2009 to consolidate all its various IS support systems, asset and service management processes onto a single software architecture. The company chose ITIL compliant Cherwell Service Management to eliminate the anomalies and inconsistent processes that inevitably arise when using a variety of different legacy tools. Read the Full Study
Cherwell Replaces FrontRange Solutions HEAT
Ent Federal Credit Union (Colorado's largest credit union with nearly 200,000 customers) required a more flexible, easier to use and integrate, and lower cost solution than FrontRange Solutions HEAT software. They required help desk software that would be easy to automate and enforce processes, simple to modify as needs evolved and extendible to other products and IT applications. Read the Full Study
HP Service Desk Replacement
This health care company desired to further standardize their ITL processes and internal workflow and determined that its current solution, HP Service Desk, did not have the language or data structure to support significant changes. It also needed a system with more robust integration capabilities, including fully-automated active directory (“AD”) integration. Faced with these HP limitations and prospects of tripling HP licensing fees for adding Problem and Change Management modules, Cherwell was a refreshing alternative. Read the Full Study
108% ROI in 10 Months and a total three-year benefit of $859,247
This organization purchased a different enterprise-level service management solution and, for more than a year, attempted and failed to implement the solution due to challenges with upgrade compatibility, contractors, and matching the software configuration. It replaced its non-functional software with Cherwell Service Management. This Forrester Research Study quantifies a complete Total Economic Impact, demonstrating Cherwell's 108% ROI in 10 Months and a total three-year benefit of $859,247. Read the Full Study
University Replaces BMC Remedy Software
This University experienced "inherent flaws" with BMC Remedy software – from aesthetics to design and workflow – which proved problematic for this fast-paced support center. Over time, the university's frustration with BMC Remedy software's limited and cumbersome legacy system grew so large that the IT team demanded a new service management software solution. Read the Full Study
