List of Cherwell ITIL Customers
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Since 2010, our global team of researchers has been studying Cherwell ITIL customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Cherwell ITIL for Incident Management from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Cherwell ITIL for Incident Management include: McKesson Europe AG, a Germany based Distribution organisation with 36917 employees and revenues of $24.00 billion, SC Jhonson, a United States based Manufacturing organisation with 13000 employees and revenues of $11.30 billion, Sonic Healthcare, a Australia based Healthcare organisation with 45000 employees and revenues of $6.84 billion, Durr, a Germany based Manufacturing organisation with 20500 employees and revenues of $4.60 billion, Imerys, a France based Oil, Gas and Chemicals organisation with 13700 employees and revenues of $4.13 billion and many others.
Contact us if you need a completed and verified list of companies using Cherwell ITIL, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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ACMI Group | Professional Services | 50 | $5M | France | Ivanti | Cherwell ITIL | Incident Management | 2014 | n/a |
In 2014, ACMI Group implemented Cherwell ITIL for Incident Management to centralize IT service desk handling of requests and incidents. The deployment targeted a 50 person professional services firm in France and was scoped to bring consistent ticketing and incident workflows to the company IT function.
The Cherwell ITIL implementation focused on core incident and request management capabilities, including ticket lifecycle orchestration, configurable workflows, service catalog driven request fulfillment, and SLA tracking. Cherwell ITIL was configured to support ITIL aligned incident handling, prioritization, categorization and escalation procedures used by the service desk.
Operationally, ACMI Group managed requests and incidents with GLPI, HPSM and Cherwell, resulting in an environment where Cherwell ITIL operated alongside GLPI and HPSM for distinct request streams and historical records. The implementation narrative indicates coexistence of multiple ticketing systems within IT rather than immediate consolidation to a single tool.
Governance and process work accompanied the technical deployment, with ticket ownership rules, incident lifecycle policies and standard operating procedures updated to reflect Cherwell ITIL workflows. Rollout and configuration were concentrated on the IT support teams, supported by documentation and training to standardize use of Cherwell ITIL across the service desk.
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Department of Premier and Cabinet NSW | Government | 894 | $2.5B | Australia | Ivanti | Cherwell ITIL | Incident Management | 2015 | n/a |
In 2015 the Department of Premier and Cabinet NSW implemented Cherwell ITIL to provide centralized Incident Management for executive-facing IT support. The implementation was specifically scoped to deliver first and second level service desk capability to Ministers and the NSW Premier, and to support a coordinated office relocation from Circular Quay to Martin Place while maintaining operations at Parliament House.
Cherwell ITIL was used as the primary Cherwell Service Management logging system to capture incidents and service requests, drive ticket lifecycle workflows, and record resolution activity. Operational capabilities implemented included phone, email and face to face intake, incident logging, desktop and laptop rebuilds and reimaging, device provisioning for iPhones, iPads and Blackberries, and on-call rotation for after hours support.
The service desk environment integrated with on-premise platforms and device management tools described in operational notes, including Blackberry Enterprise Server for Blackberry provisioning and configuration, Citrix delivered application access support, RSA token provisioning and RSA soft token configuration on mobile devices, and Good Enterprise email installation on iOS devices. Operational coverage included regular maintenance and PC checks at Parliament House Macquarie Street, face to face support on parliamentary seating days, and physical relocation activities such as moving and reconnecting PCs between sites.
Governance and operational practices emphasized disciplined ticketing and on-call procedures, with Cherwell logging used to enforce incident handoffs and track hardware escalation when vendor technician engagement was required. The implementation focused on stabilizing executive support workflows and embedding standard service desk processes across desktop maintenance, mobile device setup, and secure remote access provisioning.
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Durr | Manufacturing | 20500 | $4.6B | Germany | Ivanti | Cherwell ITIL | Incident Management | 2012 | n/a |
In 2012, Durr implemented Cherwell ITIL as its Incident Management platform. The deployment established Cherwell ITIL as the Ticketsystem Cherwell Service Management to standardize incident capture and ticketing across the companys IT service operations and endpoint security functions. The program targeted IT service desks and infrastructure teams to centralize incident intake and triage workflows.
Cherwell ITIL was configured with core incident lifecycle management, ticket routing, service catalog items, and escalation templates aligned to Incident Management practices. The implementation integrated explicitly with the corporate VPN and with Bitlocker management workflows, and it linked to Topcon Asset Management to surface device inventory and encryption state into incident records. Asset correlation and security status were incorporated into ticket fields to accelerate identification of affected endpoints.
The deployment emphasized role based access controls and ITIL aligned process templates to govern incident ownership, escalation, and SLA tracking. Operational governance changes concentrated on formalizing triage procedures, handoff points between infrastructure and security teams, and the use of asset-informed remediation workflows. This configuration positioned Cherwell ITIL to connect Incident Management with endpoint security controls and asset management at Durr.
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Automotive | 3000 | $1.1B | Germany | Ivanti | Cherwell ITIL | Incident Management | 2010 | n/a |
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Oil, Gas and Chemicals | 13700 | $4.1B | France | Ivanti | Cherwell ITIL | Incident Management | 2011 | n/a |
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Oil, Gas and Chemicals | 5000 | $4.1B | Australia | Ivanti | Cherwell ITIL | Incident Management | 2018 | n/a |
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Distribution | 36917 | $24.0B | Germany | Ivanti | Cherwell ITIL | Incident Management | 2015 | n/a |
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Professional Services | 3900 | $860M | France | Ivanti | Cherwell ITIL | Incident Management | 2013 | n/a |
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Banking and Financial Services | 1877 | $1.3B | Australia | Ivanti | Cherwell ITIL | Incident Management | 2019 | n/a |
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Manufacturing | 13000 | $11.3B | United States | Ivanti | Cherwell ITIL | Incident Management | 2018 | n/a |
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Buyer Intent: Companies Evaluating Cherwell ITIL
- ALKU, a United States based Professional Services organization with 500 Employees
- Ryze Digital, a Germany based Media company with 200 Employees
- Qentelli, a United States based Professional Services organization with 190 Employees
Discover Software Buyers actively Evaluating Enterprise Applications
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