Reviews (1-25 of 39)
- It has a lot of flexibility in terms of dashboard customization.
- You can customize ticket workflows to send them to particular teams in order.
- Effective use of metrics to make sure you are hitting your deadlines.
- It isn't the best looking application overall.
- It can be finicky when it comes to customization. You have to spend some time to get the results you are looking for.
- Some of the navigation can be a bit confusing, using search function can sometimes be more difficult due to the level of granularity they want.
It is able to direct requests that are made to the correct team and manage massive inventories of stock with most of this being done without the need for any programming skills.
- 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.
- Cherwell's sales staff could use some improvement in the "paying attention to the little guy" area. It's true that sales people are focused on their larger potential commissions, and that is understandable, but as a small business, we were treated less than well by our Cherwell salesman. I would go so far as to say that he neglected us after we made the purchase and had a very serious complaint about what he sold us. We were sold a product without any implementation plan or package. I found out that we were probably the only customer that had this happen, but I wanted to mention t because it was huge headache to implement the product without any implementation help from the vendor.
- I think Cherwell could do a better job of keeping their USA-based hosted server farm in better working order. Their infrastructure maintenance is improving and it doesn't affect Cherwell customers that host their own on-prem Cherwell servers, but for a long while they had a lot of failures at their on-demand server farm in Denver where they host instance for the US market. We would show up in the morning and our help desk technicians couldn't login for a couple of hours. They got these issues resolved quickly enough I suppose, within a few hours. And they did upgrade their Denver datacenter about a year ago and done better at maintaining it. But we literally can't do our jobs without Cherwell working as it s our primary help desk and end-user management tool.
We had a disappointing experience just after purchase because our salesman failed to include an implementation package into our purchase. This was in violation of Cherwell's own policy so we never found out why he did this. If it would have been a self-hosted instance, it probably would have been OK, because I just would have set it up myself using their (surprisingly good) self-help implementation documentation. But it was NOT self-hosted, it was hosted at Cherwell-on-Demand. So I didn't have access to their server where it needed to be implemented.
I was waiting for someone at Cherwell-on-Demand to contact us to get us rolling, and no one ever did, because our salesman did not hand us off to the implementation team. So I called technical support. They were very confused at first because they kept asking me who were were working with on the implementation team. Once I finally got them to the point of understanding that we had no implementation help whatsoever, they were amazing. They went way past their normal role and even the manager of the entire Cherwell support team in Denver got involved. They got me the help that I needed (which really wasn't much help, just turning on the hosted server and setting up a connector) quickly and apologized to me for the salesman's failure.
This implementation help is just a first example, however. I've opened about three or four tickets (for regular operational issues and routine maintenance) since we've been using Cherwell over the last 3 years and in every case, I got the answer I needed quickly and all of my questions were answered.
Our management accesses it here and there for KPI and other important metrics. We also create customized customer dashboards for use on the self-service portal. Beyond that, we also generate ticket reports for our SDMs and other customer relations employees.
To provide solid incident management between your service desk and customers.
To provide Change management to assist executives and overall business up-time. Help detect change collision while looking at scheduled change times and CIs upstream/downstream.
The overall reporting features are very non-user-friendly and it can be a bit of a pain to actually get the data out that you're looking for.
1. Service Request/Incident management
2. Change request management
It allows users to log IT service requests/incidents and track their statuses.
- Allows users to submit structured and clear service request or incident report tickets.
- Easy to see all updates and track work done on the ticket.
- Slow overall performance.
- Not all search parameters available in dashboard creation option.
- Standard Change Templates - importing existing templates is quite easy, and nominating new Normal changes into a template is a great easy process as well.
- Saved searches - When the reports don't quite give you what you need, searches are wonderful! Using the search function also gives a better depth of knowledge into what fields belong to which places in the database.
- Support requests - this has been a great way for our IT guys to resolve "customer" issues quickly and in some semblance of order.
- Back-end workflows need to speed up. Some of them seem very slow.
- Aesthetics - viewing on some of the dashboards cuts the words off, which makes it difficult to use those graphs for reporting purposes.
- I don't really have a third option - I haven't used the software quite that long yet.
- Customization: Cherwell allows us to create custom solutions that address the specific challenges we face. From a very simple "feedback" form with a single text field to a more complex process with approvals allowing users to update information about their Configuration Items.
- Integration: We pull data into the Cherwell system through various sources and different methods. We might use API calls to a web application to retrieve data, or directly connect to a database.
- Cherwell currently has a sort of split system with an "Application" on one side and "Content" on the other. This is one of the greatest strengths because it enables deep customization to the "Content" while allowing new features and upgrades to the "Application" without causing disruption. Over the years, Cherwell has added great improvements to the Out-of-the-Box "Content" and the "Application" and while you can easily upgrade the "Application" side to gain the new features it provides, upgrading the "Content" is a much bigger challenge. Cherwell is very aware of this challenge, and is working to solve it, but the more you customize your "Content" the more difficult it is to pull in new features.
- Capturing all of the activities involved in managing incidents in an easy to navigate way.
- The ability to link incidents, problem and change requests to configuration items in the CMDB.
- On steps to automate various business processes to eliminate manual processes.
- Ease of upgrades and content.
- Report writing.
- Dashboard creation.
- Customization - if you can think it (and have time to develop it) you can do it.
- Good ITSM solution OOTB and can be implemented quickly for most common needs.
- Good user group and customer engagement.
- Mobile app.
- Responsive design/ADA.
- Calling customer support.
- Customization: Cherwell is a platform, so it can be built to do anything you can think of. However, you will require significant development resources.
- Automation: there are vast capabilities for automation and integration with other platforms. Of course, significant DevOps capabilities are required.
- Unlike some other ITSM tools, it has everything, such as knowledgebase, project management, CMDB, and integrations.
- Cherwell is slow. Very very slow. This is somewhat understandable because it is a very complex tool and a lot of things are happening in the tool, but it still needs to be a lot faster. It takes over 7 seconds to load an incident. The web client is faster, but it doesn't have all the features of the rich client (installs locally).
- Absolutely terrible UI: there's a left search pane, a right search pane, and a whole bunch of tabs at the bottom. What you get in the end is a screen that is divided into many small sections, and each section has large contents inside them so that you have to scroll left/right and up/down for many of them. It's the worst UI I have ever seen. Now add this to the slow speed mentioned earlier, and all your users hate it.
Cherwell addressed the void we had of not having a central tracking system for IT issues. We used to only use emails for work assignment and tracking for all faculty and student IT problems. This was meant to replace that entirely.
- After proper training on setting up the views and servers, Cherwell did a good job separating various department ownership of tickets. Our work views weren't cluttered with irrelevant information.
- There is a lot of information that can be embedded into tickets. Such as sub-task assignments that could contain almost the same information as a ticket itself. Lot of customization options.
- Custom personal dashboards were nice, once I figured out how to do it. Not everyone wants to see things the same way as other people, and being able to move touch points where you want is always a plus.
- While I understand that a lot of customization can be up to an organization, the platform was always a huge pain when going beyond the installed client. The web client and mobile app were very problematic and clunky, locked up frequently.
- My university was 50% Windows/50% Apple, and there's no Apple client.
- The built in remote control capabilities on tickets for client machines didn't play well with our active directory. We always just used a different program.
- Error handling could have been much better. Accidentally assigning ticket items to "non-existent" resources could crash the client. Such as if the resource was removed before a worker's view was refreshed.
- Tickets can go into limbo very easily, and seemed to require more development than it should to protect us from doing that. This is because there's a lot of different ways to do the same thing. Too many touch points all over the place in the UI.
- Too many ticket priority options. Clients could be assigned personal higher priorities through VIP status, tickets could be given their own priorities that conflict with client status, and SLA deadlines could assign other conflicting priorities. There were more but these were the most problematic if you're using Cherwell in a situation where you have limited developer time to nail down all the inconsistencies every day.
- There was an arbitrary time tracking feature on tickets that attempted to gather data on how long certain resources took, but because the UI was very cumbersome this was more of a pain to do and was very inaccurate of the actual work it takes to do certain things.
- Allow a ticket to be put on pending when it can't be resolved within the SLA
- Create a task for when another technician needs to assist with the ticket, for something out
- Allow you to email customers through portal without giving your personal email out
- Sometimes comments made on a ticket do not generate emails to the technician who owns it, and they will not know there is an update from the customer without checking it
- Sometimes I will see an error pop up when copying text but it can easily be closed
- Sometimes the time-out window for staying logged in does not appear on top of other applications so I will not know it's logging me out
Cherwell may not be suited for longterm projects, ones that take months or over a year to accomplish. Our team hasn't integrated the feature yet so I can't speak on how well it works.
- I really like that when repetitive requests come in we can create a problem ticket and then communicate with all requesters under one incident.
- I like the flexibility in being able to add journal notes, assign tasks and one having one place to look for all information on a project. It's simple but I like that we can attach documents.
- I would like to see more project management aspects incorporated. The ability to track progress on a timeline/graph. We've customized a template for office moves but are limited in the number of steps it will track before I need to add another incident.
- I want the contact information to be more robust so that multiple people can be added to an incident and e-mailed at once instead of having to type in names in emails over and over again.
- Resolution description is buried in the e-mail template that we send.
- Cherwell's ticketing system does a great job of following a designated workflow. Consistency is important for any organization.
- Cherwell allows for customized workspaces, so a user can see the things that are relevant to them. This cuts down on time it would take to sort through tickets in order to find what is relevant to a particular user.
- Cherwell would often crash, both on logging in or in the middle of entering a ticket. This was extremely difficult and time-consuming on my end.
- While it was possible to customize a workspace, the method for doing so was not intuitive.
- There was not a large help or training source to draw from in order to better oneself at Cherwell.
- Automated workflows are done very well. There is a broad and configurable set of automations available, which allow for effective incident routing.
- Reporting is very flexible with all the options available, dashboards and graphing in an automated manner can be an effective delivery or ITIL reports.
- Web based clients allow for some good basic functionality, which are good for customers, or end users.
- Within our deployment model of Cherwell, there are core functional pieces that have to be configured at the top level, rather than the sub levels, which make some areas difficult to manage. For example, if one agency wants to use feature x in one way, but another agency wants to configure the same feature in a different way, then consensus has to be gained first. Its not as fully flexible in the base configuration space as would be ideal.
- Automated email processes, especially in the volumes that the State of Wisconsin goes through require some tweaking to allow them to fire in an effective way. We sometimes see problems with backlogs of these.
- Licensing based on concurrency and usage is a very modern approach, however, it leads to challenges in how customers use it. For example, we have automated log-off's in place for the local clients in order to manage our own usage, to maintain reasonable costs.
- The Cherwell application has multiple processes to supply the requested information and the resolved information.
- Time Tracking is added, the cost can then be submitted to the hospital.
- Documentation can also be uploaded within the assigned ticket, to supply information to other tasked resources.
- The application is very good.
- This weekend the current version was upgraded.
- Senior management can supply full information of the time tracking with the associated ticket numbers.
The Cherwell Service Management application is installed within Citrix, this is then available for all TransForm SSO resources to resolve any requested issues or service requests. Hospital resources can connect to the Cherwell Service Management website and supply information for the incident or service request
Within the Cherwell Service Management Application, the Record Details supply the Record Type; Service Type; Priority 1 to 5 and scheduled date to be completed.
- Offers a great ITIL framework out of the box
- Allows for a lot of customization and hooks into other software
- Sets up an out-of-the-box process for a ticket lifecycle if you don't have a process already set
- Creating and running reports is ridiculously, impossibly complex and complicated
- The product is so open-ended it's almost too broad. We have ended up creating a lot of in-house customizations to the product that would have been nice to have out of the box.
- Dashboards are great to have but they are awful in implementation. They are not dynamic and act more like a Bitmap file made in Windows 95 Microsoft Paint than a dynamic webpage. It would be nice if Dashboards were dynamic and were more like HTML or a web-based platform. It doesn't make sense why web design products like WIX exist yet the dashboards are needlessly complicated and have static image borders, sizes, etc.
- Configuration is easy and doesn't require expensive consultants to do every little thing you need to adjust. I'm able to make minor and even major enhancements by myself. I find the development UI mostly intuitive.
- The amount of things we can automate in our Support department using Cherwell is wonderful. We've not yet taken full advantage of this but are excited at the possibilities. From automatically creating and classifying tickets to responding to customers with specific attachments they need, Cherwell is going to help us eliminate wasted time.
- Designing with Blueprints is an intelligent and efficient way to add new functionality to your Cherwell instance without all of the risk. Rollback files make it easy to "undo" any mistakes. This also allows you to develop in one environment and apply your Blueprints to the Production environment once fully tested.
- During my time working on the Cherwell implementation and subsequent modifications, I've noticed some 'out of the box bugs' that I'd like to see corrected in future versions of Cherwell. Some are simple oversights. Examples include leaving the Last Name out of the default Grid for the Customer table and some issues with the SLA date fields being set correctly in some cases.
- Cherwell really needs a distributed data center model so global customers can run a single SaaS instance and whose remote teams can connect to their nearest Cherwell server. Our teams in France and the USA currently connect to one Cherwell server in the UK and the performance/latency for our folks furthest away from the server could be better.
- The documentation could certainly be expanded upon. It does a good job explaining what everything is but doesn't go into enough detail to help you understand how to use it. Examples could be included at the bottom to help readers understand the content and how to apply it.
- Ticket Handling and routing. Being a larger organization getting tickets routed to the proper internal groups to resolve is key.
- Maintaining level of service. Without any ticketing system we would be hard pressed to keep track independently of issues/calls/emails received.
- Asset management. Utilizing a web link to inventory new equipment assignments aids in troubleshooting with users as the equipment is bound to their userid. So when a ticket is generated for their ID a snapshot of what equipment they have and possibly are calling about is presented.
- The interface is somewhat clunky to navigate and at times finding where things are located takes some time.
- If you are idle too long in the application it will constantly pop up a message that you have been logged out due to inactivity but you cannot then close the application without having to end the task from the task manager in Windows.
Cherwell Service Management Scorecard Summary
Feature Scorecard Summary
About Cherwell Service Management
Cherwell Service Management Competitors
Cherwell Service Management Technical Details