June 9, 2014 -
Colorado Springs, CO – Cherwell Software was cited as a leading vendor in the June 4, 2014 Forrester Research, Inc. “Market Overview: IT
Service Management SaaS Tools Update, 2014” report, which analyzed ITSM SaaS offerings from 20 vendors. “Most vendors are competing with each other on
price, and only a few vendors are realizing that customer support and customer experience are vital differentiators, particularly in the SaaS market,” the
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Forrester ITSM SaaS Market Overview Report
According to the report, Cherwell Software’s “… strong points include: 1) high customer retention rates (98%); 2) the affordability of concurrent licensing
(there is no fixed license option); and 3) an application development platform.”
“We are pleased with Cherwell’s inclusion in this SaaS market report update, which, in our opinion, confirms Cherwell Software as an established,
successful market performer with exceptional customer satisfaction,” said Vance Brown, CEO of Cherwell Software. “In an increasingly competitive ITSM SaaS
marketplace, we are committed to ensuring that CSM remains the ITSM cloud platform of choice for companies around the world.”
Cherwell Software places customer satisfaction first and has a customer retention rate of 98%+. The report stated “… it is critical that you understand
your vendor’s year-over-year customer retention rate.” “If the customer retention rate is below 90%, avoid that vendor; if it is in a range from 90% to
95%, be cautious. Infrastructure and operations professionals should short-list suppliers with excellent and proactive customer service and which will have
retention rates of 98% or better.”
With customer-contracted availability of 99.98% as reported by Forrester, Cherwell Software also earned among the highest scores for SaaS uptime
guarantees. “Ensure that your cloud service provides a well-documented SLA around the availability of its service,” the Forrester report stated. “The
provided guarantees range from 99.5% to 99.98% of uptime, with various degrees of performance guarantees in between.”
The report also advised, “… ask your SaaS provider if it has data physically backed up at a second location, about the frequency of the backups, and about
how long it would take to recover your data and your service in various situations.”
Licensing options and Cherwell’s user-configurable One-step functionality were also noted in the report. “Unusually, Cherwell allows infrastructure and
operations professionals to choose either product licenses or subscription financing in both on-premises and SaaS deployment models,” the Forrester report
stated. “Cherwell’s user-configurable One-Step™ functionality enables business process automation and also supports social and mobile,” the report
Cherwell Software has several data centers worldwide, with major expansions planned for 2014, and its SaaS hosting technology provides hourly data backup.
Near-real time failover is available in U.S. data centers, reducing their recovery time objective (RTO) to less than two hours. In Cherwell Software’s data
centers in Europe, RTO is reduced to four hours.
CSM also provides an affordable, all-inclusive concurrent licensing model, which makes it easy for customers to choose their preferred deployment mode.
In addition, CSM offers unique codeless business application technology, which replaces traditional code-writing with easy-to-use drag-and-drop
functionality. One-Step actions are the heart of the codeless automation engine of CSM. This codeless development platform provides a powerful and
easy-to-use environment for creating new applications or building upon any of the 11 PinkVERIFY™ certified ITIL processes that CSM includes.