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

125 Reviews of Cherwell Service Management

 

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Software Advice Reviews (6)
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Showing 1-6 of 6

Spencer from MongoDB Inc.
Specialty: Software / IT
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

September 2018

September 2018

Cherwell Review. Great Experience so far.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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
 
 

Igor from Autorambler
Specialty: Media
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

September 2018

September 2018

Proven system for years.

Ease-of-use

Functionality

Product Quality

Customer 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.

Review Source
 
 

Austin from Rehmann
Specialty: Accounting
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

July 2018

July 2018

Great value for the price

Ease-of-use

Functionality

Product Quality

Customer 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.

Review Source
 
 

Shantanu from Damco Group
Specialty: Software / IT
Number of employees: 10,000+ employees Employees number: 10,000+ employees

April 2018

April 2018

Amazing software

Ease-of-use

Functionality

Product Quality

Customer 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.

Review Source
 
 

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.

 
 

Neil from British American Tobacco
Specialty: Other
Number of employees: 10,000+ employees Employees number: 10,000+ employees

February 2017

February 2017

Deployment in large global FMCG

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Started implementing in early 2016 for multiple business service units HR, Finance and IT finance and IT and now live for all. Approximately 3500 resolvers and agents (including third party outsourcers) and a user base of 50,000 internal consumers.

Pros

Flexibility for all needs
Features
Cloud Based
Licensing model (concurrent resolvers)
Serves HR and Finance as well as IT
Covers our global needs

Cons

Professional services arm is less developed and less experienced in project management
Language translations model proved troublesome for our requirements of many languages

Advice to Others

Verify skilled professional service availability or consider third party implementer

 
 
 
Showing 1-20 of 119

Connie from Missouri S&T
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

December 2018

December 2018

Good overall

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

We use Cherwell for our IT help tickets.

Pros

It took me a little bit to figure out how to maneuver the site but once I did it's very easy to use. I don't have to fill out as much information as I did on the previous software so this is much better to me.

Cons

It wasn't clear where I needed to go to write an update to my ticket so I had to ask, therefore I didn't consider Cherwell to be real user friendly when I first started using it. Other than that, I've had no problems.

Review Source: Capterra
 

DILIP from AFSC
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

November 2018

November 2018

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
Pros

It's very handy to have issues and changes log and assign to specific users/groups, we were using this software more than 6 years, it also sends notifications to respective users.

Cons

Performance point of view it's little slow.

Review Source: Capterra
 

Sahil from Hdfc bannk
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

October 2018

October 2018

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

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

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
 


October 2018

October 2018

Good Incident Management Software

Ease-of-use

Functionality

Product Quality

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value

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 Employees number: 51-200 employees

September 2018

September 2018

Evaluation of Cherwell ITSM solution

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

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
 

Brian from HCL Technologies
Number of employees: 2-10 employees Employees number: 2-10 employees

September 2018

September 2018

Decent ticketing system

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
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
 

Denise from Society of Petroleum Engineers

July 2018

July 2018

I used Cherwell as a client is enjoyed it

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
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 Employees number: 1,001-5,000 employees

May 2018

May 2018

This is our ticketing 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

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
 


May 2018

May 2018

Easy to manage your change management

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

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
 

Michael from Hub Group

March 2018

March 2018

Lacking Service Platform

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

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
 


March 2018

March 2018

Ability to customize but not always in an optimal way

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

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
 


March 2018

March 2018

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

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

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 Employees number: 201-500 employees

February 2018

February 2018

Used to track tickets

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

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
 


February 2018

February 2018

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

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 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
 


February 2018

February 2018

Easy to use, limited in scope.

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 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

December 2017

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

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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
 


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
 
 
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