Cherwell Service Management

Cherwell Service Management

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Top Rated
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Score 7.9 out of 100
Top Rated
Cherwell Service Management


Recent Reviews

Cherwell Review

7 out of 10
July 21, 2021
Cherwell is used extensively throughout the organization so that users can log service requests for Human Resources. For the Information …
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Cherwell - ITSM

8 out of 10
July 20, 2021
The Wisconsin DNR uses Cherwell as an Agency underneath the primary organization - the Wisconsin DOA. It is used throughout enterprise IT, …
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CSM is great!

10 out of 10
May 11, 2021
We work closely with Cherwell Service Management, it is used company-wide. Cherwell Service Management is a huge asset to our company, we …
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TrustRadius Award Top Rated 2022
TrustRadius Award Top Rated 2018

Popular Features

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Organize and prioritize service tickets (46)


ITSM reports and dashboards (45)


Self-service tools (45)


ITSM collaboration and documentation (42)


Reviewer Pros & Cons

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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, visit…


  • 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 Jira Service Management (Jira Service Desk)?

Jira Service Management (formerly Jira Service Desk, now including features from the former Mindville Insight, acquired by Atlassian in June 2020) is a service desk software that is purpose-built for IT, service, and support teams. The software provides everything IT and support teams need out-of…

Features Scorecard

Incident and problem management


ITSM asset management


Change management


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 Competitors

Cherwell Service Management Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo


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Frequently Asked Questions

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.

What is Cherwell Service Management's best feature?

Reviewers rate Organize and prioritize service tickets highest, with a score of 9.8.

Who uses Cherwell Service Management?

The most common users of Cherwell Service Management are from Enterprises (1,001+ employees) and the Information Technology & Services industry.


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July 21, 2021

Cherwell Review

Score 7 out of 10
Vetted Review
Verified User
Review Source
It is great. We rarely experience any performance issues and when we do they are attentive and responsive. There are is an active support forum and quarterly user group meeting. These are great for innovation and idea-sharing on how to get the most out of the system. Bear in mind that you are using a cloud system and some of the issues that you may have might be with your own internal network.
Jane Updegraff | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Cherwell technical support is superior. Even when they don't know the answer to something they will find out how to help you.

We had a disappointing experience just after purchase because our salesman failed to include an implementation package into our purchase. This was in violation of Cherwell's own policy so we never found out why he did this. If it would have been a self-hosted instance, it probably would have been OK, because I just would have set it up myself using their (surprisingly good) self-help implementation documentation. But it was NOT self-hosted, it was hosted at Cherwell-on-Demand. So I didn't have access to their server where it needed to be implemented.

I was waiting for someone at Cherwell-on-Demand to contact us to get us rolling, and no one ever did, because our salesman did not hand us off to the implementation team. So I called technical support. They were very confused at first because they kept asking me who were were working with on the implementation team. Once I finally got them to the point of understanding that we had no implementation help whatsoever, they were amazing. They went way past their normal role and even the manager of the entire Cherwell support team in Denver got involved. They got me the help that I needed (which really wasn't much help, just turning on the hosted server and setting up a connector) quickly and apologized to me for the salesman's failure.

This implementation help is just a first example, however. I've opened about three or four tickets (for regular operational issues and routine maintenance) since we've been using Cherwell over the last 3 years and in every case, I got the answer I needed quickly and all of my questions were answered.
October 01, 2019

Cherwell Rocks!

Score 8 out of 10
Vetted Review
Verified User
Review Source
We generally have a good time with Cherwell support, however, there are the few niche cases where I have to explain how Cherwell works to the customer support agent on the other end. A little more product education for tier 1 support could go a long way in helping expedite support requests from SaaS customers.