Cherwell Service Management
September 12, 2017

Cherwell Service Management

Steve Blinston | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Cherwell Service Management

Cherwell tickets are created via email or call from hospital departments. Specific resources are then created a task within the Cherwell ticket. Detailed information is then supplied within the Cherwell ticket, once the ticket/task has been closed, an email is then sent to the initial requestor who requested the ticket to be created. Also time tracking is added with the Cherwell ticket.

Pros

  • The Cherwell application has multiple processes to supply the requested information and the resolved information.
  • Time Tracking is added, the cost can then be submitted to the hospital.
  • Documentation can also be uploaded within the assigned ticket, to supply information to other tasked resources.

Cons

  • The application is very good.
  • This weekend the current version was upgraded.
  • Senior management can supply full information of the time tracking with the associated ticket numbers.
  • Positive: Hospital Incident supplied to Cherwell Service Management, task assigned immediately to the specific resource
  • Positive: Hospital Request supplied to Cherwell Service Management, meetings to discuss the requirements and financials.
  • Positive: The time tracking data is supplied into a SQL DB, a report is then reviewed by TransForm SSO and supplied to specific hospitals
Five years ago a service desk application was used, not a very good process. No available application to TransForm SSO resources, emails were distributed to specific TransForm SSO resources....email responses sent to tech support and hospital requestors.

The Cherwell Service Management application is installed within Citrix, this is then available for all TransForm SSO resources to resolve any requested issues or service requests. Hospital resources can connect to the Cherwell Service Management website and supply information for the incident or service request

Within the Cherwell Service Management Application, the Record Details supply the Record Type; Service Type; Priority 1 to 5 and scheduled date to be completed.

Cherwell Service Management (discontinued) Feature Ratings

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

Comments

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