81 Ratings
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Score 7.7 out of 100
1 Rating
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Score 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

Serviceware Processes (helpLine)

You can build every business process with helpLine. The Code is completely free (C#). The only limitations you have are in the GUI, there you probably will miss something. But the Servicemask can be designed free.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Cherwell Service Management
8.4
Serviceware Processes (helpLine)
8.9
Organize and prioritize service tickets
Cherwell Service Management
8.7
Serviceware Processes (helpLine)
10.0
Expert directory
Cherwell Service Management
8.3
Serviceware Processes (helpLine)
9.0
Service restoration
Cherwell Service Management
8.0
Serviceware Processes (helpLine)
6.0
Self-service tools
Cherwell Service Management
8.5
Serviceware Processes (helpLine)
9.0
Subscription-based notifications
Cherwell Service Management
8.1
Serviceware Processes (helpLine)
9.0
ITSM collaboration and documentation
Cherwell Service Management
8.4
Serviceware Processes (helpLine)
10.0
ITSM reports and dashboards
Cherwell Service Management
8.8
Serviceware Processes (helpLine)
9.0

ITSM asset management

Cherwell Service Management
8.3
Serviceware Processes (helpLine)
8.3
Configuration mangement
Cherwell Service Management
8.3
Serviceware Processes (helpLine)
9.0
Asset management dashboard
Cherwell Service Management
8.7
Serviceware Processes (helpLine)
9.0
Policy and contract enforcement
Cherwell Service Management
8.1
Serviceware Processes (helpLine)
7.0

Change management

Cherwell Service Management
8.6
Serviceware Processes (helpLine)
10.0
Change requests repository
Cherwell Service Management
8.4
Serviceware Processes (helpLine)
10.0
Change calendar
Cherwell Service Management
8.6
Serviceware Processes (helpLine)
Service-level management
Cherwell Service Management
8.7
Serviceware Processes (helpLine)
10.0

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

Serviceware Processes (helpLine)

  • No implementation limits.
  • Easy handling (masks can be designed freely).
  • Various interfaces are available.
  • With C# code a lot can be done.
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

Serviceware Processes (helpLine)

  • The task management tool could be better integrated.
  • Relatively high memory usage for heavy users.
Anonymous | 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

Serviceware Processes (helpLine)

No score
No answers yet
No answers on this topic

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

Serviceware Processes (helpLine)

No score
No answers yet
No answers on this topic

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

Serviceware Processes (helpLine)

Serviceware Processes (helpLine) 9.0
Based on 2 answers
In case of bugs or coding problems you have to be more specific. Otherwise, they are not forwarded to the development team or it is quickly said that a consultant has to look at this for a fee.
Anonymous | 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

Serviceware Processes (helpLine)

Unfortunately I have no experience with other products.
Anonymous | 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

Serviceware Processes (helpLine)

  • We can handle tickets faster.
  • No double tickets anymore because of the contact assignment.
  • One mailbox where every mail will be processed.
Anonymous | TrustRadius Reviewer

Pricing Details

Cherwell Service Management

General

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

Serviceware Processes (helpLine)

General

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

Rating Summary

Likelihood to Recommend

Cherwell Service Management
7.9
Serviceware Processes (helpLine)
9.0

Likelihood to Renew

Cherwell Service Management
8.5
Serviceware Processes (helpLine)

Usability

Cherwell Service Management
8.0
Serviceware Processes (helpLine)

Reliability and Availability

Cherwell Service Management
9.0
Serviceware Processes (helpLine)

Support Rating

Cherwell Service Management
8.6
Serviceware Processes (helpLine)
9.0

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