Cherwell Service Management Software


 

Cherwell Service Management is a highly configurable service management platform offering both cloud, third party hosted and on-premise deployment. Cherwell’s Software-as-a-Service (SaaS) hosting infrastructure offers the highest availability infrastructure in the industry, and its flexible licensing models include provisions for concurrent licenses.

Cherwell Service Management's extensive customizability allows departments to tailor the platform to their native workflow processes. This flexibility also makes the platform highly scalable, ensuring it can grow in sync with the organization and its workload.

One of Cherwell Service Management’s central features is its collaborative self-service portal. This channel is used widely to increase customer satisfaction and employee productivity. Equally scalable, Cherwell’s self-service system allows multiple independent portals to be consolidated into a single site, driving higher usage levels with a more comprehensive knowledgebase.

 

Cherwell Service Management - Service catalog
 
  • Cherwell Service Management - Service catalog
    Service catalog
  • Cherwell Service Management - Computer details
    Computer details
  • Cherwell Service Management - Dashboard
    Dashboard
  • Cherwell Service Management - Employee location
    Employee location
  • Cherwell Service Management - Alerts
    Alerts
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Web browser (OS agnostic), Windows 2000, Windows 8

99 Reviews of Cherwell Service Management

 

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Software Advice Reviews (1)
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Showing 1-1 of 1

Michael from Loricca
Specialty: Consulting
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2017

May 2017

Don't believe the hype

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Took them over 3 months to get the promised software to me and then it was beta. Another 2 months and its still not released and will break any changes we make to the beta version.

Pros

The product is flexible and can be made to do quite a bit. The installation is pretty easy and the hardware requirements are modest.

Cons

The claims that it doesn't require development is overstated as it requires someone with development skills to modify the application. Be sure to test any out of the box functionality you are promised before buying as we were sorely disappointed.

 
 
 
Showing 1-20 of 98

Picaso from Ace Hardware Corporation
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

July 2017

July 2017

A lot of features and functionality, plus easy to configure.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

I was involved in the selection process, we met with CA, ServiceNow, Landesk, and two others. Cherwell hands down was the best we viewed because of what you get out of the box, the ability to make tweaks, those tweaks do not get in the way of upgrades, upgrades are rather easy and painless, they have other functionality that will bolt on to the tool by simply importing a file, it is offered at a fairly affordable price although I think all vendors quotes we received were expensive in my book but what can you do, in this case Cherwell was lower than others, and unlike some their licensing model is a blessing.

Pros

That it is fairly easy to configure. The administration course contained a lot of information but once you start to play with it and build things out its sort of like riding a bike for the first time, well maybe more like flying a plane for the first time.

Cons

The overall look of the ticking window, very busy, a bit confusing for new users to figure out exactly what to fill in and where to go next on the page. Different sections, different font sizes, the colors, etc. make a bit difficult to navigate around. Again, you learn it over time, but if it's your first time using it, or with our IT staff some people rarely use it, this can make it difficult to know where to navigate. We are still in the testing/learning phase and about to go live, it will be interesting to see if our system administrators continue to develop and enhance the system over time, which the should do because in the week long administration class we saw first hand how powerful this tool can be, or will they just leave it as is which is a rather simplistic go-live model.

Source: Capterra
 

Sean from Beca

July 2017

July 2017

Used for tracking our incident, service request and change management

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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Support

Able to quickly create new incidents, service requests or change requests that can then be sent to the right people for action or approval.

Pros

Looks to be very flexible, I'm a user rather than setting it up but the forms look like they are very easy to set up and you can pretty much do whatever you need as part of getting the right information for the ticket being logged.

Source: Capterra
 

Michele from Ace Hardware Corporation
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

June 2017

June 2017

New user. Entering knowledge articles.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Functionality
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Quality
Value for Money
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Support

The ability to truly use the software to ITIL standards. With the old software we had to do a number of different steps to record everything for reporting purposes.

Pros

The ease of entering the articles. The flow to publish the articles makes sense. Very user friendly as far as the ability to configure the system.

Cons

I still have not figured out how to do more advanced searches in knowledge. My current system allows me to search by category and I have to find that type of search in Cherwell.

Source: Capterra
 

Lelanie from Ace Hardware

June 2017

June 2017

It has a lot more new features and functions to work on.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
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Pros

With all the new features, we can do more with it than the current software we have where we had to do stuff manually. It seems to be user friendly for the end users to submit requests and incidents. There are several portals to access the application such as web based and mobile devices.

Source: Capterra
 

Keth from Ace
Number of employees: 201-500 employees Employees number: 201-500 employees

June 2017

June 2017

A lot of flexibility & functionality when compared to other top players in this realm.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We are still in the learning process of all the benefits and about to roll it out and go-live.

Pros

Ability to make changes to forms is very easy. We can also created and adjust workflow pertaining to incident/problem tickets as well as change tickets, which can all be done without having to recycle services during the off-hours. Such changes to the code are captured in snapshots which can then be easily restored if we discovered something we changed isn't working correctly. ITIL is also built into the tool and yet it can be tweaked to meet our needs. Likewise, dynamic reporting capabilities without having to go to an 3rd party bolt-on vendor. I'll also add that configuration item comes with the product, something we have desired for a long time in order to increase productivity and reduce outages related to our weekly Change Meetings.

Cons

Not too much I don't like. I guess learning the administration portion was a bit overwhelming at first, a lot a material to try to grasp and then apply when those situations arise that require us to dig thru the old memory banks on how to go about accomplishing what is needed. HOWEVER, I'm sure all Service Mgmt. tools are like this, in fact the tool we left was so overwhelming that most of our work had to be contracted out which made it hard to support later down the road.

Source: Capterra
 

Alyssa from 2012
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

December 2016

December 2016

Awesome Product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Cherwell is a one-stop shop when it comes to functionality that a help desk needs. The one step buttons that allow technicians to close out easy tickets (like lockouts) is great, and even better that they can personalize them to what they see most.

Source: Capterra
 

Jennifer from County of Los Angeles
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

October 2016

October 2016

Cherwell has changed my career life.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Using Cherwell has been great because I have gotten to learn a new software product and how to develop in it, whereas before I was sort of stuck not doing any development work for years. CSM has challenged me to learn more and stretch boundaries in planning future projects for more innovative development, as well.

Pros

I really like how the company makes its customers feel special and makes us a priority, and how it is a software company that is proud of providing a code-less software product, that always seeks to be innovative and the best.

Cons

There are some quirks in the product that cannot be explained that exist in different places in the software that make troubleshooting a challenge at times. I have a One-Step, for example, that changes perspective after the 4th or 5th step, for some reason, and I had to build a work-around for it.

Advice to Others

Don't forget to enhance the readability on the System Analyzer feature. Also, I feel Customer Support could be more knowledgeable about the details of how to develop in the tool more, without having to always turn to Professional Services.

Source: Capterra
 

Robin from City of Wichita, KS
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

October 2016

October 2016

Best ITSSM Platform - Indespensible in Delivering Our Services

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Cherwell implements 11 ITIL process out-of-the-box which helped an immature organization like ours start practicing ITIL. It's automation capabilities are vast and robust. The single best part of this product is its philosophy. It is completely customizable to fit your organization's needs and if Cherwell doesn't do something another tool does or you want to continue to use that tool, Cherwell integrates with many tools natively, through merge application functionality, and lastly through general customization. Simply put, if you can dream it, Cherwell does it...and if it doesn't, it will integrate with something that does.

Pros

Everything! It is customizable to fit my organization's needs. I happen to be a programmer, but I don't need to be to develop and configure Cherwell. It implements robust and customizable frameworks that allow you to use it as you need to. Cherwell doesn't dictate ITSSM, it's your partner in it.

Cons

The customizability allows unwary or naive implementors, developers, or Cherwell Admins to make changes that ultimately reduce the awesomeness of the product. The biggest area of this is in implementing business processes. Before making changes, consider whether you business process is as effective as it should be, rather than making the product implement a poor-performing process.

Advice to Others

Nope. I believe I covered it in the areas above. =)

Source: Capterra
 

David from CBN
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

October 2016

October 2016

Cherwell is a very robust ITSM and beyond IT software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

This is a great tool that has allowed us to exceed our initial goals of ITSM needs. We have been looking at other areas to use the tool

Pros

robustness

Cons

robustness

Advice to Others

Get your processes defined and only deviate from OOTB if really needed

Source: Capterra
 

Bernie from University of Wisconsin
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

October 2016

October 2016

Flexible and plays well with others

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

CSM offers a truly flexible platform that allows mapping your business processes regardless of complexity or size. This enables your work flow, not what just the tool does. CSM also integrates with any REST api as well as offering its own. So what ever you want to do is possible.

Pros

Flexibility and integrations

Cons

Mobile client

Source: Capterra
 

Truong from MD Anderson Cancer Center
Number of employees: 10,000+ employees Employees number: 10,000+ employees

October 2016

October 2016

Truong Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

I like the software and flexibility features. I am looking forward to add new usage and functions out side of ITSM.

Pros

Flexibility , codeless features.

Cons

Missing teaminfo object in earlier version (we started with 5.1)

Advice to Others

Plan for database trimming and archiving early.

Source: Capterra
 

Sue from MD Anderson Cancer Center

October 2016

October 2016

Sue Pip- MD Anderson.org

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

I have using Cherwell Service Management for the past 3.5 years as a Administrator. I find that Cherwell is easy to design basic requirements and also for difficult requirements. I find the upgrades are easy to preform, however they usually come with a few bugs that have to be fixed.

Pros

Easy to use for the end user

Cons

1st level of Support is not as knowledgeable they need to be when calling in for assistances.

Source: Capterra
 

Ray from National Swimming Pool Foundation
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2016

October 2016

My Favorite Toy

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

If I can dream it, I can configure it in Cherwell. I love to describe it as playing a chess game with 5,000 pieces. My colleagues repeatedly ask, 'Can this be done? My usual response: give me 5 minutes and I will roll it out.

Pros

It can be configured in almost unlimited ways.

Cons

The features are so robust, sometimes I need assistance to find where to configure a tool.

Advice to Others

This is the perfect tool for those organizations needing to conduct unusual processes.

Source: Capterra
 

Carsten from Systematic
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

October 2016

October 2016

Best ITSM system in the market

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Everything is configurable in Cherwell so you don't need any code skills.
It integrates well with other systems and is low cost.

Pros

Low cost and highly configurable

Advice to Others

Get a demo

Source: Capterra
 

Jason from Parkview Health
Number of employees: 10,000+ employees Employees number: 10,000+ employees

October 2016

October 2016

Cherwell Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Great Customer Service. Would like to see a responsive web portal. But overall software ease is nice. and Great tool for our organization.

Pros

ease of use and great customer service

Cons

Responsive Portal an easier to migrate UI from older versions.

Source: Capterra
 

Chris from Imerys
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

October 2016

October 2016

Cherwell Software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We came from Remedy 7 and cherwell is a breath of fresh air. Easy to use and the user community is a really awesome feature.Really looking forward to seeing how expandable Cherwell really is.

Pros

The flexibility and endless use of the product.

Cons

Have not found any yet

Advice to Others

Follow up with the user community

Source: Capterra
 

Hamid from Breakthru Beverage
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

October 2016

October 2016

Full Function Fun

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

After months of research found the software that not only met our needs and delivered the requirements but did it with ease. User interface is simple and clear, admin functions are truly easy without the need to code. All this at a prices that is reasonable and sale able to the purse holders.

Pros

Ease of use and powerfully functionality without .to learn coding

Cons

None

Advice to Others

Don't settle for less.

Source: Capterra
 

Wade from Alaska Airlines
Number of employees: 10,000+ employees Employees number: 10,000+ employees

October 2016

October 2016

Awesome product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Codeless technology is exceptional. Upgrades are very cost effective because they dont break things.

Pros

Codeless technology.

Cons

User Interface

Source: Capterra
 

Zsolt from Hungarocontrol
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

October 2016

October 2016

To the future with Cherwell

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We have implenented Cherwell 3 years ago, that was the 4.30 version. We have made a lot of customization and now we have 8.2.1 version there were any big problems with the upgrade, this is what other softwares can't do :)

Pros

Flexibility
Customable

Cons

Need better portal features like web2.0

Source: Capterra
 

Brian from UW-Madison
Number of employees: 10,000+ employees Employees number: 10,000+ employees

October 2016

October 2016

Cherwell is amazing software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We've been using Cherwell since August 2014, and have yet to encounter something we can't make it do. The ability to develop the tool with the access to the same tools and features that their in-house and partner developers use means that we can build the tool exactly as we like at very little cost, and it provides numerous ways to build integrations to other tools and services, without needing to develop expensive bespoke code. Going back to anything else would be unthinkable.

Pros

User community, ability to modify to meet our needs, variety of hosting options, a vendor who is as interested in making the best possible tool as we are.

Cons

The webclient isn't quite up to par with the installed client yet. This is my only real gripe.

Advice to Others

If you're uncertain as to how you'd like to host it, start in Cherwell's SaaS cloud. The cost of doing so vs hosting yourself is basically a push, and having someone else manage the backend while you're building expertise is a good approach -- you can always migrate on-site later. It took us only a couple of hours, most of which was transferring data and waiting for domain name redirects.

Source: Capterra
 
 
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