C2 ITSM vs. Cherwell Service Management

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
C2 ITSM
Score 6.0 out of 10
Mid-Size Companies (51-1,000 employees)
C2 is an integrated IT service management software designed for organizations. It’s also an ITIL-ready and codeless service desk built for reaching ultimate automation potential and operating ticketing. C2 delivers enterprise service management solutions for either on-premise or cloud installation. It boasts fast configuration and onboarding to facilitate software transition without touching a single line of code or living in fear of the next upgrade. The web-based solution aims…
$44
per month per user
Cherwell Service Management
Score 7.3 out of 10
N/A
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.N/A
Pricing
C2 ITSMCherwell Service Management
Editions & Modules
Named License
$44
per month per user
Concurrent Licenses
$60
per month per user
No answers on this topic
Offerings
Pricing Offerings
C2 ITSMCherwell Service Management
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup Fee$6,000 per installationNo setup fee
Additional DetailsCloud version includes monthly subscription license, updates, hosting & support. Concurrent Licensing only. Yearly plan paid annually. Custom-cloud & Enterprise version available with additional options & features.
More Pricing Information
Features
C2 ITSMCherwell Service Management
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
C2 ITSM
-
Ratings
Cherwell Service Management
9.7
53 Ratings
17% above category average
Organize and prioritize service tickets00 Ratings10.052 Ratings
Expert directory00 Ratings9.641 Ratings
Service restoration00 Ratings9.935 Ratings
Self-service tools00 Ratings9.851 Ratings
Subscription-based notifications00 Ratings9.538 Ratings
ITSM collaboration and documentation00 Ratings9.548 Ratings
ITSM reports and dashboards00 Ratings9.751 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
C2 ITSM
-
Ratings
Cherwell Service Management
9.7
44 Ratings
17% above category average
Configuration mangement00 Ratings9.742 Ratings
Asset management dashboard00 Ratings9.741 Ratings
Policy and contract enforcement00 Ratings9.731 Ratings
Change management
Comparison of Change management features of Product A and Product B
C2 ITSM
-
Ratings
Cherwell Service Management
9.8
50 Ratings
16% above category average
Change requests repository00 Ratings9.848 Ratings
Change calendar00 Ratings9.844 Ratings
Service-level management00 Ratings9.945 Ratings
Best Alternatives
C2 ITSMCherwell Service Management
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.1 out of 10
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
C2 ITSMCherwell Service Management
Likelihood to Recommend
-
(0 ratings)
9.6
(57 ratings)
Likelihood to Renew
-
(0 ratings)
9.9
(13 ratings)
Usability
-
(0 ratings)
8.7
(5 ratings)
Availability
-
(0 ratings)
8.2
(3 ratings)
Performance
-
(0 ratings)
6.4
(1 ratings)
Support Rating
-
(0 ratings)
6.6
(16 ratings)
In-Person Training
-
(0 ratings)
8.7
(2 ratings)
Online Training
-
(0 ratings)
9.1
(1 ratings)
Implementation Rating
-
(0 ratings)
9.0
(3 ratings)
Configurability
-
(0 ratings)
9.1
(2 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
9.1
(1 ratings)
Ease of integration
-
(0 ratings)
9.1
(1 ratings)
Product Scalability
-
(0 ratings)
8.2
(1 ratings)
Professional Services
-
(0 ratings)
7.3
(1 ratings)
Vendor post-sale
-
(0 ratings)
6.4
(1 ratings)
User Testimonials
C2 ITSMCherwell Service Management
Likelihood to Recommend
Sherweb
No answers on this topic
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.
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Pros
Sherweb
No answers on this topic
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.
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Cons
Sherweb
No answers on this topic
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.
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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)
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Usability
Sherweb
No answers on this topic
Ivanti
I enjoy the layout and configuration of our Cherwell Service Management instance. It did take me a bit to get used to, as with any new ticketing system, but now that I understand the system more, I thoroughly enjoy it! There are just so many options and the UI is very intuitive.
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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
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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
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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.
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In-Person Training
Sherweb
No answers on this topic
Ivanti
I didn't partake in the in-person training, but it was available. I preferred the online method instead, which was a great experience. It was nice to have someone available to bounce questions off of and demonstrate how certain functions worked.
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Online Training
Sherweb
No answers on this topic
Ivanti
The training was great! We got together to review the system, its UI, and how to perform basic functions. Then there was plenty of time to ask questions and test out the system while there was someone available to assist.
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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
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Alternatives Considered
Sherweb
No answers on this topic
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.
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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
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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
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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
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Return on Investment
Sherweb
No answers on this topic
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.
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ScreenShots

C2 ITSM Screenshots

Screenshot of Ticket GridScreenshot of Calendar ViewScreenshot of Inside TicketScreenshot of Dashboard and ReportingScreenshot of Self-service web portalScreenshot of Workflow