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Cherwell Service Management

Cherwell Service Management

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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Recent Reviews

TrustRadius Insights

Cherwell is a versatile IT service management tool that has been widely adopted by various organizations across industries. Users have …
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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

View all 13 features
  • Organize and prioritize service tickets (52)
    10.0
    100%
  • Self-service tools (51)
    9.8
    98%
  • ITSM reports and dashboards (51)
    9.6
    96%
  • ITSM collaboration and documentation (48)
    9.4
    94%

Reviewer Pros & Cons

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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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Alternatives Pricing

What is ServiceNow IT Service Management?

ServiceNow is a fast-growing service management provider that went public in 2012. Built on the ServiceNow Now Platform, the IT Service Management bundle provides an agent workspace with knowledge management, and modules supporting issue tracking and problem resolution, change, release and…

What is Microsoft System Center?

Microsoft System Center Suite is a family of IT management software for network monitoring, updating and patching, endpoint protection with anti-malware, data protection and backup, ITIL- structured IT service management, remote administration and more. It is available in two editions: standard…

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Product Demos

Cherwell 8 Overview

YouTube

Cherwell Service Management 10.0 Demo

YouTube
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

9.6
Avg 8.2

ITSM asset management

Managing all IT assets and enforcing policy rules

9.7
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

9.8
Avg 8.4
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Product Details

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 Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

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.

IBM Control Desk, ServiceNow IT Service Management, and IFS Assyst 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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Comparisons

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Reviews and Ratings

(107)
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Attribute Ratings

Reviews

(1-25 of 56)
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Score 9 out of 10
Vetted Review
Verified User
Cherwell CSM is our first true ITSM solution. It has it's "Cherwellisms" but, it lived up to and exceeded our expectations for the cost. The flexibility in the One-Steps, Searches and Automation allows us a lot of flexibility. The User Groups are a huge help and knowledge share. We're looking forward to the convergence platform where Ivanti incorporates both products to bring an elevated value. I'd recommed (and have) the CSM product.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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!
Score 8 out of 10
Vetted Review
Verified User
We use Cherwell Service Management as a plattform to manage our ~4,500 tickets per month for all our IT service management related processes as well as some non-IT processes. Based on ITIL v3, we have implemented mature processes for all relevant ITIL processes, including Incident Management, Request Management (including RfC), Change Management, Problem Management, Service Level Management, to name just a few. Having approximately 350 active supporters who are supporting around 9,000 active end-users and managing ~30,000 configuration items. Our ITSM processes are linked to some non-IT processes such as a billing and sales as well as HR. We have been using Cherwell Service Management with a complete custom implementation since 2016. A team of 2–4 developers is implementing everything in-house.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use Cherwell Service Management as an enterprise service management solution - where our IT department is actually NOT the largest consumer of the tool! We have branched out from the typical ITSM processes in Cherwell to use it for managing new store openings, DC safety incidents, and numerous finance-related workflows unique to our organization. We are able to consolidate more and more of our organizational functions within a single pane of glass, which is precisely the reason (and one of the many benefits) of purchasing Cherwell.
Glenn Crooks | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Cherwell service manager assists us with automating all of our business processes. This assists us with processes outside of ITSM and Beyond ITSM. The ease of use of the product makes solution design and development a breeze. I can do everything from cradle to grave from designing to reporting on the processes that have been built.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
The business uses it for Incident, Request, and Problem Management. They use it for the CMDB, service catalog, and customer portal. We have built API integrations with other applications and receive imports from multiple sources to update our CMDB. The client is used by various departments including those outside of IT.
Steve Clime | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Our IT department had no Incident Management system until July of 2020. Everything was done on white boards, note pads, and spreadsheets. No real collaboration between the help desk and other departments like systems administration, networking, security, programming.

Implemented Cherwell to begin tracking and managing Incidents for our retail support team and 130 mid-west grocery stores. Have since expanded to managing assets (endpoints, mobile devices, network hardware, servers). CMDB's are configured for all teams with some automation.
Worked with a third party to implement a contract/license management system to track all IT based service contracts, Microsoft licenses, etc.
Converted our old change management system to Cherwell in summer of 2022 and streamlined the process with automated approvals and calendar entries. Service Management metrics have helped identify problematic areas where training can be applied to end users.

The only real negative is the current administrative console is client based not web. When Ivanti rolls out the converged platform with Neurons, I will be glad as the interface will be HTML5 and easier to use.

Score 8 out of 10
Vetted Review
Verified User
Incentivized
Cherwell Service Management is the solution if you are looking for a user-friendly ITSM tool. We use it for service requests/incidents, change, and problem management. The GUI is user-friendly and is easy to modify as per the company requirements. Data stored, can be extracted in all forms of reports and dashboards in order to showcase the trends for the last few months.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use cherwell for change management in our company. It has very useful features for tracking the support tickets and the changes going in deployment. However the workflow of the change process once the change is submitted needs some more user friendly screens. Creating a change ticket is very much user friendly but after change is submitted and navigating the change to different state is bit cumbersome.
Score 9 out of 10
Vetted Review
Verified User
We utilize Cherwell as our central IT ticket tracking system across the entire organization. Optional services we employ via Cherwell are Cherwell Service Management(CSM), Cherwell Asset Management, Change Management, Problem Management, Facilities Management, Housing Management, and Safety Management. Cherwell Service Management allows us to work intermittently across all IT Departments. This allows us to keep to ITIL Guidelines and best practices. We use CSM for Front and Back end development, providing services for our customers via Customer Service Catalog, keeping all users informed of any service interruptions, reporting and audit purposes, and ticket management to meet SLA's. As a Technician in our in-house IT Service Management team, I primarily manage Cherwell for Help/Service Desks and implementing mAPP's/developing services for our organization.
Megan Hartz | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We use Cherwell Service Management for our main IT workflows including Incident, Service Request, Customer Self-Service, Change Management, and Asset Management. In addition, IT supports the use of Cherwell for Enterprise Service Management in core functions like HR, Finance, and Student for service desks and customer self-service. Finally, Cherwell is used as a business process engine for a variety of unique workflows that support all the areas already mentioned but also research services, auxiliary services, and healthcare customer service. We use Cherwell in many situations where the business function needs a quick turnaround on digitizing a workflow, setting up a business unit for service ticketing, or the business function is so unique that a custom application is required.
Rand Habegger | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Our organization uses Cherwell as a white-labeled ticketing system for all IT-related needs, facilities needs, and specific things like new hire requests that involve HR, Facilities, and/or IT support. As a user in our in-house Marketing team, I primarily interact with Cherwell for IT tickets (usually issues that demand a quick response).
July 21, 2021

Cherwell Review

Score 7 out of 10
Vetted Review
Verified User
Incentivized
Cherwell is used extensively throughout the organization so that users can log service requests for Human Resources. For the Information Technology department, it is used for service delivery and asset management.
It is able to direct requests that are made to the correct team and manage massive inventories of stock with most of this being done without the need for any programming skills.
Aidan Wick | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Cherwell [Service Management] is used for IT Service Management, as well as Facilities Management, Pipeline Regulatory Management, and HR Service Management. Cherwell [Service Management] allows the company to work on tasks across departments, and keep end users informed of any service interruptions. Cherwell [Service Management] is heavily used for audit and regulatory purposes, and for recording historical work for any problem remediation.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Cherwell Service Management is used to track all the tickets created for incidents, change requests, and service inquires within the IT and Tech related sectors of our business. Anyone in the company has access to it from a ticket submission standpoint and managers and above have more in-depth access to the software to manage all of those requests in one place, get reporting, and monitor status/progress.
July 20, 2021

Cherwell - ITSM

Keene Marin | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
The Wisconsin DNR uses Cherwell as an Agency underneath the primary organization - the Wisconsin DOA. It is used throughout enterprise IT, but implemented only in that capacity, and is not used by all technology support groups within the DNR. We are striving to get to full usage of all available implemented features, but are not quite there yet.
David Crawford | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User
Incentivized
We used Cherwell as our central IT ticket tracking system across the entire university. It was also used in a minor setting to track room usage by some departments, but its main function was IT ticket submission. We had several positions (help desk phone calls, lab technicians, etc) that used Cherwell portals we designed to submit issues only, and these issues would escalate where appropriate to other departments like ours.

Cherwell addressed the void we had of not having a central tracking system for IT issues. We used to only use emails for work assignment and tracking for all faculty and student IT problems. This was meant to replace that entirely.
May 11, 2021

CSM is great!

Score 10 out of 10
Vetted Review
ResellerIncentivized
We work closely with Cherwell Service Management, it is used company-wide. Cherwell Service Management is a huge asset to our company, we have used every aspect of CSM. We have customers that use CSM for their companies and I have yet to hear any negative feedback. Cherwell Service Management was acquired by Ivanti and will be an even bigger asset now.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We are using Cherwell SM across the organization to address all the operational tickets that we will be receiving on a daily basis. The support team and all the other high-level engineers using the CSM as a one-stop portal to have a clear outline of the organizational ticketing dashboard and also to access all the knowledge-base articles.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Cherwell Service Management tool is used by our entire corporation for two reasons:
1. Service Request/Incident management
2. Change request management

It allows users to log IT service requests/incidents and track their statuses.
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