Cherwell Service Management (discontinued) vs. Spiceworks Help Desk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Cherwell Service Management (discontinued)
Score 7.6 out of 10
N/A
Cherwell Software was a full suite of service management tools competing with BMC Remedy, ServiceNow, and IBM SmartCloud. It was acquired by Ivanti, and has reached EOL.N/A
Spiceworks Help Desk
Score 8.4 out of 10
N/A
Spiceworks offers a set of free tools for IT network management and help desk support ticketing. The inventory management system essentially provides comprehensive device information for asset management. The Spiceworks Network Monitor provides information on observed IT for problem tracking and server performance monitoring. And finally, the Spiceworks Help Desk Software lets IT personnel stay on top of issues across the network with a ticketing system. Help desk roles with role-based…N/A
Pricing
Cherwell Service Management (discontinued)Spiceworks Help Desk
Editions & Modules
No answers on this topic
All Tiers
Free
Offerings
Pricing Offerings
Cherwell Service Management (discontinued)Spiceworks Help Desk
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Cherwell Service Management (discontinued)Spiceworks Help Desk
Considered Both Products
Cherwell Service Management (discontinued)
Chose Cherwell Service Management (discontinued)
Cherwell Service Management is much better than the other products that I've used in the past. While it isn't a simple system, it does all of the things that you'd hope a ticketing system would. I've personally implemented other systems, but Cherwell Service Management has been …
Chose Cherwell Service Management (discontinued)
Both products seem to be a bit more out of the box ready but lacked the customization that we were looking for and the workflows specifically from Spiceworks. All of the products would work if you are willing to change your functionality to match what they offer but we …
Chose Cherwell Service Management (discontinued)
When I did the shopping for an ITSM solution, I found that ITSM solutions seemed to (at the time, anyway) fall into two rough categories and a small third category. In the first larger category, there were a group of the "out of the box", quick to implement but immature and …
Spiceworks Help Desk

No answer on this topic

Top Pros
Top Cons
Features
Cherwell Service Management (discontinued)Spiceworks Help Desk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Cherwell Service Management (discontinued)
9.9
53 Ratings
19% above category average
Spiceworks Help Desk
7.8
54 Ratings
0% below category average
Organize and prioritize service tickets10.052 Ratings7.753 Ratings
Expert directory9.841 Ratings5.846 Ratings
Service restoration9.935 Ratings00 Ratings
Self-service tools9.951 Ratings00 Ratings
Subscription-based notifications9.838 Ratings7.641 Ratings
ITSM collaboration and documentation9.848 Ratings6.744 Ratings
ITSM reports and dashboards9.851 Ratings00 Ratings
Ticket creation and submission00 Ratings9.653 Ratings
Ticket response00 Ratings9.452 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Cherwell Service Management (discontinued)
9.9
44 Ratings
19% above category average
Spiceworks Help Desk
-
Ratings
Configuration mangement9.942 Ratings00 Ratings
Asset management dashboard9.941 Ratings00 Ratings
Policy and contract enforcement9.931 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
Cherwell Service Management (discontinued)
9.9
50 Ratings
16% above category average
Spiceworks Help Desk
-
Ratings
Change requests repository9.948 Ratings00 Ratings
Change calendar9.944 Ratings00 Ratings
Service-level management9.945 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Cherwell Service Management (discontinued)
-
Ratings
Spiceworks Help Desk
7.4
51 Ratings
3% below category average
External knowledge base00 Ratings8.947 Ratings
Internal knowledge base00 Ratings5.947 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Cherwell Service Management (discontinued)
-
Ratings
Spiceworks Help Desk
5.2
51 Ratings
36% below category average
Customer portal00 Ratings6.045 Ratings
IVR00 Ratings4.010 Ratings
Social integration00 Ratings3.026 Ratings
Email support00 Ratings8.045 Ratings
Help Desk CRM integration00 Ratings5.027 Ratings
Best Alternatives
Cherwell Service Management (discontinued)Spiceworks Help Desk
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.5 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Cherwell Service Management (discontinued)Spiceworks Help Desk
Likelihood to Recommend
9.8
(57 ratings)
8.9
(82 ratings)
Likelihood to Renew
10.0
(13 ratings)
10.0
(29 ratings)
Usability
8.8
(5 ratings)
8.6
(8 ratings)
Availability
8.2
(3 ratings)
10.0
(3 ratings)
Performance
6.4
(1 ratings)
8.0
(1 ratings)
Support Rating
7.0
(16 ratings)
8.7
(26 ratings)
In-Person Training
8.8
(2 ratings)
-
(0 ratings)
Online Training
9.1
(1 ratings)
-
(0 ratings)
Implementation Rating
9.1
(3 ratings)
10.0
(7 ratings)
Configurability
9.1
(2 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
9.1
(1 ratings)
-
(0 ratings)
Ease of integration
9.1
(1 ratings)
-
(0 ratings)
Product Scalability
8.2
(1 ratings)
10.0
(1 ratings)
Professional Services
7.3
(1 ratings)
-
(0 ratings)
Vendor post-sale
6.4
(1 ratings)
-
(0 ratings)
User Testimonials
Cherwell Service Management (discontinued)Spiceworks Help Desk
Likelihood to Recommend
Discontinued Products
Well suited in an IT environment where you have limited staff. It can be managed by one administrator. Reliability of the SaaS environment has been excellent. Flexibility in developing automated workflows to open, manage, and close Incidents. Change Management due to ability to modify OOB to meet the needs of our staff. Contract Management allowing us to be notified when a contract or license is up for renewal and setting reminders. Integrations are not easy to create and manage.
Read full review
Spiceworks Ziff Davis
It's a great helpdesk solution - we currently have five years of data within it, roughly 25,000 tickets. The older edition is a great inventory and software license tracking tool. It is easy for users to use the interface and submit tickets and requests on the web, and its email integration is solid. The new version is a below-average system monitoring tool, only giving up/down status and a few other metrics.
Read full review
Pros
Discontinued Products
  • 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.
Read full review
Spiceworks Ziff Davis
  • It helps to multitask, even on the go with the mobile App.
  • We can customize to meet your needs with automated responses, notifications, and templates.
  • Detailed reports allow managers to keep track [of] and analyze data.
  • Allows for a database to store notes helpful for future tickets.
Read full review
Cons
Discontinued Products
  • 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.
Read full review
Spiceworks Ziff Davis
  • I have always wanted a way to redirect a support request into another IS bin, such as a development task.
  • It's possible to extract the data from the Spiceworks database, but it would be helpful if the process to do so were easier.
  • Improved ability to customize the system generated emails to improve the formatting and company branding.
Read full review
Likelihood to Renew
Discontinued Products
Cherwell is still the best tool for the job in the market. Even though Ivanti bought them and are trying to convince everyone to move over to Neurons for ITSM, they have stated Cherwell will remain supported indefinitely and have a roadmap for future Cherwell development. Unfortunately, ISM is not as flexible as Cherwell (and the UX is atrocious), hence why many people are sticking with Cherwell (and why many Cherwell customers never purchased ISM originally)
Read full review
Spiceworks Ziff Davis
Spiceworks is a free tool, so there would be no hesitation if we are required to upgrade it. We have installed Spiceworks on a dedicated server with more than enough resources to get the most from this tool, so we will have this running in our department for years to come.
Read full review
Usability
Discontinued Products
I enjoy the layout and configuration of our Cherwell Service Management instance. It did take me a bit to get used to, as with any new ticketing system, but now that I understand the system more, I thoroughly enjoy it! There are just so many options and the UI is very intuitive.
Read full review
Spiceworks Ziff Davis
Spiceworks is user friendly and easy to set up. It can be customized to suit your needs. If there are any problems, you can go to the community forums for support and be in contact with many IT Pros, as well as the Spiceworks support staff and development teams who are always happy to help users out
Read full review
Reliability and Availability
Discontinued Products
Almost always available, with exception for a handful of outages due to infrastructure related issues
Read full review
Spiceworks Ziff Davis
We use it both locally on our own server so up time is decided by us and we also use the hosted help desk. We have never had an outage of that.
Read full review
Performance
Discontinued Products
The browser client is mostly acceptable in terms of performance, but still lacks parity with the rich client. The rich client is not very performant at all. It's built on old architecture and relies heavily on a fast internet connection, good caching and database indexing. There are several unwritten rules with form design (and form arrangement) which most users are not aware of, but can severely impact performance in the rich client. This is where the flexibility of Cherwell can come back to bite you if you step outside the boundaries of these unwritten rules
Read full review
Spiceworks Ziff Davis
No answers on this topic
Support Rating
Discontinued Products
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.
Read full review
Spiceworks Ziff Davis
Spiceworks has been working out of the box, and some of the basic customizations have been successful with just our internal staff handling. We don't have any other issues with the tool. It provides us with the inventory information we want in a quick and concise report in a variety of formats for our team.
Read full review
In-Person Training
Discontinued Products
I didn't partake in the in-person training, but it was available. I preferred the online method instead, which was a great experience. It was nice to have someone available to bounce questions off of and demonstrate how certain functions worked.
Read full review
Spiceworks Ziff Davis
No answers on this topic
Online Training
Discontinued Products
The training was great! We got together to review the system, its UI, and how to perform basic functions. Then there was plenty of time to ask questions and test out the system while there was someone available to assist.
Read full review
Spiceworks Ziff Davis
No answers on this topic
Implementation Rating
Discontinued Products
Implementation is a breeze. Each time I've implemented it, we had an outsourced vendor overseeing it & assisting where needed. However, Cherwell OOTB is ready to go, and configuring it for LDAP/SAML, etc. for authentication and user-imports is really straight forward. The infrastructure needed for Cherwell is extremely simple too - and installing the server & database takes no more than 20 mins
Read full review
Spiceworks Ziff Davis
If you can spin up a VM to run it on, you'll thank yourself later. If you have remote sites, set up a local server (or dedicated computer) at each site and set them up as remote collectors for the main site. You'll save time and bandwidth
Read full review
Alternatives Considered
Discontinued Products
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.
Read full review
Spiceworks Ziff Davis
EGroupware UI is clunky and hard to use, Jira is great but the pricing is expensive in comparison with spice works that has a free version and you can test it out properly before buying and make a correct decision based on your business plan and company objectives with the right software.
Read full review
Contract Terms and Pricing Model
Discontinued Products
We have had great contracts with Cherwell and love the concurrent licensing model
Read full review
Spiceworks Ziff Davis
No answers on this topic
Scalability
Discontinued Products
We have never had any major show-stopper issues with Cherwell itself - more so with the infrastructure it sits on. Moving from in-house cloud (on Cherwell's side), to AWS then to Azure has caused multiple problems over the years (some still on-going), however the product has remained fairly stable
Read full review
Spiceworks Ziff Davis
No answers on this topic
Professional Services
Discontinued Products
As mentioned, they were always great to work with (minus the project management side). My only feedback would be to push back on requirements that don't make sense
Read full review
Spiceworks Ziff Davis
No answers on this topic
Return on Investment
Discontinued Products
  • 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.
Read full review
Spiceworks Ziff Davis
  • Positive - Allow organizations to implement structured Help Desk procedures.
  • Positive - IT can begin to quantify their tickets and uncover needs within the organization.
  • Positive - IT can develop a solid roadmap with [the] management of future needs, equipment refresh schedules, etc.
  • Positive - IT can pinpoint employees who may need extra training or updated equipment based on historical ticketing data.
Read full review
ScreenShots