Previously, we used a form that was completed using SharePoint. There was no correlation to our framework and we were unable to generate any dashboard insight.

We also do ServiceNow implementations. ServiceNow is kind of the gold standard.

We didn't previously use a different solution.

We used another ITSM solution that was ITIL framed, and did not have the ability to adapt to business process rules. So we switched, as Cherwell has the capability to create, and operate, any process besides the basic ITSM-ITIL framework.