What users are saying about
3 Ratings
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86 Ratings
3 Ratings
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Score 8 out of 100

Cherwell Service Management

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86 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.1 out of 100

Likelihood to Recommend

C2 ATOM

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
Patrice Tanguay | TrustRadius Reviewer

Cherwell Service Management

Cherwell [Service Management] is well suited out-of-the-box for all things IT Service Management, from Incident and Service Request management, to Change, to Asset and Configuration Management. With Cherwell's official FSM module, it is also well suited for Facilities Management. I see Cherwell's vision with the HRSM module, but more work needs to go into it for it to be able to compete with existing HR solutions. With custom development, Cherwell is also great at custom webpages using a WYSIWYG style.
Aidan Wick | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

C2 ATOM
7.8
Cherwell Service Management
8.6
Organize and prioritize service tickets
C2 ATOM
8.0
Cherwell Service Management
9.0
Expert directory
C2 ATOM
9.0
Cherwell Service Management
8.8
Self-service tools
C2 ATOM
8.0
Cherwell Service Management
8.9
Subscription-based notifications
C2 ATOM
6.0
Cherwell Service Management
8.3
ITSM collaboration and documentation
C2 ATOM
8.0
Cherwell Service Management
8.3
ITSM reports and dashboards
C2 ATOM
8.0
Cherwell Service Management
9.0
Service restoration
C2 ATOM
Cherwell Service Management
7.6

ITSM asset management

C2 ATOM
7.5
Cherwell Service Management
8.8
Configuration mangement
C2 ATOM
8.0
Cherwell Service Management
8.6
Asset management dashboard
C2 ATOM
7.0
Cherwell Service Management
9.1
Policy and contract enforcement
C2 ATOM
Cherwell Service Management
8.6

Change management

C2 ATOM
9.0
Cherwell Service Management
9.0
Change requests repository
C2 ATOM
9.0
Cherwell Service Management
8.7
Change calendar
C2 ATOM
9.0
Cherwell Service Management
9.2
Service-level management
C2 ATOM
Cherwell Service Management
9.1

Pros

C2 ATOM

  • Great Dashboard
  • Easy to read and use graphical user interface
  • Very detailed contact list
Patrice Tanguay | TrustRadius Reviewer

Cherwell Service Management

  • 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.
Jane Updegraff | TrustRadius Reviewer

Cons

C2 ATOM

  • Alerts to advise when ticket thresholds avec been exceeded
  • The chat option is unnecessary with all the communication channels available
Patrice Tanguay | TrustRadius Reviewer

Cherwell Service Management

  • While I understand that a lot of customization can be up to an organization, the platform was always a huge pain when going beyond the installed client. The web client and mobile app were very problematic and clunky, locked up frequently.
  • My university was 50% Windows/50% Apple, and there's no Apple client.
  • The built in remote control capabilities on tickets for client machines didn't play well with our active directory. We always just used a different program.
  • Error handling could have been much better. Accidentally assigning ticket items to "non-existent" resources could crash the client. Such as if the resource was removed before a worker's view was refreshed.
  • Tickets can go into limbo very easily, and seemed to require more development than it should to protect us from doing that. This is because there's a lot of different ways to do the same thing. Too many touch points all over the place in the UI.
  • Too many ticket priority options. Clients could be assigned personal higher priorities through VIP status, tickets could be given their own priorities that conflict with client status, and SLA deadlines could assign other conflicting priorities. There were more but these were the most problematic if you're using Cherwell in a situation where you have limited developer time to nail down all the inconsistencies every day.
  • There was an arbitrary time tracking feature on tickets that attempted to gather data on how long certain resources took, but because the UI was very cumbersome this was more of a pain to do and was very inaccurate of the actual work it takes to do certain things.
David Crawford | TrustRadius Reviewer

Likelihood to Renew

C2 ATOM

No score
No answers yet
No answers on this topic

Cherwell Service Management

Cherwell Service Management 8.3
Based on 10 answers
So far we've been really happy with Cherwell Service Management. We are aware that there are cheaper solutions out there and cost is always a factor. As we continue to dial it in and make improvements one thing we'd like to see is a better way to classify and categorize the work. For first time users it can be quite confusing to get your tickets assigned to the correct group with an organization as large as ours.
Anonymous | TrustRadius Reviewer

Usability

C2 ATOM

No score
No answers yet
No answers on this topic

Cherwell Service Management

Cherwell Service Management 7.4
Based on 3 answers
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.
Anonymous | TrustRadius Reviewer

Support Rating

C2 ATOM

No score
No answers yet
No answers on this topic

Cherwell Service Management

Cherwell Service Management 8.6
Based on 27 answers
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.
Zachary Louis | TrustRadius Reviewer

Implementation Rating

C2 ATOM

No score
No answers yet
No answers on this topic

Cherwell Service Management

Cherwell Service Management 7.7
Based on 2 answers
We had access to the old system that Cherwell replaced. Some things were difficult to find in the beginning but it was a learning curve that got easier after a few days.
Anonymous | TrustRadius Reviewer

Alternatives Considered

C2 ATOM

It all came down to cost. Total cost vs available functionalityHowever, being a Quebec based company the decision to purchase from a local company did have a factor in the decision making.
Patrice Tanguay | TrustRadius Reviewer

Cherwell Service Management

We previously used SchoolDude and it was very lacking compared to Cherwell. Many things had to be done manually, such as selecting if the ticket was an incident or service request. If this was not selected, the ticket was not included in monthly reports. Now that is all automated.SchoolDude did not allow multiple people to work on a ticket as needed, without assigning it to a new person before your work might be done.
Robbie Speers | TrustRadius Reviewer

Return on Investment

C2 ATOM

  • 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.
Patrice Tanguay | TrustRadius Reviewer

Cherwell Service Management

  • Our process has benefited from a more rigid framework
  • Our communication on tickets between team members and inter-departmental has improved
  • Our entire User Process onboarding/offboarding process has been informed by Cherwell
  • We actually have a Change Management process workflow now
  • We are better able to serve our customers because our documentation and communication have increased
  • We will be offering self-service options when we make the Cherwell self-service portal live to our customers later this month
Michael J Mandeville | TrustRadius Reviewer

Screenshots

Cherwell Service Management

Pricing Details

C2 ATOM

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
$6,000

C2 ATOM Editions & Modules

On-premise Edition
C2 ATOM On-PremiseContact us
Starting Price$62.002
  1. none
  2. per month
SaaS Edition
SMALL TEAM$501
ACROSS YOUR BUSINESS$651
  1. per user per month
Additional Pricing 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

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Cherwell Service Management Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

C2 ATOM
8.0
Cherwell Service Management
8.0

Likelihood to Renew

C2 ATOM
Cherwell Service Management
8.3

Usability

C2 ATOM
Cherwell Service Management
7.4

Reliability and Availability

C2 ATOM
Cherwell Service Management
9.0

Support Rating

C2 ATOM
Cherwell Service Management
8.6

Implementation Rating

C2 ATOM
Cherwell Service Management
7.7

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