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