cherwell service management · 2021. 1. 26. · cherwell® service management is a powerful,...

February 2020

PRODUCT SCORECARD

Cherwell Service ManagementIT Service Management Improving and Accelerating Enterprise

Software Evaluation and Selection

10125 Federal Drive, Suite 100Colorado Springs, COUnited States

(719) 386-7000

www.cherwell.com

https://www.linkedin.com/company/cherwell-software 71Reviews

http://ddr-reports-internal.infotech.com/reports/software-reviews/product-scorecard-2016/static/www.cherwell.com

https://www.linkedin.com/company/cherwell-software

Product Scorecard / Table of Contents

Cherwell Service ManagementProduct Scorecard ContentsExecutive Summary 3

Vendor Capability Satisfaction 4

Product Feature Satisfaction 5

Emotional Footprint 6

Reasons for Leaving or Joining 10

Module Satisfaction 12

Implementation 14

Staffing and Ownership 15

Selection Decisions 16

Market Size Comparison 17

Comparisons 18

How to Use the ScorecardThe Product Scorecard is a comprehensive report designed to help clients make better purchasingdecisions.

Data in the report is collected from real end users’ of the product and analyzed in an exhaustive fashionwith extensive data analytics.

Use this report to understand whether this product is right for your organization.

Product Scorecard / Executive Summary

NUMBER OF REVIEWS

71Cherwell ITSMIT SERVICEMANAGEMENT

Cherwell® Service Management is a powerful, flexible IT service management (ITSM) tool that enables IT teams to implement, automate, and modernize service and support processes to meet new and evolving needs—at a fraction of the cost and complexity associated with legacy ITSM tools. The Cherwell platform is exceptionally easy to customize and configure, which means your service desk can be truly "agile." Add new capabilities, integrate easily with third party applications, and extend the benefits of service management to other departments across the organization—in days, not months, and without needing an army of programmers.

www.cherwell.com

10125 Federal Drive, Suite 100Colorado Springs, COUnited States

The composite satisfaction score (Composite Score) is an average of four different areas of evaluation: Net Emotional Footprint, Vendor Capabilities, Product Features, and Likeliness to Recommend. The Net Emotional Footprint Score measures user emotional response ratings of the vendor (e.g. trustworthy, respectful, fair).

data-quadrant-awards

8.2/10 COMPOSITE SCORE

Likeliness to Recommend

Promoters 75%

Passives 18%

Detractors 7%

RANK OUT OF 16

2ndLIKELINESS TO RECOMMEND

88%IT SERVICE MANAGEMENT CATEGORY

Plan to Renew

Definitely 80%

Probably 17%

Probably Not 2%

Definitely Not 1%

RANK OUT OF 16

3rdPLAN TO RENEW


Satisfaction that Cost is Fair Relative to Value

Delighted 25%

Highly Satisfied 64%

AlmostSatisfied

11%

Disappointed 0%

RANK OUT OF 16

6thSATISFACTION


3

Product Scorecard / Vendor Capability Satisfaction

VendorCapability SatisfactionWhen making the right purchasing decision, use peer satisfaction ratings to decipher Cherwell Service Management’sstrengths and weaknesses, and determine which capabilities matter most to you. A scale of satisfaction ranging fromDisappoints, Almost Satisfies, Highly Satisfies, and Delights is applied to each core vendor capability providing an ability tounderstand satisfaction across several business and IT competencies.

How satisfied are you with the following Cherwell Service Management capabilities?

Ease of IT Administration

57%OF CLIENTSARE DELIGHTED

Ease of use of the backenduser interface.This data indicates whether ITpersonnel will be able to resolveissues and performconfigurations efficiently andeffectively.

Delights

HighlySatisfies

AlmostSatisfies

Disappoints

DEGREE OF SATISFACTION

Ranked

1stof 16 inIT ServiceManagement

87%SATISFACTION

77%CATEGORYAVERAGE

Ease of Customization


The ability to scale the solutionto a business’ unique needs.Don’t get bogged down in adifficult customization; use thisdata to make sure you can easilyachieve the functionality youneed for your particular situation.

Delights

HighlySatisfies

AlmostSatisfies

Disappoints


Ranked


86%SATISFACTION

74%CATEGORYAVERAGE

Business Value Created


The ability to bring value to theorganization.Software needs to create valuefor employees, customers,partners, and, ultimately,shareholders. This dataexpresses user satisfaction – orlack thereof – with the product’sbusiness value.

Delights

HighlySatisfies

AlmostSatisfies

Disappoints


Ranked


85%SATISFACTION

77%CATEGORYAVERAGE

Breadth of Features


The ability to perform a widevariety of tasks.Users prefer feature richsoftware that enables them toperform diverse series of tasks.This data expresses usersatisfaction with the product’sbreadth of features.

Delights

HighlySatisfies

AlmostSatisfies

Disappoints


Ranked

2ndof 16 inIT ServiceManagement

85%SATISFACTION

77%CATEGORYAVERAGE

Availability and Quality of Training


Quality training allowsemployees to take fulladvantage of the software.Effective and readily availabletraining enables users to get themost out of the software you’vechosen. Use this section to makesure your vendor’s trainingprograms and materials measureup.

Delights

HighlySatisfies

AlmostSatisfies

Disappoints


Ranked


80%SATISFACTION

74%CATEGORYAVERAGE

Quality of Features


The ability to perform at orabove industry standards.Feature quality is just asimportant as quantity. Use thisdata to determine if this productwill do what you’re purchasing itto do, easily, intuitively, reliably,and effectively.

Delights

HighlySatisfies

AlmostSatisfies

Disappoints


Ranked

3rdof 16 inIT ServiceManagement

82%SATISFACTION

77%CATEGORYAVERAGE

Usability and Intuitiveness


The ability to reduce trainingdue to intuitive design.End user learning curves cost theorganization money. Payattention to your end users’technical ability to determinehow important UX is in yourpurchase.

Delights

HighlySatisfies

AlmostSatisfies

Disappoints


Ranked


81%SATISFACTION

75%CATEGORYAVERAGE

Product Strategy and Rate of Improvement


The ability to adapt to marketchange.Vendors who don’t stay on top ofemerging needs and trends won’tenable you to meet your businessgoals. Use this data to separateinnovators from imposters.

Delights

HighlySatisfies

AlmostSatisfies

Disappoints


Ranked


78%SATISFACTION

74%CATEGORYAVERAGE

Ease of Implementation


The ability to implement thesolution without unnecessarydisruption.Successfully implementing newsoftware is necessary to realizeits full value and promote enduser adoption. This dataindicates whether or not theproduct is easy to implement.

Delights

HighlySatisfies

AlmostSatisfies

Disappoints


Ranked

4thof 16 inIT ServiceManagement

83%SATISFACTION

78%CATEGORYAVERAGE

Ease of Data Integration


The ability to seamlesslyintegrate data.Use this data to determinewhether the product will causeheadaches or make dataintegration easy.

Delights

HighlySatisfies

AlmostSatisfies

Disappoints


Ranked


79%SATISFACTION

75%CATEGORYAVERAGE

Vendor Support


The ability to receive timelyand sufficient support.The importance of vendorsupport will vary for eachorganization depending oninternal capabilities, but therewill always be issues that onlythe vendor can resolve.

Delights

HighlySatisfies

AlmostSatisfies

Disappoints


Ranked


79%SATISFACTION

78%CATEGORYAVERAGE

4

Product Scorecard / Product Feature Satisfaction

ProductFeature SatisfactionPay attention to the features you need for your scenario by evaluating peer feature satisfaction ratings. Tolerate lowscores on features that do not impact your business, instead focus on scores being high for features that matter. A scaleof satisfaction ranging from Disappoints, Almost Satisfies, Highly Satisfies, and Delights is applied to each feature coreto the IT Service Management market.

How satisfied are you with the following Cherwell Service Management features and functionalities?

IT SERVICE MANAGEMENT

MANDATORY FEATURES

Service Catalog


Ability to request products andservices through an onlinecatalog that integrates into theticketing system; may includean app store.

Delights

HighlySatisfies

AlmostSatisfies

Disappoints


Ranked


78%SATISFACTION

77%CATEGORYAVERAGE

End User Self Serve


Intuitive portal designed forend users to create incidenttickets, request services, andaccess status and FAQs.

Delights

HighlySatisfies

AlmostSatisfies

Disappoints


Ranked


78%SATISFACTION

77%CATEGORYAVERAGE

Multi-Site Functionality


Central management ofdispersed technicians,multiple time zones,operational hours, andautomated shiftreassignments.

Delights

HighlySatisfies

AlmostSatisfies

Disappoints


Ranked


77%SATISFACTION

77%CATEGORYAVERAGE

Reporting


Straightforward data storagewith ability to create anyreports easily. Dashboards forany role with ability to easilybuild and modify.

Delights

HighlySatisfies

AlmostSatisfies

Disappoints


Ranked


62%SATISFACTION

71%CATEGORYAVERAGE

Integrated Knowledge Management


Database integrated withticketing system for sharinginformation betweentechnicians, may be singlesource or have the ability tofederate multiple sources intoa single search.

Delights

HighlySatisfies

AlmostSatisfies

Disappoints


Ranked


68%SATISFACTION

75%CATEGORYAVERAGE

SECONDARY FEATURES

Technician Administration


Easily designed forms,templates, task management,and workflows using codelesscustomization.

Delights

HighlySatisfies

AlmostSatisfies

Disappoints


Ranked


84%SATISFACTION

79%CATEGORYAVERAGE

Integration With IT Tools


Integration with tools to assistthe user which enableconnection from within theticket, capturing informationas it is created.

Delights

HighlySatisfies

AlmostSatisfies

Disappoints


Ranked


80%SATISFACTION

73%CATEGORYAVERAGE

Business Application Integration


APIs available forstraightforward integrationwith multiple businesssystems such as ERP or CRM.

Delights

HighlySatisfies

AlmostSatisfies

Disappoints


Ranked


79%SATISFACTION

73%CATEGORYAVERAGE

Systems Management Integration


APIs available forstraightforward integrationwith multiple systemsmanagement tools such asnetwork monitoring to createtickets for action items. Mayinclude aggregated alerts,views and dashboards

Delights

HighlySatisfies

AlmostSatisfies

Disappoints


Ranked


79%SATISFACTION

77%CATEGORYAVERAGE

End User Support Solutions


Tools to benefit end users suchas single sign-on to self-serve,password reset, screencapture in ticket, dynamic FAQmatching to ticket key words.

Delights

HighlySatisfies

AlmostSatisfies

Disappoints


Ranked


74%SATISFACTION

77%CATEGORYAVERAGE

Multi Device Capability


Intuitive interface for anydevice for any role (end user,technician, approver) providingaccess via web or nativemobile app for end users andtechnicians.

Delights

HighlySatisfies

AlmostSatisfies

Disappoints


Ranked


67%SATISFACTION

75%CATEGORYAVERAGE

5

Product Scorecard / Emotional Footprint

CHERWELL SERVICE MANAGEMENT

Word CloudAs organizations become more and more dependent on software to automate andstreamline operations, users are developing strong emotional connections to theirapplications and vendors. The SoftwareReviews Word Cloud aggregates the mostcommonly experienced pain points and prevailing opinions held by its users. Use this at-a-glance summary to evaluate the vendor-client relationship and product effectiveness.Additional data about each of the emotional sentiments can be found on the followingpages.

WORD SIZE is driven by the strength of the sentiment.

Weak Strong

NEGATIVE POSITIVENEUTRAL

WORD COLOUR is driven by the number of reviews that share the sentiment.

CRITICAL

ENABLES PRODUCTIVITY

INCLUDES PRODUCT ENHANCEMENTSLOVE FAIR

PERFORMANCE ENHANCINGRESPECTFUL

HELPS INNOVATEINTEGRITY

RELIABLE

CONTINUALLY IMPROVING

INSPIRING

FRIENDLY NEGOTIATION

TRANSPARENTSECURITY PROTECTS

CLIENT'S INTEREST FIRSTALTRUISTIC

CLIENT FRIENDLY POLICIES

TRUSTWORTHY

UNIQUE FEATURES

CARING

EFFECTIVEGENEROSITYSAVES TIME

EFFICIENT

6


CHERWELL ITSMEmotionalFootprintImportance toProfessional SuccessHow important is Cherwell ITSM to your currentprofessional success?

Strength ofEmotional ConnectionOverall, describe the strength of your emotionalconnection to Cherwell ITSM

CRITICAL

88%

2%IRRELEVANT

LOVE

88%

2%HATE

B2B purchasing decisions not only rely on data and facts, but also gutinstinct and emotional inputs. A vendors’ Emotional Footprint can influencewhether a client chooses to do business with the organization. Theinformation displayed below represents the emotional sentiment held by endusers of the software based on their experience with the vendor. Responsesare captured on an eight-point scale.

EMOTIONAL SPECTRUM SCALE

NETEMOTIONALFOOTPRINTCHERWELL ITSM

+83

-4 -3 -2 -1 +1 +2 +3 +4

POSITIVENEGATIVE NEUTRAL

%POSITIVE

- %NEGATIVE

=NETEMOTIONALFOOTPRINT

Strategy andInnovation

A score ranging from minus 4 to plus 4 isapplied to each individual’s emotionalreaction to each question.

As a customer, please share your feelingsacross Cherwell ITSM's Strategy andInnovation

CONTINUALLY IMPROVING

93%

2%STAGNANT

INSPIRING

91%

2%DESPISED

INCLUDES PRODUCTENHANCEMENTS

90%

2%CHARGES FOR PRODUCT

ENHANCEMENTS

HELPS INNOVATE

89%

1%ROADBLOCK TO INNOVATION

APPRECIATES INCUMBENT STATUS

88%

4%LEVERAGES INCUMBENT STATUS

7


ServiceExperienceAs a customer, please share yourfeelings across Cherwell ITSM ServiceExperience

RESPECTFUL

94%

3%DISRESPECTFUL

CARING

87%

4%NEGLECTFUL

EFFICIENT

80%

5%BUREAUCRATIC

SAVES TIME

80%

11%WASTES TIME

EFFECTIVE

75%

12%FRUSTRATING

ProductExperienceAs a customer, please share yourfeelings across Cherwell ITSM's ProductImpact

RELIABLE

96%

2%UNRELIABLE

ENABLES PRODUCTIVITY

95%

2%RESTRICTS PRODUCTIVITY

UNIQUE FEATURES

92%

2%COMMODITY FEATURES

PERFORMANCE ENHANCING

88%

2%PERFORMANCE RESTRICTING

SECURITY PROTECTS

82%

4%SECURITY FRUSTRATES

Negotiation andContract ExperienceAs a customer, please share yourfeelings across Cherwell ITSM'sNegotiation and Contract

TRANSPARENT

94%

1%DECEPTIVE

FRIENDLY NEGOTIATION

88%

2%HARDBALL TACTICS

CLIENT'S INTEREST FIRST

83%

2%VENDOR'S INTEREST FIRST

GENEROSITY

81%

3%GREED

OVER DELIVERED

53%

6%OVER PROMISED

Problem ResolutionExperienceAs a customer, please share yourfeelings across Cherwell ITSM's ProductImpact

INTEGRITY

92%

1%LACK OF INTEGRITY

TRUSTWORTHY

91%

3%BIG FAT LIARS

FAIR

89%

0%UNFAIR

CLIENT FRIENDLY POLICIES

86%

3%VENDOR FRIENDLY POLICIES

ALTRUISTIC

84%

0%SELFISH

8


Relationships and

InteractionWhen interacting with Cherwell Service Management your peers express the following positive and negative sentiments across severalteams. Use this to assess this vendors’ service orientation and ease of partnership.

Based on your interactions and relationships with Cherwell Service Management, please summarize what you experienced

91% POSITIVESENTIMENTS

2% NEGATIVESENTIMENTS

NETRELATIONSHIP

FOOTPRINT+89

Sales TeamEFFECTIVE / KNOWLEDGEABLE

62%

19%INEFFECTIVE / UNHELPFUL

FRIENDLY / CARING

58%

19%INDIFFERENT / UNPLEASANT

Technical and Product SpecialistsEFFECTIVE / KNOWLEDGEABLE

93%


FRIENDLY / CARING

93%


Client Service TeamEFFECTIVE / KNOWLEDGEABLE

91%


FRIENDLY / CARING

100%


Leadership TeamEFFECTIVE / KNOWLEDGEABLE

80%


FRIENDLY / CARING

80%


9

Product Scorecard / Reasons for Leaving and Joining

1 PERSON HASJOINED

0%MORE SATISFIED

1 PERSON HASJOINED

80%MORE SATISFIED

LeavingCherwell Service ManagementWhen leaving a vendor try to understand whether the move has increased or decreasedsatisfaction to determine if it was the right decision. Assess how many people are leaving andwhy to determine if selecting them is the right decision.

Which product did you use prior to Cherwell Software? How much more or less satisfied are you withCherwell Software than you were with your previous vendor? Why did you switch?

2 people havereported leaving

Cherwell Service Management

PEOPLE ARE

34%MORE SATISFIEDWITH THEIR NEWVENDOR ONAVERAGE

Primary Reason for Leaving Cherwell Service Management Companies face different issues with different vendors that spark a need to changesoftware. See the top reasons peers tend to leave Cherwell Service Management and whothey tend to leave for.

COST FUNCTIONALITY SERVICES ARCHITECTURE CHANGING NEEDS POLITICAL REASONS VENDOR RATIONALIZATION USABILITY OTHER

0%50%

0% 0% 0% 0% 0% 0%50%

10

Product Scorecard / Reasons for Leaving and Joining

Joining Cherwell Service ManagementSee why clients left which previous vendors for Cherwell Service Management and theiraverage increase or decrease in satisfaction with that move. Determine if your reasonsfor selecting match the most common ones, and predict your own change in satisfactionby looking at your peers.

11 PEOPLEHAVE LEFT

PRIMARY REASON FORLEAVING

5 PEOPLEHAVE LEFT


4 PEOPLEHAVE LEFT


6 PEOPLEHAVE LEFT

ALLOTHER

VENDORS


38% MORE SATISFIEDWITH 51% MORE SATISFIED

WITH 82% MORE SATISFIEDWITH 27% MORE SATISFIED

WITH

26 people are 45% more satisfied with Cherwell Service Management over theirprevious vendor on average

Cost

Functionality

Services

Architecture

Changing Needs

Political Reasons

Vendor Rationalization

Usability

Other

Cost

Functionality

Services

Architecture

Changing Needs

Political Reasons


Usability

Other

Cost

Functionality

Services

Architecture

Changing Needs

Political Reasons


Usability

Other

Cost

Functionality

Services

Architecture

Changing Needs

Political Reasons


Usability

Other

11

Product Scorecard / Licensing and Cost

What Discounts areAvailable?Every company provides discounts, but pricing flexibility changes per vendor.

Have you been able to negotiate a discount or price reduction?

39%OF ORGANIZATIONS HAVERECEIVED DISCOUNTS AT INITIALPURCHASE OR AT RENEWAL

Primary Reason ForDiscount

Reasons for discounts vary. Analyze themost popular types of discounts providedfrom Cherwell Service Management.

Please select the primary reason for thediscount or price reduction.

Discount % Provided What percent discount or price reductiondid you receive or negotiate from the initiallist price?

% OFRESPONDENTS

% OF DISCOUNT 0% 6 - 10% 11 - 25% 26 - 50% 51+%

What are Clients of CherwellService Management Planningto Spend Next Year?Please indicate your expected percentage increase or decrease due to adding or removing modules or services next year, as well as the expectedpercentage increase or decrease in cost per license.

Based on satisfaction, and broken up into buckets of thirds, see whether satisfaction correlates with anticipated spend.

BOTTOM 3RDRANKEDSATISFACTION

MIDDLE 3RDRANKEDSATISFACTION

TOP 3RDRANKEDSATISFACTION

COST PERLICENSE

7%COST PERLICENSE

2%COST PERLICENSE

0%

# OFLICENSES

10%# OF

LICENSES

6%# OF

LICENSES

10%

ADD-ONCOSTS

11%ADD-ONCOSTS

8%ADD-ONCOSTS

10%

Government, NFP, or Public …Multi-Year CommitmentOptimized Usage or LicensesVendor Management and Ne…Volume Purchase

Legend10%

29%

32%

19%

10%

61%

14%11% 10% 4%

13

Product Scorecard / Staffing and Ownership

Staffing and Ownership Be prepared. Ensure you staff the maintenance of Cherwell Service Management correctly or risk dissatisfaction. See howlikeliness to recommend, satisfaction with the ease of IT administration and satisfaction with the ease of customization correlateswith the amount of staff supporting and maintaining the software. Determine how many support staff and developers you’ll need tobe successful and what they’ll cost.

NUMBER OF IT SUPPORT STAFFREQUIRED

LIKELINESS TO RECOMMENDEASE OF IT ADMINISTRATIONSATISFACTION

EASE OF CUSTOMIZATIONSATISFACTION

6%WITH ~8 MORE

STAFF

8%WITH ~8 MORE

STAFF

2%WITH ~8 MORE

STAFF

92%WITH ~2 STAFF

91%WITH ~2 STAFF

86%WITH ~2 STAFF

3%WITH ~1 LESS

STAFF

6%WITH ~1 LESS

STAFF

13%WITH ~1 LESS

STAFF

NUMBER OF DEVELOPERSREQUIRED

LIKELINESS TO RECOMMENDEASE OF IT ADMINISTRATIONSATISFACTION

EASE OF CUSTOMIZATIONSATISFACTION

2%WITH ~2 MORE

STAFF

15%WITH ~2 MORE

STAFF

1%WITH ~2 MORE

STAFF

90%WITH ~2 STAFF

97%WITH ~2 STAFF

88%WITH ~2 STAFF

4%WITH ~1 LESS

STAFF

6%WITH ~1 LESS

STAFF

6%WITH ~1 LESS

STAFF

$138K $130K $120K $115K

$95K $92K $90K $90K $85K $80K $80K $80K

$71K $71K $70K $68K $65K $65K $64K $60K

$50K $50K $50K $45K $43K $35K

$138K $130K $120K $120K $115K $113K $110K

$90K $90K $85K $80K $80K $80K $80K $80K

$75K $75K $71K $65K $64K $60K $60K $55K

$50K $50K $50K $40K $35K

Staff SalariesSALARY SUPPORT

$100K + 12%

$76 - $100K 32% MORE

$51 - $75K 32% MORE

$31 - $50K 18%

<= $30K 0%

SALARY DEVELOPERS

$100K + 21%

$76 - $100K 35% MORE

$51 - $75K 29% MORE

$31 - $50K 15%

<= $30K 0%

Established Clear Ownership

IT OWNERONLY

44%

NOOWNER

--%

BUSINESSAND ITOWNER

56%

BUSINESSOWNER ONLY

--%

Ownership Satisfaction

0 STAFF

1 STAFF

2 STAFF

3 STAFF

4-5 STAFF

6-10 STAFF

11+ STAFF

4%

31%

34%

8%

6%

9%

8%

0 STAFF

1 STAFF

2 STAFF

3 STAFF

4-5 STAFF

6-10 STAFF

11+ STAFF

6%

34%

37%

13%

6%

2%

2%

BUSINESS AND IT OWNER

BUSINESS OWNER ONLY

NO OWNER

IT OWNER ONLY

88%

0%

0%

89%

15

Product Scorecard / Selection Decisions

How SelectionDecisions are Made

Spend the right amount of time making yourdecision. See how formal peers’ selectionprocesses are to allocate appropriate resourcing forthis project.

How much time and effort (in weeks) was spentmaking your selection decision?

Who Made theSelection

Involve the right people when purchasing. See whopeers’ involved in the decision to ensure you’reinvolving the right mix of business and IT.

How many people were involved in the followingcapacities during this vendor selection decision?

# ofDecisionMakers

Businessand ITInvolvement

# ofInfluencers

SelectionMethodologySoftware that is integral to the business needs a full, formal, front-to-backselection process which takes time and resources. Some software can bepurchased with less involvement. Understand what process you shouldundertake.

Selection Process,Oversight,and ApprovalWhat processes, oversights, and approvals were used in your evaluation andselection process?

Discover the most popular types of selection processes, oversights, andapprovals used for Cherwell Service Management. Because companies mayuse more than one process when selecting software, these percentages don'tnecessarily add to 100%.

FORMAL INFORMAL

How Effective is theSelection Process 84% EFFECTIVE

% O

F RESPON

DENTS

1 WEEK 2 WEEKS 3-5 WEEKS 6-10 WEEKS 11-20 WEEKS 21+ WEEKS

0% 5% 19% 39% 19% 18%

0 1 2-4 5-8 9+

0% 3% 33% 49% 15%

IT ONLY MIXED BUSINESS ONLY

10%

90%0%

0 1 2-4 5-8 9+

IT ONLY

0% 14%

57%

29% 0%

0 1 2-4 5-8 9+

MIXED

0% 0% 39% 43% 18%

0 1 2-4 5-8 9+

BUSINESS ONLY

0%

100%

0% 0% 0%

Enterprise ArchitectureOversight and Approval

Procurement or LegalOversight and ApprovalSecurity Oversight and

Approval

Used a Consultant

Used an RFP Process

Used Formal Decision Criteria

Used ROI or Cost BenefitAnalysis

Used Third Party Data orReports

29%

29%

21%

8%

79%

61%

37%

32%

16

cherwell service management · 2021. 1. 26. · cherwell® service management is a powerful,...

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