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Customizable and no code!
Updated July 23, 2021

Customizable and no code!

Chris Meunier | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Overall Satisfaction with Cherwell Service Management

We use it to manage it, finance, facilities, onboarding. it has reduced the amount of time it takes for us to onboard and to manage the creation of new users.
  • Customizable.
  • No code.
  • Powerful
  • Software is buggy.
  • It's quirky.
  • Hard to predict if something you think should work, will work.
  • Speeds up processes.
  • Less human work needed.
N/A

Do you think Cherwell Service Management delivers good value for the price?

Not sure

Are you happy with Cherwell Service Management's feature set?

Yes

Did Cherwell Service Management live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Cherwell Service Management go as expected?

Yes

Would you buy Cherwell Service Management again?

No

It's great for automating processes but hard to work with.

Cherwell Service Management Feature Ratings

Incident and problem management
8.1
Organize and prioritize service tickets
9
Expert directory
8
Service restoration
8
Self-service tools
8
Subscription-based notifications
8
ITSM collaboration and documentation
8
ITSM reports and dashboards
8
ITSM asset management
8.0
Configuration mangement
8
Asset management dashboard
8
Policy and contract enforcement
8
Change management
8.0
Change requests repository
8
Change calendar
8
Service-level management
8

Using Cherwell Service Management

5000 - We have Students, Faculty, IT, Finance, Marketing, HR, etc
1 - Just little ol me.
  • Employee Onboarding
  • Processing student and staff IT requests and incidents
  • Processing Recognition of Prior Learning requests
  • Built a system to process RPL requests, saving the staff a lot of time.
10 because that is what the organization wants.

Evaluating Cherwell Service Management and Competitors

Yes - ReadyDesk because it was very basic and did not provide tasks, problem, change management, etc.
I was not part of the decision making process.
Would test a product extensively before buying into it.

Cherwell Service Management Implementation

Implementation seemed to go well.
  • Third-party professional services
  • Not aware of any

Cherwell Service Management Support

Support is sometimes slow and doesn't always have a fix.
ProsCons
Good followup
Knowledgeable team
Problems get solved
Immediate help available
Slow Resolution
Not kept informed
Need to explain problems multiple times
Slow Initial Response
Yes - Yes and No. Seems to just become a Development Request and may get implemented in a future release.

Using Cherwell Service Management

It is very powerful, but is buggy and quirky. Can be difficult to work with.
ProsCons
None
Unnecessarily complex
Difficult to use
Requires technical support
Inconsistent
Cumbersome
Feel nervous using
Lots to learn
  • Dashboards
  • Searches
  • Exporting
  • Building complex solutions
  • Reporting
  • System Stability
Yes - They used to but I think it is discontinued. It seems like a third party - SigmaGo - has taken on providing a mobile app. At an additional cost, I should add.