Cherwell Service Management 2026: Benefits, Features & Pricing

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Overview
Pricing and Plans
Features
Integrations
User Reviews

Overview

Cherwell Service Management

4.3

(166)

Pricing

Starting at $189.00 per month

About Cherwell Service Management

Cherwell Service Management is a cloud-based IT service management solution that helps IT teams in organizations to implement, automate and upgrade service and support processes.

Cherwell Service Management supports process customization that allows departments to tailor the solution according to their native workflow processes.

The solution provides users multiple ITIL verified processes such as incident, problem, request and event management. It also enables users to leverage ITIL service transition processes including change, configuration, release and deployment management.

Cherwell Service Management provides IT self-service portal that automates request fulfillment and consolidates multiple independent portals in a single site. The dashboard enables users to spot trends, eliminate bottlenecks and comply with service delivery guidelines.

Cherwell Service Management is available on a pay-as-you-go subscription model. Perpetual license is also available for a one-time fee in case businesses wants an on premise deployment.

Support is available via email, phone and through webinars and Cherwell’s online community.

Cherwell Service Management Screenshots

Cherwell Service Management Pricing and Plans

Starting price: $189.00 per month

Free Trial

Free Version

Basic

$189.00

per feature, per month

No plan information available

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Cherwell Service Management Features

Popular features found in Knowledge Base
Feedback Management
Multi-Language
Rich Text Editor
Self Service Portal
More features of Cherwell Service Management
Activity Dashboard
Alerts/Escalation
Alerts/Notifications
API
Asset Lifecycle Management
Asset Tracking
Assignment Management
Audit Management
Automated Routing
Availability Management
Budgeting/Forecasting
Change Management
Chat/Messaging
Client Portal
Collaboration Tools
Compliance Tracking
Configurable Workflow
Configuration Management
Contract/License Management
Cost Tracking
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Dashboard
Dashboard Creation
Data Import/Export
Data Visualization
Drag & Drop
Email Management
Incident Management
Inventory Management
IT Asset Management
Knowledge Base Management
Knowledge Management
Maintenance Management
Milestone Tracking
Monitoring
Performance Metrics
Portfolio Management
Problem Management
Procurement Management
Project Management
Project Planning
Real-Time Updates
Release Management
Reporting/Analytics
Reporting & Statistics
Requirements Management
Requisition Management
Resource Management
Search
Service Catalog
Service Level Agreement (SLA) Management
Status Tracking
Supplier Management
Support Ticket Management
Support Ticket Tracking
Task Management
Third-Party Integrations
Time & Expense Tracking
Widgets
Workflow Management
WYSIWYG Editor

Cherwell Service Management Integrations

Nagios XI

Microsoft Outlook

Webex Suite

Microsoft SharePoint

Network Performance Monitor

Twitter/X

See all 14 integrations

Cherwell Service Management User Reviews

Overall Rating

4.3

Ratings Breakdown

54%

32%

10%

Secondary Ratings

Ease of Use

4.2

Value for money

4.4

Customer support

4.3

Functionality

4.4

George A.

Verified reviewer

Higher Education

1001-5000 employees

Used daily for more than 2 years

Review source

Reviewed October 2019

Cherwell is Great

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Ease of administration and support when issues arise

Cons:

Many options. Difficult to decide where to go next

Verified

Reviewer

Financial Services

501-1000 employees

Used daily for more than 2 years

Review source

Reviewed May 2021

An all-in one service management package that works but has issues

Overall, Cherwell Service Management has fulfilled its requirements. However, upgrades are finicky and deep customization really can take a lot of work. Some of them are straight forward and some really require a lot of time to get going, more so than you would expect for similar products. (Similar product are, less customizable, however, take less of a lift on what you can do with them which is a trade-off you need to understand going into it.)

Ratings Breakdown

Ease of use

Customer support

Functionality

Pros:

While not always easy or straightforward, this service management product is highly customizable and can be used for a variety of areas such as a knowledge database, help desk, incident tracking, change management, etc.

Cons:

Customization can take a lot of work and upgrades can often break functionality with no eta or workarounds aside from downgrading or waiting for a future upgrade (which could be a year+ away.)

Austin G.

Verified reviewer

Financial Services

501-1000 employees

Used daily for less than 6 months

Review source

Reviewed June 2019

Highly customizable but watch for bugs

Previously 5

In the grand scheme of things, the software works very well. We are able to tailor it to meet our requirements for separating Incidents and Service Requests without too much of a learning curve. This has allowed us to obtain accurate metrics that were previously unavailable. The ability to customize everything has also opened up options for other teams to use the software instead of relying on email because other ticketing systems are too restrictive.

Ratings Breakdown

Ease of use

Previously 5

Value for money

Customer support

Functionality

Previously 5

Pros:

Cherwell gives you the ability to do almost anything you want/need to do. It's built in workflow (One-Step) feature is great for automating repeatable tasks. The extensibility and integration options are also huge benefits. Being able to link into pretty much any other application with a SQL back-end is huge.

Cons:

There are quite a few bugs especially when it comes to the browser side of things. Customizing the Customer Portal lacks a functioning WYSIWYG interface and if you're a hosted customer, you have to open a ticket to have support restart IIS services before some of your changes go into effect. This makes creating/modifying a Customer Portal very painful. The Browser Client for technicians is also quite buggy. With the amount of "out of the box" features the software comes with, be very careful.. As some of these features are misconfigured out of the box and require either scouring the whole system or relying on a third party vendor who knows where the bugs are and can fix them. If you ask me, this is just a way to force you to use a consultant for implementation.

Cliff T.

Verified reviewer

Consumer Services

51-200 employees

Used daily for less than 2 years

Review source

Reviewed March 2019

High level of accurateness and flexibility

Cherwell Software offers one ITSM product which is aimed at companies with medium and high level of maturity. If you are interested in integrating a flexible and adjustable solution in your organization, then Cherwell Service Management is exactly what you require.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The company has expanded its ITOM capabilities and supports a wide range of third-party integrations and extensions. For instance, the example of such a platform can be Exchange Mergeable Application. In a few words, this application gives various opportunities for third-party developers to host their applications. In general, the vendor pleases us with the new program’s opportunities and abilities rolling out pretty frequently. We have given our preference to Cherwell Service Management because of its great visualization capabilities, user-friendliness of the program’s interface, powerful reporting, etc. With its help, our team has automatized numerous processes and tasks. The platform pleases with its accurate dashboards and incredible search abilities.

Cons:

The company has a tendency to reassign account people. Maybe, the reason for that is the high speed of their self-development, who knows. But still, it may cause little difficulties. Where we see problems with Cherwell Service Management is that this program requires a lot of computer memory to run correctly. In addition, the program will be a real pain without a strong infrastructure from your side. What’s more, this solution does not have any web version.

Verified

Reviewer

Higher Education

51-200 employees

Used daily for more than 2 years

Review source

Reviewed February 2019

Cherwell Ticketing Software

Cherwell has been great overall. Have used it for around 3 years and have had almost no functional issues with it during that time.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Cherwell does a great job of keeping track of tickets across multiple teams with seamless integration. Makes ticketing for a large IT Dept. with over 12 teams easy. The software is customizable and allows for automation in just about every facet of the program. Tasks that take up to 10 minutes can be done instantly through the One-Step feature.

Cons:

The software is lacking in visual design. It's functional but getting information to be readable and look good is very hard and takes quite a bit of work in the dashboard manager.

Verified

Reviewer

Food & Beverages

1001-5000 employees

Used daily for more than 2 years

Review source

Reviewed May 2020

Excellent help desk product

I've been working with Cherwell for 4 years. The product is extremely stable and safe. Through personalized screens it is possible to have a complete view of the activities that are being requested by priority, demand and responsible. To search for an extended call, the tool has quick and well-designed consultation screens. I also manage the process changes using the tool.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The ability to create customized panels with all the demands that are being requested, filtering by responsible analyst.

Cons:

When we have a large number of queries on personalized screens the product loses a lot of performance. Creating micro-slowness. Even in the transition of their product. This could definitely be better.

Verified

Reviewer

Broadcast Media

501-1000 employees

Used daily for more than 2 years

Review source

Reviewed July 2021

Cherwell and its uses...

Ratings Breakdown

Ease of use

Functionality

Pros:

Configurability. It is highly configurable.

Cons:

The complexity to configure it. It was a major challenge configuring it to our needs.

Verified

Reviewer

Consumer Goods

1001-5000 employees

Used daily for less than 2 years

Review source

Reviewed February 2018

Cherwell was decent but with too much customization it become cumbersome and clumsy.

The best benefit is the ability to create and track tickets for your Service Desk, I would warn that you try to use it as out of the box as possible.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Cherwell has a great user interface and a low learning curve. We were able to use it rather easily after we had done the customization.

Cons:

Customization is difficult and leads the the overall experience to decline I think. We had very specific needs and the changes we made were not done too well, especially since the consultant we had didn't know how to do them. We had to make all the changes ourselves and the system ended up slow and clumsy.

Verified

Reviewer

Information Technology and Services

501-1000 employees

Used daily for less than 2 years

Review source

Reviewed September 2019

Requires alot of cutomization

Software needs a lot of backend work and creates more issues then it resolves.

Ratings Breakdown

Ease of use

Functionality

Pros:

User limitation and liscensing. Lots of flexibility in reporting and searching.

Cons:

Required lots of cutomization. Slow to run searches. Lack of ability to customize alot of setting that are important but ability to customize some that are kind of pointless.

Reasons for switching to Cherwell Service Management

Software was no longer supported