What users are saying about
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Top Rated
97 Ratings
Top Rated
635 Ratings

Cherwell Service Management

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Top Rated
97 Ratings
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Score 7.9 out of 100
Top Rated
635 Ratings
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Score 8.4 out of 100

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

    Likelihood to Recommend

    8.4

    Cherwell Service Management

    84%
    51 Ratings
    8.4

    Smartsheet

    84%
    138 Ratings

    Likelihood to Renew

    8.3

    Cherwell Service Management

    83%
    10 Ratings
    10.0

    Smartsheet

    100%
    24 Ratings

    Usability

    7.2

    Cherwell Service Management

    72%
    3 Ratings
    8.6

    Smartsheet

    86%
    12 Ratings

    Availability

    9.0

    Cherwell Service Management

    90%
    4 Ratings

    Smartsheet

    N/A
    0 Ratings

    Performance

    Cherwell Service Management

    N/A
    0 Ratings
    10.0

    Smartsheet

    100%
    2 Ratings

    Support Rating

    8.8

    Cherwell Service Management

    88%
    27 Ratings
    8.1

    Smartsheet

    81%
    90 Ratings

    Online Training

    Cherwell Service Management

    N/A
    0 Ratings
    7.0

    Smartsheet

    70%
    1 Rating

    Implementation Rating

    7.7

    Cherwell Service Management

    77%
    2 Ratings
    10.0

    Smartsheet

    100%
    18 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

    Smartsheet

    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.
    Mohamed Emam | 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

    Smartsheet

    • 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
    Abigail Selebe | 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

    Smartsheet

    • 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
    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

    Cherwell Service Management Editions & Modules

    Additional Pricing Details

    Smartsheet

    General

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

    Starting Price

    $0

    Smartsheet Editions & Modules

    Edition
    Individual$141
    Business$252
    EnterpriseContact Sales
    PremierContact Sales
    1. per month
    2. Per User / Per Month
    3. none
    Additional Pricing Details

    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

    Smartsheet

    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.
    Courtney Barringer | TrustRadius Reviewer

    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

    Smartsheet

    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
    Meghan M. Prentiss | 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

    Smartsheet

    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.
    Jesse Bickel | 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

    Smartsheet

    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.
    Stephanie Carpenter | TrustRadius Reviewer

    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

    Smartsheet

    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!
    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

    Smartsheet

    • 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.
    Anonymous | TrustRadius Reviewer

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