Press Release

Cherwell Named as Leader in ITSM Tools Universe Report

Cherwell awarded highest score in configurability, self-service and integrations and ranked in top quartile for all product-related categories by ITSM Review

October 20, 2014 - Colorado Springs, CO.

Cherwell Software has been recognized as a leader in the ITSM Tools Universe report, a comprehensive and independent ranking of ITSM tool providers by ITSM Review. Cherwell Service Management performed strongly across all areas evaluated: receiving the highest scores for configurability by in-house staff, self-service, and integrations.

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“In our opinion, overall Cherwell Service Management is an excellent ITSM solution with a particular strength in the areas of reporting and quality of information and self-service,” stated the independent report. “Furthermore, customer feedback would suggest that the vendor provides a high quality level of customer service. We believe that Cherwell Service Management is a suitable ITSM solution for any size organization in any industry.” 

The report emphasized Cherwell’s ability to implement both ITSM solutions and business technology that goes beyond ITSM, stating CSM could easily be extended outside IT and would be a good option for organizations looking to evolve service management into other areas of the business. dart 

In addition, the report found Cherwell’s key differentiator among competitors to be its sophisticated, graphical impact analysis tool, which provides customers the ability to gather information on which CI’s, Services and users would be affected by a potential failure. 

“We found [the graphical impact analysis tool] to be straightforward to use and extremely detailed, with the ability to click-through on each process type to see historical changes and any problems and incidents raised. We feel that this would be of particular use to those in change or project management roles when looking at risk impact analysis,” stated the report. 

Cherwell customers agreed, commending the ease in which CSM integrates with other technologies and also praising the CSM application development platform, according to the report. 

“CSM’s graphical business impact analysis tool is invaluable,” said Bill Weyrick, director of information systems at  Dartmouth-Hitchcock Medical Center. “CSM is a key part of our Strategy to better manage our business. Using CSM business intelligence, we provide key impact analysis and flags to clinical operations. We are evaluating the new user-configurable metrics in CSM 5.0 in order to create metrics that map to our key performance indicators. We’re also pleased with the Cherwell mApp™ Exchange and what we can do with integrating Cherwell’s new mApp solutions. The mApp Exchange enables us to easily innovate and collaborate on new solutions with the Cherwell community.” 

“Cherwell’s codeless, configurable platform and new Cherwell mergeable applications give IT leaders the tools to achieve more business impact without investing in expensive tools or development resources,” said Vance Brown, CEO of Cherwell Software. “The ITSM Tools Universe report confirms Cherwell’s strengths in configurability and the ability to extend beyond IT without writing code. We are also proud of the high scores in reporting, integrations, quality of information, and ease of use.” 

The ITSM Tools Universe 2014 information, a searchable, online directory of ITSM tools as independently evaluated by ITSM Review, is available at

For a full analysis on why Cherwell was ranked #1 in configurability, see

About Cherwell Software

Cherwell (@Cherwell) empowers organizations to transform their business through the rapid adoption and easy management of digital services. Cherwell’s adaptable platform has enabled thousands of organizations to modernize their business operations with customizable service management, automation, and reporting across the enterprise. For more information, visit: