What users are saying about
Cherwell Service Management
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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
Based on 97 reviews and ratings
Top Rated
635 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.4 out of 100
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
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
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
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
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
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.

Verified User
Engineer in Information Technology
Retail Company, 5001-10,000 employeesSmartsheet
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.
AML Compliance Analyst
AMAN EXCHANGE COMPANY KUWAITFinancial Services, 501-1000 employees
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.
Senior Systems Administrator
DRT Holdings, Inc.Aviation & Aerospace, 501-1000 employees
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
Freelance Consultant
Self-EmployedE-Learning, 1-10 employees
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.
Associate Director, IT Service Management
University of MissouriHigher Education, 10,001+ employees
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

Verified User
Manager in Marketing
Information Technology & Services Company, 501-1000 employeesPricing 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 |
Enterprise | Contact Sales |
Premier | Contact Sales |
- per month
- Per User / Per Month
- 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.

Verified User
Team Lead in Information Technology
Financial Services Company, 1001-5000 employeesSmartsheet
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.
Communications Specialist
Covenant CreekReligious Institutions, 51-200 employees
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.

Verified User
Analyst in Corporate
Government Administration Company, 10,001+ employeesSmartsheet
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
Program Assistant, Epidemiology Planning and Communications Division
Tri-County Health DepartmentProgram Development, 201-500 employees
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.
MSC Operations Engineer
Software Information SystemsInformation Technology and Services, 51-200 employees
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.
Sr. Project Manager
CaptureRXHospital & Health Care, 51-200 employees
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.

Verified User
Analyst in Corporate
Government Administration Company, 10,001+ employeesSmartsheet
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.
Project Manager
Vitatech ElectromagneticsEnvironmental Services, 1-10 employees
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.
IT Systems Analyst
Tallgrass EnergyOil & Energy, 501-1000 employees
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!

Verified User
Project Manager in Marketing
Marketing & Advertising Company, 51-200 employeesReturn 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.
IT Consultant
Great Lakes Health ConnectComputer Hardware, 501-1000 employees
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.

Verified User
Analyst in Marketing
Automotive Company, 5001-10,000 employees