Cherwell Service Management · 2021. 1. 26. · Cherwell® Service Management is a powerful,...
Transcript of 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
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
97%IT SERVICE MANAGEMENT CATEGORY
Satisfaction that Cost is Fair Relative to Value
Delighted 25%
Highly Satisfied 64%
AlmostSatisfied
11%
Disappointed 0%
RANK OUT OF 16
6thSATISFACTION
79%IT SERVICE MANAGEMENT CATEGORY
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
57%OF CLIENTSARE DELIGHTED
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
DEGREE OF SATISFACTION
Ranked
1stof 16 inIT ServiceManagement
86%SATISFACTION
74%CATEGORYAVERAGE
Business Value Created
51%OF CLIENTSARE DELIGHTED
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
DEGREE OF SATISFACTION
Ranked
1stof 16 inIT ServiceManagement
85%SATISFACTION
77%CATEGORYAVERAGE
Breadth of Features
50%OF CLIENTSARE DELIGHTED
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
DEGREE OF SATISFACTION
Ranked
2ndof 16 inIT ServiceManagement
85%SATISFACTION
77%CATEGORYAVERAGE
Availability and Quality of Training
36%OF CLIENTSARE DELIGHTED
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
DEGREE OF SATISFACTION
Ranked
2ndof 16 inIT ServiceManagement
80%SATISFACTION
74%CATEGORYAVERAGE
Quality of Features
44%OF CLIENTSARE DELIGHTED
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
DEGREE OF SATISFACTION
Ranked
3rdof 16 inIT ServiceManagement
82%SATISFACTION
77%CATEGORYAVERAGE
Usability and Intuitiveness
39%OF CLIENTSARE DELIGHTED
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
DEGREE OF SATISFACTION
Ranked
3rdof 16 inIT ServiceManagement
81%SATISFACTION
75%CATEGORYAVERAGE
Product Strategy and Rate of Improvement
33%OF CLIENTSARE DELIGHTED
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
DEGREE OF SATISFACTION
Ranked
3rdof 16 inIT ServiceManagement
78%SATISFACTION
74%CATEGORYAVERAGE
Ease of Implementation
43%OF CLIENTSARE DELIGHTED
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
DEGREE OF SATISFACTION
Ranked
4thof 16 inIT ServiceManagement
83%SATISFACTION
78%CATEGORYAVERAGE
Ease of Data Integration
36%OF CLIENTSARE DELIGHTED
The ability to seamlesslyintegrate data.Use this data to determinewhether the product will causeheadaches or make dataintegration easy.
Delights
HighlySatisfies
AlmostSatisfies
Disappoints
DEGREE OF SATISFACTION
Ranked
5thof 16 inIT ServiceManagement
79%SATISFACTION
75%CATEGORYAVERAGE
Vendor Support
37%OF CLIENTSARE DELIGHTED
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
DEGREE OF SATISFACTION
Ranked
9thof 16 inIT ServiceManagement
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
36%OF CLIENTSARE DELIGHTED
Ability to request products andservices through an onlinecatalog that integrates into theticketing system; may includean app store.
Delights
HighlySatisfies
AlmostSatisfies
Disappoints
DEGREE OF SATISFACTION
Ranked
7thof 16 inIT ServiceManagement
78%SATISFACTION
77%CATEGORYAVERAGE
End User Self Serve
29%OF CLIENTSARE DELIGHTED
Intuitive portal designed forend users to create incidenttickets, request services, andaccess status and FAQs.
Delights
HighlySatisfies
AlmostSatisfies
Disappoints
DEGREE OF SATISFACTION
Ranked
8thof 16 inIT ServiceManagement
78%SATISFACTION
77%CATEGORYAVERAGE
Multi-Site Functionality
28%OF CLIENTSARE DELIGHTED
Central management ofdispersed technicians,multiple time zones,operational hours, andautomated shiftreassignments.
Delights
HighlySatisfies
AlmostSatisfies
Disappoints
DEGREE OF SATISFACTION
Ranked
9thof 16 inIT ServiceManagement
77%SATISFACTION
77%CATEGORYAVERAGE
Reporting
23%OF CLIENTSARE DELIGHTED
Straightforward data storagewith ability to create anyreports easily. Dashboards forany role with ability to easilybuild and modify.
Delights
HighlySatisfies
AlmostSatisfies
Disappoints
DEGREE OF SATISFACTION
Ranked
14thof 16 inIT ServiceManagement
62%SATISFACTION
71%CATEGORYAVERAGE
Integrated Knowledge Management
16%OF CLIENTSARE DELIGHTED
Database integrated withticketing system for sharinginformation betweentechnicians, may be singlesource or have the ability tofederate multiple sources intoa single search.
Delights
HighlySatisfies
AlmostSatisfies
Disappoints
DEGREE OF SATISFACTION
Ranked
16thof 16 inIT ServiceManagement
68%SATISFACTION
75%CATEGORYAVERAGE
SECONDARY FEATURES
Technician Administration
45%OF CLIENTSARE DELIGHTED
Easily designed forms,templates, task management,and workflows using codelesscustomization.
Delights
HighlySatisfies
AlmostSatisfies
Disappoints
DEGREE OF SATISFACTION
Ranked
1stof 16 inIT ServiceManagement
84%SATISFACTION
79%CATEGORYAVERAGE
Integration With IT Tools
32%OF CLIENTSARE DELIGHTED
Integration with tools to assistthe user which enableconnection from within theticket, capturing informationas it is created.
Delights
HighlySatisfies
AlmostSatisfies
Disappoints
DEGREE OF SATISFACTION
Ranked
2ndof 16 inIT ServiceManagement
80%SATISFACTION
73%CATEGORYAVERAGE
Business Application Integration
30%OF CLIENTSARE DELIGHTED
APIs available forstraightforward integrationwith multiple businesssystems such as ERP or CRM.
Delights
HighlySatisfies
AlmostSatisfies
Disappoints
DEGREE OF SATISFACTION
Ranked
3rdof 16 inIT ServiceManagement
79%SATISFACTION
73%CATEGORYAVERAGE
Systems Management Integration
30%OF CLIENTSARE DELIGHTED
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
DEGREE OF SATISFACTION
Ranked
7thof 16 inIT ServiceManagement
79%SATISFACTION
77%CATEGORYAVERAGE
End User Support Solutions
22%OF CLIENTSARE DELIGHTED
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
DEGREE OF SATISFACTION
Ranked
12thof 16 inIT ServiceManagement
74%SATISFACTION
77%CATEGORYAVERAGE
Multi Device Capability
20%OF CLIENTSARE DELIGHTED
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
DEGREE OF SATISFACTION
Ranked
15thof 16 inIT ServiceManagement
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
Product Scorecard / Emotional Footprint
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
Product Scorecard / Emotional Footprint
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
Product Scorecard / Emotional Footprint
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%
0%INEFFECTIVE / UNHELPFUL
FRIENDLY / CARING
93%
0%INDIFFERENT / UNPLEASANT
Client Service TeamEFFECTIVE / KNOWLEDGEABLE
91%
0%INEFFECTIVE / UNHELPFUL
FRIENDLY / CARING
100%
0%INDIFFERENT / UNPLEASANT
Leadership TeamEFFECTIVE / KNOWLEDGEABLE
80%
0%INEFFECTIVE / UNHELPFUL
FRIENDLY / CARING
80%
0%INDIFFERENT / UNPLEASANT
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
PRIMARY REASON FORLEAVING
4 PEOPLEHAVE LEFT
PRIMARY REASON FORLEAVING
6 PEOPLEHAVE LEFT
ALLOTHER
VENDORS
PRIMARY REASON FORLEAVING
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
Vendor Rationalization
Usability
Other
Cost
Functionality
Services
Architecture
Changing Needs
Political Reasons
Vendor Rationalization
Usability
Other
Cost
Functionality
Services
Architecture
Changing Needs
Political Reasons
Vendor Rationalization
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