Cherwell - Highly Extensible Outside of ITSM to Enterprise Service Management
July 21, 2021

Cherwell - Highly Extensible Outside of ITSM to Enterprise Service Management

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

Overall Satisfaction with Cherwell Service Management

Cherwell [Service Management] is used for IT Service Management, as well as Facilities Management, Pipeline Regulatory Management, and HR Service Management. Cherwell [Service Management] allows the company to work on tasks across departments, and keep end users informed of any service interruptions. Cherwell [Service Management] is heavily used for audit and regulatory purposes, and for recording historical work for any problem remediation.

Pros

  • IT Change Management
  • Facilities Management
  • IT Incident and Service Fulfillment

Cons

  • Better Enterprise Service Management (ESM) Support
  • Better Bug Reporting Processes
  • Better Security
  • Consolidated Disparate Custom Apps
  • Enhance Service Desk Functionality
  • Great Support for External Audits
  • IBM Service Delivery Manager (Discontinued), BMC Helix ITSM (Remedy) and Salesforce CMS
Much more customizable than other products, especially when ran in a self-hosted environment. Cherwell [Service Management] allows for greater flexibility of custom development and integrations to allow for automating tasks that traditional ITSM apps are not well suited for. Cherwell [Service Management] gives you the freedom to develop your own objects with minimal licensing costs.

Do you think Cherwell Service Management (discontinued) delivers good value for the price?

Yes

Are you happy with Cherwell Service Management (discontinued)'s feature set?

Yes

Did Cherwell Service Management (discontinued) live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Cherwell Service Management (discontinued) go as expected?

Yes

Would you buy Cherwell Service Management (discontinued) again?

Yes

Cherwell [Service Management] is well suited out-of-the-box for all things IT Service Management, from Incident and Service Request management, to Change, to Asset and Configuration Management. With Cherwell's official FSM module, it is also well suited for Facilities Management. I see Cherwell's vision with the HRSM module, but more work needs to go into it for it to be able to compete with existing HR solutions. With custom development, Cherwell is also great at custom webpages using a WYSIWYG style.

Cherwell Service Management (discontinued) Feature Ratings

Incident and problem management
8.9
Organize and prioritize service tickets
10
Expert directory
10
Service restoration
6
Self-service tools
10
Subscription-based notifications
8
ITSM collaboration and documentation
8
ITSM reports and dashboards
10
ITSM asset management
10.0
Configuration mangement
10
Asset management dashboard
10
Policy and contract enforcement
10
Change management
10.0
Change requests repository
10
Change calendar
10
Service-level management
10

Comments

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