Cherwell Service Management vs Smartsheet

What users are saying about

Score 7.9 out of 10

Based on 97 reviews and ratings

Score 8.4 out of 10

Based on 635 reviews and ratings

Feature Set Ratings

Incident and problem management

8.7

Cherwell Service Management

87%

Smartsheet

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%

Smartsheet

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%

Smartsheet

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

9.7

97%

38 Ratings

N/A

0 Ratings

Service-level management

9.6

96%

39 Ratings

N/A

0 Ratings

Project Management

Cherwell Service Management

Feature Set Not Supported

N/A

8.2

Smartsheet

82%

Smartsheet ranks higher in 14/14 features

Task Management

N/A

0 Ratings

8.6

86%

117 Ratings

Resource Management

N/A

0 Ratings

7.7

77%

101 Ratings

Gantt Charts

N/A

0 Ratings

8.8

88%

100 Ratings

Scheduling

N/A

0 Ratings

8.6

86%

103 Ratings

Workflow Automation

N/A

0 Ratings

7.8

78%

91 Ratings

Team Collaboration

N/A

0 Ratings

8.6

86%

113 Ratings

Support for Agile Methodology

N/A

0 Ratings

7.6

76%

74 Ratings

Support for Waterfall Methodology

N/A

0 Ratings

8.0

80%

70 Ratings

Document Management

N/A

0 Ratings

7.7

77%

93 Ratings

Email integration

N/A

0 Ratings

8.2

82%

91 Ratings

Mobile Access

N/A

0 Ratings

7.8

78%

87 Ratings

Timesheet Tracking

N/A

0 Ratings

8.2

82%

57 Ratings

Change request and Case Management

N/A

0 Ratings

8.6

86%

61 Ratings

Budget and Expense Management

N/A

0 Ratings

8.1

81%

67 Ratings

Professional Services Automation

Cherwell Service Management

Feature Set Not Supported

N/A

8.5

Smartsheet

85%

Smartsheet ranks higher in 4/4 features

Quotes/estimates

N/A

0 Ratings

8.2

82%

38 Ratings

Invoicing

N/A

0 Ratings

8.7

87%

30 Ratings

Project & financial reporting

N/A

0 Ratings

8.1

81%

53 Ratings

Integration with accounting software

N/A

0 Ratings

8.9

89%

28 Ratings

Attribute Ratings

Cherwell Service Management is rated higher in 1 area: Support Rating
Smartsheet is rated higher in 3 areas: Likelihood to Renew, Usability, Implementation Rating
Cherwell Service Management and Smartsheet are tied in 1 area: Likelihood to Recommend

Cherwell Service Management

84%

51 Ratings

8.4

Smartsheet

84%

138 Ratings

Cherwell Service Management

83%

10 Ratings

10.0

Smartsheet

100%

24 Ratings

Cherwell Service Management

72%

3 Ratings

8.6

Smartsheet

86%

12 Ratings

Cherwell Service Management

90%

4 Ratings

Smartsheet

N/A

0 Ratings

Cherwell Service Management

N/A

0 Ratings

10.0

Smartsheet

100%

2 Ratings

Cherwell Service Management

88%

27 Ratings

8.1

Smartsheet

81%

90 Ratings

Cherwell Service Management

N/A

0 Ratings

7.0

Smartsheet

70%

1 Rating

Cherwell Service Management

77%

2 Ratings

10.0

Smartsheet

100%

18 Ratings

Likelihood to Recommend

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.

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Verified User

Engineer in Information Technology

Retail Company, 5001-10,000 employees

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There were new vendors who needed to submit their documents by the sales department for legal and Risk department for reviewing and checking the validity of the documents, The way of escalation and attaching the documents and the vendor's data was well suited to be done through the smart sheet. As the sales use smart sheet tickets for submitting the vendor's details and attaching the documents. Through the Smartsheet automation process, a notification mail was sent to the legal and risk department for reviewing and the tickets were assigned already to the admins for validating . After the admin's review and tick mark on the check box of reviewing in the smart sheet which was customized than when its clicked send automated emails to the supervisors for approval, Then after the supervisor's approval, an automated mail was sent to the sales team for completing approval of the vendor. All of these scenarios and hierarchy did because of Smartsheet.

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Mohamed Emam

AML Compliance Analyst

AMAN EXCHANGE COMPANY KUWAITFinancial Services, 501-1000 employees

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Pros

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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Jane Updegraff

Senior Systems Administrator

DRT Holdings, Inc.Aviation & Aerospace, 501-1000 employees

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Its hard to overstate the value of familiarity. Being able to use a tool that has some familiarity takes away the time needed to train and orient employees on a new tool and allows an organization to hit the ground running.
Smartsheet covers most of the basics of a project management tool, the usual tasks, milestones and project viewing options.
For data viewing, you get multiple data viewing options including a calendar view (good for marketing teams and those who work around scheduling), Kanban, Gaant etc

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Abigail Selebe

Freelance Consultant

Self-EmployedE-Learning, 1-10 employees

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Cons

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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Megan Hartz

Associate Director, IT Service Management

University of MissouriHigher Education, 10,001+ employees

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Smartsheet set up is similar to Excel, yet when you upload an Excel file, things like conditional formatting are lost. Smartsheet has its own conditional formatting, and you have to reinstate the rules. It would be great if those would apply automatically once a file is uploaded
Some Smartsheet management and access rules can take some tweaking to work properly. This may be a case of offering more info to admins so they can apply these better and with more efficiency

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Verified User

Manager in Marketing

Information Technology & Services Company, 501-1000 employees

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Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

Starting Price

—

Cherwell Service Management Editions & Modules

—

Additional Pricing Details

—

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

Starting Price

Smartsheet Editions & Modules

Edition

Individual	$14¹
Business	$25²
Enterprise	Contact Sales
Premier	Contact Sales

per month
Per User / Per Month
none

Additional Pricing Details

—

Likelihood to Renew

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.

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Verified User

Team Lead in Information Technology

Financial Services Company, 1001-5000 employees

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Smartsheet 10.0

Based on 24 answers

It definitely meets our needs as far as organizing and archiving our tasks and files. As we train more staff to view it, I see opportunities for more improvement, which I am sure this program can handle. I look forward to seeing continued improvement from Smartsheet on their capabilities and functionality.

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Courtney Barringer

Communications Specialist

Covenant CreekReligious Institutions, 51-200 employees

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Usability

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.

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Verified User

Analyst in Corporate

Government Administration Company, 10,001+ employees

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Smartsheet 8.6

Based on 12 answers

Smartsheet is very easy to learn. However, while I have been able to pick it easily, Microsoft Excel and Project super users that I have trained on Smartsheet get bogged down in the differences and can find it frustrating. Explaining the differences ahead of time and why Smartsheet is being chosen instead of a different software seems to counteract those reactions

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Meghan M. Prentiss

Program Assistant, Epidemiology Planning and Communications Division

Tri-County Health DepartmentProgram Development, 201-500 employees

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Support Rating

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.

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Zachary Louis

MSC Operations Engineer

Software Information SystemsInformation Technology and Services, 51-200 employees

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Smartsheet 8.1

Based on 90 answers

I give this rating because it fills a niche in the market. MS Project scares many away from proper task management but there are limited tools our there, especially cloud-based that are mobile-friendly. Smartsheet fills this market gap, especially for small to medium-sized businesses. IT is not fair to compare it to MS Project, but fairer to see what gaps it fills.

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Jesse Bickel

Sr. Project Manager

CaptureRXHospital & Health Care, 51-200 employees

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Implementation Rating

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.

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Verified User

Analyst in Corporate

Government Administration Company, 10,001+ employees

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Smartsheet 10.0

Based on 18 answers

It's absolutely paramount to take a few minutes to actually play with the software. It's nearly impossible to do anything wrong or make a mistake which cannot be fixed easily. Under the help menu is Live Training option. After you familiarize yourself with the commands, watch the live training for some in depth understanding of how to make the software fit your needs perfectly.

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Stephanie Carpenter

Project Manager

Vitatech ElectromagneticsEnvironmental Services, 1-10 employees

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Alternatives Considered

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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Aidan Wick

IT Systems Analyst

Tallgrass EnergyOil & Energy, 501-1000 employees

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Jira and Redmine are much more robust and technologically advanced project management solutions. I enjoy using either when managing a very large project. However, I prefer to use Smartsheet for my smaller to medium sized projects. As for Google Drive - I would say that Google sheets and Smartsheet are almost identical in my opinion when it comes to functionality. Personally I prefer to manage smaller projects via Google Drive, but it is a personal preference!

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Verified User

Project Manager in Marketing

Marketing & Advertising Company, 51-200 employees

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Return on Investment

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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David Crawford

IT Consultant

Great Lakes Health ConnectComputer Hardware, 501-1000 employees

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This has really opened up collaboration across teams. A lot less working in silos.
It hasn't fully replaced any one tool so it means having to go to another place. Hopefully, we can eliminate a tool or two in the next six months.

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Verified User

Analyst in Marketing

Automotive Company, 5001-10,000 employees

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