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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.…
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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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
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- 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
(26-50 of 55)Companies can't remove reviews or game the system. Here's why
October 07, 2019
Overall, a really good product
Score 8 out of 10
Vetted Review
Verified User
- I don't have insight into these items, I'm sorry.
October 03, 2019
Cherwell is a powerful and highly customizable ITSM solution
- 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.
October 03, 2019
Cherwell a powerful and scalable ITSM solution
Score 10 out of 10
Vetted Review
Verified User
- Positive: centralized our work intake.
- Positive: provides for gathering data for much-needed metrics.
- Positive: customer portal separate from the client application.
Score 9 out of 10
Vetted Review
Verified User
- We are too early in to see significant ROI results, but the ability to leverage one step will help us moving forward.
October 02, 2019
Cherwell is a mature, complete ITSM solution ... that can do WAY more than just ITSM
- 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.
October 02, 2019
Cherwell Review
Score 10 out of 10
Vetted Review
Verified User
- Allows us to reduce staffing.
- Automation of common requests/workflows.
October 01, 2019
Cherwell Rocks!
Score 8 out of 10
Vetted Review
Verified User
- 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.
July 21, 2019
Cherwell: Powerful, but slow and clunky.
- 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.
November 28, 2018
Cherwell-A useful ticketing system
- 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
October 18, 2018
Product meets basic needs.
- The largest ROI has been documentation of work and increasing staff productivity.
July 09, 2018
Ease of Ticket Tracking
- 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
November 29, 2017
Complicated and not intuitive, but largely reduces workload
- 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.
November 09, 2017
Well Supported
- We switched to Cherwell from another competing product when our account was up for renewal. By switching to Cherwell we will be saving over $50k annually without losing any functionality.
September 12, 2017
Cherwell Service Management
- 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
March 29, 2017
A user's perceptive of Cherwell
- A large push back at first when coming from Track-It!
- Able to see a large amount of data after a few clicks
- The data is very complex at times
February 15, 2017
Great Process Builder
- 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
February 08, 2017
Best Help Desk System for the Money around!
- Positive - we have decreased our backlog of cases and are doing better at meeting our SLAs.
- Positive - we have a better view of what all work we have to do.
February 07, 2017
A no-frills ticketing system
- We are able to keep users in the loop via automated status updates on their issue/ticket. Resulting in a better user experience.
February 06, 2017
Cherwell in our service desk.
- Cherwell has proven to have a great ROI. We couldn't get off the other tool we used quick enough.
February 03, 2017
Cherwell Service Management is right for you!
- Higher productivity and fewer communication errors when escalating tickets
February 03, 2017
Cherwell's product innovation is unmatched.
- We haven't done any analysis on ROI, but it has improved our overall efficiency drastically as an IT organization.
February 03, 2017
I don't Code, I Cherwell
- 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.
October 03, 2016
Cherwell, track well, and report well
- It has helped us identify key areas where we need to improve our response time.
- We've been better able to identify change requests and keep track of them, as they are usually a longer processes.
- It allows our customers to see where in process their ticket is.
August 05, 2016
Complete solution tha's easy to deploy and manage
- Considerable improvement in ticket resolution times.
- Significant reduction in issues and collisions due to changes.
- Major reduction in phone calls to service desk due to automated email processing and self-service.
- Improved forecasting and process analysis with reporting tools including dashboards, trend analysis, ad-hoc queries, etc.
March 28, 2016
Cherwell - Codeless reality
- Our company replaced HP SM with Cherwell in 8 weeks, with a team of 6 employees and 2 contractors. We went live with Incident, request, change, Business specific service portal views and a 100% customer IT Requisition process. It was received with very positive reviews and an adoption rate that was unexpected.
- Cherwell has one of the best value propositions of all of the tools available in the market place. The floating license model and the robust functionality has made Cherwell an easy sell to senior management.
- Cherwell allows us to take the administration out of the ticketing tools and allow our technicians to focus on service restoration, enhancements and new development.
- Increased adoption from our technicians and customers has stopped some of the rougue IT processes. It has helped us get a better understanding of the true level of IT work of technicians.