Item: Cherwell Service Management (discontinued)
Rating: 7
Author: Andrew Breyen

Overall Satisfaction with Cherwell Service Management

Use Cases and Deployment Scope

We use Cherwell Service Management in our organization to manage Help Desk tickets and assign them to the appropriate group and person in our IT Department. Cherwell Service Management is also used to track computer and other IT Services property inventory, where it is, who has it, the costs that are associated with it.

Pros and Cons

Pros

Ticket Tracking
Asset Management
Communication between IT Groups

Cons

Sometimes it can be slow
The search function can be confusing
Editing of email templates is not easily apparent

Return on Investment

Previously, our helpdesk manager solely used email to track ticket times, assignments, etc. But that results in a lot of emails that can easily be lost. Cherwell puts it all inside of an app, and all emails are sent from the generic helpdesk email.
Cherwell makes it much easier to track tickets, and collaborate with team members as well as other teams
Cherwell Asset Management ties into Cherwell Service Management to keep track of node numbers and what is being used

Alternatives Considered

N/A

Other Software Used

Jamf Pro, Bomgar Remote Support Software, Symantec Ghost Solution Suite

Likelihood to Recommend

It makes it easy to ticket track with our IT Department. Cherwell Service Management ties into our helpdesk email account, so whenever someone sends an email to our helpdesk, a ticket is automatically created, classified, and the user gets an automatic response saying that their request has been received and it should be resolved shortly.

Cherwell Service Management (discontinued) Feature Ratings

Comments

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Ease of Ticket Tracking