What users are saying about
Cherwell Service Management
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Top Rated
97 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 7.9 out of 100
Based on 97 reviews and ratings
48 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.8 out of 100
Based on 48 reviews and ratings
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
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
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
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.

Verified User
Engineer in Information Technology
Retail Company, 5001-10,000 employeesManageEngine 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.
System Administrator
Liberty Mills LimitedTextiles, 51-200 employees
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.
Senior Systems Administrator
DRT Holdings, Inc.Aviation & Aerospace, 501-1000 employees
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.
Product Manager
iDric Soluciones de TI y Seguridad InformáticaInformation Technology & Services, 11-50 employees
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.
Associate Director, IT Service Management
University of MissouriHigher Education, 10,001+ employees
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.
Company Owner
Groundswell ProductionsComputer & Network Security, 1-10 employees
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.

Verified User
Team Lead in Information Technology
Financial Services Company, 1001-5000 employeesManageEngine 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.

Verified User
Professional in Information Technology
Computer Software Company, 501-1000 employeesUsability
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.

Verified User
Analyst in Corporate
Government Administration Company, 10,001+ employeesManageEngine 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

Verified User
Professional in Information Technology
Financial Services Company, 501-1000 employeesSupport 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.
MSC Operations Engineer
Software Information SystemsInformation Technology and Services, 51-200 employees
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.

Verified User
Technician in Information Technology
Higher Education Company, 5001-10,000 employeesImplementation 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.

Verified User
Analyst in Corporate
Government Administration Company, 10,001+ employeesManageEngine 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.
IT Systems Analyst
Tallgrass EnergyOil & Energy, 501-1000 employees
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.
CIO (Chief Information Officer)
UK Flooring Direct Ltd.Consumer Goods, 501-1000 employees
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.
IT Consultant
Great Lakes Health ConnectComputer Hardware, 501-1000 employees
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.
IT LAN Administrator
Information Services FirmInformation Services, 51-200 employees