Cherwell Asset Management (discontinued) vs. Ivanti LANDESK Service Desk (discontinued)

For small industries, it can prove to be a better solution as Cherwell offers comparatively affordable costs for small organizations. But for larger companies, there are many other solutions available in the market that are less complex and offer a variety of additional features. It can be a little complex to use because of its high configuration.

Incentivized

I would recommend this product to anyone looking for an ITSM solution. Overall the team is very easy to work with and the solution is on par with others in the market. We have no complaints about the product and we are scaling it to meet our growing needs.

Incentivized

• Automation
• Integrating with other systems
• Full control over how ITSM platform is set up and used

• Follow pre-defined workflows for ticket types.
• Properly route tickets & messages to internal users.
• Offer a simplified interface for writing message templates and workflows.

Incentivized

• Very costly licenses.
• Requires comparatively high amount of configuration.
• Comparatively complex to use other solutions available in market.

Incentivized

• Interface could use a facelift
• Communicate with users from tickets
• When all task have been completed the option to close the ticket should be available, or it just hangs out there

Cherwell support has been excellent! Always available to take our emails and calls and get back to us quickly.

Support system is very good. I believe they have done an excellent job supporting our questions

Cherwell Asset Management is a quite known and affordable solution for Asset management for organizations where there are more than 800-1000 users as it provides a complete integrated solution. There are many additional features that are available in Cherwell which is not available in other solution, like tracking of cost, management of procurement, etc.

Incentivized

They only system that I can compare against Service Desk is ConnectWise. With that in mind, I definitely see that Service Desk is much easier to maintain, design and improve. The visual representation of processes does assist with seeing how it's working. However, the window design is still severely lacking in comparison.

Incentivized

• Consolidated other systems into a single platform

• Our Help Desk agents have been able to streamline the incident process and we were able to create template for common types of calls like lock-outs and password resets. This has saved the help desk a ton of time and helps resolve customer issues more quickly
• The change management module allowed us to completely transform our process. It is now simple and intuitive to enter a change and have it approved and worked.
• The CMDB module has allowed us to begin tracking our assets in one place and seeing how they relate to each other. This is something that was not available prior and it has streamlined our organization.

Incentivized