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Top Rated
97 Ratings

Cherwell Service Management

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Top Rated
97 Ratings
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Score 7.9 out of 100
32 Ratings
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Score 6.9 out of 100

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

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

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

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.
Anonymous | TrustRadius Reviewer

Ivanti 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.
Anonymous | TrustRadius Reviewer

Pros

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.
Jane Updegraff | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Cons

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.
Megan Hartz | TrustRadius Reviewer

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
Anonymous | TrustRadius Reviewer

Pricing 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.
Anonymous | TrustRadius Reviewer

Ivanti 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.
Anonymous | TrustRadius Reviewer

Ivanti 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.
Zachary Louis | TrustRadius Reviewer

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
Anonymous | TrustRadius Reviewer

Implementation 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.
Anonymous | TrustRadius Reviewer

Ivanti 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.
Aidan Wick | TrustRadius Reviewer

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.
Jason Koslowski | TrustRadius Reviewer

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.
David Crawford | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

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