Cherwell Service Management vs. OpenText Service Manager

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Cherwell Service Management
Score 7.3 out of 10
N/A
Cherwell Software was founded by the former CEO of FrontRage Solutions and is a full suite of service management tools competing with BMC Remedy, ServiceNow, and IBM SmartCloud.N/A
OpenText Service Manager
Score 9.0 out of 10
N/A
OpenText™ Service Manager (formerly from Micro Focus) is scalable service desk software powered by machine learning, analytics, and automation. It provides an ITSM platform for standardizing service delivery and support across the enterprise.N/A
Pricing
Cherwell Service ManagementOpenText Service Manager
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Cherwell Service ManagementOpenText Service Manager
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Cherwell Service ManagementOpenText Service Manager
Top Pros
Top Cons
Features
Cherwell Service ManagementOpenText Service Manager
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Cherwell Service Management
9.6
53 Ratings
16% above category average
OpenText Service Manager
9.4
2 Ratings
14% above category average
Organize and prioritize service tickets10.052 Ratings8.62 Ratings
Expert directory9.541 Ratings9.62 Ratings
Service restoration9.835 Ratings8.72 Ratings
Self-service tools9.851 Ratings9.82 Ratings
Subscription-based notifications9.438 Ratings9.82 Ratings
ITSM collaboration and documentation9.448 Ratings9.82 Ratings
ITSM reports and dashboards9.651 Ratings9.82 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Cherwell Service Management
9.7
44 Ratings
17% above category average
OpenText Service Manager
9.7
2 Ratings
17% above category average
Configuration mangement9.742 Ratings9.72 Ratings
Asset management dashboard9.741 Ratings9.82 Ratings
Policy and contract enforcement9.631 Ratings9.52 Ratings
Change management
Comparison of Change management features of Product A and Product B
Cherwell Service Management
9.8
50 Ratings
16% above category average
OpenText Service Manager
10.0
1 Ratings
18% above category average
Change requests repository9.748 Ratings10.01 Ratings
Change calendar9.844 Ratings10.01 Ratings
Service-level management9.845 Ratings10.01 Ratings
Best Alternatives
Cherwell Service ManagementOpenText Service Manager
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.2 out of 10
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.2 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Cherwell Service ManagementOpenText Service Manager
Likelihood to Recommend
9.5
(57 ratings)
9.6
(2 ratings)
Likelihood to Renew
9.9
(13 ratings)
-
(0 ratings)
Usability
8.7
(5 ratings)
-
(0 ratings)
Availability
8.2
(3 ratings)
-
(0 ratings)
Performance
6.4
(1 ratings)
-
(0 ratings)
Support Rating
6.6
(16 ratings)
-
(0 ratings)
In-Person Training
8.7
(2 ratings)
-
(0 ratings)
Online Training
9.1
(1 ratings)
-
(0 ratings)
Implementation Rating
9.0
(3 ratings)
-
(0 ratings)
Configurability
9.1
(2 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
9.1
(1 ratings)
-
(0 ratings)
Ease of integration
9.1
(1 ratings)
-
(0 ratings)
Product Scalability
8.2
(1 ratings)
-
(0 ratings)
Professional Services
7.3
(1 ratings)
-
(0 ratings)
Vendor post-sale
6.4
(1 ratings)
-
(0 ratings)
User Testimonials
Cherwell Service ManagementOpenText Service Manager
Likelihood to Recommend
Ivanti
Well suited in an IT environment where you have limited staff. It can be managed by one administrator. Reliability of the SaaS environment has been excellent. Flexibility in developing automated workflows to open, manage, and close Incidents. Change Management due to ability to modify OOB to meet the needs of our staff. Contract Management allowing us to be notified when a contract or license is up for renewal and setting reminders. Integrations are not easy to create and manage.
Read full review
OpenText
HP Service Manager (HPSM) is well suited for a big company and it does the job that it's intended to do but it's not perfect. It has a fairly large learning curve for searching Knowledge Management (KMs) and it takes time to learn how to be fast at creating/resolving tickets while on calls. I have been using HPSM for about 2 years now and we recently moved from the desk client to the web client and we are seeing a lot more issues than we did with the desk client. They keep coming out with updates for it so eventually most of our issues will hopefully be resolved. Overall the web experience is better as it looks more modern than what we used in the past.
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Pros
Ivanti
  • 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.
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OpenText
  • Capacity management like maintaining CI's and their relations is good.
  • Approvals with HPSM is a cake walk and quite logical.
  • There is no wait for troubleshooting or help, HPSM tech help is always there.
Read full review
Cons
Ivanti
  • 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.
Read full review
OpenText
  • When you search Knowledge Articles, it is not like Google, and you need to learn how to search for what you need.
  • It takes a very long time to close tickets in HPSM. Here are the steps to close a ticket. 1. Add notes. 2. Add KM 3. Click Resolve 4.Click Save 5.Click Close 6.Click Okay to Message (ticket has recently been modified) 7. Click Close.
  • It's slow and sometimes crashes/freezes and you lose all the information you may have entered. I usually use notepad++ to gather all my notes and paste them into HPSM.
  • When searching previous tickets the preview pane does not allow for sorting by date to have the most recent at the very top every time you pull up previous tickets. Sometimes there are pages and pages of previous tickets and you have to click and scroll to get what you need.
  • I click on search KMs and it takes me to a blank page and I have to click the back button which then brings me to the search KM page.
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Likelihood to Renew
Ivanti
Cherwell is still the best tool for the job in the market. Even though Ivanti bought them and are trying to convince everyone to move over to Neurons for ITSM, they have stated Cherwell will remain supported indefinitely and have a roadmap for future Cherwell development. Unfortunately, ISM is not as flexible as Cherwell (and the UX is atrocious), hence why many people are sticking with Cherwell (and why many Cherwell customers never purchased ISM originally)
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OpenText
No answers on this topic
Usability
Ivanti
I enjoy the layout and configuration of our Cherwell Service Management instance. It did take me a bit to get used to, as with any new ticketing system, but now that I understand the system more, I thoroughly enjoy it! There are just so many options and the UI is very intuitive.
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OpenText
No answers on this topic
Reliability and Availability
Ivanti
Almost always available, with exception for a handful of outages due to infrastructure related issues
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OpenText
No answers on this topic
Performance
Ivanti
The browser client is mostly acceptable in terms of performance, but still lacks parity with the rich client. The rich client is not very performant at all. It's built on old architecture and relies heavily on a fast internet connection, good caching and database indexing. There are several unwritten rules with form design (and form arrangement) which most users are not aware of, but can severely impact performance in the rich client. This is where the flexibility of Cherwell can come back to bite you if you step outside the boundaries of these unwritten rules
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OpenText
No answers on this topic
Support Rating
Ivanti
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.
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OpenText
No answers on this topic
In-Person Training
Ivanti
I didn't partake in the in-person training, but it was available. I preferred the online method instead, which was a great experience. It was nice to have someone available to bounce questions off of and demonstrate how certain functions worked.
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OpenText
No answers on this topic
Online Training
Ivanti
The training was great! We got together to review the system, its UI, and how to perform basic functions. Then there was plenty of time to ask questions and test out the system while there was someone available to assist.
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OpenText
No answers on this topic
Implementation Rating
Ivanti
Implementation is a breeze. Each time I've implemented it, we had an outsourced vendor overseeing it & assisting where needed. However, Cherwell OOTB is ready to go, and configuring it for LDAP/SAML, etc. for authentication and user-imports is really straight forward. The infrastructure needed for Cherwell is extremely simple too - and installing the server & database takes no more than 20 mins
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OpenText
No answers on this topic
Alternatives Considered
Ivanti
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.
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OpenText
[We selected HP Service Manager because] HPSM is reliable.
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Contract Terms and Pricing Model
Ivanti
We have had great contracts with Cherwell and love the concurrent licensing model
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OpenText
No answers on this topic
Scalability
Ivanti
We have never had any major show-stopper issues with Cherwell itself - more so with the infrastructure it sits on. Moving from in-house cloud (on Cherwell's side), to AWS then to Azure has caused multiple problems over the years (some still on-going), however the product has remained fairly stable
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OpenText
No answers on this topic
Professional Services
Ivanti
As mentioned, they were always great to work with (minus the project management side). My only feedback would be to push back on requirements that don't make sense
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OpenText
No answers on this topic
Return on Investment
Ivanti
  • 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.
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OpenText
  • We take anywhere from between 850-1400 calls a day and overall the whole opening tickets to close process goes pretty smoothly.
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ScreenShots