Cherwell Service Management Review
Anonymous | TrustRadius Reviewer
Updated February 18, 2020

Cherwell Service Management Review

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Cherwell Service Management

We use it as our primary ticketing system between our different IT departments to allow us effectively communicate and pass along problems.
  • It has a lot of flexibility in terms of dashboard customization.
  • You can customize ticket workflows to send them to particular teams in order.
  • Effective use of metrics to make sure you are hitting your deadlines.
  • It isn't the best looking application overall.
  • It can be finicky when it comes to customization. You have to spend some time to get the results you are looking for.
  • Some of the navigation can be a bit confusing, using search function can sometimes be more difficult due to the level of granularity they want.
  • I think it has had both its ups and downs. As I mentioned before it really can be a flexible tool but you need to spend the time with it.
  • I think if we had more resources as a department we could use this tool to much greater effect.
Both products seem to be a bit more out of the box ready but lacked the customization that we were looking for and the workflows specifically from Spiceworks. All of the products would work if you are willing to change your functionality to match what they offer but we preferred to make it match us.
I think if you have the time to spend making this product into what you want and adapt it to your environment you will be in a really good place. If you are looking for a purely out of the box solution it might not be the best product for you.

Cherwell Service Management Feature Ratings

Organize and prioritize service tickets
8
Expert directory
Not Rated
Service restoration
Not Rated
Self-service tools
7
Subscription-based notifications
7
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
8
Configuration mangement
Not Rated
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change requests repository
8
Change calendar
8
Service-level management
8