Cherwell Review
October 02, 2019

Cherwell Review

Catherine Stevens | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Cherwell Service Management

Cherwell is used within the IT department, across Service Desk, Desktop Management, IT Business Services, Information Security, Infrastructure, and Systems Administration. It tracks service requests, incidents, and changes.
  • Customization - if you can think it (and have time to develop it) you can do it.
  • Good ITSM solution OOTB and can be implemented quickly for most common needs.
  • Good user group and customer engagement.
  • Mobile app.
  • Responsive design/ADA.
  • Calling customer support.
  • Allows us to reduce staffing.
  • Automation of common requests/workflows.
Cherwell Service Management had more flexibility and could be managed by a non-programmer. Also was on-prem for security consideration.

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

BeyondTrust Remote Support (formerly Bomgar), McAfee ePolicy Orchestrator, Avaya Communicator
Cherwell is suited to routine workflows, service request management, and HelpDesk management.

Cherwell Service Management Feature Ratings

Organize and prioritize service tickets
10
Expert directory
8
Service restoration
8
Self-service tools
9
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
9
ITSM reports and dashboards
8
Configuration mangement
8
Asset management dashboard
8
Policy and contract enforcement
Not Rated
Change requests repository
9
Change calendar
8
Service-level management
8

Cherwell Service Management Support

Sometimes it's difficult to get a timely response from the help desk.