Challenger: Cherwell Software
Cherwell Software ranks No. 4 for both vision and execution on Gartner’s Magic Quadrant. The Colorado Springs-based company’s Cherwell Service Management product provides ITSM capabilities built on a low-code platform and extension into other business workflows. Recent launches from Cherwell include a new UI, Slack Integration, sentiment analysis and virtual agent updates.
Sophos Gartner 2020 Data
Strength: Cherwell has captured significant mind share among Gartner clients looking at intermediate ITSM tools. Gartner said it was the second most frequently shortlisted vendor by its clients last year, as well as previous years.
Weakness: Cherwell’s innovation has lagged behind many of its closest competitors. “Several new features released were incomplete, lacking capabilities found standard in other tools -- for example, live chat integration lacking basic presence detection,” said Gartner.
Sophos Gartner 2020
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