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Cherwell is a versatile IT service management tool that has been widely adopted by various organizations across industries. Users have …
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.
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Popular Features
- Organize and prioritize service tickets (52)10.0100%
- Self-service tools (51)9.898%
- ITSM reports and dashboards (51)9.797%
- ITSM collaboration and documentation (48)9.696%
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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
For the latest information on pricing, visithttps://pages.cherwell.com/pricing.csm.…
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- Free/Freemium Version
- Premium Consulting/Integration Services
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What is Cherwell Service Management?
Cherwell Service Management is designed for organizations seeking large reductions in software license spending, IT overhead, and software audit risk. By integrating all the data related to hardware and software inventory, application usage, license entitlements, and IT purchases, users can track and manage IT investments from purchase to retirement and abandon Excel spreadsheets.
Cherwell Service Management Competitors
Cherwell Service Management Technical Details
| Operating Systems | Unspecified |
|---|---|
| Mobile Application | No |
Frequently Asked Questions
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.
ServiceNow IT Service Management, IFS Assyst, and CA Service Management, with CA Service Desk Manager are common alternatives for Cherwell Service Management.
Reviewers rate Organize and prioritize service tickets highest, with a score of 10.
The most common users of Cherwell Service Management are from Enterprises (1,001+ employees).
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Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Pros
- Cons
- Recommendations
Cherwell is a versatile IT service management tool that has been widely adopted by various organizations across industries. Users have reported positive experiences with the software, citing its customizable GUI and flexible reporting capabilities. One of the key use cases of Cherwell is in the realm of ITSM and ITIL initiatives. It is utilized for incident management, problem management, change management, configuration item management, and knowledge management. The software helps organizations streamline their IT processes and improve service delivery by providing a centralized platform for managing tickets, tracking incidents and problems, and facilitating knowledge sharing among team members.
Additionally, Cherwell extends beyond ITSM to address other organizational needs. It is used as a ticketing system for various departments such as HR, facilities, and IT support. Users leverage Cherwell to handle service requests, facilities management tasks, new hire requests, and even training participation tracking. The software's highly customizable nature allows it to be adapted to different workflows and business processes, making it a valuable tool in areas beyond traditional IT functions.
Another notable use case of Cherwell is its role in improving communication and collaboration within organizations. Users have highlighted how Cherwell serves as a central tracking system for IT issues, replacing inefficient methods like email-based work assignment. By providing real-time tracking and metrics, Cherwell enhances accountability and promotes institutional collaboration among different departments.
Overall, Cherwell's ease of use and wide range of applications have made it an essential tool for organizations seeking effective IT service management, streamlined workflows, improved communication, and high-quality customer service across various departments.
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.
Web and Mobile App Issues: Users have reported various issues with the web client and mobile app, including frequent locking up and clunkiness. These problems significantly hinder their workflow and productivity.
Lack of Apple Client: In environments that use a mix of Windows and Apple devices, some users have experienced difficulties due to the lack of an Apple client. This absence creates compatibility challenges and limits their ability to effectively utilize the software.
Issues with Active Directory Integration: The built-in remote control capabilities on tickets do not work well with active directory, causing problems for users. This issue disrupts their ability to efficiently manage tickets and collaborate with other team members.
Users commonly recommend the following when using Cherwell:
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Utilize all the available features, such as workflows and customizations, to increase productivity and resolve IT and system-related issues effectively.
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Take time for proper implementation and customization by conducting a hands-on proof of concept (POC) to understand customization needs, considering the implementation process and ease of system configuration, and allowing enough time for implementation and user acceptance testing (UAT).
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Seek support from the Cherwell community by attending user groups and seeking guidance during the implementation process.
Overall, users recommend fully utilizing Cherwell's features, dedicating sufficient time for implementation, customization, and training, and seeking advice from the Cherwell community for successful use of the software.
Attribute Ratings
Reviews
(1-25 of 43)Companies can't remove reviews or game the system. Here's why
November 03, 2023
Save money and use Cherwell!!
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.
- 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
May 15, 2023
Good Product - Cherwell CSM
Score 9 out of 10
Vetted Review
Verified User
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.
- Automation
- API's
- One Steps
- Searches
- Reports
- Losing values in one-steps after publishing
- Form layout improvement
February 07, 2023
Cherwell Service Management: Service Management Done Right!
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!
- 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
January 20, 2023
Very Good Software For All Our Processes - With A Focus On ITSM
Score 8 out of 10
Vetted Review
Verified User
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.
- 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)
October 18, 2022
Cherwell - a true enterprise service management solution!
We use Cherwell Service Management as an enterprise service management solution - where our IT department is actually NOT the largest consumer of the tool! We have branched out from the typical ITSM processes in Cherwell to use it for managing new store openings, DC safety incidents, and numerous finance-related workflows unique to our organization. We are able to consolidate more and more of our organizational functions within a single pane of glass, which is precisely the reason (and one of the many benefits) of purchasing Cherwell.
- 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
August 26, 2022
Service Management System for easy maintainability
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.
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
April 05, 2022
Cherwell , one stop ITSM tool.
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.
- 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.
December 27, 2021
Cherwell - by far the best tool for managing Incidents, support tickets, changes for deployment!!
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.
- Support ticket
- Change ticket for deployment
- The UI screens can be enhanced for the tool to be more user friendly
December 24, 2021
Cherwell Service Management - It can meet your organizations needs!
Score 9 out of 10
Vetted Review
Verified User
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.
- IT Service Management
- IT Change Management
- Facilities Management
- Constant Enviroment Updates
- Bug Fixes
- Admin Training
Score 10 out of 10
Vetted Review
Verified User
We use Cherwell Service Management for our main IT workflows including Incident, Service Request, Customer Self-Service, Change Management, and Asset Management. In addition, IT supports the use of Cherwell for Enterprise Service Management in core functions like HR, Finance, and Student for service desks and customer self-service. Finally, Cherwell is used as a business process engine for a variety of unique workflows that support all the areas already mentioned but also research services, auxiliary services, and healthcare customer service. We use Cherwell in many situations where the business function needs a quick turnaround on digitizing a workflow, setting up a business unit for service ticketing, or the business function is so unique that a custom application is required.
- 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.
November 30, 2021
Cherwell: Service Management as Good as How You Implement It
Our organization uses Cherwell as a white-labeled ticketing system for all IT-related needs, facilities needs, and specific things like new hire requests that involve HR, Facilities, and/or IT support. As a user in our in-house Marketing team, I primarily interact with Cherwell for IT tickets (usually issues that demand a quick response).
- 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).
July 23, 2021
Customizable and no code!
We use it to manage it, finance, facilities, onboarding. it has reduced the amount of time it takes for us to onboard and to manage the creation of new users.
- Customizable.
- No code.
- Powerful
- Software is buggy.
- It's quirky.
- Hard to predict if something you think should work, will work.
July 23, 2021
Cherwell Service Management Review
We use it as our primary ticketing system between our different IT departments to allow us effectively communicate and pass along problems.
- 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.
July 21, 2021
Cherwell Review
Cherwell is used extensively throughout the organization so that users can log service requests for Human Resources. For the Information Technology department, it is used for service delivery and asset management.
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.
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.
Cherwell [Service Management] is used for IT Service Management, as well as Facilities Management, Pipeline Regulatory Management, and HR Service Management. Cherwell [Service Management] allows the company to work on tasks across departments, and keep end users informed of any service interruptions. Cherwell [Service Management] is heavily used for audit and regulatory purposes, and for recording historical work for any problem remediation.
- IT Change Management
- Facilities Management
- IT Incident and Service Fulfillment
- Better Enterprise Service Management (ESM) Support
- Better Bug Reporting Processes
- Better Security
July 21, 2021
Manage all your IT related tickets, change request, and service Inquires in one simply place
Cherwell Service Management is used to track all the tickets created for incidents, change requests, and service inquires within the IT and Tech related sectors of our business. Anyone in the company has access to it from a ticket submission standpoint and managers and above have more in-depth access to the software to manage all of those requests in one place, get reporting, and monitor status/progress.
- 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.
July 20, 2021
Cherwell - ITSM
The Wisconsin DNR uses Cherwell as an Agency underneath the primary organization - the Wisconsin DOA. It is used throughout enterprise IT, but implemented only in that capacity, and is not used by all technology support groups within the DNR. We are striving to get to full usage of all available implemented features, but are not quite there yet.
- 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.
April 29, 2021
Cherwell Service Desk
This is being used across our 200 sites and all departments to log tickets. All services requests and computer/software issues are tracked.
- 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.
December 11, 2019
One-Stop Portal For Service Management
We are using Cherwell SM across the organization to address all the operational tickets that we will be receiving on a daily basis. The support team and all the other high-level engineers using the CSM as a one-stop portal to have a clear outline of the organizational ticketing dashboard and also to access all the knowledge-base articles.
- Easy to navigate.
- All-in-one console.
- Multiple sequences.
- Connectivity issues on the back end system (for on-prem installations).
November 15, 2019
Great Tool For Service Request/Incident Management And Reporting.
Cherwell Service Management tool is used by our entire corporation for two reasons:
1. Service Request/Incident management
2. Change request management
It allows users to log IT service requests/incidents and track their statuses.
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.
October 07, 2019
Cherwell is the best value for your investment
Score 8 out of 10
Vetted Review
Verified User
Cherwell is the framework for the ITSM/ITIL initiative in the organization. It's being used a the system for Incident, Problem, Change management and it is expanding as the Configuration Item and Knowledge management.
- Incident Management.
- Change Management.
- Integrating with other systems.
- Web front end.
- Unified client.
- Support for web technologies.
October 03, 2019
Cherwell is a powerful and highly customizable ITSM solution
Cherwell Service Management is used as our ITSM tool to support clients of the Division of IT. We utilize Cherwell for may functions including Incident Management, Problem Management, Change Management, Knowledge, and CMDB. Over the years we have continually expanded the use to cover new organizational needs.
- 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.
Score 9 out of 10
Vetted Review
Verified User
We are using Cherwell in one department fully now, implementing in another. We are Working towards full implementation across all departments, including Billing, HR, Sales, Help Desk, Software Support, Backup, Security, etc. We have problems with disjointed departments all using different platforms in order to service our customers and partners.
- Ease of development.
- High level of customization.
- Great training platform.
- Ease of implementation.
- Some system performance and stability issues need to be addressed.
October 02, 2019
Cherwell is a mature, complete ITSM solution ... that can do WAY more than just ITSM
Cherwell Service Management is our ITSM solution for the entire enterprise. We don't use the user-facing portal but we make use of the rest of the product as our primary IT help desk management and service management tool. We needed a help desk product that could be hosted outside, that could create tickets from emails and that could automate work flows for common IT support tasks and routine operations. We had tried using a home-grown solution and trialed a couple other solutions and ended up with Cherwell mostly due to my attraction to its "middleware" architecture and the way that architecture makes it easier for me to manage. When Cherwell applies version updates on their hosted server, things don't break because its only the underlying middleware layer that updates such that all of our customizations are unaffected.
- 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.
October 02, 2019
Cherwell Review
Score 10 out of 10
Vetted Review
Verified User
Cherwell is used within the IT department, across Service Desk, Desktop Management, IT Business Services, Information Security, Infrastructure, and Systems Administration. It tracks service requests, incidents, and changes.
- 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.