What users are saying about
55 Ratings
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Score 7.1 out of 101

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Likelihood to Recommend

Cherwell Service Management

If you are a single consolidated IT group it will excel for you as a ticketing system. The asset management portion could be a little more robust, but again this could be in relation to the interface of the product/version we are using. If you are a decentralized IT group then another platform may be better suited.
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Feature Rating Comparison

Incident and problem management

Cherwell Service Management
6.9
Organize and prioritize service tickets
Cherwell Service Management
8.1
Expert directory
Cherwell Service Management
7.3
Service restoration
Cherwell Service Management
7.5
Self-service tools
Cherwell Service Management
7.0
Subscription-based notifications
Cherwell Service Management
6.6
ITSM collaboration and documentation
Cherwell Service Management
5.5
ITSM reports and dashboards
Cherwell Service Management
6.6

ITSM asset management

Cherwell Service Management
6.2
Configuration mangement
Cherwell Service Management
6.1
Asset management dashboard
Cherwell Service Management
5.8
Policy and contract enforcement
Cherwell Service Management
6.9

Change management

Cherwell Service Management
7.7
Change requests repository
Cherwell Service Management
7.3
Change calendar
Cherwell Service Management
7.6
Service-level management
Cherwell Service Management
8.1

Pros

  • Incident management is clear and easy to use. The business specific changes that were made, were easy to complete.
  • A great web portal.
  • Updates push out upon logging into the client.
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Cons

  • Problem management text messaging reports are not great.
  • I wish Cherwell had more Mapps.
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Likelihood to Renew

Cherwell Service Management8.5
Based on 4 answers
We stay on maintenance for support and upgrades. We rely on this product for our internal operations and need to have a maintenance contract so there is some vendor support in the event of a disaster, so we opted to renew. The more recent versions of Cherwell also have some new exciting features that we're also hoping to be able to implement.
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Alternatives Considered

We compared many tools when we were looking for a better solution. Many of the tools that we found could work, however, Cherwell included everything that we wanted out-of-box. Many of the other tools required extra bits of software for the functions that we were looking for.
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Return on Investment

  • Cherwell has proven to have a great ROI. We couldn't get off the other tool we used quick enough.
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Pricing Details

Cherwell Service Management

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Additional Pricing Details