Cherwell Changed my Life
Updated February 04, 2015

Cherwell Changed my Life

Denise Naylor | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Version 4.60b1

Modules Used

  • Incident/Request
  • Problem

Overall Satisfaction with Cherwell Service Management

Cherwell is being used by 170+ teams, and 1,700+ technicians across the organization for Incident/Request Management. Incident/Request Management is being used by business areas such as Client Relations, Human Resources, Facilities, and Information Technology, to name a few. In addition, some affiliated sister companies are using Cherwell Incident/Request Management as well.
The business problem being addressed by using Incident/Request Management is to provide tracking, metrics/reporting, and accountability. Teams within the organization have been transitioning from using a team mailbox in Outlook to using Cherwell to manage requests which provides real time tracking and metrics at a glance.
Cherwell is able to provide a customized "dashboard" view that provides teams and business leaders with an easy to read, high level overview of key items which are definable on a team by team basis.
Problem Management is being utilized by the Information Technology team.
Change Management is currently under configuration and is anticipated to be implemented within the next few months.

Pros

  • Metrics/Tracking
  • Providing a real time, high level overview via the Dashboard
  • Friendly User Interface

Cons

  • Customer Service response time
  • Bugs - simple functionality that worked prior to a new release sometimes don't work after the release
  • Increased efficiency
  • Faster turn times
  • More accurate reporting for productivity based incentives
I have administered Altiris in the past. In comparison, Cherwell offers codeless customization which allows for fast and simple configuration. Most changes requested by a specific business area are typically able to be completed within the same day of receiving the request.
We are able to offer different business areas the option to define the key items that are added to their dashboard view to include, counts, lists, charts, and a number of other options.
As an administrator, I've rarely been able to not provide a view, process, or function that a team has requested for their Incident/Request management process.
Cherwell is extremely intuitive and user friendly. It follows the ITIL lifecycle and provides the technician with a step-by-step process for fielding a request.
Specifics scenarios where Cherwell is well suited is for Incident/Request management when multiple team members are fielding multiple requests from multiple sources. Another scenario where Cherwell is well suited is when metrics/reporting are required, as well as automated tracking/accountability. Cherwell would be less appropriate to track requests where an individual employee is fielding the requests.

Key questions to ask during the selection process are:
  • What is the issue being solved for?
  • What is the current process?
  • What is the desired outcome?

Using Cherwell Service Management

Over 15 business units across the company use Cherwell to manage their day-to-day requests.

Some of the business areas are:

Information Technology
Capital Markets
Facilities
Human Resources
Mortgage Operations

While we have approximately 1,600 technicians fielding requests through Cherwell, we have 10,000+ team members submitting requests that get routed through Cherwell.
The transition from Altiris to Cherwell was seamless. Of course there were tweaks and modifications post initial rollout, however, there has been virtually zero downtime since implementation two years ago. The adoption rate has been amazing. The ease of use and functionality of the software continues to spread across the organization by word of mouth. The demand for Cherwell implementation for teams currently using a team mailbox Outlook to field requests is high. There's no greater compliment than having a list of teams that will patiently wait two to three months for a software solution to be implemented because the waiting list is so long. That's when you know you have a solid product.

Cherwell Service Management Reliability

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