<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
97 Ratings

Cherwell Service Management

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
97 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.9 out of 100
1 Rating
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 9 out of 100

Feature Set Ratings

  • Cherwell Service Management ranks higher in 1 feature set: ITSM asset management
  • Serviceware Processes (helpLine) ranks higher in 2 feature sets: Incident and problem management, Change management

Incident and problem management

8.7

Cherwell Service Management

87%
8.9

Serviceware Processes (helpLine)

89%
Serviceware Processes (helpLine) ranks higher in 5/7 features

Organize and prioritize service tickets

9.8
98%
46 Ratings
10.0
100%
1 Rating

Expert directory

8.2
82%
36 Ratings
9.0
90%
1 Rating

Service restoration

8.1
81%
29 Ratings
6.0
60%
1 Rating

Self-service tools

9.0
90%
45 Ratings
9.0
90%
1 Rating

Subscription-based notifications

8.3
83%
33 Ratings
9.0
90%
1 Rating

ITSM collaboration and documentation

8.4
84%
42 Ratings
10.0
100%
1 Rating

ITSM reports and dashboards

9.3
93%
45 Ratings
9.0
90%
1 Rating

ITSM asset management

9.0

Cherwell Service Management

90%
8.3

Serviceware Processes (helpLine)

83%
Cherwell Service Management ranks higher in 3/3 features

Configuration mangement

9.2
92%
36 Ratings
9.0
90%
1 Rating

Asset management dashboard

9.2
92%
35 Ratings
9.0
90%
1 Rating

Policy and contract enforcement

8.7
87%
26 Ratings
7.0
70%
1 Rating

Change management

9.5

Cherwell Service Management

95%
10.0

Serviceware Processes (helpLine)

100%
Serviceware Processes (helpLine) ranks higher in 2/3 features

Change requests repository

9.2
92%
42 Ratings
10.0
100%
1 Rating

Change calendar

9.7
97%
38 Ratings
N/A
0 Ratings

Service-level management

9.6
96%
39 Ratings
10.0
100%
1 Rating

Attribute Ratings

  • Serviceware Processes (helpLine) is rated higher in 2 areas: Likelihood to Recommend, Support Rating

Likelihood to Recommend

8.4

Cherwell Service Management

84%
51 Ratings
9.0

Serviceware Processes (helpLine)

90%
1 Rating

Likelihood to Renew

8.3

Cherwell Service Management

83%
10 Ratings

Serviceware Processes (helpLine)

N/A
0 Ratings

Usability

7.2

Cherwell Service Management

72%
3 Ratings

Serviceware Processes (helpLine)

N/A
0 Ratings

Availability

9.0

Cherwell Service Management

90%
4 Ratings

Serviceware Processes (helpLine)

N/A
0 Ratings

Support Rating

8.8

Cherwell Service Management

88%
27 Ratings
9.0

Serviceware Processes (helpLine)

90%
2 Ratings

Implementation Rating

7.7

Cherwell Service Management

77%
2 Ratings

Serviceware Processes (helpLine)

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

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

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

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

  • 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

Serviceware Processes (helpLine)

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

Serviceware Processes (helpLine)

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

Serviceware Processes (helpLine)

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

Serviceware Processes (helpLine)

No score
No answers yet
No answers on this topic

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

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

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

Serviceware Processes (helpLine)

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

Serviceware Processes (helpLine)

Unfortunately I have no experience with other products.
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

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

Add comparison