Item: Cherwell Service Management
Rating: 6
Author: Verified User

Use Cases and Deployment Scope

It is used to track tickets and incidents company-wide in an IT setting. It allows us to track incidents, requests, and anything else that could come our way. It also provides stats for a bunch of different stats including follow-ups, requester, request time taken, and allows for additional training.

Pros and Cons

Simple once configured
Many possibilities for data
Easy for users

Very resource intensive
Can be overwhelming at first
Reporting can be a bit wonky at times

Return on Investment

A large push back at first when coming from Track-It!
Able to see a large amount of data after a few clicks
The data is very complex at times

Alternatives Considered

BMC Track-It!

Cherwell allows for much more customization then Track-It!, almost to a fault. Track-It! was a bit more simple which was good for some of our lower skilled users that were a large portion of the push back when switching over to Cherwell. We also got a good deal on Cherwell when compared to what Track-It! offered.

Other Software Used

Zoom, Google Analytics, Skype for Business

Likelihood to Recommend

The main use of Cherwell would be to watch productivity at a high level and use that to inform new business ventures or IT ventures. If you just [need to] see the data without finding the root causes of incidents then it could be a waste of time and money. Luckily we have great admins that are able to help with this data.

A user's perceptive of Cherwell

Overall Satisfaction with Cherwell Service Management