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Cherwell Service Management

Cherwell Service Management

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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Recent Reviews

TrustRadius Insights

Cherwell is a versatile IT service management tool that has been widely adopted by various organizations across industries. Users have …
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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

View all 13 features
  • Organize and prioritize service tickets (52)
    10.0
    100%
  • Self-service tools (51)
    9.9
    99%
  • ITSM reports and dashboards (51)
    9.8
    98%
  • ITSM collaboration and documentation (48)
    9.7
    97%

Reviewer Pros & Cons

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Pricing

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N/A
Unavailable

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.…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Alternatives Pricing

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ServiceNow is a fast-growing service management provider that went public in 2012. Built on the ServiceNow Now Platform, the IT Service Management bundle provides an agent workspace with knowledge management, and modules supporting issue tracking and problem resolution, change, release and…

What is Atera?

Atera has harnessed AI to power their Remote Monitoring and Management (RMM), Helpdesk, Ticketing, and automations platform—streamlining organizational IT management at scale with the proprietary Action AI™ solution. Atera's IT Copilot augments existing tech capabilities with AI auto script…

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Product Demos

Cherwell 8 Overview

YouTube

Cherwell Service Management 10.0 Demo

YouTube
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

9.8
Avg 8.2

ITSM asset management

Managing all IT assets and enforcing policy rules

9.8
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

9.9
Avg 8.4
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Product Details

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 Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

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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Comparisons

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Reviews and Ratings

(107)

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!

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:

  1. Utilize all the available features, such as workflows and customizations, to increase productivity and resolve IT and system-related issues effectively.

  2. 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).

  3. 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 47)
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Score 10 out of 10
Vetted Review
Verified User
Incentivized
Cost is the number one reason most use Cherwell versus the FootPrints and ServiceNow platforms out there. Not all orgs can afford millions for an ITSM solution and the cost of Cherwell means they can. Also the code less interface means you don't have to shell out additional funds for a code developer.
Score 9 out of 10
Vetted Review
Verified User
The licensing was favorable for our company. The setup and development made it easy to implement. We did have a 3rd party assist with requirements gathering and implementation. This allowed us to meet out targets and deliverables. Performance is very seldom an issue. The uptime and stability is higher than what we've had in the past with other products.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Cherwell Service Management is much better than the other products that I've used in the past. While it isn't a simple system, it does all of the things that you'd hope a ticketing system would. I've personally implemented other systems, but Cherwell Service Management has been a breath of fresh air, especially with the customization that my organization has implemented. I'm thoroughly impressed and hope this is the last ticketing system that I use.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Both Remedy & CA were far more complex to implement, enhance and support. The architecture and framework each solution was developed on didn't lend itself to be no-code or low-code like Cherwell, and therefore the ability to expand and utilize either tool on an enterprise-level was severely restricted. The cost-benefit of those options vs Cherwell was also a primary reason to steer clear.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Cherwell's ability to customized is really its greatest feature. If you are looking for out of the box features only then you can really go with nearly any provider. Cherwell allows an experienced developer to really build things that will be useful to the organization.
Steve Clime | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
ServiceNow was administrative heavy and required more than one admin. Also expensive for smaller customers.
Remedy was scaled more for enterprise customers where we are small to mid-sized.
FootPrints - we replaced FootPrints with Cherwell due to a lack of BMC putting any further development into the product. It was an aging platform with no real future growth.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
User-friendly and cost-effectiveness as compared to other counterparts in the same niche. Modifications can be done quickly and analytical reports and dashboards are easy to create.
Megan Hartz | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We selected Cherwell because it offered the best value and return on investment by far, while still providing highly sophisticated capability within the platform. But more than that, Cherwell is a company you want to partner with. The level of engagement we have with Cherwell support, product developers, and Cherwell leadership is unparalleled. In addition, Cherwell has a robust customer community that regularly engages with one another through innovation and community tools, frequent user group meetings and customer webinars, and a fantastic annual conference. We feel that Cherwell is our partner, not simply our vendor, and that they are focused on helping us achieve our goals, not just the bottom line.
Rand Habegger | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
If we used an ITSM system prior to Cherwell, I'm not aware of it and wasn't involved in the purchase decision. The most common internal method of reporting IT issues and making requests prior to Cherwell at our organization was to email or IM a member of the IT support team. My understanding is that they had a ticketing system with visibility only within the IT team. There was something simple and easy about that from an end-user perspective, but it obviously was highly inefficient and chaotic for the IT team.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
July 21, 2021

Cherwell Review

Score 7 out of 10
Vetted Review
Verified User
Incentivized
I have found that Cherwell is much easier to configure and customize. It is also cloud-based so you only need an internet connection to get going. There are no servers to maintain and there are no backup systems required to safeguard your data. We are now working in a much leaner team, easing the support overhead by having a clouded solution is a huge bonus.
Aidan Wick | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • IBM Service Delivery Manager (Discontinued), BMC Helix ITSM (Remedy) and Salesforce CMS
Much more customizable than other products, especially when ran in a self-hosted environment. Cherwell [Service Management] allows for greater flexibility of custom development and integrations to allow for automating tasks that traditional ITSM apps are not well suited for. Cherwell [Service Management] gives you the freedom to develop your own objects with minimal licensing costs.
David Crawford | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User
Incentivized
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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