Cherwell Service Management - More Bang for the Buck
Updated April 08, 2015

Cherwell Service Management - More Bang for the Buck

John Alexander | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version


Modules Used

  • CMDB, Incident, Change, Problem, Inventory

Overall Satisfaction with Cherwell Service Management

We utilize Cherwell for our IT inventory (CMDB), Incident Management, Problem Management, Change Management and Inventory collection. Since we are a Healthcare organization, and are audited by various agencies, we need to track our system Changes and Problems which often spawn from Incidents. We use CMS to document this and our internal customer requests.
  • Customization is easily done and upgrades do not affect them if done within the CSM toolset.
  • Our internal staff find the product very intuitive.
  • The built-in knowledge base is very helpful.
  • While the Reporting module is very comprehensive, it is not easily understood.
  • Move to production scenarios should be more inclusive of all pieces of the product.
  • The online documentation has come a long way, but still is lacking at times. I have too many "how to" questions that cannot be answered through it.
  • Much better customer service though the automatic actions like email confirmation or logging.
  • Increased employee satisfaction and efficiencies through the products automation opportunities.
Less expensive than most, easier to use and administer, flawless upgrades and many automation features.
Out of the box it is well suited for most organizations, and the customization is icing on the cake.

Using Cherwell Service Management

We have found the product so easy to use and support, that it is an easy decision to renew.

Cherwell Service Management Implementation

Cherwell Service Management Reliability