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Top Rated
97 Ratings
91 Ratings

Cherwell Service Management

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Top Rated
97 Ratings
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Score 7.9 out of 100
91 Ratings
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Score 7.9 out of 100

Feature Set Ratings

    Incident and problem management

    8.7

    Cherwell Service Management

    87%

    HCL Notes

    Feature Set Not Supported
    N/A
    Cherwell Service Management ranks higher in 7/7 features

    Organize and prioritize service tickets

    9.8
    98%
    46 Ratings
    N/A
    0 Ratings

    Expert directory

    8.2
    82%
    36 Ratings
    N/A
    0 Ratings

    Service restoration

    8.1
    81%
    29 Ratings
    N/A
    0 Ratings

    Self-service tools

    9.0
    90%
    45 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    8.3
    83%
    33 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    8.4
    84%
    42 Ratings
    N/A
    0 Ratings

    ITSM reports and dashboards

    9.3
    93%
    45 Ratings
    N/A
    0 Ratings

    ITSM asset management

    9.0

    Cherwell Service Management

    90%

    HCL Notes

    Feature Set Not Supported
    N/A
    Cherwell Service Management ranks higher in 3/3 features

    Configuration mangement

    9.2
    92%
    36 Ratings
    N/A
    0 Ratings

    Asset management dashboard

    9.2
    92%
    35 Ratings
    N/A
    0 Ratings

    Policy and contract enforcement

    8.7
    87%
    26 Ratings
    N/A
    0 Ratings

    Change management

    9.5

    Cherwell Service Management

    95%

    HCL Notes

    Feature Set Not Supported
    N/A
    Cherwell Service Management ranks higher in 3/3 features

    Change requests repository

    9.2
    92%
    42 Ratings
    N/A
    0 Ratings

    Change calendar

    9.7
    97%
    38 Ratings
    N/A
    0 Ratings

    Service-level management

    9.6
    96%
    39 Ratings
    N/A
    0 Ratings

    Project Management

    Cherwell Service Management

    Feature Set Not Supported
    N/A
    7.6

    HCL Notes

    76%
    HCL Notes ranks higher in 7/7 features

    Task Management

    N/A
    0 Ratings
    7.0
    70%
    9 Ratings

    Gantt Charts

    N/A
    0 Ratings
    7.0
    70%
    3 Ratings

    Scheduling

    N/A
    0 Ratings
    10.0
    100%
    9 Ratings

    Workflow Automation

    N/A
    0 Ratings
    8.0
    80%
    6 Ratings

    Mobile Access

    N/A
    0 Ratings
    7.0
    70%
    10 Ratings

    Search

    N/A
    0 Ratings
    7.0
    70%
    9 Ratings

    Visual planning tools

    N/A
    0 Ratings
    7.0
    70%
    3 Ratings

    Communication

    Cherwell Service Management

    Feature Set Not Supported
    N/A
    6.5

    HCL Notes

    65%
    HCL Notes ranks higher in 8/8 features

    Chat

    N/A
    0 Ratings
    9.0
    90%
    10 Ratings

    Notifications

    N/A
    0 Ratings
    7.0
    70%
    10 Ratings

    Discussions

    N/A
    0 Ratings
    8.0
    80%
    8 Ratings

    Surveys

    N/A
    0 Ratings
    4.0
    40%
    5 Ratings

    Internal knowledgebase

    N/A
    0 Ratings
    5.0
    50%
    7 Ratings

    Integrates with GoToMeeting

    N/A
    0 Ratings
    5.0
    50%
    4 Ratings

    Integrates with Gmail and Google Hangouts

    N/A
    0 Ratings
    7.0
    70%
    3 Ratings

    Integrates with Outlook

    N/A
    0 Ratings
    7.0
    70%
    6 Ratings

    File Sharing & Management

    Cherwell Service Management

    Feature Set Not Supported
    N/A
    6.2

    HCL Notes

    62%
    HCL Notes ranks higher in 8/8 features

    Versioning

    N/A
    0 Ratings
    3.1
    31%
    4 Ratings

    Video files

    N/A
    0 Ratings
    3.0
    30%
    5 Ratings

    Audio files

    N/A
    0 Ratings
    3.0
    30%
    5 Ratings

    Document collaboration

    N/A
    0 Ratings
    8.0
    80%
    8 Ratings

    Access control

    N/A
    0 Ratings
    8.0
    80%
    8 Ratings

    Advanced security features

    N/A
    0 Ratings
    8.0
    80%
    8 Ratings

    Integrates with Google Drive

    N/A
    0 Ratings
    8.0
    80%
    3 Ratings

    Device sync

    N/A
    0 Ratings
    8.0
    80%
    5 Ratings

    Attribute Ratings

    • Cherwell Service Management is rated higher in 2 areas: Likelihood to Recommend, Likelihood to Renew
    • HCL Notes is rated higher in 4 areas: Usability, Availability, Support Rating, Implementation Rating

    Likelihood to Recommend

    8.4

    Cherwell Service Management

    84%
    51 Ratings
    8.0

    HCL Notes

    80%
    16 Ratings

    Likelihood to Renew

    8.3

    Cherwell Service Management

    83%
    10 Ratings
    1.7

    HCL Notes

    17%
    5 Ratings

    Usability

    7.2

    Cherwell Service Management

    72%
    3 Ratings
    10.0

    HCL Notes

    100%
    1 Rating

    Availability

    9.0

    Cherwell Service Management

    90%
    4 Ratings
    10.0

    HCL Notes

    100%
    2 Ratings

    Performance

    Cherwell Service Management

    N/A
    0 Ratings
    10.0

    HCL Notes

    100%
    2 Ratings

    Support Rating

    8.8

    Cherwell Service Management

    88%
    27 Ratings
    9.0

    HCL Notes

    90%
    4 Ratings

    Online Training

    Cherwell Service Management

    N/A
    0 Ratings
    10.0

    HCL Notes

    100%
    1 Rating

    Implementation Rating

    7.7

    Cherwell Service Management

    77%
    2 Ratings
    9.0

    HCL Notes

    90%
    2 Ratings

    Likelihood to Recommend

    Cherwell Service Management

    Cherwell is a well-rounded product that can really be utilized as far as one's imagination can stretch. I've used the product in both a corporate and medical environment, where the tool was used for vastly different reasons (i.e., ITSM, business & retail functions, vs hospital orderlies & medical equipment tracking in a CMDB, etc.). Cherwell is so versatile that you can really use it to develop any workflow or process that is unique to your line of business - there are more than enough functions and tools available within Cherwell to effectively manage any enterprise solution your organization needs. The major drawback of flexibility is supportability. Given that you can essentially develop anything you want (content-wise) in Cherwell, it can quickly become highly complex and difficult to support by anyone other than the original developer. Documentation is key (F-spec & T-spec especially!) when developing larger solutions in Cherwell.
    Anonymous | TrustRadius Reviewer

    HCL Notes

    I often work with teams from other country and regions, hence HCL Notes is a very useful platform for internal company management operations. It standardized organisational work standards in most of the offices worldwide. HCL Notes also enables chat with other team around the world that I find very helpful when initiating conversation or just want to have a quick update rather than sending emails and waiting for replies. However, HCL Notes is not very efficient in web browsing and user still need to use other internet service providers.
    Mogana Tashiani | TrustRadius Reviewer

    Pros

    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

    HCL Notes

    • It has a really strong and robust database that's extremely scalable and holds up well to thousands of users and many different environments.
    • It has a really good enterprise-grade framework for development custom database applications
    • All of the custom database applications along with the email all have a nice uniform look and feel so their easy-to-use.
    • I really like how it's developed and supported on every client OS (Windows, OSX, Linux)! The competitors definitely do NOT offer this (M$).
    Matthew J. Fitzpatrick | TrustRadius Reviewer

    Cons

    Cherwell Service Management

    • 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.
    Megan Hartz | TrustRadius Reviewer

    HCL Notes

    • Notes' backwards compatibility sometimes gets in the way. Menus are cluttered with extraneous, outdated options and features that modern users will never use, and Preferences are often difficult to navigate for those coming from Gmail or Outlook. We have greatly simplified this via Policies, but users still find it daunting to go through all the options that are available.
    • The IBM Notes client for Windows & Mac is essentially the Eclipse Java development platform...so it is HUGE. Performance initially was very slow but IBM has done a good job of speeding things up. As IBM moves more toward cloud-delivered applications, this will not be as much of a problem.
    • Notes and Domino can be complex to manage for administrators who are more accustomed to ActiveDirectory, Group Policy, etc. Editing a notes.ini file to add a feature, or working with XML files by hand to create a SmartUpgrade kit can be daunting to those coming from more modern administrative roles.
    • Some users claim to "hate" Notes mail. While I have heard this less and less over the past 10 years, we have had 3rd party software offer plugins to Outlook and it's rare to see any for Notes.
    • The client update process should be automated more. I would like to see the Notes client update quietly and quickly more like an Adobe software update. If an update fails it should automatically try again without prompting the user over and over.
    • Notes multiple language spell checking is a downloaded add-on Java-based resource that has to be deployed in a convoluted way that is difficult for users to grasp. Therefore any foreign language spell check updates must be done individually per Notes client by IT, which is unfortunate. I would prefer to see that be a "live download" update option for users to get directly from IBM (don't make me download it and put it on my network).
    Jeremiah Benjamin | TrustRadius Reviewer

    Pricing Details

    Cherwell Service Management

    General

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

    Starting Price

    HCL Notes

    General

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

    Starting Price

    Likelihood to Renew

    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

    HCL Notes

    HCL Notes 1.7
    Based on 5 answers
    I've been in IT business and as a Programmer/Developer for 20+ years with too many programming languages experiences/back ground (C/C++/Visual Basic/Basic Program/Unix/COBOL/Java). Also with 18+ years with Lotus Notes/IBM Domino, I am still and always think Lotus Notes is the best RAD platform available!. When the time where resource is very limited and the expectation is very high and the turn around is too short, IBM Domino/Notes is the platform to use and it's the only choice available.
    Tom Le | TrustRadius Reviewer

    Usability

    Cherwell Service Management

    Cherwell Service Management 7.2
    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

    HCL Notes

    HCL Notes 10.0
    Based on 1 answer
    Easy to use for the user, most of the apps we developed, there is not much need for user training. Most of the times, we just do a demo to the users group and they can pick up from there.
    Tom Le | TrustRadius Reviewer

    Support Rating

    Cherwell Service Management

    Cherwell Service Management 8.8
    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

    HCL Notes

    HCL Notes 9.0
    Based on 4 answers
    I've been using the production for a very long time and very happy with it. Also, all the online resources and forums for notes is very friendly and easy/quick for getting help. I found out that compared to Microsoft or Oracle or any other platforms, IBM Notes online forum is the best I have seen.
    Tom Le | TrustRadius Reviewer

    Implementation Rating

    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

    HCL Notes

    HCL Notes 9.0
    Based on 2 answers
    Implementation is easy and smooth if the requirement is well gathered/documented. Notes is a RAD platform, all projects in Notes is simple in the implementation step.
    Tom Le | TrustRadius Reviewer

    Alternatives Considered

    Cherwell Service Management

    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.
    Aidan Wick | TrustRadius Reviewer

    HCL Notes

    Outlook has been considered for years as a replacement platform. Pricing and support staff made it prohibitive. Our long-time use of Microsoft Office productivity suite naturally led us to consider the adoption of Office365. A recent investigation told us that Azure Cloud services propel an O365 solution to the forefront. Early adopters in international divisions have paved the way for Azure and O365.
    Christopher Stark | TrustRadius Reviewer

    Return on Investment

    Cherwell Service Management

    • 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.
    David Crawford | TrustRadius Reviewer

    HCL Notes

    • Over the years, we have lost countless hours of productivity from the thousands of crashes we have experienced.
    • One benefit of IBM Notes is that it is very simple to train a new user on. Many people prefer and are familiar with Google tools, but those that use IBM Notes have very little trouble acclimating themselves.
    Anonymous | TrustRadius Reviewer

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