What users are saying about
Cherwell Service Management
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Top Rated
97 Ratings
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Based on 97 reviews and ratings
32 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 6.9 out of 100
Based on 32 reviews and ratings
Feature Set Ratings
- Cherwell Service Management ranks higher in 3 feature sets: Incident and problem management, ITSM asset management, Change management
Incident and problem management
8.7
Cherwell Service Management
87%

8.3
Ivanti ITSM Service Desk, powered by Heat
83%
Cherwell Service Management ranks higher in 7/7 features
Cherwell Service Management ranks higher in 7/7 features
Organize and prioritize service tickets
9.8
98%
46 Ratings

9.0
90%
7 Ratings
Expert directory
8.2
82%
36 Ratings

7.9
79%
4 Ratings
Service restoration
8.1
81%
29 Ratings

8.0
80%
6 Ratings
Self-service tools
9.0
90%
45 Ratings

7.9
79%
7 Ratings
Subscription-based notifications
8.3
83%
33 Ratings

8.0
80%
5 Ratings
ITSM collaboration and documentation
8.4
84%
42 Ratings

8.0
80%
6 Ratings
ITSM reports and dashboards
9.3
93%
45 Ratings

9.0
90%
7 Ratings
ITSM asset management
9.0
Cherwell Service Management
90%

5.7
Ivanti ITSM Service Desk, powered by Heat
57%
Cherwell Service Management ranks higher in 3/3 features
Cherwell Service Management ranks higher in 3/3 features
Configuration mangement
9.2
92%
36 Ratings

8.0
80%
6 Ratings
Asset management dashboard
9.2
92%
35 Ratings

7.9
79%
5 Ratings
Policy and contract enforcement
8.7
87%
26 Ratings

1.2
12%
3 Ratings
Change management
9.5
Cherwell Service Management
95%

8.0
Ivanti ITSM Service Desk, powered by Heat
80%
Cherwell Service Management ranks higher in 2/3 features
Cherwell Service Management ranks higher in 2/3 features
Change requests repository
9.2
92%
42 Ratings

10.0
100%
7 Ratings
Change calendar
9.7
97%
38 Ratings

6.0
60%
5 Ratings
Service-level management
9.6
96%
39 Ratings

8.0
80%
5 Ratings
Attribute Ratings
- Cherwell Service Management is rated higher in 1 area: Likelihood to Recommend
- Ivanti ITSM Service Desk, powered by Heat is rated higher in 1 area: Support Rating
Likelihood to Recommend
8.4
Cherwell Service Management
84%
51 Ratings

6.0
Ivanti ITSM Service Desk, powered by Heat
60%
7 Ratings
Likelihood to Renew
8.3
Cherwell Service Management
83%
10 Ratings

Ivanti ITSM Service Desk, powered by Heat
N/A
0 Ratings
Usability
7.2
Cherwell Service Management
72%
3 Ratings

Ivanti ITSM Service Desk, powered by Heat
N/A
0 Ratings
Availability
9.0
Cherwell Service Management
90%
4 Ratings

Ivanti ITSM Service Desk, powered by Heat
N/A
0 Ratings
Support Rating
8.8
Cherwell Service Management
88%
27 Ratings

9.1
Ivanti ITSM Service Desk, powered by Heat
91%
2 Ratings
Implementation Rating
7.7
Cherwell Service Management
77%
2 Ratings

Ivanti ITSM Service Desk, powered by Heat
N/A
0 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.

Verified User
Engineer in Information Technology
Retail Company, 5001-10,000 employeesIvanti ITSM Service Desk, powered by Heat
I would recommend this product to anyone looking for an ITSM solution. Overall the team is very easy to work with and the solution is on par with others in the market. We have no complaints about the product and we are scaling it to meet our growing needs.

Verified User
Project Manager in Information Technology
Banking Company, 10,001+ employeesPros
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.
Senior Systems Administrator
DRT Holdings, Inc.Aviation & Aerospace, 501-1000 employees
Ivanti ITSM Service Desk, powered by Heat
- Follow pre-defined workflows for ticket types.
- Properly route tickets & messages to internal users.
- Offer a simplified interface for writing message templates and workflows.

Verified User
Manager in Information Technology
Higher Education Company, 1001-5000 employeesCons
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.
Associate Director, IT Service Management
University of MissouriHigher Education, 10,001+ employees
Ivanti ITSM Service Desk, powered by Heat
- Interface could use a facelift
- Communicate with users from tickets
- When all task have been completed the option to close the ticket should be available, or it just hangs out there

Verified User
Analyst in Information Technology
Government Administration Company, 1001-5000 employeesPricing Details
Cherwell Service Management
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—Ivanti ITSM Service Desk, powered by Heat
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.

Verified User
Team Lead in Information Technology
Financial Services Company, 1001-5000 employeesIvanti ITSM Service Desk, powered by Heat
No score
No answers yet
No answers on this topic
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.

Verified User
Analyst in Corporate
Government Administration Company, 10,001+ employeesIvanti ITSM Service Desk, powered by Heat
No score
No answers yet
No answers on this topic
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.
MSC Operations Engineer
Software Information SystemsInformation Technology and Services, 51-200 employees
Ivanti ITSM Service Desk, powered by Heat
Ivanti ITSM Service Desk, powered by Heat 9.1
Based on 2 answers
Support system is very good. I believe they have done an excellent job supporting our questions

Verified User
Supervisor in Information Technology
Government Administration Company, 1001-5000 employeesImplementation 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.

Verified User
Analyst in Corporate
Government Administration Company, 10,001+ employeesIvanti ITSM Service Desk, powered by Heat
No score
No answers yet
No answers on this topic
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.
IT Systems Analyst
Tallgrass EnergyOil & Energy, 501-1000 employees
Ivanti ITSM Service Desk, powered by Heat
They only system that I can compare against Service Desk is ConnectWise. With that in mind, I definitely see that Service Desk is much easier to maintain, design and improve. The visual representation of processes does assist with seeing how it's working. However, the window design is still severely lacking in comparison.
Desktop Administrator
Frandsen Financial CorporationBanking, 201-500 employees
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.
IT Consultant
Great Lakes Health ConnectComputer Hardware, 501-1000 employees
Ivanti ITSM Service Desk, powered by Heat
- Our Help Desk agents have been able to streamline the incident process and we were able to create template for common types of calls like lock-outs and password resets. This has saved the help desk a ton of time and helps resolve customer issues more quickly
- The change management module allowed us to completely transform our process. It is now simple and intuitive to enter a change and have it approved and worked.
- The CMDB module has allowed us to begin tracking our assets in one place and seeing how they relate to each other. This is something that was not available prior and it has streamlined our organization.

Verified User
Project Manager in Information Technology
Banking Company, 10,001+ employees