Cherwell Service Management Reviews

I think it has had both its ups and downs. As I mentioned before it really can be a flexible tool but you need to spend the time with it.

I think if we had more resources as a department we could use this tool to much greater effect.

Cherwell is more expensive (of course) compared to the home-grown ITSM solution that we previously used, so it has cost us more in capital outlay and it will continue to do so. But it has drastically reduced the number of end-user issues that have "fallen through the cracks". It makes assistance triage easy because you can customize the prioritizing of tickets by both urgency and priority of your tickets as well as by VIP status of the user.

Our internal end-user satisfaction with the IT department has drastically improved since implementation of CSM. Our technicians don't forget to finish up a task with many tiny details and that's because Cherwell's workflows provide the technician with a list of the steps needed to finish up the task. We've become a much more popular IT department and leadership has noticed. I can't put an ROI number on that but it's priceless to me.

Technician errors in user onboarding and offboarding have virtually disappeared, saving us hours and hours of technician time. Again, I haven't calculated the ROI but it's probably a good 20% or more of our tier 1 technicians' time that has been saved. Higher-tier technicians are obviously not as affected since they weren't usually the ones who were neglecting the details, but even they have enjoyed more efficiency and better prioritization of their time.

Positive - reduced amount of ticket touches via automations for our third-party ServiceDesk. Meaning less money we have to give them for ticket touches.

Reducing Change collisions, therefore ensuring service up-time meaning more consumption and overall better experience.

With this tool, all teams have a clear escalation path and are able to resolve escalations more efficiently.

IT Service Center call take improved considerably, about 70%.

Incident resolution time improved drastically.

IT service transparency and user satisfaction increased.

I don't have insight into these items, I'm sorry.

High-quality metrics produced with information from Cherwell have enhanced the visibility of "What IT does" for our organization.

The CMDB within Cherwell has greatly improved our knowledge of our Asset Lifecycle.

Positive: centralized our work intake.

Positive: provides for gathering data for much-needed metrics.

Positive: customer portal separate from the client application.

Allows us to reduce staffing.

Automation of common requests/workflows.

Speeds up processes.

Less human work needed.

Project updates and controls are more visible.

Tickets logged by end users and correctly categorised and directed to the most appropriate team.

CSM enhanced the customer satisfaction with the faster response rates.

It enables us to store all our KB articles that the 1st level support could use frequently.

Good ROI

Can be used for many engagements

We are too early in to see significant ROI results, but the ability to leverage one step will help us moving forward.

Cherwell allows us to put all customers into one tool which allows us to consolidate administration and licensing.

Cherwell is very cost-effective (1/3 the cost of ServiceNow).

The platform's automation capability allows the business to reach a higher level of maturity and efficiency in IT service management.

To develop and run the tool, a team of developers, devops, and administrators is required.

As with any standard ticketing system, it helped decrease the time before first contact with clients.

Our department was always concerned with keeping a low budget, and it was cheaper than most.

My supervisor could easily tell how many resources were being put into each employee, so we had more visibility of our team's capabilities at a given time if we needed to take on something complex.

Cherwell can reduce the amount of duplicate tickets entered by allowing you to search what's already open

Cherwell's tasks can allow accountability for other teams to do their piece of a ticket before closing yours

Cherwell's user portal makes it easy for users to enter their own tickets

The largest ROI has been documentation of work and increasing staff productivity.

Previously, our helpdesk manager solely used email to track ticket times, assignments, etc. But that results in a lot of emails that can easily be lost. Cherwell puts it all inside of an app, and all emails are sent from the generic helpdesk email.

Cherwell makes it much easier to track tickets, and collaborate with team members as well as other teams

Cherwell Asset Management ties into Cherwell Service Management to keep track of node numbers and what is being used

As a Blackboard support specialist, Cherwell reduced by tickets by half because tickets were being properly routed and the correct information gathered.

Cherwell gave us the ability to prompt users to look at the resources they already had, if it was something easy, which helped reduce our workload.

We've been able to implement more easily many ITIL related items such as change management, integrated ITSM, configuration management, and others

The centralized nature of these tools allows for extended functionality, like downstream and upstream impact assessments

Asset management has become a little easier, especially with the opportunities that Cherwell gives us.

Positive: Hospital Incident supplied to Cherwell Service Management, task assigned immediately to the specific resource

Positive: Hospital Request supplied to Cherwell Service Management, meetings to discuss the requirements and financials.

Positive: The time tracking data is supplied into a SQL DB, a report is then reviewed by TransForm SSO and supplied to specific hospitals

Our process has benefited from a more rigid framework

Our communication on tickets between team members and inter-departmental has improved

Our entire User Process onboarding/offboarding process has been informed by Cherwell

We actually have a Change Management process workflow now

We are better able to serve our customers because our documentation and communication have increased

We will be offering self-service options when we make the Cherwell self-service portal live to our customers later this month

Having a single SaaS instance of Cherwell has allowed our organization for the first time seamlessly transfer tickets across regions and allow for unprecedented communication between our groups. We look forward to opening the tool to all global IT teams and incorporating all major modules (Problem, Change, CI & Knowledge and more!) where we'll finally all be on the same tool and various IT data will finally all be in a relational database.

Ongoing costs can be lowered because we now have enough in-house expertise to manage most of our routine Cherwell modifications and management.

Once Cherwell is fully implemented at our organization, we'll be able to do with several separate systems and databases where all IT information is currently stored which will make things more simple and cost-effective to maintain.

We are able to keep users in the loop via automated status updates on their issue/ticket. Resulting in a better user experience.