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Cherwell is a versatile IT service management tool that has been widely adopted by various organizations across industries. Users have …
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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Popular Features
- Organize and prioritize service tickets (52)10.0100%
- Self-service tools (51)9.898%
- ITSM reports and dashboards (51)9.797%
- ITSM collaboration and documentation (48)9.696%
Reviewer Pros & Cons
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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Product Demos
Cherwell 8 Overview
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Cherwell Service Management 10.0 Demo
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Product Details
- About
- Competitors
- Tech Details
- FAQs
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 Systems | Unspecified |
|---|---|
| Mobile Application | No |
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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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!
- Business Problems Solved
- Pros
- Cons
- Recommendations
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:
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Utilize all the available features, such as workflows and customizations, to increase productivity and resolve IT and system-related issues effectively.
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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).
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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
(1-10 of 10)Companies can't remove reviews or game the system. Here's why
November 03, 2023
Save money and use Cherwell!!
1000
From technicians who work the tickets to our 10k plus users who use the portal to submit tickets, its used widely thru our company.
February 07, 2023
Cherwell Service Management: Service Management Done Right!
2000
Every function we offer in our organization, as Cherwell Service Management is our ticketing system for contacting user support, so every end user interacts with the software in one form or another. This includes executives, management, way down to our support staff. It's our backbone for support!
October 18, 2022
Cherwell - a true enterprise service management solution!
10000
Several departments in the organization are using Cherwell, from distribution centers, retail, HR, IT, InfoSec, Finance, Transport, and Legal. There is more usage by departments outside of IT, making Cherwell a true ESM tool in our organization.
July 23, 2021
Customizable and no code!
5000
We have Students, Faculty, IT, Finance, Marketing, HR, etc
July 23, 2021
Cherwell Service Management Review
150
We use Cherwell to handle all of our Incident and Service requests across the company. We also have leveraged some customization to create all of our workflows and process management in cherwell as well. This covers everything from initial requests from users all the way up to requests between departments for technical changes.
July 21, 2021
Cherwell Review
200
Cherwell is used by the I.T. department for:
- Customer Support ticket management
- Problem Management
- Asset Management
- Automations and streamlining
- Categorisation of work and automatically assignment of work tickets to the correct team for progression.
- Control and authorisation of changes
- Support Requests and ticket management
- New start process management
July 21, 2021
Manage all your IT related tickets, change request, and service Inquires in one simply place
1000
Cherwell Service Management is used by anyone having anything to do with our IT systems or technology used to run our business. It's used for internal and external ticket tracking.
July 20, 2021
Cherwell - ITSM
250
Technology (mostly); HR Support; Facilities Management. There are some back and forth components - i.e. HR was using it for a while, but reverted back to using their unmanaged solution (email only). Facilities is now using Cherwell for their facility management activities (HVAC etc).
July 20, 2021
Cherwell Is OK If You Have a Babysitter
IT management, computer product fulfillment, all ticketing services used by organization. It's also used to register conference/classrooms.
February 04, 2015
Cherwell Changed my Life
Over 15 business units across the company use Cherwell to manage their day-to-day requests.
Some of the business areas are:
Information Technology
Capital Markets
Facilities
Human Resources
Mortgage Operations
While we have approximately 1,600 technicians fielding requests through Cherwell, we have 10,000+ team members submitting requests that get routed through Cherwell.
Some of the business areas are:
Information Technology
Capital Markets
Facilities
Human Resources
Mortgage Operations
While we have approximately 1,600 technicians fielding requests through Cherwell, we have 10,000+ team members submitting requests that get routed through Cherwell.