What users are saying about
Cherwell Service Management
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Top Rated
97 Ratings
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Based on 97 reviews and ratings
243 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.5 out of 100
Based on 243 reviews and ratings
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
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
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
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.

Verified User
Engineer in Information Technology
Retail Company, 5001-10,000 employeesMicrosoft 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.
IT Director
Society of American FloristsNon-profit Organization Management, 11-50 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
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.

Verified User
Analyst in Information Technology
Information Technology and Services Company, 1001-5000 employeesCons
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
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.

Verified User
Supervisor in Information Technology
Education Management Company, 1001-5000 employeesPricing 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 Families | 9.991 |
---|---|
Microsoft 365 For Individuals | 6.991 |
Microsoft 365 Business Basic | $52 |
Microsoft 365 Business Standard | 12.502 |
Microsoft 365 Business Premium | $152 |
Microsoft 365 Apps | 8.252 |
- per month
- 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.

Verified User
Team Lead in Information Technology
Financial Services Company, 1001-5000 employeesMicrosoft 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
Senior Infrastructure Analyst
Mascom WirelessTelecommunications, 201-500 employees
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.

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

Verified User
Professional in Information Technology
Primary/Secondary Education Company, 1001-5000 employeesPerformance
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.
IT Infrastructure Specialist
RANDON S.AAutomotive, 5001-10,000 employees
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.
MSC Operations Engineer
Software Information SystemsInformation Technology and Services, 51-200 employees
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.

Verified User
Consultant in Engineering
Legal Services Company, 1001-5000 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+ employeesMicrosoft 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
Senior Infrastructure Analyst
Mascom WirelessTelecommunications, 201-500 employees
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
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.
Owner
DiamondNet, Inc.Information Technology & Services, 1-10 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
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.

Verified User
Administrator in Information Technology
Chemicals Company, 10,001+ employees