Cherwell Service Management vs Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk)

• 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.

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• Follow pre-defined workflows for ticket types.
• Properly route tickets & messages to internal users.
• Offer a simplified interface for writing message templates and workflows.

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• 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

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• 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

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• 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.

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• 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.

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