Cherwell Service Management vs. HCL Notes

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
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
HCL Notes
Score 6.7 out of 10
N/A
Notes from HCL (formerly from IBM, acquired by HCL in late 2018) is a collaboration platform based on the Lotus platform.N/A
Pricing
Cherwell Service ManagementHCL Notes
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Cherwell Service ManagementHCL Notes
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Cherwell Service ManagementHCL Notes
Top Pros
Top Cons
Features
Cherwell Service ManagementHCL Notes
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Cherwell Service Management
9.6
53 Ratings
16% above category average
HCL Notes
-
Ratings
Organize and prioritize service tickets10.052 Ratings00 Ratings
Expert directory9.541 Ratings00 Ratings
Service restoration9.835 Ratings00 Ratings
Self-service tools9.851 Ratings00 Ratings
Subscription-based notifications9.438 Ratings00 Ratings
ITSM collaboration and documentation9.448 Ratings00 Ratings
ITSM reports and dashboards9.651 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Cherwell Service Management
9.7
44 Ratings
16% above category average
HCL Notes
-
Ratings
Configuration mangement9.742 Ratings00 Ratings
Asset management dashboard9.741 Ratings00 Ratings
Policy and contract enforcement9.631 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
Cherwell Service Management
9.8
50 Ratings
15% above category average
HCL Notes
-
Ratings
Change requests repository9.748 Ratings00 Ratings
Change calendar9.844 Ratings00 Ratings
Service-level management9.845 Ratings00 Ratings
Project Management
Comparison of Project Management features of Product A and Product B
Cherwell Service Management
-
Ratings
HCL Notes
6.9
10 Ratings
13% below category average
Task Management00 Ratings7.09 Ratings
Gantt Charts00 Ratings6.03 Ratings
Scheduling00 Ratings8.09 Ratings
Workflow Automation00 Ratings5.06 Ratings
Mobile Access00 Ratings8.010 Ratings
Search00 Ratings6.09 Ratings
Visual planning tools00 Ratings8.03 Ratings
Communication
Comparison of Communication features of Product A and Product B
Cherwell Service Management
-
Ratings
HCL Notes
9.2
10 Ratings
14% above category average
Chat00 Ratings6.010 Ratings
Notifications00 Ratings9.010 Ratings
Discussions00 Ratings9.57 Ratings
Surveys00 Ratings9.14 Ratings
Internal knowledgebase00 Ratings10.06 Ratings
Integrates with GoToMeeting00 Ratings10.03 Ratings
Integrates with Gmail and Google Hangouts00 Ratings10.02 Ratings
Integrates with Outlook00 Ratings10.05 Ratings
File Sharing & Management
Comparison of File Sharing & Management features of Product A and Product B
Cherwell Service Management
-
Ratings
HCL Notes
7.6
9 Ratings
6% below category average
Versioning00 Ratings9.04 Ratings
Video files00 Ratings6.05 Ratings
Audio files00 Ratings6.05 Ratings
Document collaboration00 Ratings8.08 Ratings
Access control00 Ratings6.08 Ratings
Advanced security features00 Ratings8.08 Ratings
Integrates with Google Drive00 Ratings10.02 Ratings
Device sync00 Ratings8.05 Ratings
Best Alternatives
Cherwell Service ManagementHCL Notes
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Stackby
Stackby
Score 9.8 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Troop Messenger
Troop Messenger
Score 9.7 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.2 out of 10
HCL Connections
HCL Connections
Score 9.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Cherwell Service ManagementHCL Notes
Likelihood to Recommend
9.5
(57 ratings)
7.0
(16 ratings)
Likelihood to Renew
9.9
(13 ratings)
1.7
(5 ratings)
Usability
8.7
(5 ratings)
10.0
(1 ratings)
Availability
8.2
(3 ratings)
10.0
(1 ratings)
Performance
6.4
(1 ratings)
10.0
(1 ratings)
Support Rating
6.6
(16 ratings)
9.0
(2 ratings)
In-Person Training
8.7
(2 ratings)
-
(0 ratings)
Online Training
9.1
(1 ratings)
10.0
(1 ratings)
Implementation Rating
9.0
(3 ratings)
9.0
(1 ratings)
Configurability
9.1
(2 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
9.1
(1 ratings)
-
(0 ratings)
Ease of integration
9.1
(1 ratings)
-
(0 ratings)
Product Scalability
8.2
(1 ratings)
-
(0 ratings)
Professional Services
7.3
(1 ratings)
-
(0 ratings)
Vendor post-sale
6.4
(1 ratings)
-
(0 ratings)
User Testimonials
Cherwell Service ManagementHCL Notes
Likelihood to Recommend
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.
Read full review
HCL Technologies
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.
Read full review
Pros
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.
Read full review
HCL Technologies
  • 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$).
Read full review
Cons
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.
Read full review
HCL Technologies
  • 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).
Read full review
Likelihood to Renew
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)
Read full review
HCL Technologies
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.
Read full review
Usability
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.
Read full review
HCL Technologies
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.
Read full review
Reliability and Availability
Ivanti
Almost always available, with exception for a handful of outages due to infrastructure related issues
Read full review
HCL Technologies
No answers on this topic
Performance
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
Read full review
HCL Technologies
No answers on this topic
Support Rating
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.
Read full review
HCL Technologies
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.
Read full review
In-Person Training
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.
Read full review
HCL Technologies
No answers on this topic
Online Training
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.
Read full review
HCL Technologies
No answers on this topic
Implementation Rating
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
Read full review
HCL Technologies
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.
Read full review
Alternatives Considered
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.
Read full review
HCL Technologies
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.
Read full review
Contract Terms and Pricing Model
Ivanti
We have had great contracts with Cherwell and love the concurrent licensing model
Read full review
HCL Technologies
No answers on this topic
Scalability
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
Read full review
HCL Technologies
No answers on this topic
Professional Services
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
Read full review
HCL Technologies
No answers on this topic
Return on Investment
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.
Read full review
HCL Technologies
  • 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.
Read full review
ScreenShots