Likelihood to Recommend 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.
Read full review ManageEngine, A Div of Zoho Corporation Pvt Ltd
ManageEngine Endpoint Central is fantastic for a set and forget patching tool. This is great for the Windows clients that we have and provides good reporting and ensures machines are kept up to date and gives us good reporting on which machines are vulnerable in our organisation. Linux machines are not as well handled due to the multiple flavours of Linux that are out there. ManageEngine Endpoint Central only manages specific versions of Mac and Linux so it is best to check compatability ahead of time.
Read full review Pros 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. Read full review ManageEngine, A Div of Zoho Corporation Pvt Ltd
Patch Management is very easy to use and deploy patches each month Inventory Reporting is straight forward with multiple premade reports available Remote Connections are very simple to use, it only takes 15 seconds to find and connect to a device. Software Deployment and the Self serviceportal give you multiple ways of deploying your apps. Read full review Cons 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. Read full review ManageEngine, A Div of Zoho Corporation Pvt Ltd
More granular access level controls for technicians (restrictions for juniors) on the Mobile Device Management add-on Monitoring mobile data usage on mobile devices, this has been in the product pipeline for 5 years, but not yet implemented Ability to remotely support company-owned mobile devices with no end-user permission. End-user needs to allow the remote session, when sometimes that's what we don't want since we're doing an investigation. Read full review Likelihood to Renew 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)
Read full review ManageEngine, A Div of Zoho Corporation Pvt Ltd
ManageEngine is considered an excellent product due to its comprehensive suite of solutions for IT management, with ManageEngine Endpoint Central specifically excelling in endpoint management. The platform stands out for its user-friendly interface, robust features, and versatility in addressing diverse IT needs. It offers organizations a centralized solution for endpoint security, patch management, software deployment, and asset management
Read full review Usability 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.
Read full review ManageEngine, A Div of Zoho Corporation Pvt Ltd
Responds well to basic needs: 1. Update 2. Image/Re-image endpoints 3. Mass deployment 4. Pop-Up communications
Read full review Reliability and Availability Almost always available, with exception for a handful of outages due to infrastructure related issues
Read full review ManageEngine, A Div of Zoho Corporation Pvt Ltd
Performance 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
Read full review ManageEngine, A Div of Zoho Corporation Pvt Ltd
Support Rating 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.
Read full review ManageEngine, A Div of Zoho Corporation Pvt Ltd
The local distributor of the product is always available, however most support is received within an hour from India. We've had complex requirements and the support team went so far as to customize their mobile application to suit our unique needs. We honestly can't complain about any support we've received and it's always been very quick.
Read full review In-Person Training 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.
Read full review ManageEngine, A Div of Zoho Corporation Pvt Ltd
Online Training 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.
Read full review ManageEngine, A Div of Zoho Corporation Pvt Ltd
Implementation Rating 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
Read full review ManageEngine, A Div of Zoho Corporation Pvt Ltd
Alternatives Considered 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.
Read full review ManageEngine, A Div of Zoho Corporation Pvt Ltd
WSUS (provided by Microsoft) is a MUCH inferior product, no flexibility at all, updates when it wants and how it wants and was generally not suit for purpose. In addition, endpoint offers all the other functionality that WSUS doesn't (as said earlier in my review, remote control, endpoint security and much more).
Read full review Contract Terms and Pricing Model We have had great contracts with Cherwell and love the concurrent licensing model
Read full review ManageEngine, A Div of Zoho Corporation Pvt Ltd
Scalability 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
Read full review ManageEngine, A Div of Zoho Corporation Pvt Ltd
Professional Services 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
Read full review ManageEngine, A Div of Zoho Corporation Pvt Ltd
Return on Investment 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 ManageEngine, A Div of Zoho Corporation Pvt Ltd
With software metering, the real use of applications by users has been identified; in this case, when the license renewal date arrives, users who do not use this application have stopped renewing it. This has achieved savings for the business. The deployment of images has made the onboarding of collaborators faster, this means less downtime and more productivity for the company. By having the laptops patched and without vulnerabilities, there is greater productivity, because the equipment is no longer out of service due to an attack or vulnerability. Read full review ScreenShots