TrustRadius
Cherwell is the best value for your investment
https://www.trustradius.com/it-service-management-itsmCherwell Service ManagementUnspecified6.673101
Hermes Mosquera profile photo
October 07, 2019

Cherwell is the best value for your investment

Score 8 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Cherwell Service Management

Cherwell is the framework for the ITSM/ITIL initiative in the organization. It's being used a the system for Incident, Problem, Change management and it is expanding as the Configuration Item and Knowledge management.
  • Incident Management.
  • Change Management.
  • Integrating with other systems.
  • Web front end.
  • Unified client.
  • Support for web technologies.
  • IT Service Center call take improved considerably, about 70%.
  • Incident resolution time improved drastically.
  • IT service transparency and user satisfaction increased.
Cherwell scope is broader than JIRA, It is not only focused on issue/bug resolution, it goes beyond that.
Cherwell support replied almost immediately to your support request.

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?

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?

Yes

It is well suited for the Customer Service Portal and Customer Service Fulfillment along with Change Management. The framework allows you easily to grow out of IT.

Cherwell Service Management Feature Ratings

Organize and prioritize service tickets
9
Expert directory
8
Service restoration
8
Self-service tools
9
Subscription-based notifications
8
ITSM collaboration and documentation
10
ITSM reports and dashboards
10
Configuration mangement
9
Asset management dashboard
8
Policy and contract enforcement
7
Change requests repository
10
Change calendar
8
Service-level management
10