TrustRadius Insights for Cherwell Service Management (discontinued) are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Pros
Extensive Customization Options: Many users have praised Cherwell's extensive customization options, allowing them to personalize dashboards and move touch points according to their preferences. This flexibility has been appreciated by several reviewers who value the ability to tailor the system to their specific needs.
Efficient Automation Capabilities: Several users have highlighted Cherwell's automation capabilities, mentioning that it has allowed them to automate various tasks in their support department. From ticket creation and classification to responding with specific attachments, this automation feature has helped eliminate wasted time and improve overall efficiency.
Easy Configuration Process: Numerous users have mentioned that Cherwell's configuration process is easy to navigate without requiring expensive consultants for every adjustment. They appreciate being able to make minor as well as major enhancements on their own, giving them more control over the system's configuration.
Cherwell is used at our company for not only the IT department, but HR, Marketing, Facilities, and other teams to support our users in the different departments.
Pros
Highly customizable
Easy to use
Easy to obtain stats and metrics
Cons
Quicker turnaround on upgrades and bug fixes
Needs a better web version
Performance on hosted versions
Likelihood to Recommend
Cherwell is the best ITSM platform in the market. It's unfortunate that Ivanti is stripping it for parts for their Neurons toolset and the going to sunset it.
VU
Verified User
Engineer in Information Technology (10,001+ employees)
Cherwell CSM is our first true ITSM solution. It has it's "Cherwellisms" but, it lived up to and exceeded our expectations for the cost. The flexibility in the One-Steps, Searches and Automation allows us a lot of flexibility. The User Groups are a huge help and knowledge share. We're looking forward to the convergence platform where Ivanti incorporates both products to bring an elevated value. I'd recommed (and have) the CSM product.
Pros
Automation
API's
One Steps
Searches
Cons
Reports
Losing values in one-steps after publishing
Form layout improvement
Likelihood to Recommend
I have recommended. We were able to consolidate all of our ticket systems in to Cherwell CSM and eliminate the archaic systems and some money. Additionally, it improved our reputation by implementing a solid and fluid customer facing portal. Along with the CMDB, that assisted our employees to work more efficiently and professionally.
We use Cherwell Service Management for our ticketing system, inventory system, asset management, and change control system. The system is used throughout our entire environment and is the backbone of our support architecture. It helps us analyze our workload and govern our assets in an efficient manner. Our implementation is by far the best service management product I've seen in my decade in IT, it truly is an amazing product. The customization is amazing!
Pros
Incident Management
Inventory Management
Change Control
Problem Management
Assest Management
Cons
Kanban Board Implementation, specifically the ability to manage Change requests
CMBD searching capabilities
Task journals
Likelihood to Recommend
Cherwell Service Management is well suited for organizations that run their own internal IT departments and want to have control and insight into their operations. I wish that I would have had the opportunity to work with Cherwell sooner in my career as it is an excellent system. As with any ticketing system, it took some getting used to, but it was a short learning curve. I wouldn't recommend using something like Cherwell in a small organization that doesn't plan to manage its workflows and assets within a single system unless there is a plan for growth and expansion.
VU
Verified User
Engineer in Information Technology (1001-5000 employees)
We use Cherwell Service Management as a plattform to manage our ~4,500 tickets per month for all our IT service management related processes as well as some non-IT processes. Based on ITIL v3, we have implemented mature processes for all relevant ITIL processes, including Incident Management, Request Management (including RfC), Change Management, Problem Management, Service Level Management, to name just a few. Having approximately 350 active supporters who are supporting around 9,000 active end-users and managing ~30,000 configuration items. Our ITSM processes are linked to some non-IT processes such as a billing and sales as well as HR. We have been using Cherwell Service Management with a complete custom implementation since 2016. A team of 2–4 developers is implementing everything in-house.
Pros
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)
Cons
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)
Likelihood to Recommend
Especially for companies looking to implement their processes in-house with a small team of tech-savvy people, this can be a real asset. Use it if you have already bought it. I would not start using CSM at this point in time, though, since Ivanti is actively pushing customers towards the new Neurons for ITSM platform.
VU
Verified User
Team Lead in Information Technology (201-500 employees)
Cherwell service manager assists us with automating all of our business processes. This assists us with processes outside of ITSM and Beyond ITSM. The ease of use of the product makes solution design and development a breeze. I can do everything from cradle to grave from designing to reporting on the processes that have been built.
Pros
Automation of Business Processes
Dashboard
ITSM
Cons
Business Intelligence (Reporting)
Web interface
UI / UX
Likelihood to Recommend
I am very happy overall with Cherwell Service Management. It helps me as a solution architect to solve any business problems that are presented to me. The only issue was the reporting as it is very resource heavy and difficult to develop. That is the most time-consuming portion of the overall solution.
The business uses it for Incident, Request, and Problem Management. They use it for the CMDB, service catalog, and customer portal. We have built API integrations with other applications and receive imports from multiple sources to update our CMDB. The client is used by various departments including those outside of IT.
Pros
Automation
API Integrations
Customization
Cons
Customer Service
Modern UI
Adaptive Forms
Likelihood to Recommend
Cherwell Service Management is best suited for medium to large companies in my opinion. The out of the box options are extensive and I believe a smaller company would not be able to fully utilize what is available. Having one or more full time employees who work to develop within the Cherwell platform is important. Cherwell's strength's are in its ability to be customized to meet your organization's needs.
VU
Verified User
Engineer in Information Technology (1001-5000 employees)
Our IT department had no Incident Management system until July of 2020. Everything was done on white boards, note pads, and spreadsheets. No real collaboration between the help desk and other departments like systems administration, networking, security, programming.
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.
Pros
Incident and Problem Management
CMDB endpoint tracking
Change Mangement
Automation with one-steps
Cons
Administration Console is legacy
Self Service Portal hard to set up without outside assistance
Integrations with external applications like SCCM, VMware, AD
Likelihood to Recommend
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.
Cherwell Service Management is the solution if you are looking for a user-friendly ITSM tool. We use it for service requests/incidents, change, and problem management. The GUI is user-friendly and is easy to modify as per the company requirements. Data stored, can be extracted in all forms of reports and dashboards in order to showcase the trends for the last few months.
Pros
Logging Tickets.
Creating Dashboards.
Knowledge Database.
Analytical Reports.
Cons
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.
Likelihood to Recommend
It is best suited for companies day to day ITSM needs. It is user-friendly and modifications in the tool are much easier as compared to others in the market. Also, it is cost-effective.
We use cherwell for change management in our company. It has very useful features for tracking the support tickets and the changes going in deployment. However the workflow of the change process once the change is submitted needs some more user friendly screens. Creating a change ticket is very much user friendly but after change is submitted and navigating the change to different state is bit cumbersome.
Pros
Support ticket
Change ticket for deployment
Cons
The UI screens can be enhanced for the tool to be more user friendly
Likelihood to Recommend
Great tool for change management and support tickets for deployment process
VU
Verified User
Contributor in Information Technology (10,001+ employees)
We utilize Cherwell as our central IT ticket tracking system across the entire organization. Optional services we employ via Cherwell are Cherwell Service Management(CSM), Cherwell Asset Management, Change Management, Problem Management, Facilities Management, Housing Management, and Safety Management. Cherwell Service Management allows us to work intermittently across all IT Departments. This allows us to keep to ITIL Guidelines and best practices. We use CSM for Front and Back end development, providing services for our customers via Customer Service Catalog, keeping all users informed of any service interruptions, reporting and audit purposes, and ticket management to meet SLA's. As a Technician in our in-house IT Service Management team, I primarily manage Cherwell for Help/Service Desks and implementing mAPP's/developing services for our organization.
Pros
IT Service Management
IT Change Management
Facilities Management
Cons
Constant Enviroment Updates
Bug Fixes
Admin Training
Likelihood to Recommend
Cherwell, [Service Management], as an ITSM tool, is effective at executing user management and change management. Cherwell is very powerful and adaptive to meet your organizations personal needs.
VU
Verified User
Technician in Information Technology (10,001+ employees)
