Reviews (26-37 of 37)
- The codeless configuration of Cherwell has been able to meet all of our demanding business needs. From data integration to complex process workflows we can respond and deliver the added value our business needs.
- Cherwell does offer a great customer experience. There has not been one occasion when I have not been impressed with their commitment to the customers experience.
- The development tools are robust and the time to develop had drastically been reduced from previous tools sets, this allows us to focus on gathering solid requirements for iterative changes rather than lengthy development cycles.
- Our solution can be managed and grow with limited number of resources available. We continue to expand and grow as out business requires while maintaining 2 FTE.
- Cherwell is in the process of balancing the speed to market of functionality and robust testing of those releases. We have come across a couple of issues in a particular release that have caused us issues that required configuration of workarounds or us having to skip the release until the function is resolved.
- The web client for technician use still is not in par with the rich client. Cherwell has made the commitment to develop web first but the client parity of the rich and web clients is still not there.
- The ability to be able to Select multiple rows from a result list and then run an action (one step) on them would be a huge win for my environment. Right now you can run a query and run an action against all returned results but it is dependent on the query results, which can be difficult to narrow enough for the general user.
Our organization uses Cherwell Service Management primarily as a request and incident tracker, but it was purchased with the intent of expansion. Since go-live we have activated the knowledge base and CMDB modules, which have solved quite a few problems with information sharing and inventory tracking. The system is young in our environment, but it is holding up well and definitely scalable.
Currently Cherwell Service Management is utilized mainly by the IT Service Desk (technical solutions team), but we have been branching out to teams in other departments as well. It has been well received by those teams who have chosen to come onboard, and is a very strong promoter of institutional collaboration.
- Scalability - We have been able to add multiple teams to our system and collaborate more effectively than ever before.
- Modularity - We are able to implement the system one module at a time, which greatly helps us grow at a rate that works best for our teams.
- Accessibility - Cherwell Support is very responsive and open to assisting with our needs.
- Admin Interface - Changing system settings is not intuitive. Blueprints also require a level of proficiency not held by most new users of the system.
- Bugs - We have noticed several bugs and glitches. Support has been very helpful in documenting and taking them to development, however many seem to be things that should have been caught before public releases.
- Stability - We have had a few instances where we have lost our VPN connection or certain other services have gone offline. Since we run a SaaS environment, we are typically not able to troubleshoot in-house. Support is again very helpful, however this can cause an impact to business.
Cherwell Service Management is extremely adaptable. It works well in environments like ours which contain decentralized IT contacts. This ITSM system is also good for multiple uses beyond tickets - CMDB, Knowledge Base, Change Management, etc.
The system is also highly customizable. We worked with the vendor to make our interface completely unique and suited to our needs. Our implementation looks absolutely nothing like the out of the box product, yet still maintains the same (and more) functionality.
- Customization is easily done and upgrades do not affect them if done within the CSM toolset.
- Our internal staff find the product very intuitive.
- The built-in knowledge base is very helpful.
- While the Reporting module is very comprehensive, it is not easily understood.
- Move to production scenarios should be more inclusive of all pieces of the product.
- The online documentation has come a long way, but still is lacking at times. I have too many "how to" questions that cannot be answered through it.
The business problem being addressed by using Incident/Request Management is to provide tracking, metrics/reporting, and accountability. Teams within the organization have been transitioning from using a team mailbox in Outlook to using Cherwell to manage requests which provides real time tracking and metrics at a glance.
Cherwell is able to provide a customized "dashboard" view that provides teams and business leaders with an easy to read, high level overview of key items which are definable on a team by team basis.
Problem Management is being utilized by the Information Technology team.
Change Management is currently under configuration and is anticipated to be implemented within the next few months.
- Providing a real time, high level overview via the Dashboard
- Friendly User Interface
- Customer Service response time
- Bugs - simple functionality that worked prior to a new release sometimes don't work after the release
Key questions to ask during the selection process are:
- What is the issue being solved for?
- What is the current process?
- What is the desired outcome?
- Easy for users to create a help desk ticket for support, and receive automated progress updates.
- Easy for support staff to consolidate all open tickets, both by site as well as by issue type to identify incidents that could be related across multiple locations.
- Well integrated with Active Directory services.
- Cherwell offers more functionality than we are currently taking advantage of, which sometimes makes the support interface appear bloated.
- The dashboards are amazing.
- It is easily configured to meet your needs.
- The reporting/searching capability is easy to use and available to all users.
- The Service Catalog in the Customer Portal is not very user-friendly.
- The method of making configuration changes and migrating them to production is single threaded sometimes, makes it hard to make several changes at once.
- Incident management is clear and easy to use. The business specific changes that were made, were easy to complete.
- A great web portal.
- Updates push out upon logging into the client.
- Problem management text messaging reports are not great.
- I wish Cherwell had more Mapps.
- Excellent tracking and reporting
- Allows customers to enter in their own tickets
- Allows analysis of where our problem points are in resolving incidents
- Helps us better manage change requests
- Initial set up, if you are not familiar with service catalogs can be painful. The out of the box suggested ones are a starting point, but could have more breadth.
- Similarly, you have to know your business processes well to set up escalation and workflow; and setting them up can be a little time consuming.
- It's also helpful to set up forms to help ensure tickets are going to the right team - and you have to understand basic programming logic to set them up; you also need a bit of design experience to make them user friendly. These don't always go hand in hand within one person; it would have been helpful to have more sample forms.
- Some of the included color schemes are not ADA friendly, and they all should be.
- Single platform that is easily managed.
- Customer service and support is outstanding.
- Continuous improvement of the product - new features (which are frequently customer driven) are added regularly at no additional cost.
- Very easy to learn for users, administrators and developers.
- Licensing model is simple and flexible - can implement perpetual and subscription in one instance. Migrate from SaaS to on premises or third party cloud with little effort and at low to no cost.
- Database is not overly normalized. Very easy to understand and query.
- Documentation is improving but is still incomplete.
- "Codeless" architecture is great and easy to learn but it would be nice to have the a "power user" interface option to allow writing of things like expressions rather than click through drop downs.
- Web UI is a bit slow and still not on par with the features of the client application.
Cherwell is a great choice for all organizations looking for an IT Service Management solution. It can scale to any size organization and training and support is great for those just getting started with ITIL-focused support.
For organizations seeking a platform that provides extensive capabilities beyond IT Service Management there may be better choices.
- The flexibility is unparalleled when compared to other systems that we looked at
- The ease of administration and development
- The performance on our version has been very poor and is a constant source of complaints for our users
- The system has many limitations that can feel very disabling when trying to design new features. Some examples: a dropdown list can contain no more than 200 items, a table can only get data from tables it is directly related to (e.g., not a table that is related to that one), a pop-up can only contain one field, there is no list box or other method to multi-select from a pre-determined list etc...
- It took a lot of extra effort after professional services left to actually implement the system. We were left with numerous inconsistencies and spelling errors to track down and correct.
- I was able to store word documents and PDF documents in the tool for quick resolutions to common questions. It was a great way to quickly provide an accurate solution to questions we receive regularly while focusing on service issues that take more time to complete.
- We configured the tool to pull contact info and badge photos from our company roster. This made contacting users at various methods easy. It also made putting a face to a voice or email easy.
- Reporting from the tool allowed us to improve our response time and manage trends. We were able to find ways to make process improvements.
- The graphic user interface is a bit dated. I looks and feels like Window XP.
- Organizations that use the tool to the degree that we did usually have widescreen monitors. The tool doesn't make good use of space.
- One thing I didn't see was a way to track or watch a ticket that was assigned to a different user. This would help in cases where multiple users experienced the problem and you would need to know who and how the ticket was resolved, even if i wasn't resolved by you.
Cherwell Service Management Scorecard Summary
Feature Scorecard Summary
About Cherwell Service Management
Cherwell Service Management Competitors
Cherwell Service Management Technical Details