Cherwell Service Management vs ManageEngine Desktop Central

• 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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• Provide so many tools during the remote control (blank screen to the end-user, transfer files, chat, video call, send commands like Ctrl+Alt+Del).
• Install / Uninstall software silently for the end-user, without the need for their participation.
• Keeping the machines up to date using the patch deployment (for Windows and 3rd parties).
• Automate the regular maintenance like deleting temporary files, emptying the recycle bin, and disk defragmentation out of operational hours.
• Scheduled Wake On Lan the machines to execute some tasks, like prevent maintenance, install/uninstall software or patches. Obviously, it also can power off the machines after tasks are performed.

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• 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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• Sometimes it will report that systems are missing patches when they are really not.
• I wish it was able to pull warranty details for computers directly instead of having to enter manually.

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• 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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• The impact has been positive. Being able to manage entire sets of assets, rather than addressing them one at a time, has been huge. The ability to deploy an application without disturbing an end-user is great as well.
• No negative impact on ROI.

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