Item: Cherwell Service Management (discontinued)
Rating: 5
Author: Verified User

Overall Satisfaction with Cherwell Service Management

Use Cases and Deployment Scope

It is used campus wide. We use it mainly to manage/tracking technology and physical facilities incidents and delegation of work..

Pros and Cons

Pros

I really like that when repetitive requests come in we can create a problem ticket and then communicate with all requesters under one incident.
I like the flexibility in being able to add journal notes, assign tasks and one having one place to look for all information on a project. It's simple but I like that we can attach documents.

Cons

I would like to see more project management aspects incorporated. The ability to track progress on a timeline/graph. We've customized a template for office moves but are limited in the number of steps it will track before I need to add another incident.
I want the contact information to be more robust so that multiple people can be added to an incident and e-mailed at once instead of having to type in names in emails over and over again.
Resolution description is buried in the e-mail template that we send.

Return on Investment

The largest ROI has been documentation of work and increasing staff productivity.

Other Software Used

EMS Software, Moodle, Ellucian Advance, Google Drive, Microsoft 365 Business

I think it's great if you want to track simple incidents and tasks for workers. It's a great tool for management if workers have access to technology when they are working. It is harder for employees who do not carry personal devices with them or have to track down a computer to resolve or track journal notes.

Cherwell Service Management (discontinued) Feature Ratings

Comments

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Product meets basic needs.