Item: Cherwell Service Management
Rating: 8
Author: PAULIUS BUCINSKAS

Use Cases and Deployment Scope

Cherwell Service Management tool is used by our entire corporation for two reasons:
1. Service Request/Incident management
2. Change request management

It allows users to log IT service requests/incidents and track their statuses.

Pros and Cons

Allows users to submit structured and clear service request or incident report tickets.
Easy to see all updates and track work done on the ticket.

Slow overall performance.
Not all search parameters available in dashboard creation option.

Return on Investment

With this tool, all teams have a clear escalation path and are able to resolve escalations more efficiently.

Support Rating

Support team for the tool was good and professional. All needed improvements or updates were done in a timely manner.

Key Insights

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?

I wasn't involved with the implementation phase

Would you buy Cherwell Service Management again?

Yes

Other Software Used

Box, Zoom

Likelihood to Recommend

If you have multiple support teams in your organization, this tool is great for incident/service request handling. Tool also great for dashboard and reports creation.

Great Tool For Service Request/Incident Management And Reporting.

Overall Satisfaction with Cherwell Service Management