Overview
What is Cherwell Service Management?
Cherwell Software was founded by the former CEO of FrontRage Solutions and is a full suite of service management tools competing with BMC Remedy, ServiceNow, and IBM SmartCloud.
Good Product - Cherwell CSM
Cherwell Service Management: Service Management Done Right!
Very Good Software For All Our Processes - With A Focus On ITSM
Cherwell - a true enterprise service management solution!
Best business automation solution
Cherwell Service Management can be customized to do nearly anything
Service Management System for easy maintainability
Cherwell , one stop ITSM tool.
Cherwell - by far the best tool for managing Incidents, support tickets, changes for deployment!!
Cherwell Service Management - It can meet your organizations needs!
Cherwell is an underrated powerhouse that solves your business problems
Cherwell: Service Management as Good as How You Implement It
Customizable and no code!
Cherwell Service Management Review
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Organize and prioritize service tickets (52)10.0100%
- Self-service tools (51)9.797%
- ITSM reports and dashboards (51)9.595%
- ITSM collaboration and documentation (48)9.090%
Reviewer Pros & Cons
Pricing
What is Cherwell Service Management?
Cherwell Software was founded by the former CEO of FrontRage Solutions and is a full suite of service management tools competing with BMC Remedy, ServiceNow, and IBM SmartCloud.
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
Would you like us to let the vendor know that you want pricing?
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Product Demos
Cherwell 8 Overview
Cherwell Service Management 10.0 Demo
Features
Incident and problem management
Streamlining ticketing and service restoration processes
- 10Organize and prioritize service tickets(52) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 9.1Expert directory(41) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 9.8Service restoration(35) Ratings
Impact assessment and automated fixes for common problems
- 9.7Self-service tools(51) Ratings
Repository of information documenting common issues and known resolutions which can be accessed directly by users
- 9Subscription-based notifications(38) Ratings
Users subscribe to notifications for ticket updates
- 9ITSM collaboration and documentation(48) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
- 9.5ITSM reports and dashboards(51) Ratings
Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data
ITSM asset management
Managing all IT assets and enforcing policy rules
- 9.5Configuration mangement(42) Ratings
Database for tracking and reporting all business assets
- 9.5Asset management dashboard(41) Ratings
Dashboard showing organization's software portfolio
- 9.5Policy and contract enforcement(31) Ratings
Ensuring that requesters have eligibility before fullfullment
Change management
Ensuring standardized processes for making changes to IT infrastructure
- 9.6Change requests repository(48) Ratings
Single repository of all planned changes and releases
- 9.7Change calendar(44) Ratings
Calendar showing change schedule to stakeholders
- 9.7Service-level management(45) Ratings
Process for negotiating agreements regarding service level expectations, and ensuring these are met
Product Details
- About
- Competitors
- Tech Details
- FAQs
What is Cherwell Service Management?
Cherwell Service Management Competitors
Cherwell Service Management Technical Details
Operating Systems | Unspecified |
---|---|
Mobile Application | No |
Frequently Asked Questions
Comparisons
Compare with
Reviews and Ratings
(107)Attribute Ratings
- 9.8Likelihood to Renew13 ratings
- 8.2Availability3 ratings
- 6.4Performance1 rating
- 8.6Usability5 ratings
- 6.5Support Rating16 ratings
- 9.1Online Training1 rating
- 8.7In-Person Training2 ratings
- 9Implementation Rating3 ratings
- 9.1Configurability2 ratings
- 8.2Product Scalability1 rating
- 9.1Ease of integration1 rating
- 6.4Vendor post-sale1 rating
- 7.3Professional Services1 rating
- 9.1Contract Terms and Pricing Model1 rating
Reviews
(1-25 of 56)Save money and use Cherwell!!
- Highly customizable
- Easy to use
- Easy to obtain stats and metrics
- Quicker turnaround on upgrades and bug fixes
- Needs a better web version
- Performance on hosted versions
Good Product - Cherwell CSM
- Automation
- API's
- One Steps
- Searches
- Reports
- Losing values in one-steps after publishing
- Form layout improvement
Cherwell Service Management: Service Management Done Right!
- Incident Management
- Inventory Management
- Change Control
- Problem Management
- Assest Management
- Kanban Board Implementation, specifically the ability to manage Change requests
- CMBD searching capabilities
- Task journals
Very Good Software For All Our Processes - With A Focus On ITSM
- Allows us to implement our workflows with low-code approach, so that you do not need true developers (writing code) but only tech-savvy process designers
- Excellent flexibility in the plattform to implement whatever topic we require
- Very good licensing model (easy to comprehend + manage)
- Bad web components: web portal and browser client are not up-to-date with modern web technologies
- Large “codebases” become very hard to refactor after growing to a certain size
- The promise of zero-hassle upgrades has not worked once for us over the years (it’s still okay, though)
Cherwell - a true enterprise service management solution!
- Workflow Management
- Automation
- Integrations
- No-code/low-code content development
- Flexibility to use on multiple operating systems
- Updated web UI/UX
- Standardized form creation
- Improved machine learning
- Built-in AI chat bot
Best business automation solution
- Automation of Business Processes
- Dashboard
- ITSM
- Business Intelligence (Reporting)
- Web interface
- UI / UX
- Automation
- API Integrations
- Customization
- Customer Service
- Modern UI
- Adaptive Forms
Service Management System for easy maintainability
Implemented Cherwell to begin tracking and managing Incidents for our retail support team and 130 mid-west grocery stores. Have since expanded to managing assets (endpoints, mobile devices, network hardware, servers). CMDB's are configured for all teams with some automation.
Worked with a third party to implement a contract/license management system to track all IT based service contracts, Microsoft licenses, etc.
Converted our old change management system to Cherwell in summer of 2022 and streamlined the process with automated approvals and calendar entries. Service Management metrics have helped identify problematic areas where training can be applied to end users.
The only real negative is the current administrative console is client based not web. When Ivanti rolls out the converged platform with Neurons, I will be glad as the interface will be HTML5 and easier to use.
- Incident and Problem Management
- CMDB endpoint tracking
- Change Mangement
- Automation with one-steps
- Administration Console is legacy
- Self Service Portal hard to set up without outside assistance
- Integrations with external applications like SCCM, VMware, AD
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.
Cherwell , one stop ITSM tool.
- Logging Tickets.
- Creating Dashboards.
- Knowledge Database.
- Analytical Reports.
- Reporting Charts can be better.
- Web portal has issues in seeing journals which is better in Cherwell client.
- Web portal and Client should have same features.
Cherwell - by far the best tool for managing Incidents, support tickets, changes for deployment!!
- Support ticket
- Change ticket for deployment
- The UI screens can be enhanced for the tool to be more user friendly
Cherwell Service Management - It can meet your organizations needs!
- IT Service Management
- IT Change Management
- Facilities Management
- Constant Enviroment Updates
- Bug Fixes
- Admin Training
- Low code solution development for business processes
- Fantastic customer support and customer community
- Exceptional value for the price
- Highly usable out of the box for traditional ITIL processes
- 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.
Cherwell: Service Management as Good as How You Implement It
- Consistent, timely notifications of status changes with a request or ticket.
- Logical workflows can be be customized to guide the user through a specific request or ticket submission.
- Fairly modern UI (though not entirely consistent throughout the product).
- Difficult to find the right category of request or ticket type (possibly more of an internal or setup issue than with the platform itself).
- Lack of a clear menu structure (Again, possibly a setup issue).
Customizable and no code!
- Customizable.
- No code.
- Powerful
- Software is buggy.
- It's quirky.
- Hard to predict if something you think should work, will work.
Cherwell Service Management Review
- 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.
Cherwell Review
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.
- Service requests.
- Incident management.
- Process scheduling is fiddly.
- Word wrapping during text entry sometimes does not happen properly. You need to pop out the text box to see it properly.
- IT Change Management
- Facilities Management
- IT Incident and Service Fulfillment
- Better Enterprise Service Management (ESM) Support
- Better Bug Reporting Processes
- Better Security
Manage all your IT related tickets, change request, and service Inquires in one simply place
- Manages all issues and changes in one place..
- Great job of tracking and time management to resolution.
- Allows managers to quickly and easily see what is assigned to all members of their team and who's responsible for what.
- The user interface could definitely use some improvement.
- Lacks areas for descriptions of what teams handle which problems.
Cherwell - ITSM
- 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.
Cherwell Is OK If You Have a Babysitter
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.
CSM is great!
- Customer service
- Pricing for resellers
- System delivery
- Support term acknowledgment
- Accounting calculations for [record keeping]
- Invoicing
Cherwell Service Desk
- We are able to help parents at home thru the remote help feature.
- Ticket creation is simple.
- It can be a complicated interface for the technician.
- Updating and logged information can be done in a number of places so training is important.
Cherwell Service Management- is it right for you?
- Tracking hours
- Tracking multiple tasks on an engagement
- Dashboard function
- Screen displays
One-Stop Portal For Service Management
- Easy to navigate.
- All-in-one console.
- Multiple sequences.
- Connectivity issues on the back end system (for on-prem installations).
Great Tool For Service Request/Incident Management And Reporting.
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.