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.
Save money and use Cherwell!!
Good Product - Cherwell CSM
Cherwell Service Management: Service Management Done Right!
Very Good Software For All Our Processes - With A Focus On ITSM
Cherwell - a true enterprise service management solution!
Best business automation solution
Cherwell Service Management can be customized to do nearly anything
Service Management System for easy maintainability
Cherwell , one stop ITSM tool.
Cherwell - by far the best tool for managing Incidents, support tickets, changes for deployment!!
Cherwell Service Management - It can meet your organizations needs!
Cherwell is an underrated powerhouse that solves your business problems
Cherwell: Service Management as Good as How You Implement It
Customizable and no code!
Cherwell Service Management Review
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
- 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)9.595%
Reviewer Pros & Cons
Pricing
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
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Product Demos
Cherwell 8 Overview
Cherwell Service Management 10.0 Demo
Features
Incident and problem management
Streamlining ticketing and service restoration processes
- 10Organize and prioritize service tickets(52) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 9.6Expert directory(41) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 9.9Service restoration(35) Ratings
Impact assessment and automated fixes for common problems
- 9.8Self-service tools(51) Ratings
Repository of information documenting common issues and known resolutions which can be accessed directly by users
- 9.5Subscription-based notifications(38) Ratings
Users subscribe to notifications for ticket updates
- 9.5ITSM collaboration and documentation(48) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
- 9.7ITSM reports and dashboards(51) Ratings
Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data
ITSM asset management
Managing all IT assets and enforcing policy rules
- 9.7Configuration mangement(42) Ratings
Database for tracking and reporting all business assets
- 9.7Asset management dashboard(41) Ratings
Dashboard showing organization's software portfolio
- 9.7Policy and contract enforcement(31) Ratings
Ensuring that requesters have eligibility before fullfullment
Change management
Ensuring standardized processes for making changes to IT infrastructure
- 9.8Change requests repository(48) Ratings
Single repository of all planned changes and releases
- 9.8Change calendar(44) Ratings
Calendar showing change schedule to stakeholders
- 9.8Service-level management(45) Ratings
Process for negotiating agreements regarding service level expectations, and ensuring these are met
Product Details
- About
- Competitors
- Tech Details
- FAQs
What is Cherwell Service Management?
Cherwell Service Management Competitors
Cherwell Service Management Technical Details
Operating Systems | Unspecified |
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Mobile Application | No |
Frequently Asked Questions
Comparisons
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Reviews and Ratings
(107)Community Insights
- 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
- 9.9Likelihood to Renew13 ratings
- 8.2Availability3 ratings
- 6.4Performance1 rating
- 8.7Usability5 ratings
- 6.6Support Rating16 ratings
- 9.1Online Training1 rating
- 8.7In-Person Training2 ratings
- 9Implementation Rating3 ratings
- 9.1Configurability2 ratings
- 8.2Product Scalability1 rating
- 9.1Ease of integration1 rating
- 6.4Vendor post-sale1 rating
- 7.3Professional Services1 rating
- 9.1Contract Terms and Pricing Model1 rating
Reviews
(1-25 of 55)Save money and use Cherwell!!
- Reporting is the only negative in Cherwell. Dashboards are good, but reporting needs work.
- Cherwell is inexpensive and helps smaller orgs have an ITSM option
Good Product - Cherwell CSM
- Lower Cost
- Higher Efficiency
- Ease and flexibility to adapt
Cherwell Service Management: Service Management Done Right!
- Improved visibility into changes and their potential impacts
- Improved communication between employees surrounding tickets
- Improved task management
Very Good Software For All Our Processes - With A Focus On ITSM
- We improved the ration of incidents to request tickets from 40:60 to 20:80, freeing up ressources in the time-sensitive incident resolution
- We have gained a very clear view of the total costs associated with our ITSM tool
- We were able to implement processes tailored to our and our customers’ needs
Cherwell - a true enterprise service management solution!
- Saved thousands of dollars on third-party products by developing the same solution in Cherwell.
- The ability to have cross-functional departments using the same tool increases efficiency considerably.
- Knowledge Management has assisted to drive customers to self-help, allowing support teams to focus on more important objectives.
- More inter-departmental communication
- Automated surveys and reports keep everyone in the know
- Dashboards provide up to the moment information for management
Service Management System for easy maintainability
- Positive experience for our customers in managing their service issues
- Positive experience in managing mobile devices where they are returned for repair and need to be tracked and returned to the end user.
- Subscriptions can be a bit expensive for smaller customers.
Cherwell , one stop ITSM tool.
- Cost effective.
- Increase in Self service tickets which lowers the incoming calls.
- Knowledge base helps in self resolving tickets at Level 0/1 without escalation.
Cherwell - by far the best tool for managing Incidents, support tickets, changes for deployment!!
- Great product for the pricing they offer
Cherwell Service Management - It can meet your organizations needs!
- Service Management
- Asset Management
- Change Management
- Cherwell [Service Management] easily competes with other ITSM/ESM solutions on its capability but has a much lower price point than other comparable tools.
- We have processed close to a million service transactions in just over 3 years.
- Cherwell has allowed IT to successfully partner with the business to drive efficiency, customer service, and lower costs across functions.
Cherwell: Service Management as Good as How You Implement It
- Much more efficient IT support processes.
- Standardization of IT support processes.
- Clear process for requesting/setting up new hires creates visibility and efficiency.
Customizable and no code!
- Speeds up processes.
- Less human work needed.
Cherwell Service Management Review
- 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 Review
- Project updates and controls are more visible.
- Tickets logged by end users and correctly categorised and directed to the most appropriate team.
- Consolidated Disparate Custom Apps
- Enhance Service Desk Functionality
- Great Support for External Audits
Manage all your IT related tickets, change request, and service Inquires in one simply place
- Compared to our old software it's very streamlined and organized.
- We seen a better resolution response time for closing tickets.
- We no longer have the need for multiple ticket systems.
Cherwell - ITSM
- 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.
Cherwell Is OK If You Have a Babysitter
- 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.
CSM is great!
- There have been no negative impacts
Cherwell Service Desk
- Positive impact for our organization to track workflow of issues.
Cherwell Service Management- is it right for you?
- Good ROI
- Can be used for many engagements
One-Stop Portal For Service Management
- 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.
Great Tool For Service Request/Incident Management And Reporting.
- With this tool, all teams have a clear escalation path and are able to resolve escalations more efficiently.
Cherwell is the best value for your investment
- IT Service Center call take improved considerably, about 70%.
- Incident resolution time improved drastically.
- IT service transparency and user satisfaction increased.