Cherwell Service Management Reviews

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Score 6.6 out of 100

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Reviews (1-25 of 31)

Jane Updegraff profile photo
Score 9 out of 10
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When I did the shopping for an ITSM solution, I found that ITSM solutions seemed to (at the time, anyway) fall into two rough categories and a small third category. In the first larger category, there were a group of the "out of the box", quick to implement but immature and feature-poor solutions that were just not very complete in scope but which were also not very expensive. In the case of one or two of them, they were completely free if all you need is a very basic ticket tracking system. In the second of the two larger categories, there were much more complete, full-featured, mature and extremely versatile solutions that are generally much, much more expensive. There were a few in a small, third category of those which were not really designed for ITSM and instead which had been "shoehorned" into being an ITSM tool, having been converted from something else that served a different need and was originally invented for some other purpose.

Those solutions falling into the no-frills, inexpensive camp were ManageEngine (Zoho) Desktop, Spiceworks and to some extent JIRA and Samanage (which was separate from Solawinds at the time). Those falling into the mature but expensive category were ServiceNow, BMC, Desk.com and Cherwell, which was less expensive than these others but not by much.

I was looking for something in-between the two of the larger categories because I was OK with not having every possible feature or capability, certainly not right after implementation, and I didn't want to spend a fortune or a great deal of time setting it up. After a lot of demos and fiddling with examples, Cherwell was the decision. It cost a little less than the other mature solutions, it had a huge amount of future-proofing built right into it's seriously versatile middleware architecture, and best of all, I could start small with just the OOTB features and expand into other capabilities over time as resources and needs changed. It's just right for a small, understaffed shop like mine because it bring improved efficiency without taking a lot of documentation time from my technicians.
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Zachary Louis profile photo
October 01, 2019

Cherwell Rocks!

Score 8 out of 10
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I believe Cherwell is trying to do something different than ServiceNow and because we are an MSP, we benefit greatly from that. On paper, ServiceNow is very powerful and can integrate with almost anything, but Cherwell is not far behind in that realm - and in the next year or so may even surpass them.
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Catherine Stevens profile photo
October 02, 2019

Cherwell Review

Score 10 out of 10
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Cherwell Service Management had more flexibility and could be managed by a non-programmer. Also was on-prem for security consideration.
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Score 8 out of 10
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  • BMC Helix ITSM (Remedy)
Though there are other competitive products that are more powerful and faster than Cherwell Service Management - we've been using CSM due to the price point.
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Score 5 out of 10
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Cherwell is much more powerful than ServiceDesk Plus. It has all the capabilities required for ITSM. It is also much slower and less user-friendly. It requires way more resources to develop and run. Ultimately, we selected for its vast feature set.
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Score 7 out of 10
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Both products seem to be a bit more out of the box ready but lacked the customization that we were looking for and the workflows specifically from Spiceworks. All of the products would work if you are willing to change your functionality to match what they offer but we preferred to make it match us.
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David Crawford profile photo
Score 4 out of 10
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I personally did not choose Cherwell, and I would choose a more open source solution, something multi-platform, or easier to get into wherever you are especially on a large college campus. Slack is inherently different, however it's easier to use everywhere and is easier for remote communication with workers. TaskRay from my limited experience is more for larger projects and not a bunch of small tickets.
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Robbie Speers profile photo
Score 9 out of 10
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We previously used SchoolDude and it was very lacking compared to Cherwell. Many things had to be done manually, such as selecting if the ticket was an incident or service request. If this was not selected, the ticket was not included in monthly reports. Now that is all automated.

SchoolDude did not allow multiple people to work on a ticket as needed, without assigning it to a new person before your work might be done.
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Keene Marin profile photo
November 22, 2017

Cherwell - ITSM

Score 8 out of 10
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Cherwell was selected over many other competing products because it scored well in comparison tests, and offered extended functionalities that other tools did not.
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Steve Blinston profile photo
September 12, 2017

Cherwell Service Management

Score 10 out of 10
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Five years ago a service desk application was used, not a very good process. No available application to TransForm SSO resources, emails were distributed to specific TransForm SSO resources....email responses sent to tech support and hospital requestors.
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Michael J Mandeville profile photo
February 15, 2017

Great Process Builder

Score 8 out of 10
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CIT had used HEAT for 15 years, which was about 10 years more than we should have. Our HEAT implementation was extremely customized and though we used HEAT well and our processes were melded with HEAT, there were many areas for improvement. Tickets would get lost or a task would be lost or the ticket would go through many hands without proper documentation. It was just fairly clunky and not very scaleable.
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Brandon Joseph profile photo
February 03, 2017

I don't Code, I Cherwell

Score 10 out of 10
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We looked at ServiceNow but it was too expensive for our needs.
We then looked at RemedyForce because one region had recently implemented it.
We settled on Cherwell because of its placement within the Gartner quadrant and its ease of configuration and flexibility and great price.
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Tim Westen profile photo
Score 10 out of 10
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We went from a HP SM application with complex development and extensive cost. During our evaluations of the tools in the marketplace it became very clear that Cherwell Met or Exceeded all other applications for the functions we needed especially cost. We were very skeptical of the codeless configuration but within a week in the sandbox they set up for us, without any training, I was able to start to demonstrate how I could solve our business requirements.
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James Whitemore profile photo
September 17, 2015

Cherwell Shares Well

Score 9 out of 10
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Cherwell Service Management is a much richer system than Autotask. Autotask did well for us for managing tickets, but at least at the time, it was not a full ITSM solution. Cherwell Service Management has given us much more modularity and scalability. Autotask was not a bad product, however it no longer met our business needs. Cherwell Service Management has stepped in and allowed for a greater level of growth.
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Denise Naylor profile photo
February 04, 2015

Cherwell Changed my Life

Score 10 out of 10
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I have administered Altiris in the past. In comparison, Cherwell offers codeless customization which allows for fast and simple configuration. Most changes requested by a specific business area are typically able to be completed within the same day of receiving the request.
We are able to offer different business areas the option to define the key items that are added to their dashboard view to include, counts, lists, charts, and a number of other options.
As an administrator, I've rarely been able to not provide a view, process, or function that a team has requested for their Incident/Request management process.
Cherwell is extremely intuitive and user friendly. It follows the ITIL lifecycle and provides the technician with a step-by-step process for fielding a request.
Read Denise Naylor's full review
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November 09, 2017

Well Supported

Score 8 out of 10
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Cherwell was significantly less expensive compared to our prior vendor. Making the transition was relatively seamless and the Cherwell support team was very helpful.
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Score 6 out of 10
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  • BMC Track-It!
Cherwell allows for much more customization then Track-It!, almost to a fault. Track-It! was a bit more simple which was good for some of our lower skilled users that were a large portion of the push back when switching over to Cherwell. We also got a good deal on Cherwell when compared to what Track-It! offered.
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Feature Scorecard Summary

Organize and prioritize service tickets (33)
8.6
Expert directory (24)
8.0
Service restoration (20)
8.0
Self-service tools (31)
7.9
Subscription-based notifications (22)
6.9
ITSM collaboration and documentation (28)
7.3
ITSM reports and dashboards (32)
8.1
Configuration mangement (25)
7.6
Asset management dashboard (23)
7.5
Policy and contract enforcement (16)
7.9
Change requests repository (28)
8.2
Change calendar (26)
7.8
Service-level management (28)
8.5

About 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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Cherwell Service Management Technical Details

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