What users are saying about
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Top Rated
101 Ratings
This review does not include a rating.

Cherwell Service Management

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Top Rated
101 Ratings
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Score 7.6 out of 100
This review does not include a rating.

Feature Set Ratings

    Incident and problem management

    8.7

    Cherwell Service Management

    87%

    iET ITSM

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

    Organize and prioritize service tickets

    9.9
    99%
    49 Ratings
    N/A
    0 Ratings

    Expert directory

    8.2
    82%
    39 Ratings
    N/A
    0 Ratings

    Service restoration

    8.2
    82%
    32 Ratings
    N/A
    0 Ratings

    Self-service tools

    8.9
    89%
    48 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    8.3
    83%
    35 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    8.4
    84%
    45 Ratings
    N/A
    0 Ratings

    ITSM reports and dashboards

    9.3
    93%
    48 Ratings
    N/A
    0 Ratings

    ITSM asset management

    9.0

    Cherwell Service Management

    90%

    iET ITSM

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

    Configuration mangement

    9.3
    93%
    39 Ratings
    N/A
    0 Ratings

    Asset management dashboard

    9.2
    92%
    38 Ratings
    N/A
    0 Ratings

    Policy and contract enforcement

    8.6
    86%
    29 Ratings
    N/A
    0 Ratings

    Change management

    9.5

    Cherwell Service Management

    95%

    iET ITSM

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

    Change requests repository

    9.2
    92%
    45 Ratings
    N/A
    0 Ratings

    Change calendar

    9.7
    97%
    41 Ratings
    N/A
    0 Ratings

    Service-level management

    9.6
    96%
    42 Ratings
    N/A
    0 Ratings

    Attribute Ratings

      Likelihood to Recommend

      8.4

      Cherwell Service Management

      84%
      54 Ratings

      iET ITSM

      N/A
      0 Ratings

      Likelihood to Renew

      8.3

      Cherwell Service Management

      83%
      10 Ratings

      iET ITSM

      N/A
      0 Ratings

      Usability

      7.2

      Cherwell Service Management

      72%
      3 Ratings

      iET ITSM

      N/A
      0 Ratings

      Availability

      9.0

      Cherwell Service Management

      90%
      4 Ratings

      iET ITSM

      N/A
      0 Ratings

      Support Rating

      8.9

      Cherwell Service Management

      89%
      27 Ratings

      iET ITSM

      N/A
      0 Ratings

      Implementation Rating

      7.7

      Cherwell Service Management

      77%
      2 Ratings

      iET ITSM

      N/A
      0 Ratings

      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.
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      iET Solutions, LLC.

      No answers on this topic

      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.
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      iET Solutions, LLC.

      No answers on this topic

      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.
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      iET Solutions, LLC.

      No answers on this topic

      Pricing Details

      Cherwell Service Management

      Starting Price

      Editions & Modules

      Cherwell Service Management editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        iET ITSM

        Starting Price

        Editions & Modules

        iET ITSM editions and modules pricing
        EditionModules

        Footnotes

          Offerings

          Free Trial
          Free/Freemium Version
          Premium Consulting/Integration Services

          Entry-level set up fee?

          No setup fee

          Additional Details

          Likelihood to Renew

          Ivanti

          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.
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          iET Solutions, LLC.

          No answers on this topic

          Usability

          Ivanti

          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.
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          iET Solutions, LLC.

          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.
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          iET Solutions, LLC.

          No answers on this topic

          Implementation Rating

          Ivanti

          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.
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          iET Solutions, LLC.

          No answers on this topic

          Alternatives Considered

          Ivanti

          Both Remedy & CA were far more complex to implement, enhance and support. The architecture and framework each solution was developed on didn't lend itself to be no-code or low-code like Cherwell, and therefore the ability to expand and utilize either tool on an enterprise-level was severely restricted. The cost-benefit of those options vs Cherwell was also a primary reason to steer clear.
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          iET Solutions, LLC.

          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.
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          iET Solutions, LLC.

          No answers on this topic

          Screenshots

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