Cherwell Service Management Software


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.

Computer details
Computer details

Computer details

Employee location

Employee location

Service Catalog

Service Catalog

Dashboard

Dashboard

Supported Operating System(s):

Windows 7, Windows Vista, Windows XP, Mac OS, Web browser (OS agnostic), Windows 2000, Windows 8



123 Reviews of Cherwell Service Management

Overall rating

4.5 / 5 stars

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Showing 1 - 20 of 123 reviews

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Sahil from Hdfc bannk

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

Ease-of-use

Value for money

Customer support

Functionality

October 2018

Cherwell is used for managing the IT services and support functions across the organization.

My overall experience with Cherwell is a little bit above average.. Its a good tool specifically for big organizations.

Pros

It is a good tool for organizations with multiple sites that want to automate assigning tickets to local support team. Cherwell makes it easy for users to create a helpdesk ticket for support.

Cons

It needs a strong infrastructure. Cherwell takes a lot of memory of the computer and it also hangs sometimes.

Review Source: Capterra
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Verified Reviewer

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

Ease-of-use

Value for money

Functionality

October 2018

Good Incident Management Software

As an IT function of our business Cherwell has made it easy for us to open, monitor and assign tasks and tickets within our company and group and monitor the status of those tasks.

Pros

Great high level views of what's assigned and open for Incidents, Change Requests and Tickets assigned to our group. Good tracking features, assignment possibilities and very configurable.

Cons

For new users it can take a little bit of time to get up to speed and feel comfortable using the software

Review Source: Capterra

Ludwig from Wonderware Benelux

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

Evaluation of Cherwell ITSM solution

Only evaluation of the Cherwell software during a detailed ITSM selection procedure. This product came out of the evaluation in the TOP-6. Eventually the fact that the product is too much focused on IT departments and less on our way of working made us decide to go for a different solution. The support was very good during the evaluation.

Pros

Very well structured configuration environment.

Cons

Typical software for IT department and less for general use in ITSM applications.

Review Source: Capterra

Spencer from MongoDB Inc.

Industry:  Software / IT

Number of employees:  501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

Cherwell Review. Great Experience so far.

Pros

This product is very flexible in such many ways. And it also has creating multiple threads for multiple projects.

Cons

Not so much, I would love if the interface can be more editable or costumizable, it will really helps the user a lot.

Review Source

Brian from HCL Technologies

Number of employees:  2-10 employees

Ease-of-use

Functionality

September 2018

Decent ticketing system

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

Review Source: Capterra

Igor from Autorambler

Industry:  Media

Number of employees:  501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

Proven system for years.

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.

Review Source

Austin from Rehmann

Industry:  Accounting

Number of employees:  501-1,000 employees

Ease-of-use

Functionality

July 2018

Great value for the price

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.

Review Source

Denise from Society of Petroleum Engineers

Ease-of-use

Functionality

July 2018

I used Cherwell as a client is enjoyed it

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.

Review Source: Capterra

Swetha from University of Oklahoma

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

Ease-of-use

Value for money

Customer support

Functionality

May 2018

This is our ticketing system

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

Review Source: Capterra
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Verified Reviewer

Ease-of-use

Value for money

Customer support

Functionality

May 2018

Easy to manage your change management

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.

Review Source: Capterra

Shantanu from Damco Group

Industry:  Software / IT

Number of employees:  10,000+ employees

Ease-of-use

Value for money

Customer support

Functionality

April 2018

Amazing software

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.

Review Source

Michael from Hub Group

Ease-of-use

Value for money

Customer support

Functionality

March 2018

Lacking Service Platform

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

Review Source: Capterra
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Verified Reviewer

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

Ease-of-use

Value for money

Customer support

Functionality

March 2018

Ability to customize but not always in an optimal way

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.

Review Source: Capterra
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Verified Reviewer

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

Ease-of-use

Value for money

Customer support

Functionality

March 2018

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

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.

Review Source: Capterra

Thomas from My Choice Family Care

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

February 2018

Used to track tickets

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.

Review Source: Capterra
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Verified Reviewer

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

Ease-of-use

Value for money

Customer support

Functionality

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.

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.

Review Source: Capterra
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Verified Reviewer

Number of employees:  501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

February 2018

Easy to use, limited in scope.

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.

Review Source: Capterra

Lanie from Ace

Ease-of-use

Value for money

Customer support

Functionality

December 2017

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

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.

Review Source: Capterra
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Verified Reviewer

Ease-of-use

Functionality

November 2017

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

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.

Review Source: Capterra
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Verified Reviewer

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

Ease-of-use

Value for money

Customer support

Functionality

October 2017

An impressivly smooth operating system.

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.

Review Source: Capterra

Displaying 1 - 20 of 123 reviews