Cherwell Service Management vs. iSupport

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Cherwell Service Management
Score 6.9 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
iSupport
Score 6.7 out of 10
N/A
iSupport is the ITIL / ITSM flagship product from the long-established company of the same name in Washington state.N/A
Pricing
Cherwell Service ManagementiSupport
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Cherwell Service ManagementiSupport
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 ManagementiSupport
Considered Both Products
Cherwell Service Management
Chose Cherwell Service Management
The licensing was favorable for our company. The setup and development made it easy to implement. We did have a 3rd party assist with requirements gathering and implementation. This allowed us to meet out targets and deliverables. Performance is very seldom an issue. The uptime …
Chose Cherwell Service Management
Cherwell Service Management is much better than the other products that I've used in the past. While it isn't a simple system, it does all of the things that you'd hope a ticketing system would. I've personally implemented other systems, but Cherwell Service Management has been …
iSupport

No answer on this topic

Top Pros
Top Cons
Features
Cherwell Service ManagementiSupport
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Cherwell Service Management
8.7
53 Ratings
7% above category average
iSupport
7.4
1 Ratings
9% below category average
Organize and prioritize service tickets9.952 Ratings9.01 Ratings
Expert directory8.041 Ratings5.01 Ratings
Service restoration8.435 Ratings7.01 Ratings
Self-service tools8.851 Ratings9.01 Ratings
Subscription-based notifications8.138 Ratings7.01 Ratings
ITSM collaboration and documentation8.548 Ratings7.01 Ratings
ITSM reports and dashboards9.251 Ratings8.01 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Cherwell Service Management
8.7
44 Ratings
7% above category average
iSupport
-
Ratings
Configuration mangement9.242 Ratings00 Ratings
Asset management dashboard8.841 Ratings00 Ratings
Policy and contract enforcement8.131 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
Cherwell Service Management
9.5
50 Ratings
13% above category average
iSupport
-
Ratings
Change requests repository9.448 Ratings00 Ratings
Change calendar9.644 Ratings00 Ratings
Service-level management9.645 Ratings00 Ratings
Best Alternatives
Cherwell Service ManagementiSupport
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.0 out of 10
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Cherwell Service ManagementiSupport
Likelihood to Recommend
8.7
(57 ratings)
8.0
(1 ratings)
Likelihood to Renew
8.3
(12 ratings)
-
(0 ratings)
Usability
8.5
(5 ratings)
-
(0 ratings)
Availability
8.2
(5 ratings)
-
(0 ratings)
Performance
6.4
(1 ratings)
-
(0 ratings)
Support Rating
6.8
(29 ratings)
-
(0 ratings)
In-Person Training
8.7
(2 ratings)
-
(0 ratings)
Online Training
9.1
(1 ratings)
-
(0 ratings)
Implementation Rating
8.9
(3 ratings)
-
(0 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 ManagementiSupport
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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iSupport
Tech tickets and engineering support. The best thing about iSupport is the ability to make custom views and filters. For instance, I have my view set up so I can see when the case was opened, the priority, product, and the customer. I also set it up so if any case has not been updated for 5 days it will turn red notifying me that I need to update the customer.
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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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iSupport
  • Very organized
  • Easy to track and follow-up
  • Great for engineers to prioritize and track all incidents and product related requests that are needed. The real time email system is great exposure across the company as well.
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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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iSupport
  • Although it's great to have everything in one place, it can be a little hard to read sometimes in terms of the amount of tickets and being able to decipher between multiple [issues]. Color coordination might be able to help with this for example.
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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)
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iSupport
No answers on this topic
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.
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iSupport
No answers on this topic
Reliability and Availability
Ivanti
Almost always available, with exception for a handful of outages due to infrastructure related issues
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iSupport
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
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iSupport
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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iSupport
No answers on this topic
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.
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iSupport
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.
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iSupport
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
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iSupport
No answers on this topic
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.
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iSupport
No answers on this topic
Contract Terms and Pricing Model
Ivanti
We have had great contracts with Cherwell and love the concurrent licensing model
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iSupport
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
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iSupport
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
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iSupport
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
iSupport
  • Saves time and positive ROI as we don't take the time anymore to hold meetings to discuss all incidents. As a software tool, it is amazingly customizable and gives us tons of control over what each department, support representative, or user can see. This is important for us because we have currently 2 separate support departments using iSupport as well as confidential and personal information that goes through the system.
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ScreenShots