Cherwell Software Recognized as a 2021 Gartner Peer Insights Customers’ Choice for IT Service Management Tools (ITSM)

The Gartner Peer Insights Customers' Choice Distinction Is Based on Feedback and Ratings From End-User Professionals Who Have Experience Purchasing, Implementing and/or Using the Product or Service

COLORADO SPRINGS, Co.--()--Cherwell Software, a global leader in delivering service experiences through integrated, adaptable technology that makes work flow, has been named a Customers’ Choice in the March 2021 Gartner Peer Insights ‘Voice of the Customer’ for IT Service Management Tools report. Cherwell Software received a four-and-a-half-out-of-five star rating with 140 verified reviews – ranking them comparatively in ITSM category among seven companies overall.

The Gartner Peer Insights Customers’ Choice Distinction is based on feedback from end users at companies who have purchased, implemented and/or used Cherwell Software. According to the report, to qualify, “vendors must have a product that is listed in this market on Gartner Peer Insights, have their overall rating (out of 5 stars) above or equal to the mean rating for that market, and receive 50 or more eligible published customer reviews during the one-year submission period. In addition, customer reviews must be representative of a broad mix of enterprise clients from different industries, company sizes and deployment regions.” Some of the reviews left by Cherwell customers include:

  • Our ESM success is because Cherwell is an amazing platform. Our overall experience with Cherwell has been outstanding and we are extremely happy with the decision we made 4-years ago to change ITSM platforms to Cherwell. They are flexible, have an excellent licensing model, a great professional service organization and a friendly tech support team.”
  • Cherwell's ITSM Can Be Made to Do What It Needs to Do. Cherwell as an ITSM is a huge step up from where we were just a year ago. There's a lot more we're looking to do with the tool and the robustness of the framework allows us to build a lot onto the content layers. One thing I always say about Cherwell is that if you want it to do something, it can be made to do it.”

"We are honored to be named a 2021 Customers' Choice for IT Service Management tools. We believe, this distinction is a testament to our company's mission and ongoing commitment to deliver exceptional support and experiences to our customers and those within our partner ecosystem," said Crystal Miceli, VP, Product & Customer Marketing, Cherwell Software. "We are excited to take our innovation and growth to the next level and further distinguish ourselves from our competitors as a leader in the ITSM space across several growing markets. Thank you to our customers for selecting our platform, trusting our capabilities, and for sharing their experiences for us to receive this recognition."

Gartner defines the IT Service Management market as “tools [that] enable IT operations organizations, specifically infrastructure and operations (I&O) managers, to better support the production environment. ITSM tools facilitate the tasks and workflows associated with the management and delivery of quality IT services. These are most heavily used by IT service desks and IT service delivery functions.”

To see the full list of vendors in the March 2021 Gartner Peer Insights Customers' Choice for IT Service Management, click here.

Gartner disclaimer

Gartner Peer Insights Customers’ Choice constitute the subjective opinions of individual end-user reviews, ratings, and data applied against a documented methodology; they neither represent the views of, nor constitute an endorsement by, Gartner or its affiliates.

About Cherwell Software

Cherwell (@Cherwell) empowers organizations to transform their business through the rapid adoption and easy management of digital services. Cherwell’s adaptable platform has enabled thousands of organizations to modernize their business operations with customizable service management, automation, and reporting across the enterprise. For more information, visit:

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Last updated March 23, 2020


Maribeth Darling, ICR


Maribeth Darling, ICR