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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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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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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 56)
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Score 9 out of 10
Vetted Review
Verified User
I have recommended. We were able to consolidate all of our ticket systems in to Cherwell CSM and eliminate the archaic systems and some money. Additionally, it improved our reputation by implementing a solid and fluid customer facing portal. Along with the CMDB, that assisted our employees to work more efficiently and professionally.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Cherwell Service Management is well suited for organizations that run their own internal IT departments and want to have control and insight into their operations. I wish that I would have had the opportunity to work with Cherwell sooner in my career as it is an excellent system. As with any ticketing system, it took some getting used to, but it was a short learning curve. I wouldn't recommend using something like Cherwell in a small organization that doesn't plan to manage its workflows and assets within a single system unless there is a plan for growth and expansion.
Score 8 out of 10
Vetted Review
Verified User
Especially for companies looking to implement their processes in-house with a small team of tech-savvy people, this can be a real asset. Use it if you have already bought it. I would not start using CSM at this point in time, though, since Ivanti is actively pushing customers towards the new Neurons for ITSM platform.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Glenn Crooks | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I am very happy overall with Cherwell Service Management. It helps me as a solution architect to solve any business problems that are presented to me. The only issue was the reporting as it is very resource heavy and difficult to develop. That is the most time-consuming portion of the overall solution.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Cherwell Service Management is best suited for medium to large companies in my opinion. The out of the box options are extensive and I believe a smaller company would not be able to fully utilize what is available. Having one or more full time employees who work to develop within the Cherwell platform is important. Cherwell's strength's are in its ability to be customized to meet your organization's needs.
Steve Clime | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Well suited in an IT environment where you have limited staff. It can be managed by one administrator.
Reliability of the SaaS environment has been excellent.
Flexibility in developing automated workflows to open, manage, and close Incidents.
Change Management due to ability to modify OOB to meet the needs of our staff.
Contract Management allowing us to be notified when a contract or license is up for renewal and setting reminders.
Integrations are not easy to create and manage.
Score 9 out of 10
Vetted Review
Verified User
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.
Megan Hartz | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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
Incentivized
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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
I think if you have the time to spend making this product into what you want and adapt it to your environment you will be in a really good place. If you are looking for a purely out of the box solution it might not be the best product for you.
July 21, 2021

Cherwell Review

Score 7 out of 10
Vetted Review
Verified User
Incentivized
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
Incentivized
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
Incentivized
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
Incentivized
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
ResellerIncentivized
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
Incentivized
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.
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