81 Ratings
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Score 7.7 out of 100
79 Ratings
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Score 8.1 out of 100

Likelihood to Recommend

Cherwell Service Management

Cherwell is a good choice for any sized enterprise that needs an extremely customizable IT help desk solution that triggers (again, entirely customizable) automated actions, spawns workflows (and auto-spawns tasks and sub-tasks for them) for multiple IT technicians and multiple tiers of technicians. It can do project management, change management, asset management, all the same things that the others can do and far, far more. If you do NOT need a highly customized help desk solution and if you don't need automated workflow creation and task tracking, then you could buy a less expensive solution that you can use out of the box without any of the frills. But as I said, Cherwell can do a lot more than just IT help desk, and it has a huge array of "plug-in" / "add-on" features, most of which are free, that make every Cherwell implementation completely unique to the enterprise that uses it. Cherwell is just right for a company that wants to manage and customize the help desk application with a PTE resource. I manage it myself at my company, and I spend very little time maintaining it now that it's solidly established ... although it's so much fun to customize that I wish I had more time to add new features and play with it. I do strongly advise some training for the admins ... your Cherwell admins MUST take the online, instructor-led introductory admin class to kick you off, and you MUST have implementation help from Cherwell to setup your instance, especially their hosted offering, over which you don't have database admin control (you can't even turn it on to get it working without their help). But after that, there is very little support needed from your own in-house Cherwell admin resource, unless, of course, you are constantly growing the solution to make it do more. I can see how that could happen because Cherwell can do almost anything. I can imagine some departments wanting to make it into the swiss-army-knife of IT .. and HR .. and facilities .... and physical security ... and you could spend many hours down the rabbit hole doing that if you wanted to
Jane Updegraff | TrustRadius Reviewer

HCL Notes (formerly from IBM)

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

Feature Rating Comparison

Incident and problem management

Cherwell Service Management
8.4
HCL Notes (formerly from IBM)
Organize and prioritize service tickets
Cherwell Service Management
8.7
HCL Notes (formerly from IBM)
Expert directory
Cherwell Service Management
8.3
HCL Notes (formerly from IBM)
Service restoration
Cherwell Service Management
8.0
HCL Notes (formerly from IBM)
Self-service tools
Cherwell Service Management
8.5
HCL Notes (formerly from IBM)
Subscription-based notifications
Cherwell Service Management
8.1
HCL Notes (formerly from IBM)
ITSM collaboration and documentation
Cherwell Service Management
8.4
HCL Notes (formerly from IBM)
ITSM reports and dashboards
Cherwell Service Management
8.8
HCL Notes (formerly from IBM)

ITSM asset management

Cherwell Service Management
8.3
HCL Notes (formerly from IBM)
Configuration mangement
Cherwell Service Management
8.3
HCL Notes (formerly from IBM)
Asset management dashboard
Cherwell Service Management
8.7
HCL Notes (formerly from IBM)
Policy and contract enforcement
Cherwell Service Management
8.1
HCL Notes (formerly from IBM)

Change management

Cherwell Service Management
8.6
HCL Notes (formerly from IBM)
Change requests repository
Cherwell Service Management
8.4
HCL Notes (formerly from IBM)
Change calendar
Cherwell Service Management
8.6
HCL Notes (formerly from IBM)
Service-level management
Cherwell Service Management
8.7
HCL Notes (formerly from IBM)

Project Management

Cherwell Service Management
HCL Notes (formerly from IBM)
8.6
Task Management
Cherwell Service Management
HCL Notes (formerly from IBM)
9.2
Gantt Charts
Cherwell Service Management
HCL Notes (formerly from IBM)
10.0
Scheduling
Cherwell Service Management
HCL Notes (formerly from IBM)
8.8
Workflow Automation
Cherwell Service Management
HCL Notes (formerly from IBM)
9.5
Mobile Access
Cherwell Service Management
HCL Notes (formerly from IBM)
9.1
Search
Cherwell Service Management
HCL Notes (formerly from IBM)
3.4
Visual planning tools
Cherwell Service Management
HCL Notes (formerly from IBM)
10.0

Communication

Cherwell Service Management
HCL Notes (formerly from IBM)
9.7
Chat
Cherwell Service Management
HCL Notes (formerly from IBM)
9.6
Notifications
Cherwell Service Management
HCL Notes (formerly from IBM)
9.3
Discussions
Cherwell Service Management
HCL Notes (formerly from IBM)
9.4
Surveys
Cherwell Service Management
HCL Notes (formerly from IBM)
8.9
Internal knowledgebase
Cherwell Service Management
HCL Notes (formerly from IBM)
10.0
Integrates with GoToMeeting
Cherwell Service Management
HCL Notes (formerly from IBM)
10.0
Integrates with Gmail and Google Hangouts
Cherwell Service Management
HCL Notes (formerly from IBM)
10.0
Integrates with Outlook
Cherwell Service Management
HCL Notes (formerly from IBM)
10.0

File Sharing & Management

Cherwell Service Management
HCL Notes (formerly from IBM)
9.1
Versioning
Cherwell Service Management
HCL Notes (formerly from IBM)
8.9
Video files
Cherwell Service Management
HCL Notes (formerly from IBM)
8.0
Audio files
Cherwell Service Management
HCL Notes (formerly from IBM)
8.0
Document collaboration
Cherwell Service Management
HCL Notes (formerly from IBM)
9.2
Access control
Cherwell Service Management
HCL Notes (formerly from IBM)
9.5
Advanced security features
Cherwell Service Management
HCL Notes (formerly from IBM)
9.5
Integrates with Google Drive
Cherwell Service Management
HCL Notes (formerly from IBM)
10.0
Device sync
Cherwell Service Management
HCL Notes (formerly from IBM)
10.0

Pros

Cherwell Service Management

  • After proper training on setting up the views and servers, Cherwell did a good job separating various department ownership of tickets. Our work views weren't cluttered with irrelevant information.
  • There is a lot of information that can be embedded into tickets. Such as sub-task assignments that could contain almost the same information as a ticket itself. Lot of customization options.
  • Custom personal dashboards were nice, once I figured out how to do it. Not everyone wants to see things the same way as other people, and being able to move touch points where you want is always a plus.
David Crawford | TrustRadius Reviewer

HCL Notes (formerly from IBM)

  • 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

  • Sometimes comments made on a ticket do not generate emails to the technician who owns it, and they will not know there is an update from the customer without checking it
  • Sometimes I will see an error pop up when copying text but it can easily be closed
  • Sometimes the time-out window for staying logged in does not appear on top of other applications so I will not know it's logging me out
Robbie Speers | TrustRadius Reviewer

HCL Notes (formerly from IBM)

  • 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

Likelihood to Renew

Cherwell Service Management

Cherwell Service Management 8.5
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.
Anonymous | TrustRadius Reviewer

HCL Notes (formerly from IBM)

HCL Notes (formerly from IBM) 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 8.0
Based on 1 answer
Cherwell Service Managment is a really good tool because it allows us to create tickets in the app, from the web, or from emails.
Michał Sabat | TrustRadius Reviewer

HCL Notes (formerly from IBM)

HCL Notes (formerly from IBM) 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 8.6
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

HCL Notes (formerly from IBM)

HCL Notes (formerly from IBM) 9.0
Based on 2 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

No score
No answers yet
No answers on this topic

HCL Notes (formerly from IBM)

HCL Notes (formerly from IBM) 9.0
Based on 1 answer
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

CIT had used HEAT for 15 years, which was about 10 years more than we should have. Our HEAT implementation was extremely customized and though we used HEAT well and our processes were melded with HEAT, there were many areas for improvement. Tickets would get lost or a task would be lost or the ticket would go through many hands without proper documentation. It was just fairly clunky and not very scaleable.
Michael J Mandeville | TrustRadius Reviewer

HCL Notes (formerly from IBM)

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

  • Having a single SaaS instance of Cherwell has allowed our organization for the first time seamlessly transfer tickets across regions and allow for unprecedented communication between our groups. We look forward to opening the tool to all global IT teams and incorporating all major modules (Problem, Change, CI & Knowledge and more!) where we'll finally all be on the same tool and various IT data will finally all be in a relational database.
  • Ongoing costs can be lowered because we now have enough in-house expertise to manage most of our routine Cherwell modifications and management.
  • Once Cherwell is fully implemented at our organization, we'll be able to do with several separate systems and databases where all IT information is currently stored which will make things more simple and cost-effective to maintain.
Brandon Joseph | TrustRadius Reviewer

HCL Notes (formerly from IBM)

  • 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

Pricing Details

Cherwell Service Management

General

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

HCL Notes (formerly from IBM)

General

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

Rating Summary

Likelihood to Recommend

Cherwell Service Management
7.9
HCL Notes (formerly from IBM)
8.2

Likelihood to Renew

Cherwell Service Management
8.5
HCL Notes (formerly from IBM)
1.7

Usability

Cherwell Service Management
8.0
HCL Notes (formerly from IBM)
10.0

Reliability and Availability

Cherwell Service Management
9.0
HCL Notes (formerly from IBM)
10.0

Performance

Cherwell Service Management
HCL Notes (formerly from IBM)
10.0

Support Rating

Cherwell Service Management
8.6
HCL Notes (formerly from IBM)
9.0

Online Training

Cherwell Service Management
HCL Notes (formerly from IBM)
10.0

Implementation Rating

Cherwell Service Management
HCL Notes (formerly from IBM)
9.0

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