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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
243 Ratings
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Score 8.5 out of 100

Feature Set Ratings

    Incident and problem management

    8.7

    Cherwell Service Management

    87%

    Microsoft Endpoint Manager (Microsoft Intune + SCCM)

    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%

    Microsoft Endpoint Manager (Microsoft Intune + SCCM)

    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%

    Microsoft Endpoint Manager (Microsoft Intune + SCCM)

    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

    • Microsoft Endpoint Manager (Microsoft Intune + SCCM) is rated higher in 5 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Support Rating, Implementation Rating

    Likelihood to Recommend

    8.4

    Cherwell Service Management

    84%
    51 Ratings
    8.7

    Microsoft Endpoint Manager (Microsoft Intune + SCCM)

    87%
    48 Ratings

    Likelihood to Renew

    8.3

    Cherwell Service Management

    83%
    10 Ratings
    9.9

    Microsoft Endpoint Manager (Microsoft Intune + SCCM)

    99%
    2 Ratings

    Usability

    7.2

    Cherwell Service Management

    72%
    3 Ratings
    7.6

    Microsoft Endpoint Manager (Microsoft Intune + SCCM)

    76%
    6 Ratings

    Availability

    9.0

    Cherwell Service Management

    90%
    4 Ratings

    Microsoft Endpoint Manager (Microsoft Intune + SCCM)

    N/A
    0 Ratings

    Performance

    Cherwell Service Management

    N/A
    0 Ratings
    6.9

    Microsoft Endpoint Manager (Microsoft Intune + SCCM)

    69%
    28 Ratings

    Support Rating

    8.8

    Cherwell Service Management

    88%
    27 Ratings
    9.5

    Microsoft Endpoint Manager (Microsoft Intune + SCCM)

    95%
    20 Ratings

    Implementation Rating

    7.7

    Cherwell Service Management

    77%
    2 Ratings
    8.9

    Microsoft Endpoint Manager (Microsoft Intune + SCCM)

    89%
    4 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

    Microsoft Endpoint Manager (Microsoft Intune + SCCM)

    Windows Autopilot makes provisioning user Windows PC laptops a breeze. A user only needs to turn on the laptop, join it to their local WiFi, login with their O365 account then sit back and let Windows Autopilot handle the app installations required for work, configure the laptop settings to meet my organization requirements. I have seen this all completed in less than 30 minutes depending on how fast the internet connection is. Where Microsoft Intune needs to improve I think is the part where it can push out software updates to 3rd party apps. Right now I have to use Automox to fill in this gap.
    Joe Aldeguer | 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

    Microsoft Endpoint Manager (Microsoft Intune + SCCM)

    • [Microsoft Endpoint Manager (Microsoft Intune + SCCM)] helps to speed up the deployment of patches/software throughout our environment. I can easily build a package and then deploy across all endpoints.
    • The ability to supercede software is also quite handy. This automates the removal of old versions and replacing them with newer versions.
    • The Intune Autopilot option is very useful if you want to deploy software to devices straight out of the box. You can configure them to download software when a user opens a new PC and turns it on for the first time.
    Anonymous | 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

    Microsoft Endpoint Manager (Microsoft Intune + SCCM)

    • The program itself can be challenging to use, especially if there hasn't been any formal training on the use of the product. Either training/reviewing documentation is recommended prior to using SCCM.
    • At times, it can be difficult to try and find out why a certain machine that's listed in SCCM says that the endpoint has the SCCM client and shows as Active, but in fact, it's not. It's also difficult at times to try and figure out why the client can't be pushed down to the endpoint.
    • Even though the remote assistance features in SCCM are really good, it can be challenging at times when the remote options don't work for a particular endpoint, even though the machine is active, online, etc.
    Anonymous | 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

    Cherwell Service Management Editions & Modules

    Additional Pricing Details

    Microsoft Endpoint Manager (Microsoft Intune + SCCM)

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    Starting Price

    $5 per user/per month

    Microsoft Endpoint Manager (Microsoft Intune + SCCM) Editions & Modules

    Edition
    Microsoft 365 For Families9.991
    Microsoft 365 For Individuals6.991
    Microsoft 365 Business Basic$52
    Microsoft 365 Business Standard12.502
    Microsoft 365 Business Premium$152
    Microsoft 365 Apps8.252
    1. per month
    2. per user/per month
    Additional Pricing Details

    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

    Microsoft Endpoint Manager (Microsoft Intune + SCCM)

    Microsoft Endpoint Manager (Microsoft Intune + SCCM) 9.9
    Based on 2 answers
    Mascom Wireless is a Microsoft shop and SCCM has proved to be helpful in keeping our Microsoft products up to date every month without fail. We also have a Microsoft Enterprise Agreement which we renewed for three years ending 2022. The remote access utility works wonders for the organisation and have saved travel bills including subsistance allowance.We have been able to fulfill security audits both internal and external. We have been able to keep a robust inventory of our computer assets and nothing falls of the cracks
    Junie Johwa | 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

    Microsoft Endpoint Manager (Microsoft Intune + SCCM)

    Microsoft Endpoint Manager (Microsoft Intune + SCCM) 7.6
    Based on 6 answers
    The console is not intuitive and does not work well often. Due to the complexity of the product, documentation can be confusing. When properly configured, routine tasks like OS deployment, remote control, and software deployment are easy to do. Troubleshooting of System Center Configuration Manager issues is hard, as there are various logs, and their content can be hard to understand.
    Anonymous | TrustRadius Reviewer

    Performance

    Cherwell Service Management

    No score
    No answers yet
    No answers on this topic

    Microsoft Endpoint Manager (Microsoft Intune + SCCM)

    Microsoft Endpoint Manager (Microsoft Intune + SCCM) 6.9
    Based on 28 answers
    It's a 'heavy' system, which demands a lot of resources form the datacenter perspective. So, make sure you followed the requirements to avoid frustration in the future. From the 'client' perspective, it's fine. I've never had any issue with that.
    Eduardo Viero | 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

    Microsoft Endpoint Manager (Microsoft Intune + SCCM)

    Microsoft Endpoint Manager (Microsoft Intune + SCCM) 9.5
    Based on 20 answers
    Being a Microsoft product, support was good. Out interaction was limited to our in-house IT team which was installing the Intune app in our mobile device. The installation was smooth and we haven't faced any difficulties with the app while using it. Provides a smooth and secure access to all Office 365 apps in mobile while separating the personal and professional data.
    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

    Microsoft Endpoint Manager (Microsoft Intune + SCCM)

    Microsoft Endpoint Manager (Microsoft Intune + SCCM) 8.9
    Based on 4 answers
    Work with a "test group" of users who you have a good relationship with so that when things don't work properly they understand!Work with your partner nicely without forcing things especially timelines as you are bound to make mistakes and create oversights in the projectManagement can also interfere with the implementation (which can cause delays) if you make too many mistakes which takes me back to having a "test group" where you have good relations
    Junie Johwa | TrustRadius Reviewer

    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

    Microsoft Endpoint Manager (Microsoft Intune + SCCM)

    We did not evaluate or use other products like Microsoft Endpoint Manager (Microsoft Intune + SCCM). The main reason we did not evaluate or use other products is because Microsoft Endpoint Manager (Microsoft Intune + SCCM) integrates seamlessly with Microsoft 365 and Windows PCs. Expenses would have increased as well if we had purchased another similar product.
    Rich Lusk | 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

    Microsoft Endpoint Manager (Microsoft Intune + SCCM)

    • Cuts down our software deployment and patch management time compared to our old tools.
    • Better reporting capability to determine the success to fail ratio of a deployed software or patch and additional information provided to mitigate the failed deployment.
    • Consistent tool usage across our global units with centralized reporting to monitor monthly patch and software deployment results.
    Anonymous | TrustRadius Reviewer

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