Best Help Desk System for the Money around!
February 08, 2017

Best Help Desk System for the Money around!

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

Overall Satisfaction with Cherwell Service Management

It is being used for incident, problem and service request management throughout the State of Oklahoma's IT departments. It aids the state in tracking requests and service levels.
  • The dashboards are amazing.
  • It is easily configured to meet your needs.
  • The reporting/searching capability is easy to use and available to all users.
  • The Service Catalog in the Customer Portal is not very user-friendly.
  • The method of making configuration changes and migrating them to production is single threaded sometimes, makes it hard to make several changes at once.
  • Positive - we have decreased our backlog of cases and are doing better at meeting our SLAs.
  • Positive - we have a better view of what all work we have to do.
We also looked at Service Now - however the cost difference between Service Now and Cherwell was so much that even with a few features we did not get with Cherwell, it was a much better value.
Well Suited - The dashboards and configuration are very well done. It follows ITIL practices very well.

Cherwell Service Management Feature Ratings

Organize and prioritize service tickets
Expert directory
Not Rated
Service restoration
Not Rated
Self-service tools
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
Configuration mangement
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change requests repository
Change calendar
Service-level management