Cherwell Service Management vs. ServicePro

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
ServicePro
Score 6.0 out of 10
N/A
ServicePro is an IT service management solution that can be hosted on-premise or deployed through the cloud. It includes features such as change, incident / task, and project management.N/A
Pricing
Cherwell Service ManagementServicePro
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Cherwell Service ManagementServicePro
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 ManagementServicePro
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
Cherwell Service ManagementServicePro
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Cherwell Service Management
9.7
53 Ratings
17% above category average
ServicePro
7.1
1 Ratings
14% below category average
Organize and prioritize service tickets10.052 Ratings8.01 Ratings
Expert directory9.641 Ratings7.01 Ratings
Service restoration9.935 Ratings7.01 Ratings
Self-service tools9.851 Ratings5.01 Ratings
Subscription-based notifications9.538 Ratings9.01 Ratings
ITSM collaboration and documentation9.548 Ratings8.01 Ratings
ITSM reports and dashboards9.751 Ratings6.01 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
ServicePro
8.5
1 Ratings
4% above category average
Configuration mangement9.742 Ratings8.01 Ratings
Asset management dashboard9.741 Ratings00 Ratings
Policy and contract enforcement9.731 Ratings9.01 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
ServicePro
8.0
1 Ratings
4% below category average
Change requests repository9.848 Ratings00 Ratings
Change calendar9.844 Ratings00 Ratings
Service-level management9.945 Ratings8.01 Ratings
Best Alternatives
Cherwell Service ManagementServicePro
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
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.1 out of 10
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Cherwell Service ManagementServicePro
Likelihood to Recommend
9.6
(57 ratings)
6.0
(1 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 ManagementServicePro
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.
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Help Desk Technology Corporation
ServicePro has been a reliable tool to associate field service work orders to our NetSuite data. Our company has some niche and specific business use cases - so while I think it has good out of the box functionality, it has not been the easiest tool to build customizations around.
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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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Help Desk Technology Corporation
  • Mobile Application
  • Job Scheduling
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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.
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Help Desk Technology Corporation
  • Rigid System Design / complex backend model for api access
  • Cumbersome to build inspections
  • Inability to associate Inspections to Appointments, only work orders
  • No batch update capabilities
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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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Help Desk Technology Corporation
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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Help Desk Technology Corporation
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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Help Desk Technology Corporation
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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Help Desk Technology Corporation
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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Help Desk Technology Corporation
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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Help Desk Technology Corporation
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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Help Desk Technology Corporation
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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Help Desk Technology Corporation
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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Help Desk Technology Corporation
We originally tried Next Serice - We had a need to batch create work orders from a NetSuite Sales Order to a related work order - Our ServicePro development integration team was able to build this in our production environment, Next Service was not able to build this for us during our trial period with them.
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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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Help Desk Technology Corporation
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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Help Desk Technology Corporation
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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Help Desk Technology Corporation
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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Help Desk Technology Corporation
  • Positive ROI: Increased order fulfillment qty
  • Positive ROI: Eliminated errors in our work order process
  • Negative ROI: Limited visibility to track work order success rates, poor association of inspection to appointment record
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ScreenShots