Cherwell, track well, and report well
October 03, 2016

Cherwell, track well, and report well

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Cherwell Service Management

We've started to use Cherwell Service Management in the last year, as our old IT ticketing system didn't have the complexity we needed in today's IT world. We use it for incident reporting, service requests, and are phasing in change management; we've used it internally for our own tracking, and are just starting the phasing in so our end users can start filling in their own tickets.
  • Excellent tracking and reporting
  • Allows customers to enter in their own tickets
  • Allows analysis of where our problem points are in resolving incidents
  • Helps us better manage change requests
  • Initial set up, if you are not familiar with service catalogs can be painful. The out of the box suggested ones are a starting point, but could have more breadth.
  • Similarly, you have to know your business processes well to set up escalation and workflow; and setting them up can be a little time consuming.
  • It's also helpful to set up forms to help ensure tickets are going to the right team - and you have to understand basic programming logic to set them up; you also need a bit of design experience to make them user friendly. These don't always go hand in hand within one person; it would have been helpful to have more sample forms.
  • Some of the included color schemes are not ADA friendly, and they all should be.
  • It has helped us identify key areas where we need to improve our response time.
  • We've been better able to identify change requests and keep track of them, as they are usually a longer processes.
  • It allows our customers to see where in process their ticket is.
We found for the price, Cherwell offered a depth and breadth of solutions that no other company could match. Other companies either didn't have the customer portal, or didn't have the depth of reports, or the ability to customize your view; some didn't include asset management (which was critical to us).
If you have the knowledge about service catalogs, business processes, and have both programmers and designers available to help with this implementation, you should have an easy time setting this up. You'll also need a good understanding of all your functional groups and what each is responsible for to set up your groups and users.

Cherwell Service Management Feature Ratings

Organize and prioritize service tickets
Expert directory
Service restoration
Self-service tools
Subscription-based notifications
ITSM collaboration and documentation
ITSM reports and dashboards
Configuration mangement
Asset management dashboard
Policy and contract enforcement
Change requests repository
Change calendar
Service-level management