Cherwell Service Management

Cherwell Service Management

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Top Rated
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Score 8.0 out of 100
Top Rated
Cherwell Service Management

Overview

Recent Reviews

Cherwell Review

7 out of 10
July 21, 2021
Cherwell is used extensively throughout the organization so that users can log service requests for Human Resources. For the Information …
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Cherwell - ITSM

8 out of 10
July 20, 2021
The Wisconsin DNR uses Cherwell as an Agency underneath the primary organization - the Wisconsin DOA. It is used throughout enterprise IT, …
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CSM is great!

10 out of 10
May 11, 2021
We work closely with Cherwell Service Management, it is used company-wide. Cherwell Service Management is a huge asset to our company, we …
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Reviewer Sentiment

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Awards

TrustRadius Award Top Rated 2022
TrustRadius Award Top Rated 2018

Popular Features

View all 13 features

Organize and prioritize service tickets (46)

9.7
97%

ITSM reports and dashboards (45)

9.3
93%

Self-service tools (45)

9.0
90%

ITSM collaboration and documentation (42)

8.4
84%

Reviewer Pros & Cons

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Video Reviews

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Pricing

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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.…

Offerings

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

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Alternatives Pricing

What is ServiceNow IT Service Management?

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 Jira Service Management (Jira Service Desk)?

Jira Service Management (formerly Jira Service Desk, now including features from the former Mindville Insight, acquired by Atlassian in June 2020) is a service desk software that is purpose-built for IT, service, and support teams. The software provides everything IT and support teams need out-of…

Features Scorecard

Incident and problem management

8.7
87%

ITSM asset management

9.0
90%

Change management

9.4
94%

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 Competitors

Cherwell Service Management Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

Comparisons

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Frequently Asked Questions

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.

What is Cherwell Service Management's best feature?

Reviewers rate Organize and prioritize service tickets highest, with a score of 9.7.

Who uses Cherwell Service Management?

The most common users of Cherwell Service Management are from Enterprises (1,001+ employees) and the Information Technology & Services industry.

Reviews

(1-25 of 50)
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Devansh Awasthi | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
- Ticket Management System
- Tracking the SLA of the users
- Working closely with the clients
- Helpful in getting the issue insights
- Best suited for Service-based industries
- Monitoring of open tickets and notifications/ alerts of the SLA
- Easy tracking for each of the workforce to share the work.
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Cherwell is a well-rounded product that can really be utilized as far as one's imagination can stretch. I've used the product in both a corporate and medical environment, where the tool was used for vastly different reasons (i.e., ITSM, business & retail functions, vs hospital orderlies & medical equipment tracking in a CMDB, etc.). Cherwell is so versatile that you can really use it to develop any workflow or process that is unique to your line of business - there are more than enough functions and tools available within Cherwell to effectively manage any enterprise solution your organization needs. The major drawback of flexibility is supportability. Given that you can essentially develop anything you want (content-wise) in Cherwell, it can quickly become highly complex and difficult to support by anyone other than the original developer. Documentation is key (F-spec & T-spec especially!) when developing larger solutions in Cherwell.
Megan Hartz | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Cherwell [Service Management] is the perfect tool for any organization big or small that needs a solution to handle inter-departmental and customer facing business processes and services. Cherwell offers a complete suite of tools that allow you to maintain a robust service catalog, publicize those services through a web portal, and gives your end users a way to engage with self-help and self-service. In addition, Cherwell's low code architecture makes configuration and customization a breeze without a concern of rendering the system unusable and un-upgradeable. Cherwell is designed for change and we find that we are able to easily manage ever changing workflows with ease. If you are a small organization, you can set up and maintain Cherwell with minimal staff. If you are a large organization with complex business needs, you can leverage Cherwell to solve a wide variety of business problems rapidly.
Rand Habegger | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
For common ticketing or request types, our instance is set up very well for efficient, intuitive submission by non-technical users. For less common issues, however, you either need to know the right terminology or stumble across the right items in the complex cascading menus or search results to find the right way to request what you need.
July 21, 2021

Cherwell Review

Score 7 out of 10
Vetted Review
Verified User
Review Source
Managing stock is great. We control the whole asset life cycle with Cherwell. Complex automation is possible by combining PowerShell and one step, although a fair degree of expertise is required to do this. For instance, our HR system will now create user accounts in Active Directory and applies the correct privileges. It will so expire the accounts when a member of staff leaves the organization. The person's equipment will be delivered to the correct location with the appropriate tickets sent to correct teams to facilitate this.
Aidan Wick | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
Cherwell [Service Management] is well suited out-of-the-box for all things IT Service Management, from Incident and Service Request management, to Change, to Asset and Configuration Management. With Cherwell's official FSM module, it is also well suited for Facilities Management. I see Cherwell's vision with the HRSM module, but more work needs to go into it for it to be able to compete with existing HR solutions. With custom development, Cherwell is also great at custom webpages using a WYSIWYG style.
Score 8 out of 10
Vetted Review
Verified User
Review Source
As a manager of 8 engineers who frequently create or have tickets, changes, or requests assigned to them, Cherwell Service Management does a great job of helping us manage all of that work in one place. I can easily see what's assigned to my team and who's responsible for it. It also does a good job of time tracking from start to finish and alerts us as to when items have gone past their required response time that the company sets. It can be a little overwhelming from a UI standpoint to those that are less technical but it works well.
July 20, 2021

Cherwell - ITSM

Keene Marin | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
Change Management approval processing is a good example. Cherwell, as an ITSM tool, is effective at executing the different change configurations, and requiring distinct approvals to proceed forwards.
May 11, 2021

CSM is great!

Score 10 out of 10
Vetted Review
Reseller
Review Source
They are an exceptional company with exceptional products. Whether you are using Cherwell Service Management for your support or services, it is [...] flawless software. Using our consultants to deliver it, you cannot go wrong. Cherwell Service Management is well suited for any sized company. I have seen very small companies use it and massive, billion-dollar companies use it.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Though the Cherwell Service Management offers multiple benefits to the organization, it's pretty slow in response while comparing it to the other competitive service management systems out there. Since we are using the on-prem hosted version of Cherwell SM, we are experiencing frequent service outages as well as user login issues to the portal.
Score 8 out of 10
Vetted Review
Verified User
Review Source
I am still going to praise the standard template process. it's great! Using an existing approved Normal change, and nominating it into a standard template is quite easy. The only thing that could be easier is having an easy view of which templates are awaiting approval. I had to create a saved search for that.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Cherwell would work great within the managed services space, as well as internal departments. It has the ability to be highly customizable between different types of users and departments, so there are a significant amount of issues that it could address. Overall, the home-run hit is in-house usage within an organization.
Jane Updegraff | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Cherwell is a good choice for any sized enterprise that needs an extremely customizable IT help desk solution that triggers (again, entirely customizable) automated actions, spawns workflows (and auto-spawns tasks and sub-tasks for them) for multiple IT technicians and multiple tiers of technicians. It can do project management, change management, asset management, all the same things that the others can do and far, far more. If you do NOT need a highly customized help desk solution and if you don't need automated workflow creation and task tracking, then you could buy a less expensive solution that you can use out of the box without any of the frills. But as I said, Cherwell can do a lot more than just IT help desk, and it has a huge array of "plug-in" / "add-on" features, most of which are free, that make every Cherwell implementation completely unique to the enterprise that uses it. Cherwell is just right for a company that wants to manage and customize the help desk application with a PTE resource. I manage it myself at my company, and I spend very little time maintaining it now that it's solidly established ... although it's so much fun to customize that I wish I had more time to add new features and play with it. I do strongly advise some training for the admins ... your Cherwell admins MUST take the online, instructor-led introductory admin class to kick you off, and you MUST have implementation help from Cherwell to setup your instance, especially their hosted offering, over which you don't have database admin control (you can't even turn it on to get it working without their help). But after that, there is very little support needed from your own in-house Cherwell admin resource, unless, of course, you are constantly growing the solution to make it do more. I can see how that could happen because Cherwell can do almost anything. I can imagine some departments wanting to make it into the swiss-army-knife of IT .. and HR .. and facilities .... and physical security ... and you could spend many hours down the rabbit hole doing that if you wanted to.