Manage all your IT related tickets, change request, and service Inquires in one simply place
Updated July 21, 2021

Manage all your IT related tickets, change request, and service Inquires in one simply place

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Cherwell Service Management

Cherwell Service Management is used to track all the tickets created for incidents, change requests, and service inquires within the IT and Tech related sectors of our business. Anyone in the company has access to it from a ticket submission standpoint and managers and above have more in-depth access to the software to manage all of those requests in one place, get reporting, and monitor status/progress.
  • Manages all issues and changes in one place..
  • Great job of tracking and time management to resolution.
  • Allows managers to quickly and easily see what is assigned to all members of their team and who's responsible for what.
  • The user interface could definitely use some improvement.
  • Lacks areas for descriptions of what teams handle which problems.
  • Compared to our old software it's very streamlined and organized.
  • We seen a better resolution response time for closing tickets.
  • We no longer have the need for multiple ticket systems.

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?

Yes

Did implementation of Cherwell Service Management go as expected?

Yes

Would you buy Cherwell Service Management again?

Yes

As a manager of 8 engineers who frequently create or have tickets, changes, or requests assigned to them, Cherwell Service Management does a great job of helping us manage all of that work in one place. I can easily see what's assigned to my team and who's responsible for it. It also does a good job of time tracking from start to finish and alerts us as to when items have gone past their required response time that the company sets. It can be a little overwhelming from a UI standpoint to those that are less technical but it works well.

Cherwell Service Management Feature Ratings

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

Using Cherwell Service Management

1000 - Cherwell Service Management is used by anyone having anything to do with our IT systems or technology used to run our business. It's used for internal and external ticket tracking.
30 - Cherwell Service Management is support by our IT group and the folks that management the tickets and backlog of work. Since we use this to manage all tech related or production related support issues it's general management by folks that have a good understanding of the IT related functions of our business.
  • Entry and tracking of tickets assigned to various departments in our company
  • Monitoring of time to resolution and escalation of issues
  • Categorization and reporting against all tickets entered in the system
  • Has become very handy for Team Leads and Managers to track what tickets are assigned to their group and the priority level of each
  • The time to resolution and response time tracking we're using more than we expected to
  • We may start using this to track product releases or code fixes
  • Based on it's reporting features we may tie this into some of our other reporting and presentation software to create dashboards for our leadership
So far we've been really happy with Cherwell Service Management. We are aware that there are cheaper solutions out there and cost is always a factor. As we continue to dial it in and make improvements one thing we'd like to see is a better way to classify and categorize the work. For first time users it can be quite confusing to get your tickets assigned to the correct group with an organization as large as ours.