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 dashbo...


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Supported Operating System(s):

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

148 Reviews of Cherwell Service Management

Average User Ratings

Overall

4.39 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(82)

82

4 stars

(47)

47

3 stars

(14)

14

2 stars

(5)

5

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 148 results

July 2018

Denise from Society of Petroleum Engineers

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Functionality

5.0

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.

March 2019

Cliff from N3

Company Size: 51-200 employees

Industry: Consumer Services

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

4.0

Functionality

5.0

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.

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 programs 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 programs 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. Whats more, this solution does not have any web version.

December 2019

Niru from Dealer-Fx

Company Size: 201-500 employees

Industry: Automotive

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

3.0

Value for money

3.0

Functionality

4.0

December 2019

CRM Software used for Helpdesk

Overall, cherwell has allowed our team to collaborate on many levels across the organization. We can create,track, monitor and assign problematic cases that come to our helpdesk from clients so we can best assist them and find a resolution.

Pros

I like how cherwell provides a database of all our incidents created from agents at the helpdesk. This allows us to collaborate and best assist our client with issues that arise. Cherwell service management allows admins to customize dashboards and ticket templates to best cater to the orgainzations needs.

Cons

Fairly easy to use interface, its straight forward however sometimes we experience issues with slowness of lagging. The software becomes sluggish at times when the servers get over loaded so the users experience increased load times between screens.

October 2019

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

3.0

Customer support

3.0

Functionality

3.0

October 2019

Cherwell a complete platform for helpdesk and more ..

I work with Cherwell for over 3 years. The product serves us well and allows us to create customizations which facilitates the solution of small adjustment needs in the standard process of opening tickets, changes, problems etc.

Pros

The ability for the customer (administrator) to customize processes, create automation and custom screens making the product more in line with the needs of each company.

Cons

The speed between the product screens. Not performing well, they are usually a little slow when they contain a lot of information.

January 2019

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

1.0

Functionality

3.0

January 2019

Standard functionality but horrible UX

We use Cherwell as a ticketing system for the help desk as well as change management system. The user interface is challenging, to say the least. There are frames within frames that have to be scrolled through separately to see all of the information. The text box containing the user's message is so small, it show the tiniest portion of the message. To expand it, you have to pop open a new window, which automatically inactivates the main window so you have to trick the system in order to see multiple tickets at once. The emailing functionality is clunky - the initial email you send to a customer uses one link but replies after that need to use a different "email" button that is oddly hard to find. When a customer sends a reply, the ticket displays in a different color, but that is the only notification. So if they send multiple messages, you wouldn't know unless you fully open the ticket and that is cumbersome. There's an inactivity timeout that may not apply to everyone, but it's a hassle. The system times out after an hour of inactivity but it isn't consistent - sometimes it will run for days with no activity and not sign me out and other times it's at 60 minutes on the dot. Also sometimes when I'm logged out automatically, it doesn't actually log me out so when I try to log back in, I'm locked out. Overall, with the current UX, it would have to be the cheapest option available for me to recommend it to anyone.

Pros

Help desk tickets are tracked Released changes are tracked

Cons

User experience Look and feel of the software Search functionality Notification process Inactivity timeout