Item: Cherwell Service Management
Rating: 8
Author: Denise Nohner

Use Cases and Deployment Scope

We use Cherwell for both Incident Management and Change Management. It's only across the entire organization because of requests to the helpdesk.

Pros and Cons

Standard Change Templates - importing existing templates is quite easy, and nominating new Normal changes into a template is a great easy process as well.
Saved searches - When the reports don't quite give you what you need, searches are wonderful! Using the search function also gives a better depth of knowledge into what fields belong to which places in the database.
Support requests - this has been a great way for our IT guys to resolve "customer" issues quickly and in some semblance of order.

Back-end workflows need to speed up. Some of them seem very slow.
Aesthetics - viewing on some of the dashboards cuts the words off, which makes it difficult to use those graphs for reporting purposes.
I don't really have a third option - I haven't used the software quite that long yet.

Return on Investment

I don't have insight into these items, I'm sorry.

Alternatives Considered

I haven't used anything else that really compares. We converted out of Microsoft SharePoint into Cherwell for change management, and my life is MUCH easier now.

Support Rating

I haven't used Cherwell support - everything I do goes through my admin.

Key Insights

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?

I wasn't involved with the implementation phase

Would you buy Cherwell Service Management again?

Yes

I am still going to praise the standard template process. it's great! Using an existing approved Normal change, and nominating it into a standard template is quite easy. The only thing that could be easier is having an easy view of which templates are awaiting approval. I had to create a saved search for that.

Overall, a really good product

Overall Satisfaction with Cherwell Service Management