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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)
    9.8
    98%
  • ITSM reports and dashboards (51)
    9.7
    97%
  • ITSM collaboration and documentation (48)
    9.5
    95%

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

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 Microsoft System Center?

Microsoft System Center Suite is a family of IT management software for network monitoring, updating and patching, endpoint protection with anti-malware, data protection and backup, ITIL- structured IT service management, remote administration and more. It is available in two editions: standard…

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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

9.7
Avg 8.2

ITSM asset management

Managing all IT assets and enforcing policy rules

9.7
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

9.8
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

(1-13 of 13)
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Score 9 out of 10
Vetted Review
Verified User
Incentivized
Cherwell Service Management is at the core of our tech support structure. We've adopted it fully and customized it to our needs. Because of this, and how integrated we are with it, we will continue to use it for the foreseeable future.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Cherwell is still the best tool for the job in the market. Even though Ivanti bought them and are trying to convince everyone to move over to Neurons for ITSM, they have stated Cherwell will remain supported indefinitely and have a roadmap for future Cherwell development. Unfortunately, ISM is not as flexible as Cherwell (and the UX is atrocious), hence why many people are sticking with Cherwell (and why many Cherwell customers never purchased ISM originally).
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We really do like this product overall. It does take some effort to customize to fit your business case but thankfully it also allows the flexibility to do so. The only other thing we are comparing it against currently is Jira with some of its cloud functionality. We do tend to prefer Cherwell especially on the ticketing side of things since we can respond with customers easier.
July 21, 2021

Cherwell Review

Score 7 out of 10
Vetted Review
Verified User
Incentivized
There has been little experience of downtime.
It is well received by end users.
The ability to customise it to integrate into existing systems is good.
The organisation is realising cost savings through the information it provides.
There is continued investment to develop the product by our own staff.
In most instances there is not a requirement for client software to run it as a simple web browser will do.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
So far we've been really happy with Cherwell Service Management. We are aware that there are cheaper solutions out there and cost is always a factor. As we continue to dial it in and make improvements one thing we'd like to see is a better way to classify and categorize the work. For first time users it can be quite confusing to get your tickets assigned to the correct group with an organization as large as ours.
July 20, 2021

Cherwell - ITSM

Keene Marin | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Its a really strong product, and we attach a high value to it. The cost of replacing it would be too high as well. Once we made the bigger commitment to Cherwell Service Management, its hard to back out of it - not that we would want to.
February 04, 2015

Cherwell Changed my Life

Denise Naylor | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
The transition from Altiris to Cherwell was seamless. Of course there were tweaks and modifications post initial rollout, however, there has been virtually zero downtime since implementation two years ago. The adoption rate has been amazing. The ease of use and functionality of the software continues to spread across the organization by word of mouth. The demand for Cherwell implementation for teams currently using a team mailbox Outlook to field requests is high. There's no greater compliment than having a list of teams that will patiently wait two to three months for a software solution to be implemented because the waiting list is so long. That's when you know you have a solid product.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We stay on maintenance for support and upgrades. We rely on this product for our internal operations and need to have a maintenance contract so there is some vendor support in the event of a disaster, so we opted to renew. The more recent versions of Cherwell also have some new exciting features that we're also hoping to be able to implement.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
This a difficult question for me to answer since I am not a decision maker in my current organization. Also I don't have enough information about other tools to make a well informed decision. The way the tool integrated with my former organization was very effective. While there are small nuances that could be improved upon, I would definitely consider Cherwell.
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