Overview
What is Cherwell Service Management?
Cherwell Software was founded by the former CEO of FrontRage Solutions and is a full suite of service management tools competing with BMC Remedy, ServiceNow, and IBM SmartCloud.
Save money and use Cherwell!!
Good Product - Cherwell CSM
Cherwell Service Management: Service Management Done Right!
Very Good Software For All Our Processes - With A Focus On ITSM
Cherwell - a true enterprise service management solution!
Best business automation solution
Cherwell Service Management can be customized to do nearly anything
Service Management System for easy maintainability
Cherwell , one stop ITSM tool.
Cherwell - by far the best tool for managing Incidents, support tickets, changes for deployment!!
Cherwell Service Management - It can meet your organizations needs!
Cherwell is an underrated powerhouse that solves your business problems
Cherwell: Service Management as Good as How You Implement It
Customizable and no code!
Cherwell Service Management Review
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Organize and prioritize service tickets (52)10.0100%
- Self-service tools (51)9.999%
- ITSM reports and dashboards (51)9.898%
- ITSM collaboration and documentation (48)9.797%
Reviewer Pros & Cons
Pricing
What is Cherwell Service Management?
Cherwell Software was founded by the former CEO of FrontRage Solutions and is a full suite of service management tools competing with BMC Remedy, ServiceNow, and IBM SmartCloud.
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Product Demos
Cherwell 8 Overview
Cherwell Service Management 10.0 Demo
Features
Incident and problem management
Streamlining ticketing and service restoration processes
- 10Organize and prioritize service tickets(52) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 9.8Expert directory(41) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 9.9Service restoration(35) Ratings
Impact assessment and automated fixes for common problems
- 9.9Self-service tools(51) Ratings
Repository of information documenting common issues and known resolutions which can be accessed directly by users
- 9.7Subscription-based notifications(38) Ratings
Users subscribe to notifications for ticket updates
- 9.7ITSM collaboration and documentation(48) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
- 9.8ITSM reports and dashboards(51) Ratings
Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data
ITSM asset management
Managing all IT assets and enforcing policy rules
- 9.8Configuration mangement(42) Ratings
Database for tracking and reporting all business assets
- 9.8Asset management dashboard(41) Ratings
Dashboard showing organization's software portfolio
- 9.8Policy and contract enforcement(31) Ratings
Ensuring that requesters have eligibility before fullfullment
Change management
Ensuring standardized processes for making changes to IT infrastructure
- 9.9Change requests repository(48) Ratings
Single repository of all planned changes and releases
- 9.9Change calendar(44) Ratings
Calendar showing change schedule to stakeholders
- 9.9Service-level management(45) Ratings
Process for negotiating agreements regarding service level expectations, and ensuring these are met
Product Details
- About
- Competitors
- Tech Details
- FAQs
What is Cherwell Service Management?
Cherwell Service Management Competitors
Cherwell Service Management Technical Details
Operating Systems | Unspecified |
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Mobile Application | No |
Frequently Asked Questions
Comparisons
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Reviews and Ratings
(107)Community Insights
- Business Problems Solved
- Pros
- Cons
- Recommendations
Cherwell is a versatile IT service management tool that has been widely adopted by various organizations across industries. Users have reported positive experiences with the software, citing its customizable GUI and flexible reporting capabilities. One of the key use cases of Cherwell is in the realm of ITSM and ITIL initiatives. It is utilized for incident management, problem management, change management, configuration item management, and knowledge management. The software helps organizations streamline their IT processes and improve service delivery by providing a centralized platform for managing tickets, tracking incidents and problems, and facilitating knowledge sharing among team members.
Additionally, Cherwell extends beyond ITSM to address other organizational needs. It is used as a ticketing system for various departments such as HR, facilities, and IT support. Users leverage Cherwell to handle service requests, facilities management tasks, new hire requests, and even training participation tracking. The software's highly customizable nature allows it to be adapted to different workflows and business processes, making it a valuable tool in areas beyond traditional IT functions.
Another notable use case of Cherwell is its role in improving communication and collaboration within organizations. Users have highlighted how Cherwell serves as a central tracking system for IT issues, replacing inefficient methods like email-based work assignment. By providing real-time tracking and metrics, Cherwell enhances accountability and promotes institutional collaboration among different departments.
Overall, Cherwell's ease of use and wide range of applications have made it an essential tool for organizations seeking effective IT service management, streamlined workflows, improved communication, and high-quality customer service across various departments.
Extensive Customization Options: Many users have praised Cherwell's extensive customization options, allowing them to personalize dashboards and move touch points according to their preferences. This flexibility has been appreciated by several reviewers who value the ability to tailor the system to their specific needs.
Efficient Automation Capabilities: Several users have highlighted Cherwell's automation capabilities, mentioning that it has allowed them to automate various tasks in their support department. From ticket creation and classification to responding with specific attachments, this automation feature has helped eliminate wasted time and improve overall efficiency.
Easy Configuration Process: Numerous users have mentioned that Cherwell's configuration process is easy to navigate without requiring expensive consultants for every adjustment. They appreciate being able to make minor as well as major enhancements on their own, giving them more control over the system's configuration.
Web and Mobile App Issues: Users have reported various issues with the web client and mobile app, including frequent locking up and clunkiness. These problems significantly hinder their workflow and productivity.
Lack of Apple Client: In environments that use a mix of Windows and Apple devices, some users have experienced difficulties due to the lack of an Apple client. This absence creates compatibility challenges and limits their ability to effectively utilize the software.
Issues with Active Directory Integration: The built-in remote control capabilities on tickets do not work well with active directory, causing problems for users. This issue disrupts their ability to efficiently manage tickets and collaborate with other team members.
Users commonly recommend the following when using Cherwell:
-
Utilize all the available features, such as workflows and customizations, to increase productivity and resolve IT and system-related issues effectively.
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Take time for proper implementation and customization by conducting a hands-on proof of concept (POC) to understand customization needs, considering the implementation process and ease of system configuration, and allowing enough time for implementation and user acceptance testing (UAT).
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Seek support from the Cherwell community by attending user groups and seeking guidance during the implementation process.
Overall, users recommend fully utilizing Cherwell's features, dedicating sufficient time for implementation, customization, and training, and seeking advice from the Cherwell community for successful use of the software.
Attribute Ratings
- 10Likelihood to Renew13 ratings
- 8.2Availability3 ratings
- 6.4Performance1 rating
- 8.8Usability5 ratings
- 6.9Support Rating16 ratings
- 9.1Online Training1 rating
- 8.8In-Person Training2 ratings
- 9.1Implementation Rating3 ratings
- 9.1Configurability2 ratings
- 8.2Product Scalability1 rating
- 9.1Ease of integration1 rating
- 6.4Vendor post-sale1 rating
- 7.3Professional Services1 rating
- 9.1Contract Terms and Pricing Model1 rating
Reviews
(1-2 of 2)Cherwell Service Management: Service Management Done Right!
- Incident Management
- Inventory Management
- Change Control
- Problem Management
- Assest Management
- Kanban Board Implementation, specifically the ability to manage Change requests
- CMBD searching capabilities
- Task journals
- Organize and prioritize service tickets
- 100%10.0
- Expert directory
- 90%9.0
- Service restoration
- 100%10.0
- Self-service tools
- 100%10.0
- Subscription-based notifications
- 100%10.0
- ITSM collaboration and documentation
- 100%10.0
- ITSM reports and dashboards
- 100%10.0
- Configuration mangement
- 100%10.0
- Asset management dashboard
- 100%10.0
- Policy and contract enforcement
- 100%10.0
- Change requests repository
- 100%10.0
- Change calendar
- 100%10.0
- Service-level management
- 100%10.0
- Improved visibility into changes and their potential impacts
- Improved communication between employees surrounding tickets
- Improved task management
- Ticketing System
- Change Management
- Asset Management
- We use a litany of checklists to assist us with regular procedures
- Change management is crucial to our organization and Cherwell's process fits our needs extremely well
- Kanban boards to allow review of our workload at a glance
- Price
- Product Features
- Product Usability
- Product Reputation
- Don't know
- I did not participate in the implementation process.
- Online Training
- In-Person Training
- Change Management from an Incident: I love that you can create an RFC from within the same pane.
- Inventory Management: to be able to launch a tool from within Cherwell Service Management to view assets and link them to incidents is great.
- Tasks and checklists are awesome!
- When creating a change request from the Incident view, it doesn't automatically link the RFC to the Incident, you have to manually link it.
Cherwell - a true enterprise service management solution!
- Workflow Management
- Automation
- Integrations
- No-code/low-code content development
- Flexibility to use on multiple operating systems
- Updated web UI/UX
- Standardized form creation
- Improved machine learning
- Built-in AI chat bot
- Organize and prioritize service tickets
- 100%10.0
- Expert directory
- 100%10.0
- Service restoration
- 60%6.0
- Self-service tools
- 60%6.0
- Subscription-based notifications
- 70%7.0
- ITSM collaboration and documentation
- 90%9.0
- ITSM reports and dashboards
- 90%9.0
- Configuration mangement
- 90%9.0
- Asset management dashboard
- 90%9.0
- Policy and contract enforcement
- 70%7.0
- Change requests repository
- 100%10.0
- Change calendar
- 60%6.0
- Service-level management
- 70%7.0
- Saved thousands of dollars on third-party products by developing the same solution in Cherwell.
- The ability to have cross-functional departments using the same tool increases efficiency considerably.
- Knowledge Management has assisted to drive customers to self-help, allowing support teams to focus on more important objectives.
- BMC Helix ITSM (Remedy), CA Service Management and with CA Service Desk Manager
- ITSM
- Distribution Center Safety Management
- HR
- Retail New Store
- DC Safety Management process to report incidents & send data to OSHA
- New retail store opening process that uses user-managed templates to generate hundreds of tasks at various stages of the workflow
- Europe transport claims for issuing credits/invoices to suppliers
- Integrating with HR solutions (i.e. Workday, Kronos, etc.)
- MS Teams integration (inc. cards)
- Future DC safety enhancements (inspections)
- Price
- Product Features
- Product Usability
- Product Reputation
- Third-party professional services
- Stakeholders being change-averse, due to their lack of understanding of Cherwell & pushing out the timeline
- In-Person Training
- API integrations
- Workflows
- Form design
- Automation
- Dashboards
- Reports
- Pagerduty
- Jira
- MS Graph
- Loopback to Cherwell
- In-house enterprise service APIs
- MS Teams
- File import/export
- Single Signon
- API (e.g. SOAP or REST)
- Increased browser performance & parity
- Improved UI for forms
- Bug fixes!!