Cherwell's product innovation is unmatched.
February 03, 2017

Cherwell's product innovation is unmatched.

Kevan Welsh | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Cherwell Service Management

We use Cherwell for Incident, Problem, Knowledge, and Project management, as well as as for our HR and Facilities teams. It keeps everyone in sync with all of the compartments of IT, HR, and Facilities, tracks anything we can think of, and allows for flexible reporting to leadership as whenever necessary.

Pros

  • Blueprints and One-Steps all for maximum flexibility and endless possibilities. Password resets, account onboarding/offboarding automation, self-service portal, and many many more.
  • Form building allows virtually endless possibilities for capturing data from end users or technicians alike. Publish them in the client, the web client, or the portal and help gather requirements from the beginning to ensure efficient use of resources.
  • Report building is very easy and configurable. Build customer variables, charts, graphs, matrices, and more without having to know any coding languages.

Cons

  • The performance of the system seems process heavy. Often takes a while to load specific screens.
  • Out of the box features on upgrades seem inconsistent on when and where they are applied for fear of overwriting previous custom work done in the system.
  • Organization of one-steps could use some work. Certain folders can only be accessed from particular regions of the orange or blue pills.
  • We haven't done any analysis on ROI, but it has improved our overall efficiency drastically as an IT organization.
Cherwell can be built for literally anything. I can't think of a single area it wouldn't make sense. It is built on top of a data driven infrastructure that is highly configurable and can meet the needs of anything you can think of. Tracking phone calls, ordering of services, and reporting out all of those metrics are easy.

Cherwell Service Management (discontinued) Feature Ratings

Incident and problem management
8.1
Organize and prioritize service tickets
10
Expert directory
7
Service restoration
9
Self-service tools
6
Subscription-based notifications
8
ITSM collaboration and documentation
7
ITSM reports and dashboards
10
ITSM asset management
8.7
Configuration mangement
8
Asset management dashboard
10
Policy and contract enforcement
8
Change management
10.0
Change requests repository
10
Change calendar
10
Service-level management
10

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