Cherwell Rocks!
October 01, 2019
Cherwell Rocks!
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Cherwell Service Management
Cherwell is being used by our managed services department to assist with our several practices (intel, Power I-series, Power AIX, networking, Converged (Compute)).
Our management accesses it here and there for KPI and other important metrics. We also create customized customer dashboards for use on the self-service portal. Beyond that, we also generate ticket reports for our SDMs and other customer relations employees.
Our management accesses it here and there for KPI and other important metrics. We also create customized customer dashboards for use on the self-service portal. Beyond that, we also generate ticket reports for our SDMs and other customer relations employees.
- Incident Management
- Change Management
- Problem Management
- The Web UI
- Overall UIX
- CMDB
- Positive - reduced amount of ticket touches via automations for our third-party ServiceDesk. Meaning less money we have to give them for ticket touches.
- Reducing Change collisions, therefore ensuring service up-time meaning more consumption and overall better experience.
I believe Cherwell is trying to do something different than ServiceNow and because we are an MSP, we benefit greatly from that. On paper, ServiceNow is very powerful and can integrate with almost anything, but Cherwell is not far behind in that realm - and in the next year or so may even surpass them.
Do you think Cherwell Service Management delivers good value for the price?
Yes
Are you happy with Cherwell Service Management's feature set?
Yes
Did Cherwell Service Management live up to sales and marketing promises?
Yes
Did implementation of Cherwell Service Management go as expected?
Yes
Would you buy Cherwell Service Management again?
Yes