Cherwell a powerful and scalable ITSM solution
October 03, 2019

Cherwell a powerful and scalable ITSM solution

Voncia Molock | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Cherwell Service Management

Cherwell is helping us to implement several ITIL processes and improve our service delivery. Our vision is to look beyond IT service management and expand and explore Enterprise Service Management and use this tool as a central hub for all staff to come for help for the various service our organization provides.

Pros

  • Capturing all of the activities involved in managing incidents in an easy to navigate way.
  • The ability to link incidents, problem and change requests to configuration items in the CMDB.
  • On steps to automate various business processes to eliminate manual processes.

Cons

  • Ease of upgrades and content.
  • Report writing.
  • Dashboard creation.
  • Positive: centralized our work intake.
  • Positive: provides for gathering data for much-needed metrics.
  • Positive: customer portal separate from the client application.
I like the fact I can select an on-premise option. ServiceNow is strictly cloud-based and does not help in our federal regulatory requirements.
Scalability.

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

Yes

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

Yes

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

Yes

Did implementation of Cherwell Service Management (discontinued) go as expected?

No

Would you buy Cherwell Service Management (discontinued) again?

Yes

I like the ability to segregate high sensitive data from the general database, especially for meeting federal regulatory requirements.

Cherwell Service Management (discontinued) Feature Ratings

Incident and problem management
8.6
Organize and prioritize service tickets
10
Expert directory
Not Rated
Service restoration
9
Self-service tools
6
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
10
ITSM reports and dashboards
8
ITSM asset management
8.3
Configuration mangement
10
Asset management dashboard
10
Policy and contract enforcement
5
Change management
9.0
Change requests repository
10
Change calendar
7
Service-level management
10

Comments

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