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Cherwell Service Management Review
Updated July 23, 2021

Cherwell Service Management Review

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

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

Incident and problem management
7.5
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
ITSM asset management
Not Rated
Configuration mangement
Not Rated
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change management
8.0
Change requests repository
8
Change calendar
8
Service-level management
8

Using Cherwell Service Management

150 - We use Cherwell to handle all of our Incident and Service requests across the company. We also have leveraged some customization to create all of our workflows and process management in cherwell as well. This covers everything from initial requests from users all the way up to requests between departments for technical changes.
5 - We have a small team that work on the infrastructure side of the application to keep the software updated and patched. We also have a couple of developers who handle app customization as well as workflow and process creation.
  • Incident Management
  • Service Requests
  • Process Management
  • Workflow Management
  • We have leveraged it for more process control than just ticketing.
  • Used for inter departmental requests
  • We are looking into using it for Change Management
We really do like this product overall. It does take some effort to customize to fit your business case but thankfully it also allows the flexibility to do so. The only other thing we are comparing it against currently is Jira with some of its cloud functionality. We do tend to prefer Cherwell especially on the ticketing side of things since we can respond with customers easier.