Case Study



Flexible ITSM solution provides insight, drives business goals

  • Automations save IT 120 hours/month
  • Task that took 1-2 hours is now instant

Company Background

Established in 1997, Utilize Plc is a leading outsourced managed service provider (MSP) in the UK. Its vision of giving every business the technology to succeed, combined with an outstanding reputation, sets it apart from the crowd.


Customization is key

Utilize was relying on an IT Service Management (ITSM) tool that simply wasn’t up to the task. Those on the Utilize IT team found themselves changing the way they worked to fit the solution, when it should have been the other way around. They knew the time had come to find a completely customizable solution that reduced the workload with automations and offered insight into the business through advanced reporting.

"The biggest benefit of Cherwell is its flexibility, it had to be fully customized to function in an MSP environment. On any given day, whatever we decide we want to add or integrate, it can be done." - Richard Burton, technology director, Utilize Plc

Saving time, saving money

In the search for a fully-featured ITSM solution, Utilize considered all of the leading vendors. The flexibility of Cherwell Service Management (CSM) and the fact that it’s codeless decided the contest.

With its previous solution, Utilize had almost no reporting. With CSM, the team now has the reporting data it needs to do the types of trend analysis that helps scale the business. They’ve also integrated CSM with Microsoft Power BI to enable reporting across all of their business systems.

Automations, almost non-existent with the previous solution, have been a boon to the IT staff in terms of hours saved. The integration of Microsoft Partner Centre with CSM has revolutionized some of Utilize’s most time-consuming business processes. Adjusting or renewing Microsoft Office 365 subscriptions used to be a multi-step process, requiring the involvement of three separate departments. Today, customers self-service their own adjustments via the Cherwell portal. This is saving Utilize IT more than 120 hours per month and has generated positive feedback from customers.

The introduction of CSM into the Utilize IT environment marked the first time the team had access to portal functionality. The portal is saving significant time with license management and invoices, a benefit that will only increase as more customers take advantage of this self-service option.

Utilize IT is also leveraging easily customizable dashboards, creating different dashboards for different teams and areas of the business. And they have status dashboards running on plasmas around the office.

Next up for Utilize is working on more automation and more billing system integrations.

"Using Cherwell has enabled us to grow the business, streamline, and bring efficiencies in." - Richard Burton, technology director, Utilize Plc

Business Impact

  • A true ITSM solution that has been customized for the MSP environment
  • Reporting data that helps Utilize grow its business
  • Automations, portals and dashboards that enable cost and time savings

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