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

149 Reviews of Cherwell Service Management

Average User Ratings

Overall

4.40 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(83)

83

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 149 results

May 2020

Douglas from Education Management

Verified Reviewer

Company Size: 501-1,000 employees

Industry: Higher Education

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

May 2020

Very effective ticketing system

Cherwell Service Management has been a very effective ticketing system for our operation. It rewards inquisitive users who have some experience with SQL queries. It integrates with our email system, so we end up receiving and answering email inquiries from our user community through the Cherwell interface. It gives good reporting, and good statistics, although the reporting requires some effort to access. It has been a good system for my organization

Pros

Customization of searches; use of an SQ-like search format to build queries that can then be saved and reused

Cons

Requires some level of training in order to increase personal customization. Occasionally have multiple people working on the same tickets, so some tickets get resolved with ineffective solutions while others are working on them. Reporting requires some effort to access.

October 2019

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

4.0

Customer support

4.0

Functionality

5.0

October 2019

Great product with high upside

Overall the process with Cherwell has been great. The product is fantastic with very few hiccups.

Pros

This product allows us to customize it in a way that makes it so we can bring all departments within the same system (finally!).

Cons

Implementation and additional integrations can be difficult (as with any product).

Reasons for Choosing Cherwell Service Management

Better interaction with the Cherwell team, better customization.

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

May 2020

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

3.0

Value for money

3.0

Customer support

5.0

Functionality

3.0

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.

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.

March 2019

Cliff from N3

Verified Reviewer

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 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.