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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
36 Ratings
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Score 8 out of 100

Feature Set Ratings

    Incident and problem management

    8.7

    Cherwell Service Management

    87%

    ServiceNow Governance, Risk, and Compliance

    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%

    ServiceNow Governance, Risk, and Compliance

    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%

    ServiceNow Governance, Risk, and Compliance

    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

    9.6
    96%
    38 Ratings
    N/A
    0 Ratings

    Service-level management

    9.6
    96%
    39 Ratings
    N/A
    0 Ratings

    Governance, Risk & Compliance

    Cherwell Service Management

    Feature Set Not Supported
    N/A
    6.9

    ServiceNow Governance, Risk, and Compliance

    69%
    ServiceNow Governance, Risk, and Compliance ranks higher in 5/5 features

    Common repository of GRC items

    N/A
    0 Ratings
    6.4
    64%
    5 Ratings

    Risk management

    N/A
    0 Ratings
    6.5
    65%
    5 Ratings

    Integration with Corporate Performance Management (CPM) systems

    N/A
    0 Ratings
    7.7
    77%
    5 Ratings

    GRC policy management

    N/A
    0 Ratings
    6.3
    63%
    5 Ratings

    Incident management

    N/A
    0 Ratings
    7.5
    75%
    5 Ratings

    Attribute Ratings

    • Cherwell Service Management is rated higher in 2 areas: Likelihood to Recommend, Support Rating
    • ServiceNow Governance, Risk, and Compliance is rated higher in 1 area: Usability

    Likelihood to Recommend

    8.4

    Cherwell Service Management

    84%
    51 Ratings
    7.3

    ServiceNow Governance, Risk, and Compliance

    73%
    6 Ratings

    Likelihood to Renew

    8.3

    Cherwell Service Management

    83%
    10 Ratings

    ServiceNow Governance, Risk, and Compliance

    N/A
    0 Ratings

    Usability

    7.2

    Cherwell Service Management

    72%
    3 Ratings
    7.3

    ServiceNow Governance, Risk, and Compliance

    73%
    4 Ratings

    Availability

    9.0

    Cherwell Service Management

    90%
    4 Ratings

    ServiceNow Governance, Risk, and Compliance

    N/A
    0 Ratings

    Support Rating

    8.8

    Cherwell Service Management

    88%
    27 Ratings
    7.4

    ServiceNow Governance, Risk, and Compliance

    74%
    4 Ratings

    Implementation Rating

    7.7

    Cherwell Service Management

    77%
    2 Ratings

    ServiceNow Governance, Risk, and Compliance

    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.
    Anonymous | TrustRadius Reviewer

    ServiceNow Governance, Risk, and Compliance

    Oracle EBS R12 requires a unique user skillset to understand how it handles user access and functions. Accordingly, ServiceNow has this high level of sophistication to manage this information and apply it to Sensitive Access and Segregation of Duties rules to identify exceptions. This depth of configuration is critical to accurately identify when Oracle Responsibilities (access) truly allows access and thus could be a violation. ERPs with less complexity may not require this customization of ServiceNow GRC, but you would be wise to raise these questions and examples in the demo to ensure it will work for you. In the past, we have found that risks of under-reporting exceptions or false positives become so voluminous that users don't always get to the accurate violations for timely remediation. Proper configuration up front will improve your effectiveness and ROI down the road.
    Anonymous | 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

    ServiceNow Governance, Risk, and Compliance

    • Finding reported by the auditor. GRC helps us identify, assign, and track the resolution of this.
    • Exception to information security policy. These require quarterly reviews and setting up reminders to revisit these.
    • Building out new projects and baking security and compliance into the project and tracking it in GRC to ensure we deliver a compliant product on day one
    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

    ServiceNow Governance, Risk, and Compliance

    • Delivering more out of the box functionality that rivals other GRC platforms. The bare bones approach may not help companies that do not have expertise or capabilities to build effective GRC processes.
    • Easier way to implement workflow.
    • Offering better metrics without buying add-on tools.
    Nick Bettes, CRISC, MBA | 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

    ServiceNow Governance, Risk, and Compliance

    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.
    Anonymous | TrustRadius Reviewer

    ServiceNow Governance, Risk, and Compliance

    No score
    No answers yet
    No answers on this topic

    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

    ServiceNow Governance, Risk, and Compliance

    ServiceNow Governance, Risk, and Compliance 7.3
    Based on 4 answers
    I'm satisfied with our experience. The configuration was the biggest challenge, but we have moved onto the stage of user training and usability. We would appreciate having better user training documentation and possibly videos and/or computer-based training to help our international users adopt this software for their GRC needs.
    Anonymous | 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

    ServiceNow Governance, Risk, and Compliance

    ServiceNow Governance, Risk, and Compliance 7.4
    Based on 4 answers
    It's a good system, but I am awaiting key features in the new release. We hear that ServiceNow is continually adding new features and we look for improved reporting, better Oracle Integration, and user training opportunities. To the extent these materialize, we expect further improvements in our experience with ServiceNow GRC. Until that time, though, we believe we are meeting our objectives expected at the beginning of this project.
    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

    ServiceNow Governance, Risk, and Compliance

    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.
    Aidan Wick | TrustRadius Reviewer

    ServiceNow Governance, Risk, and Compliance

    TraceGP is a project management tool that was customized to work with ITIL. But, nothing ITIL-like. And as we needed a tool that was really "compatible" with ITIL, we discovered in ServiceNow a real tool that could help us. We can now do things like, for example, find an incident that was related to a specific problem.
    Anonymous | 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

    ServiceNow Governance, Risk, and Compliance

    • Mostly cultural change. If teams aren't aware of the new implementation of GRC and they get a request to answer questions, it can be confusing. This is cultural and not a con against the product.
    Anonymous | TrustRadius Reviewer

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