Cherwell Service Management software


119 reviews(4.5/5)
119 reviews(4.5/5)

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.

Supported Operating System(s):
Windows 7 , Windows Vista , Windows XP , Mac OS , Web browser (OS agnostic) , Windows 2000 , Windows 8

119 Reviews of Cherwell Service Management

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  • Brian from HCL Technologies

    Number of employees: 2-10 employees

    September 2018

    Decent ticketing system

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    Very straight forward to use. Haven't noticed any issues

    Cons

    No negatives at the moment. I will update review if any are found

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Igor from Autorambler

    Specialty: Media

    Number of employees: 501-1,000 employees

    September 2018

    Proven system for years.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Cherwell Service Management is a very good system and I can recommend it to other companies. I like auto-creating tickets and inventory.

    Cons

    The system is very difficult to use, requires a qualified administrator, preferably with many years of experience. The implementation is also very difficult.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Austin from Rehmann

    Specialty: Accounting

    Number of employees: 501-1,000 employees

    July 2018

    Great value for the price

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    This product contains the same features as many ITSM tools on the market but at a fraction of the cost. Their concurrent licensing model makes it easy to afford a solution that includes complete ITIL-aligned workflows and templates (out-of-the-box), a self-service portal and the ability to run Powershell commands within custom workflows. Available in both SaaS and On-prem flavors, this tool will meet anyone's needs without breaking the bank.

    Cons

    The UI is somewhat dated but still functional. Their web-based console (for technicians) has about 90% the functionality of the thick client.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Denise from Society of Petroleum Engineers

    July 2018

    I used Cherwell as a client is enjoyed it

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    Cherwell is easy to use and set up. Creating multiple threads for multiple projects is a plus. Its easy with adding or removing participants to the threads.

    Cons

    Cherwell has no real cons in its software or platform. I have had no issues that I can report. Its just a great software and I enjoy using it.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Swetha from University of Oklahoma

    Number of employees: 1,001-5,000 employees

    May 2018

    This is our ticketing system

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    We track trouble tickets and have cases that are attached to the tickets that way we can keep track of work

    Pros

    Keeps track of incidents and cases that have been created and we use this to help people with any kind of trouble tickets

    Cons

    It's very hard to integrate with. The options don't always work and once the incident has stayed you can find that it doesn't exist even if it has numbers. The customer reps aren't always helpful

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    May 2018

    Easy to manage your change management

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Configuration is easy; Workflow is very easy to configure. Good documentation & training is available online.

    Pros

    You can easily configure and create Incidents and Change requests; easy to use workflow and very well integrated with Microsoft active directory. Support is available as a community website and or as a phone call.

    Cons

    Cloud based and it can be slow once in a while, but works most of the time it is fine. It is getting better after our feedback.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Shantanu from Damco Group

    Specialty: Software / IT

    Number of employees: 10,000+ employees

    April 2018

    Amazing software

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    It's extensibility. There hasn't been anything that we haven't been able to find an answer for so far.

    Cons

    Some current challenges with multiple developers working simultaneously. The DEV leadership at Cherwell is currently working to resolve this challenge.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Michael from Hub Group

    March 2018

    Lacking Service Platform

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    None - honestly am disappointed with this program.

    Pros

    The dashboards are pretty neat looking. When it works it can be very smooth and doesn't appear to be "hard" on the machine.

    Cons

    I wanted to like this product, but unfortunately there are simply much better products out there.
    - Static windows means you are constantly adjusting your screen when you open tickets (what is this - '98?)
    - Not as user friendly as you'd expect
    - "Cherwell Writer" for creating custom reports (metrics, etc) is extremely complex

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 1,001-5,000 employees

    March 2018

    Ability to customize but not always in an optimal way

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    A consistent and streamlined presentation of employee service responses across multiple departments in our organization.

    Pros

    Organizes and streamlines our employee service responses across multiple HR departments. Reporting features are helpful.

    Cons

    We haven't always been able to customize optimally to reduce administrative burden. There are certain "statuses" we'd like to add that have been a challenge up to now.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 1,001-5,000 employees

    March 2018

    The software delivers what it promises, but not without hurdles and obstacles in your way.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Reporting is amazing, you can get any sort of analytics about your tickets completed and deliver it in a clean and easy to read manner.

    Cons

    If you have a limited amount of licenses, it will constantly prompt you to see if you want to stay logged in. This is terrible as a sysadmin as it completely interrupts whatever you're doing. Not sure if you can get rid of this feature by selecting an option but in our environment, it is very apparent that it is enabled.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Thomas from My Choice Family Care

    Number of employees: 201-500 employees

    February 2018

    Used to track tickets

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Track things that happen in the company more easily and understand where resources are being spent.

    Pros

    System was easy to implement. Give the ability to track tickets and record when things are going wrong. Shows clearly what was already attempted and allows use to see the time spent per person on a single issue.

    Cons

    Locking the Description down so after initial creation, it cannot be changed
    We like this idea, and will take some time/thought to get it right We are concerned that doing this could result in automation processes to stop working correctly, or other onesteps from functioning. Other concerns are auto-populate options for fields potentially breaking. Additionally we're concerned this might pigeon hole us a bit.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 1,001-5,000 employees

    February 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 501-1,000 employees

    February 2018

    Easy to use, limited in scope.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    The Cherwell Software seems to be reliable and easy to use. We were having difficulty getting user acceptance for it but once we initiated a "re-branding" of its look and feel users started to really take to it. Additionally the email integration works quite well.

    Cons

    The initial look-and-feel held back user acceptance. The site is often slow and seems to be missing some basic features, that will probably get added in newer versions.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Lanie from Ace

    December 2017

    It took awhile to get the hang of it but once it made sense, it got better to work with.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    I like how quick incidents work. It saves me a lot of steps when creating new requests. I also like the dashboards. I can see my work and the rest of the teams workload.

    Cons

    I don't like that I have to move the screens a lot. There are windows within a window so I need to scroll a lot to see the screen I am working on.
    It also logs to many system generated messages for every little step done.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    November 2017

    Team uses this to capture incoming data request and route them elsewhere

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    Great way to organize and track customer data requests for IT team. My workplace is rather large so we have many groups that are responsible for various platforms, reports, permissions etc and cherwell allows for tickets to be tracked and rerouted.

    Cons

    It can be difficult to see the emails that have happened on a ticket. I wish the interface was more customizable for the end user.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 1,001-5,000 employees

    October 2017

    An impressivly smooth operating system.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    The ability to customerise this software to your own business needs is very impressive. You can have a different dashboard (each dashboard fulfilling an entire team's needs) for multiple different teams.

    Cons

    Learning how to assign functions to widgits and modify/place them was quite awkward due to the vast array of available functions that can be amended on this system.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Jason from Nu Skin

    Number of employees: 5,001-10,000 employees

    September 2017

    Implementing Cherwell took longer than expected but the results were worth the wait.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    I enjoyed the support user experience. The layout is customization and easy to configure to fit the needs of each team that uses it. The permissions are granular, I was able to configure views for several teams while keeping the content team specific. The Knowledge Base management is put together very well. I found the asset tracking out of box experience pleasant also.

    Cons

    I would like to see more UI themes. Managing the AD integration was very difficult without third party support. It is very import that a qualified consultant is used with setting up and configuring Cherwell to fit your needs.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Picaso from Ace Hardware Corporation

    Number of employees: 501-1,000 employees

    July 2017

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    Review Source: Capterra
  • Sean from Beca

    July 2017

    Used for tracking our incident, service request and change management

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    Review Source: Capterra
  • Michele from Ace Hardware Corporation

    Number of employees: 501-1,000 employees

    June 2017

    New user. Entering knowledge articles.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    Review Source: Capterra
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