What users are saying about
3 Ratings
Top Rated
101 Ratings
3 Ratings
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Score 8 out of 100
Top Rated
101 Ratings
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Score 7.6 out of 100

Feature Set Ratings

  • Cherwell Service Management ranks higher in 3 feature sets: Incident and problem management, ITSM asset management, Change management

Incident and problem management

7.8

C2 ATOM

78%
8.7

Cherwell Service Management

87%
Cherwell Service Management ranks higher in 6/7 features

Organize and prioritize service tickets

8.0
80%
1 Rating
9.9
99%
49 Ratings

Expert directory

9.0
90%
1 Rating
8.1
81%
39 Ratings

Self-service tools

8.0
80%
1 Rating
8.9
89%
48 Ratings

Subscription-based notifications

6.0
60%
1 Rating
8.2
82%
35 Ratings

ITSM collaboration and documentation

8.0
80%
1 Rating
8.4
84%
45 Ratings

ITSM reports and dashboards

8.0
80%
1 Rating
9.4
94%
48 Ratings

Service restoration

N/A
0 Ratings
8.2
82%
32 Ratings

ITSM asset management

7.5

C2 ATOM

75%
9.0

Cherwell Service Management

90%
Cherwell Service Management ranks higher in 3/3 features

Configuration mangement

8.0
80%
1 Rating
9.3
93%
39 Ratings

Asset management dashboard

7.0
70%
1 Rating
9.1
91%
38 Ratings

Policy and contract enforcement

N/A
0 Ratings
8.6
86%
29 Ratings

Change management

9.0

C2 ATOM

90%
9.5

Cherwell Service Management

95%
Cherwell Service Management ranks higher in 3/3 features

Change requests repository

9.0
90%
1 Rating
9.3
93%
45 Ratings

Change calendar

9.0
90%
1 Rating
9.7
97%
41 Ratings

Service-level management

N/A
0 Ratings
9.6
96%
42 Ratings

Attribute Ratings

  • Cherwell Service Management is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

8.0

C2 ATOM

80%
1 Rating
8.4

Cherwell Service Management

84%
54 Ratings

Likelihood to Renew

C2 ATOM

N/A
0 Ratings
8.3

Cherwell Service Management

83%
11 Ratings

Usability

C2 ATOM

N/A
0 Ratings
7.5

Cherwell Service Management

75%
4 Ratings

Availability

C2 ATOM

N/A
0 Ratings
8.2

Cherwell Service Management

82%
5 Ratings

Performance

C2 ATOM

N/A
0 Ratings
6.4

Cherwell Service Management

64%
1 Rating

Support Rating

C2 ATOM

N/A
0 Ratings
8.5

Cherwell Service Management

85%
28 Ratings

In-Person Training

C2 ATOM

N/A
0 Ratings
8.2

Cherwell Service Management

82%
1 Rating

Implementation Rating

C2 ATOM

N/A
0 Ratings
8.3

Cherwell Service Management

83%
3 Ratings

Configurability

C2 ATOM

N/A
0 Ratings
9.1

Cherwell Service Management

91%
1 Rating

Contract Terms and Pricing Model

C2 ATOM

N/A
0 Ratings
9.1

Cherwell Service Management

91%
1 Rating

Ease of integration

C2 ATOM

N/A
0 Ratings
9.1

Cherwell Service Management

91%
1 Rating

Product Scalability

C2 ATOM

N/A
0 Ratings
8.2

Cherwell Service Management

82%
1 Rating

Professional Services

C2 ATOM

N/A
0 Ratings
7.3

Cherwell Service Management

73%
1 Rating

Vendor post-sale

C2 ATOM

N/A
0 Ratings
6.4

Cherwell Service Management

64%
1 Rating

Likelihood to Recommend

Sherweb

This is a great tool for small to mid size companies. It does what a help desk requires. However it does not have the options of a Remedy or Service Now:
  • Access your help desk anytime, anywhere using iPhone app.
  • Create SLA and provide quality services in time, to your end users
  • Manage your purchases right from the birth of the PO
Read full review

Ivanti

Well suited in an IT environment where you have limited staff. It can be managed by one administrator. Reliability of the SaaS environment has been excellent. Flexibility in developing automated workflows to open, manage, and close Incidents. Change Management due to ability to modify OOB to meet the needs of our staff. Contract Management allowing us to be notified when a contract or license is up for renewal and setting reminders. Integrations are not easy to create and manage.
Read full review

Pros

Sherweb

  • Great Dashboard
  • Easy to read and use graphical user interface
  • Very detailed contact list
Read full review

Ivanti

  • Cherwell's email handling automation works flawlessly. The only time that I have ever needed to reset the automation service that drives it is when my own server that houses the small connecting agent has some kind of problem and disconnects us from our hosted Cherwell instance. It just works. Emails to a certain address always result in a new ticket or update to an existing ticket.
  • Cherwell is literally 100% customization in so many ways that it would be pointless to try to enumerate them. There is a very sizable list of already-created customizations (called "mApps") that you can download and apply to your instance. If you don't like them you can roll them back in seconds. But you can add and configure entire modules using one of these pre-defined, completely free, add-on packages. It's so easy to add features this way that I check the list of available mApps every month or so just to see what functionality I can add.
Read full review

Cons

Sherweb

  • Alerts to advise when ticket thresholds avec been exceeded
  • The chat option is unnecessary with all the communication channels available
Read full review

Ivanti

  • Cherwell lacks modern UI capabilities such as responsive forms and CSS styling for web portals.
  • Built-in reporting engine is hard to use and resource intensive to run.
  • No patching model for small platform fixes, must upgrade to receive platform code changes.
Read full review

Pricing Details

C2 ATOM

Starting Price

$0

Editions & Modules

C2 ATOM editions and modules pricing
EditionModules
C2 ATOM On-PremiseContact us1
SMALL TEAM502
ACROSS YOUR BUSINESS653
Starting Price$62.004

Footnotes

  1. none
  2. per user per month
  3. per user per month
  4. per month

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

Required $6,000

Additional Details

Cloud version includes monthly subscription license, updates, hosting & support. Concurrent Licensing only. Yearly plan paid annually. Custom-cloud & Enterprise version available with additional options & features. Contact our team for more details.

Cherwell Service Management

Starting Price

Editions & Modules

Cherwell Service Management editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Likelihood to Renew

    Sherweb

    No answers on this topic

    Ivanti

    Cherwell is still the best tool for the job in the market. Even though Ivanti bought them and are trying to convince everyone to move over to Neurons for ITSM, they have stated Cherwell will remain supported indefinitely and have a roadmap for future Cherwell development. Unfortunately, ISM is not as flexible as Cherwell (and the UX is atrocious), hence why many people are sticking with Cherwell (and why many Cherwell customers never purchased ISM originally)
    Read full review

    Usability

    Sherweb

    No answers on this topic

    Ivanti

    It is a product that can be heavily customised. We have many dashboards to suit different user roles that you can drill down to extract the information you require. Within our organisation there are a lot of expert end-users who produce these dashboards and short-cuts. An in-house development team to review requests and roll them out into the live environment should also be considered. The development role does not need to be a full-time just needs somebody with suitable expertise.
    Read full review

    Reliability and Availability

    Sherweb

    No answers on this topic

    Ivanti

    Almost always available, with exception for a handful of outages due to infrastructure related issues
    Read full review

    Performance

    Sherweb

    No answers on this topic

    Ivanti

    The browser client is mostly acceptable in terms of performance, but still lacks parity with the rich client. The rich client is not very performant at all. It's built on old architecture and relies heavily on a fast internet connection, good caching and database indexing. There are several unwritten rules with form design (and form arrangement) which most users are not aware of, but can severely impact performance in the rich client. This is where the flexibility of Cherwell can come back to bite you if you step outside the boundaries of these unwritten rules
    Read full review

    Support Rating

    Sherweb

    No answers on this topic

    Ivanti

    We generally have a good time with Cherwell support, however, there are the few niche cases where I have to explain how Cherwell works to the customer support agent on the other end. A little more product education for tier 1 support could go a long way in helping expedite support requests from SaaS customers.
    Read full review

    In-Person Training

    Sherweb

    No answers on this topic

    Ivanti

    We had a 'train-the-trainer' session from Cherwell to some of our users who were unfamiliar with the product, and we had an individual who 'championed' training internally and provided several training classes over the period of a few weeks for new Cherwell users. We also had a team who traveled to remote sites to conduct in-person training there too.
    Read full review

    Implementation Rating

    Sherweb

    No answers on this topic

    Ivanti

    Implementation is a breeze. Each time I've implemented it, we had an outsourced vendor overseeing it & assisting where needed. However, Cherwell OOTB is ready to go, and configuring it for LDAP/SAML, etc. for authentication and user-imports is really straight forward. The infrastructure needed for Cherwell is extremely simple too - and installing the server & database takes no more than 20 mins
    Read full review

    Alternatives Considered

    Sherweb

    It all came down to cost. Total cost vs available functionality However, being a Quebec based company the decision to purchase from a local company did have a factor in the decision making.
    Read full review

    Ivanti

    Much more customizable than other products, especially when ran in a self-hosted environment. Cherwell [Service Management] allows for greater flexibility of custom development and integrations to allow for automating tasks that traditional ITSM apps are not well suited for. Cherwell [Service Management] gives you the freedom to develop your own objects with minimal licensing costs.
    Read full review

    Contract Terms and Pricing Model

    Sherweb

    No answers on this topic

    Ivanti

    We have had great contracts with Cherwell and love the concurrent licensing model
    Read full review

    Scalability

    Sherweb

    No answers on this topic

    Ivanti

    We have never had any major show-stopper issues with Cherwell itself - more so with the infrastructure it sits on. Moving from in-house cloud (on Cherwell's side), to AWS then to Azure has caused multiple problems over the years (some still on-going), however the product has remained fairly stable
    Read full review

    Professional Services

    Sherweb

    No answers on this topic

    Ivanti

    As mentioned, they were always great to work with (minus the project management side). My only feedback would be to push back on requirements that don't make sense
    Read full review

    Return on Investment

    Sherweb

    • Positive impact due to legacy application it replaced (more functionalities)
    • Offered an ITIL structured service catalog
    • Great solution that can support IT Service Center activities.
    Read full review

    Ivanti

    • As with any standard ticketing system, it helped decrease the time before first contact with clients.
    • Our department was always concerned with keeping a low budget, and it was cheaper than most.
    • My supervisor could easily tell how many resources were being put into each employee, so we had more visibility of our team's capabilities at a given time if we needed to take on something complex.
    Read full review

    Screenshots

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