Product News and Announcements

Colorado Springs, CO, March 24, 2010 – Cherwell Software, Inc. (“Cherwell”), the developer of Cherwell Service Management™, today announced that its company was among the select companies that Forrester Research, Inc. invited to participate in its research report entitled, “Market Overview:  IT Service Management Support Tools.”  In this Market Overview, published March 22, 2010, Cherwell Software is cited by Forrester as an “Emerging Leader” in the IT Service Management enterprise space.

The report defines an Emerging Leader as, “These service desk management vendors have less visibility, less market share, and in some cases limited geographic coverage, but their scalability and functionality reach that of the megavendors. These vendors focus on the IT service desk customer and creating solutions that can be implemented relatively quickly. The solutions of these vendors have solid product functionality and features at a very competitive price.”

“We are honored that Forrester considers us an Emerging Leader,” said Vance Brown, CEO of Cherwell Software.  “Since our inception we have focused on providing organizations with enterprise power at an affordable price.”

Brown continues, “Traditional IT organizations are evolving.  Our customers will attest that the unparalleled ability to easily configure our Cherwell tool, together with its ease of use, affordable price, and choice in deployment (either On-Premise or On-Demand SaaS) are making us a market leader.”

The Forrester Report not only segmented the various Service Management Tools, it also discusses the changing role of the Service Desk and reviewed some of the key technologies being offered in leading Service Management Tools today.

Download a complimentary copy of this independent research report by clicking on this link.

US-Based Company Replaces Leading Service Management Software Solution with Cherwell; Documented Total Benefits Exceed $840,000!

Cherwell Software, a leader in developing ITIL® and PinkVerify™ IT Service Management software solutions that bring enterprise-level functionality at a mid-market price, commissioned Forrester Research to conduct their Total Economic Impact™ (TEI) study for an enterprise organization who has implemented Cherwell Service Management software. Forrester Research noted “the ROI for the organization is 108% with a break-even point (payback period) of 9.7 months after deployment.”

The case study featured an enterprise company that replaced a leading legacy service management software solution with Cherwell Service Management. The Forrester TEI study found, ‘the main quantified benefits for the organization were: 1) productivity savings from improved service management processes such as incident and problem management; 2) the avoidance of software maintenance fees due to the replacement of the previous purchased service management solution; 3) the avoidance of administrative costs from the previously purchased service management solution; and 4) additional savings from development of a project and portfolio management solution using Cherwell Service Management. These benefits comprise a net present value (NPV) of $842,182 over a three-year analysis.”

The study went on to document, “the main modules the organization uses are Incident Management, Problem Management, Knowledge Management, CMDB and Service Catalog. While the organization initially intended to deploy Cherwell out of the box, as the organization refined and improved its processes, it realized that it needed a more customizable approach. The organization confirmed that the flexibility and configuration capabilities of Cherwell Service Management allowed it to easily implement these customizations without needed to find software developer resources. As the ITSM systems administrator for the organization noted, “ITIL is a framework; you still have to understand the concept and see how you can apply it in your company to create value. This is where I’m glad [we chose Cherwell Management], as it was easy to customize and simple to implement. The tool is so powerful and flexible. We have this infrastructure in place that if there is a business need, the first question is ‘Can we do that in Cherwell?”

The Forrester TEI Study documents the savings and benefits, including improved reporting, improved accountability and better perception of IT through improved customer service, along with additional details. The full report is available for download at http://www.cherwellsoftware.com/analyst-reviews.