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.

 

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

101 Reviews of Cherwell Service Management

 

Start your review of Cherwell Service Management

Click to start
https://www.softwareadvice.com/crm/cherwell-service-management-review/
Software Advice Reviews (1)
More Reviews (100)

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 100


November 2017

November 2017

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

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
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
 


October 2017

October 2017

An impressivly smooth operating system.

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
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
 

Jason from Nu Skin
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

September 2017

September 2017

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

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
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.

Review Source: Capterra
 

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.

Review 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
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
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.

Review 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
Support
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.

Review 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.

Review 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.

Review 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.

Review 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. =)

Review 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

Review 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

Review 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.

Review 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.

Review 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.

Review 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

Review 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.

Review 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

Review 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.

Review 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

Review Source: Capterra
 
 
Write a Review