September 23, 2014 - Colorado Springs, Colorado –Cherwell Software today announced that the company has been positioned the highest for ability to execute in the Challengers quadrant by the independent research firm of the 2014 Magic Quadrant for IT Service Support Management (ITSSM) Tools Report, as well as making movement on the completeness of vision axis, for the third consecutive year. Cherwell continues to demonstrate excellence in customer service and support, invest in innovation and the right business technology, and deliver the highest SaaS availability on the world (99.98% per contract). To be included on the Magic Quadrant for ITSSM, vendors are rigorously evaluated based on their ability to execute and completeness of vision. “To better support the business, I&O managers often turn to IT service support management tools. The vendors in this Magic Quadrant offer integrated products that address functionality from a combined perspective of people, processes and tooling,” stated the Gartner report.
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“We believe Cherwell’s recognition in the Gartner Magic Quadrant again this year demonstrates our commitment to exceptional customer service and our drive to deliver transformational business technology that impacts all areas of the business—in ITSSM and beyond,” said Vance Brown, CEO of Cherwell Software. “Our innovations in mergeable applications and the Cherwell mApp™ Exchange, the importance of customer feedback and relationships, as well as execution of our plans for global expansion and offices in new geographies, allow customers to extend the value of their Cherwell investments.”
With customer retention rates at 98%--among the highest in the industry—more than 40% of new product features are driven by experience and feedback from Cherwell’s customers and partners worldwide. Cherwell Service Management® (CSM) offers built-in business intelligence and dashboards, multidimensional and ad-hoc reporting, as well as the Cherwell Service Management Self-Service Portal, which enables organizations to consolidate multiple portals to drive higher usage levels. The company recently added mergeable applications (mApp™) capabilities and a community-driven mApp Exchange that allow Cherwell's partners and customers to exchange configurations and user-created integrations.
“mApp solutions are a modern, flexible, integrated way for our business team to quickly and easily add proven and powerful new functionality to Cherwell Service Management—with no coding. mApp files are easy to build and apply,” said Diane Burton of Seattle Cancer Care Alliance. “Downloadable business applications are a much more convenient and affordable way to expand system capabilities—and the Cherwell community gives us an effective way to share and collaborate.”
According to the report, “ITSSM tools offer tightly integrated processes and functions that correlate with the activities of the broader IT support organization. They provide incident and problem management capabilities for the IT service desk function. They also provide change, configuration and release management capabilities for process leaders, infrastructure engineers and domain administrators. Often, this includes the use of a CMDB that enables the IT support organization not only to understand the production environment, but also to prioritize and quickly resolve or escalate issues and problems, and improve root cause isolation.” 1
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1 Source: Gartner, Magic Quadrant for IT Service Support Management Tools, Jarod Greene, Chris Matchett, Tapati Bandopadhyay, 25 August 2014