What users are saying about
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Top Rated
1758 Ratings
81 Ratings
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Score 7.7 out of 100

MS SharePoint

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Top Rated
1758 Ratings
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Score 7.9 out of 100

Likelihood to Recommend

Cherwell Service Management

Cherwell is a good choice for any sized enterprise that needs an extremely customizable IT help desk solution that triggers (again, entirely customizable) automated actions, spawns workflows (and auto-spawns tasks and sub-tasks for them) for multiple IT technicians and multiple tiers of technicians. It can do project management, change management, asset management, all the same things that the others can do and far, far more. If you do NOT need a highly customized help desk solution and if you don't need automated workflow creation and task tracking, then you could buy a less expensive solution that you can use out of the box without any of the frills. But as I said, Cherwell can do a lot more than just IT help desk, and it has a huge array of "plug-in" / "add-on" features, most of which are free, that make every Cherwell implementation completely unique to the enterprise that uses it. Cherwell is just right for a company that wants to manage and customize the help desk application with a PTE resource. I manage it myself at my company, and I spend very little time maintaining it now that it's solidly established ... although it's so much fun to customize that I wish I had more time to add new features and play with it. I do strongly advise some training for the admins ... your Cherwell admins MUST take the online, instructor-led introductory admin class to kick you off, and you MUST have implementation help from Cherwell to setup your instance, especially their hosted offering, over which you don't have database admin control (you can't even turn it on to get it working without their help). But after that, there is very little support needed from your own in-house Cherwell admin resource, unless, of course, you are constantly growing the solution to make it do more. I can see how that could happen because Cherwell can do almost anything. I can imagine some departments wanting to make it into the swiss-army-knife of IT .. and HR .. and facilities .... and physical security ... and you could spend many hours down the rabbit hole doing that if you wanted to
Jane Updegraff | TrustRadius Reviewer

MS SharePoint

If you work with teams of people and need a good way to work collaboratively that I would easily recommend MS SharePoint. It makes working remotely a breeze. You can share, save, store, and edit files live with any users on your team. You can keep on track with project calendars. It is a great tool for project management and planning.It might not be a great tool for an organization that already has a solution for data sharing and a robust planning program. If you are using something like Jira or Trello you may have some of these pieces already. I think SharePoint is well suited to do a lot of things very well but it may be redundant if you have solutions for some of these problems already. If you have a staff that is more functional and less techy then you will probably want to have at least one or two staff members that are proficient enough to run the SharePoint and keep it cleaned up.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Cherwell Service Management
8.4
MS SharePoint
Organize and prioritize service tickets
Cherwell Service Management
8.7
MS SharePoint
Expert directory
Cherwell Service Management
8.3
MS SharePoint
Service restoration
Cherwell Service Management
8.0
MS SharePoint
Self-service tools
Cherwell Service Management
8.5
MS SharePoint
Subscription-based notifications
Cherwell Service Management
8.1
MS SharePoint
ITSM collaboration and documentation
Cherwell Service Management
8.4
MS SharePoint
ITSM reports and dashboards
Cherwell Service Management
8.8
MS SharePoint

ITSM asset management

Cherwell Service Management
8.3
MS SharePoint
Configuration mangement
Cherwell Service Management
8.3
MS SharePoint
Asset management dashboard
Cherwell Service Management
8.7
MS SharePoint
Policy and contract enforcement
Cherwell Service Management
8.1
MS SharePoint

Change management

Cherwell Service Management
8.6
MS SharePoint
Change requests repository
Cherwell Service Management
8.4
MS SharePoint
Change calendar
Cherwell Service Management
8.6
MS SharePoint
Service-level management
Cherwell Service Management
8.7
MS SharePoint

Project Management

Cherwell Service Management
MS SharePoint
7.2
Task Management
Cherwell Service Management
MS SharePoint
7.4
Gantt Charts
Cherwell Service Management
MS SharePoint
6.1
Scheduling
Cherwell Service Management
MS SharePoint
7.2
Workflow Automation
Cherwell Service Management
MS SharePoint
7.2
Mobile Access
Cherwell Service Management
MS SharePoint
7.3
Search
Cherwell Service Management
MS SharePoint
7.7
Visual planning tools
Cherwell Service Management
MS SharePoint
7.2

Communication

Cherwell Service Management
MS SharePoint
7.5
Chat
Cherwell Service Management
MS SharePoint
6.9
Notifications
Cherwell Service Management
MS SharePoint
7.7
Discussions
Cherwell Service Management
MS SharePoint
7.7
Surveys
Cherwell Service Management
MS SharePoint
7.0
Internal knowledgebase
Cherwell Service Management
MS SharePoint
8.2
Integrates with GoToMeeting
Cherwell Service Management
MS SharePoint
6.9
Integrates with Gmail and Google Hangouts
Cherwell Service Management
MS SharePoint
6.4
Integrates with Outlook
Cherwell Service Management
MS SharePoint
8.8

File Sharing & Management

Cherwell Service Management
MS SharePoint
8.3
Versioning
Cherwell Service Management
MS SharePoint
8.4
Video files
Cherwell Service Management
MS SharePoint
7.9
Audio files
Cherwell Service Management
MS SharePoint
8.0
Document collaboration
Cherwell Service Management
MS SharePoint
8.8
Access control
Cherwell Service Management
MS SharePoint
8.8
Advanced security features
Cherwell Service Management
MS SharePoint
8.2
Integrates with Google Drive
Cherwell Service Management
MS SharePoint
7.4
Device sync
Cherwell Service Management
MS SharePoint
8.6

Pros

Cherwell Service Management

  • After proper training on setting up the views and servers, Cherwell did a good job separating various department ownership of tickets. Our work views weren't cluttered with irrelevant information.
  • There is a lot of information that can be embedded into tickets. Such as sub-task assignments that could contain almost the same information as a ticket itself. Lot of customization options.
  • Custom personal dashboards were nice, once I figured out how to do it. Not everyone wants to see things the same way as other people, and being able to move touch points where you want is always a plus.
David Crawford | TrustRadius Reviewer

MS SharePoint

  • Content Storage - Gives great features that allow you to house content, images, documentation, spreadsheets, and other assets in a well organized manner
  • Privacy Settings - Does a great job of ensuring that you can customize very specifically how you want your content accessed, read, by whom, and takes into consideration how sensitive your data is
  • Ease of Access - Because MS Sharepoint is part of the Office 365 suite, it's very easy for users accross the entire organization to access Sharepoint direction from their web browser
Anonymous | TrustRadius Reviewer

Cons

Cherwell Service Management

  • Sometimes comments made on a ticket do not generate emails to the technician who owns it, and they will not know there is an update from the customer without checking it
  • Sometimes I will see an error pop up when copying text but it can easily be closed
  • Sometimes the time-out window for staying logged in does not appear on top of other applications so I will not know it's logging me out
Robbie Speers | TrustRadius Reviewer

MS SharePoint

  • Collaboration sites, communication sites and hub sites have different features; would be nice if they had equal functionality
  • It would be nice if you can publish your work, but only have certain users view the published work
  • It would be nice if you can create menu bars on the top header in collaboration sites, the same way you can for communication sites and hub sites
  • It would be nice to have different folders for the different pages that are created
Melissa Rances, PMP | TrustRadius Reviewer

Likelihood to Renew

Cherwell Service Management

Cherwell Service Management 8.5
Based on 4 answers
We stay on maintenance for support and upgrades. We rely on this product for our internal operations and need to have a maintenance contract so there is some vendor support in the event of a disaster, so we opted to renew. The more recent versions of Cherwell also have some new exciting features that we're also hoping to be able to implement.
Anonymous | TrustRadius Reviewer

MS SharePoint

MS SharePoint 9.8
Based on 21 answers
It's integral to our business. It's already included with most of the Office 365 licensing we buy, so the cost is effectively zero. It stores our files, it is the foundation for custom applications, and Microsoft only continues to enhance its functionality and its connections to other Microsoft tools. SharePoint just keeps getting better and better.
Anonymous | TrustRadius Reviewer

Usability

Cherwell Service Management

Cherwell Service Management 8.0
Based on 1 answer
Cherwell Service Managment is a really good tool because it allows us to create tickets in the app, from the web, or from emails.
Michał Sabat | TrustRadius Reviewer

MS SharePoint

MS SharePoint 8.2
Based on 19 answers
No usability issues reported. Individual teams also have allocated areas which replace legacy shared drives on local LANs. Access to Sharepoint resources is fully integrated with corporate Active Directory with additional two-factor authentication required for administrative users. Users have access to Microsoft Services Hub which allows you to create, manage, and track support requests while staying current on Microsoft technologies with access to select self-paced learning paths
Anonymous | TrustRadius Reviewer

Support Rating

Cherwell Service Management

Cherwell Service Management 8.6
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

MS SharePoint

MS SharePoint 8.7
Based on 13 answers
Support for SharePoint is quite good. Microsoft provides good support. Microsoft offers
  • Quick turnaround time for issues
  • A range of support services
  • Access to a network of resources
  • Escalation of issues
  • Ongoing development and commitment to produce enhancement
The majority of support is required for initial installation. Once complete and the system is operating we have had very few support issues.
Tim Daciuk | TrustRadius Reviewer

In-Person Training

Cherwell Service Management

No score
No answers yet
No answers on this topic

MS SharePoint

MS SharePoint 4.5
Based on 1 answer
The face to face training I received was on SharePoint Administration. It was rushed as there was a lot of information to cover and the application of the labs weren't that great either. I like to be able to relate what I am learning to what I am currently doing.
Anonymous | TrustRadius Reviewer

Online Training

Cherwell Service Management

No score
No answers yet
No answers on this topic

MS SharePoint

MS SharePoint 6.4
Based on 1 answer
I like to learn at my own pace and online training allows for that. Additionally, you can skip through pieces of content that you already know or are already comfortable with. Microsoft actually offers great videos on their website for basic fundamental SharePoint Training. I have used these training videos in some of my own training sessions with end users.
Anonymous | TrustRadius Reviewer

Implementation Rating

Cherwell Service Management

No score
No answers yet
No answers on this topic

MS SharePoint

MS SharePoint 6.0
Based on 4 answers
Planning to the last detail would be advised. SharePoint is a very large application that takes a lot of finesse to get operational
Christopher Corbett | TrustRadius Reviewer

Alternatives Considered

Cherwell Service Management

CIT had used HEAT for 15 years, which was about 10 years more than we should have. Our HEAT implementation was extremely customized and though we used HEAT well and our processes were melded with HEAT, there were many areas for improvement. Tickets would get lost or a task would be lost or the ticket would go through many hands without proper documentation. It was just fairly clunky and not very scaleable.
Michael J Mandeville | TrustRadius Reviewer

MS SharePoint

I have not personally used any direct competitors to SharePoint as a whole. However, I have used Dropbox Business and Google Drive. While these do work well for file collaboration, they do not offer the website structure that SharePoint does. SharePoint also integrates directly with other Microsoft products in Office 365/Microsoft 365. This alone makes it worth considering over competitors.
Adam Friedli | TrustRadius Reviewer

Return on Investment

Cherwell Service Management

  • Having a single SaaS instance of Cherwell has allowed our organization for the first time seamlessly transfer tickets across regions and allow for unprecedented communication between our groups. We look forward to opening the tool to all global IT teams and incorporating all major modules (Problem, Change, CI & Knowledge and more!) where we'll finally all be on the same tool and various IT data will finally all be in a relational database.
  • Ongoing costs can be lowered because we now have enough in-house expertise to manage most of our routine Cherwell modifications and management.
  • Once Cherwell is fully implemented at our organization, we'll be able to do with several separate systems and databases where all IT information is currently stored which will make things more simple and cost-effective to maintain.
Brandon Joseph | TrustRadius Reviewer

MS SharePoint

  • As SharePoint is one of the top content collaboration tool which is seamlessly integrated with all other products / solutions from Microsoft or externals, the productivity of employees in the organization can go like a sky rocket and we are witnessing it from the business.
  • As SharePoint provides scaling up/down at any point based on the business needs, any sized organization can choose the best plan according to their need and can leverage the scaling functionality at later stage
  • Business can use SharePoint solutions to automate repeated tasks/ process that they encounter daily and can avoid manual / repeat works
  • As SharePoint is more based out of web based product, network issues or fluctuations can be a challenge at times. However, Microsoft is really working on bringing standalone products that works without a network availability.
Anonymous | TrustRadius Reviewer

Pricing Details

Cherwell Service Management

General

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

Cherwell Service Management Editions & Modules

Additional Pricing Details

MS SharePoint

General

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

MS SharePoint Editions & Modules

Edition
Plan 1$5.001
Plan 2$10.001
Office 365 E3$20.001
  1. Per User Per Month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Cherwell Service Management
7.9
MS SharePoint
8.1

Likelihood to Renew

Cherwell Service Management
8.5
MS SharePoint
9.8

Usability

Cherwell Service Management
8.0
MS SharePoint
8.2

Reliability and Availability

Cherwell Service Management
9.0
MS SharePoint

Support Rating

Cherwell Service Management
8.6
MS SharePoint
8.7

In-Person Training

Cherwell Service Management
MS SharePoint
4.5

Online Training

Cherwell Service Management
MS SharePoint
6.4

Implementation Rating

Cherwell Service Management
MS SharePoint
6.0

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