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Top Rated
97 Ratings
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155 Ratings

Cherwell Service Management

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Top Rated
97 Ratings
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Score 7.9 out of 100

SolarWinds Service Desk

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155 Ratings
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Score 8.3 out of 100

Feature Set Ratings

  • Cherwell Service Management ranks higher in 3 feature sets: Incident and problem management, ITSM asset management, Change management

Incident and problem management

8.7

Cherwell Service Management

87%
8.0

SolarWinds Service Desk

80%
Cherwell Service Management ranks higher in 6/7 features

Organize and prioritize service tickets

9.8
98%
46 Ratings
9.3
93%
96 Ratings

Expert directory

8.2
82%
36 Ratings
7.9
79%
57 Ratings

Service restoration

8.1
81%
29 Ratings
7.3
73%
58 Ratings

Self-service tools

9.0
90%
45 Ratings
8.0
80%
86 Ratings

Subscription-based notifications

8.3
83%
33 Ratings
8.9
89%
68 Ratings

ITSM collaboration and documentation

8.4
84%
42 Ratings
8.1
81%
76 Ratings

ITSM reports and dashboards

9.3
93%
45 Ratings
6.4
64%
87 Ratings

ITSM asset management

9.0

Cherwell Service Management

90%
6.9

SolarWinds Service Desk

69%
Cherwell Service Management ranks higher in 3/3 features

Configuration mangement

9.2
92%
36 Ratings
6.9
69%
74 Ratings

Asset management dashboard

9.2
92%
35 Ratings
6.9
69%
81 Ratings

Policy and contract enforcement

8.7
87%
26 Ratings
6.9
69%
63 Ratings

Change management

9.5

Cherwell Service Management

95%
8.0

SolarWinds Service Desk

80%
Cherwell Service Management ranks higher in 3/3 features

Change requests repository

9.2
92%
42 Ratings
8.6
86%
64 Ratings

Change calendar

9.7
97%
38 Ratings
7.7
77%
44 Ratings

Service-level management

9.6
96%
39 Ratings
7.8
78%
72 Ratings

Attribute Ratings

  • Cherwell Service Management is rated higher in 4 areas: Likelihood to Recommend, Likelihood to Renew, Availability, Support Rating
  • SolarWinds Service Desk (SSD) is rated higher in 2 areas: Usability, Implementation Rating

Likelihood to Recommend

8.4

Cherwell Service Management

84%
51 Ratings
8.2

SolarWinds Service Desk

82%
118 Ratings

Likelihood to Renew

8.3

Cherwell Service Management

83%
10 Ratings
6.9

SolarWinds Service Desk

69%
8 Ratings

Usability

7.2

Cherwell Service Management

72%
3 Ratings
8.8

SolarWinds Service Desk

88%
7 Ratings

Availability

9.0

Cherwell Service Management

90%
4 Ratings
8.2

SolarWinds Service Desk

82%
13 Ratings

Performance

Cherwell Service Management

N/A
0 Ratings
8.6

SolarWinds Service Desk

86%
7 Ratings

Support Rating

8.8

Cherwell Service Management

88%
27 Ratings
8.4

SolarWinds Service Desk

84%
93 Ratings

In-Person Training

Cherwell Service Management

N/A
0 Ratings
9.1

SolarWinds Service Desk

91%
1 Rating

Online Training

Cherwell Service Management

N/A
0 Ratings
8.2

SolarWinds Service Desk

82%
2 Ratings

Implementation Rating

7.7

Cherwell Service Management

77%
2 Ratings
8.6

SolarWinds Service Desk

86%
5 Ratings

Product Scalability

Cherwell Service Management

N/A
0 Ratings
8.8

SolarWinds Service Desk

88%
4 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

SolarWinds Service Desk

If you are looking for a way to support a company and bill based on the outcome this software works really well. If it's a quick password change there was no charge, but if it's troubleshooting things you click the box to charge. It works really well for this. Also bringing all your assets into this and associating them to a client works well. I can't think of anything that this software would not be less appropriate for. It works well for what we use it for.
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

SolarWinds Service Desk

  • Approval flows: You can have multiple layers of approval required for the tickets and service requests you design. This helps us show auditors that access to privileged systems and data was formerly reviewed and approved by the appropriate managers.
  • Easy to design forms: You don't need to spend hours reading the documentation to figure out how to create forms. It's simple enough that you can just jump right in and start creating them with minimal training.
  • Lots of options and features are available for you to include in your forms.
  • Integrates well with SAML-based SSO and has capabilities for MFA.
  • Easy and useful search function. Need to find that ticket from last year that you worked for a particular user or issue? Just search by keyword or username, and it'll quickly find the ticket.
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

SolarWinds Service Desk

  • There is potential to greatly improve the capacity for cascading attributes. Currently, categories are limited to a top-level category and one subcategory. This leaves a fairly shallow decision tree.
  • Greater flexibility to modify the layout of incident request forms.
  • More integration options for cloud file-sharing platforms. Solarwinds Service Desk has tie-ins to Dropbox but not other vendors.
Kevin Staton | 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

SolarWinds Service Desk

General

Free Trial
Yes
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

SolarWinds Service Desk

SolarWinds Service Desk 6.9
Based on 8 answers
My renewal is soon coming up, it is fairly likely I will renew again for the 5th year. I may consider evaluating what else is out there, It was requested by my staff to not make a change. They feel that SSD fits our needs, is easy to use and should keep it.
Chris Peters Sr. | 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

SolarWinds Service Desk

SolarWinds Service Desk 8.8
Based on 7 answers
Solarwinds Service Desk has a very "user friendly" interface. Everything looks nice and neat. And, learning how to use the system is very easy. It provides multiple services that are easy for most people to grasp, and allows for great organization of incidents and assets. Support for Solarwinds Service Desk has a good response and resolution time and are easy to work with.
Treyce Miller | TrustRadius Reviewer

Reliability and Availability

Cherwell Service Management

Cherwell Service Management 9.0
Based on 4 answers
No answer on this topic is available.

SolarWinds Service Desk

SolarWinds Service Desk 8.2
Based on 13 answers
Because the data is stored on Amazon Web Services (AWS) there are very rarely any outages. There have been some times when the product has been slow to load, but because the interface is web based it could be anything between my computer and AWS that was causing the issue. But also, because the application is web based it can be access from anywhere which makes it very convenient
Connie Inman | TrustRadius Reviewer

Performance

Cherwell Service Management

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 8.6
Based on 7 answers
When the system is working, the pages load very quickly. We run reports all the time in the system. The reporting can be extremely complex or very simple. Either way, we have not had any issues with the reports. We do not currently integrate Solarwinds Service Desk with any other software.
Treyce Miller | 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

SolarWinds Service Desk

SolarWinds Service Desk 8.4
Based on 93 answers
SolarWinds support department will respond to you quickly from the time of purchase to after-purchase instructions & supporting, and the company is great in customers support. In buying a software, our organization always has a priority for the seller and support and accountability is very important to us, and the manufacturer or seller must be responsible and supportive.
Ali Kazempour | TrustRadius Reviewer

Online Training

Cherwell Service Management

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 8.2
Based on 2 answers
When we first purchased Samanage (now Solarwinds) they provided us with an informational training session to show us all of the basics on how the service works and showed us everything we were interested in using. There are still some areas of Solarwinds that we do not yet utilize but I know if we choose to use them in the future we would be able to schedule another session with our representative to have them show us what we need to know.
Connie Inman | 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

SolarWinds Service Desk

SolarWinds Service Desk 8.6
Based on 5 answers
The implementation process for our organization was fairly simple. We set up an email address to receive the emails from the system (for incident creation), and we allowed the system to spoof our IT email to respond to requests. Solarwinds helped us with the rest of the implementation, and it took less than a week to get the system fully operational.
Treyce Miller | 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

SolarWinds Service Desk

We chose SolarWinds Service Desk for its user friendly platform compared to what we had. Its was easier for requestors to submit tickets, provide feedback, merge tickets, build a suitable approval process. Our organization had a hard time going back and forth with the end user on providing a status on their request or issue, where most users just didn't follow through or lost interest in their issue. We would have to send multiple emails to get any type of feedback and that's something we did not want to keep on doing.
Anonymous | TrustRadius Reviewer

Scalability

Cherwell Service Management

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 8.8
Based on 4 answers
We have over 500 computers and tablets across our organization and this has helped us greatly in keeping track of where computers are and who is currently using it. I can see this product being useful to groups both larger and smaller than us and I really appreciate this product.
Connie Inman | 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

SolarWinds Service Desk

  • We are more easily able to quantify user satisfaction with support.
  • We are able to develop SLAs that quantify and define the obligation of our support teams.
  • The actual cost of Solarwinds Service Desk per agent user is high in our estimation. The more you implement this platform across your organization, the more tightly tethered you are to this solution.
Anonymous | TrustRadius Reviewer

Screenshots

Cherwell Service Management

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