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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
48 Ratings
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Score 8.8 out of 100

Feature Set Ratings

    Incident and problem management

    8.7

    Cherwell Service Management

    87%

    ManageEngine Desktop Central

    Feature Set Not Supported
    N/A
    Cherwell Service Management ranks higher in 7/7 features

    Organize and prioritize service tickets

    9.8
    98%
    46 Ratings
    N/A
    0 Ratings

    Expert directory

    8.2
    82%
    36 Ratings
    N/A
    0 Ratings

    Service restoration

    8.1
    81%
    29 Ratings
    N/A
    0 Ratings

    Self-service tools

    9.0
    90%
    45 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    8.3
    83%
    33 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    8.4
    84%
    42 Ratings
    N/A
    0 Ratings

    ITSM reports and dashboards

    9.3
    93%
    45 Ratings
    N/A
    0 Ratings

    ITSM asset management

    9.0

    Cherwell Service Management

    90%

    ManageEngine Desktop Central

    Feature Set Not Supported
    N/A
    Cherwell Service Management ranks higher in 3/3 features

    Configuration mangement

    9.2
    92%
    36 Ratings
    N/A
    0 Ratings

    Asset management dashboard

    9.2
    92%
    35 Ratings
    N/A
    0 Ratings

    Policy and contract enforcement

    8.7
    87%
    26 Ratings
    N/A
    0 Ratings

    Change management

    9.5

    Cherwell Service Management

    95%

    ManageEngine Desktop Central

    Feature Set Not Supported
    N/A
    Cherwell Service Management ranks higher in 3/3 features

    Change requests repository

    9.2
    92%
    42 Ratings
    N/A
    0 Ratings

    Change calendar

    9.7
    97%
    38 Ratings
    N/A
    0 Ratings

    Service-level management

    9.6
    96%
    39 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • Cherwell Service Management is rated higher in 2 areas: Likelihood to Renew, Support Rating
    • ManageEngine Desktop Central is rated higher in 2 areas: Likelihood to Recommend, Usability

    Likelihood to Recommend

    8.4

    Cherwell Service Management

    84%
    51 Ratings
    9.3

    ManageEngine Desktop Central

    93%
    10 Ratings

    Likelihood to Renew

    8.3

    Cherwell Service Management

    83%
    10 Ratings
    6.0

    ManageEngine Desktop Central

    60%
    1 Rating

    Usability

    7.2

    Cherwell Service Management

    72%
    3 Ratings
    9.0

    ManageEngine Desktop Central

    90%
    1 Rating

    Availability

    9.0

    Cherwell Service Management

    90%
    4 Ratings

    ManageEngine Desktop Central

    N/A
    0 Ratings

    Support Rating

    8.8

    Cherwell Service Management

    88%
    27 Ratings
    8.0

    ManageEngine Desktop Central

    80%
    7 Ratings

    Implementation Rating

    7.7

    Cherwell Service Management

    77%
    2 Ratings

    ManageEngine Desktop Central

    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

    ManageEngine Desktop Central

    It is a great tool for remote access to computers which allows you to take full control of the organization's computers. The remote access is very easy to use and clean GUI. It stores information from previous remote visits [to] computers. It can easily transfer files and we even can chat with users through [the] chat option which is very fast and responsive.
    Junaid Ghani | 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

    ManageEngine Desktop Central

    • 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.
    Gerardo Varillas | 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

    ManageEngine Desktop Central

    • 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.
    Ray Koch | 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

    ManageEngine Desktop Central

    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

    ManageEngine Desktop Central

    ManageEngine Desktop Central 6.0
    Based on 1 answer
    The other tools we use do not have an inventory management tool. Also not many tools we use intergrate well with this product.
    Anonymous | TrustRadius Reviewer

    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

    ManageEngine Desktop Central

    ManageEngine Desktop Central 9.0
    Based on 1 answer
    Responds well to basic needs:1. Update2. Image/Re-image endpoints3. Mass deployment4. Pop-Up communications
    Anonymous | TrustRadius Reviewer

    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

    ManageEngine Desktop Central

    ManageEngine Desktop Central 8.0
    Based on 7 answers
    They are very quick to respond to issues. They are also very open to product improvement or feature requests. Support is based in India which can cause communication difficulties.
    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

    ManageEngine Desktop Central

    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

    ManageEngine Desktop Central

    We selected ManageEngine Desktop Central because it is easy to implement, and their support is very good. It has very good functionality, rolled into one, in how well it handles these features. Also, there is nothing that compares to the cost-effective nature of this product. We recommend ManageEngine Desktop Central. It's one of the best solution from the market.
    Neil Johnson | 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

    ManageEngine Desktop Central

    • 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.
    Steve P | TrustRadius Reviewer

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