Item: Cherwell Service Management
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

Currently Cherwell is being used just in the service desk. This has greatly improved the effectiveness of the service in handling incidents and outages. Several other teams are starting to look at the project tracking portion of Cherwell. We aim to get all of infrastructure using this tool.

Pros and Cons

Incident management is clear and easy to use. The business specific changes that were made, were easy to complete.
A great web portal.
Updates push out upon logging into the client.

Problem management text messaging reports are not great.
I wish Cherwell had more Mapps.

Return on Investment

Cherwell has proven to have a great ROI. We couldn't get off the other tool we used quick enough.

Alternatives Considered

We compared many tools when we were looking for a better solution. Many of the tools that we found could work, however, Cherwell included everything that we wanted out-of-box. Many of the other tools required extra bits of software for the functions that we were looking for.

Other Software Used

Bomgar Remote Support Software, Jamf Pro

Likelihood to Recommend

Any service desk would benefit from Cherwell. Any business that is looking for a tool that will support many teams' IT or not, would benefit from Cherwell. If a company already had several tools in place across many teams, it could be difficult to completely implement this across the business.

Cherwell in our service desk.

Overall Satisfaction with Cherwell Service Management