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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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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
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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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(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
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February 07, 2023
Cherwell Service Management: Service Management Done Right!
We use Cherwell Service Management for our ticketing system, inventory system, asset management, and change control system. The system is used throughout our entire environment and is the backbone of our support architecture. It helps us analyze our workload and govern our assets in an efficient manner. Our implementation is by far the best service management product I've seen in my decade in IT, it truly is an amazing product. The customization is amazing!
- Incident Management
- Inventory Management
- Change Control
- Problem Management
- Assest Management
- Kanban Board Implementation, specifically the ability to manage Change requests
- CMBD searching capabilities
- Task journals
98.57142857142858%
9.9
100%
10.0
100%
10.0
- Improved visibility into changes and their potential impacts
- Improved communication between employees surrounding tickets
- Improved task management
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.
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!
10
We have support people who specifically work on the intricacies of the UI and functionality of Cherwell Service Management, creating custom reports, objects, and dashboards as business needs arise. We also have support staff to ensure the data in Cherwell is correct and kept up-to-date. We also have engineers who ensure that the software's servers are patched and kept in line with best practices.
- Ticketing System
- Change Management
- Asset Management
- We use a litany of checklists to assist us with regular procedures
- Change management is crucial to our organization and Cherwell's process fits our needs extremely well
- Kanban boards to allow review of our workload at a glance
Not Sure
- Price
- Product Features
- Product Usability
- Product Reputation
I was not present for the decision-making process when my organization implemented the system.
I have evaluated a few different ticket systems in my career. I look for usability from both the support side and the user side. Is the tool intuitive to use? I also look at pricing/features as a package when comparing products. These days, it's essential to have a ticketing system that does much more than just traditional ticketing.
- Don't know
- I did not participate in the implementation process.
- Online Training
- In-Person Training
I don't have any personal recommendations, as I wasn't present during the initial configuration of Cherwell Service Management, but just know that there are tons of options to be able to get everything accomplished.
Yes, we have premium support for all the Ivanti products that we use because of how integral they are to our workflows.
No
Unfortunately, I cannot, as I do not contact support about Cherwell Service Management. Ivanti's support for other products is prompt and accurate, so I imagine that Cherwell is much the same.
- Change Management from an Incident: I love that you can create an RFC from within the same pane.
- Inventory Management: to be able to launch a tool from within Cherwell Service Management to view assets and link them to incidents is great.
- Tasks and checklists are awesome!
- When creating a change request from the Incident view, it doesn't automatically link the RFC to the Incident, you have to manually link it.