Item: Cherwell Service Management
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We are using Cherwell SM across the organization to address all the operational tickets that we will be receiving on a daily basis. The support team and all the other high-level engineers using the CSM as a one-stop portal to have a clear outline of the organizational ticketing dashboard and also to access all the knowledge-base articles.

Pros and Cons

Easy to navigate.
All-in-one console.

Multiple sequences.
Connectivity issues on the back end system (for on-prem installations).

Return on Investment

CSM enhanced the customer satisfaction with the faster response rates.
It enables us to store all our KB articles that the 1st level support could use frequently.

Alternatives Considered

BMC Helix ITSM (Remedy)

Though there are other competitive products that are more powerful and faster than Cherwell Service Management - we've been using CSM due to the price point.

Support Rating

Since we've on-prem hosted CSM, we'll contact our partner for any tech/troubleshooting issues that may occur. However, direct customer support from Cherwell is appreciatable comparing to the others.

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?

Yes

Would you buy Cherwell Service Management again?

Yes

Other Software Used

Lansweeper, SolarWinds N-central, Veeam Backup & Replication, Veeam Backup for Microsoft Office 365

Likelihood to Recommend

Though the Cherwell Service Management offers multiple benefits to the organization, it's pretty slow in response while comparing it to the other competitive service management systems out there. Since we are using the on-prem hosted version of Cherwell SM, we are experiencing frequent service outages as well as user login issues to the portal.

One-Stop Portal For Service Management

Overall Satisfaction with Cherwell Service Management