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Cherwell Makes Magic Quadrant for IT Service Support Management Tools

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Victory starts with heart and we have plenty of that. I’ve always known we’d eventually be on the Gartner Magic Quadrant (the MQ for short); I just wasn’t sure when. When you work so hard for something, it feels good — really good — to be recognized. And we didn’t just get on the MQ, we feel we placed very well on it. We’ve put our blood, sweat, and tears into this company and into Cherwell Service Management, taking no shortcuts along the way. Sure, we probably could have gotten here faster, but I don’t think we could have done it without compromising something greater.

We know that while we have an innovative product built on the latest platform and tools, we believe part of the reason we’re on the Gartner Magic Quadrant for IT Service Support Management Tools is because of our customers and our reputation among them. Gartner talks to each vendor’s clients about their experience, whether or not they’re happy with their tool selection and if they plan to continue to work with the vendor. We know 100 percent of our clients would recommend us. That’s incredible! It serves as a proof point that we’re committed to raising the bar and elevating the status quo on service.

One of our strengths is our everlasting passion and our uncompromising commitment to our customers, but this is what we think Gartner really liked about us:

  • We offer Cherwell Service Management across both on-premises and hosted SaaS licensing models with the same vendor source code, and we have customers who have (painlessly) switched from one to the other during our relationship.
  • Our customers like our strong pre-implementation and post-implementation support. We’re fast and responsive.
  • Anytime, anywhere access. Our XML-based, three-tier application allows organizations to leverage rich-client and browser-based advantages, regardless of device or computing architecture.
  • Our One-Step™ actions make it easy for organizations to create and execute micro workflows at any point within Cherwell.

Yes, I’m proud. We all are. But we’re not about to rest on our laurels. We know those same customers who helped to lift us up and get us onto the MQ for ITSSM will also be the first to keep us in check. I appreciate that.

People tend to think we’re in the IT industry or the technology industry, but I think we’re really in the “service industry,” and that’s an important distinction. We’re proud to serve our customers and help them be successful. It’s our noble cause. I want to extend a heart-felt thank you to all of our customers, colleagues, family, and friends who supported us and believed in us through the years. We share this victory with you.

Gartner, Inc., Magic Quadrant for IT Service Support Management Tools, Jeffrey M. Brooks, Jarod Greene, August 20, 2012. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.