Product meets basic needs.
Anonymous | TrustRadius Reviewer
October 18, 2018

Product meets basic needs.

Score 5 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Cherwell Service Management

It is used campus wide. We use it mainly to manage/tracking technology and physical facilities incidents and delegation of work..
  • 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.
  • 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.
  • The largest ROI has been documentation of work and increasing staff productivity.
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 Feature Ratings

Organize and prioritize service tickets
7
Expert directory
4
Service restoration
Not Rated
Self-service tools
6
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
4
Configuration mangement
Not Rated
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change requests repository
3