Item: Cherwell Service Management
Rating: 7
Author: Rand Habegger

Use Cases and Deployment Scope

Our organization uses Cherwell as a white-labeled ticketing system for all IT-related needs, facilities needs, and specific things like new hire requests that involve HR, Facilities, and/or IT support. As a user in our in-house Marketing team, I primarily interact with Cherwell for IT tickets (usually issues that demand a quick response).

Pros and Cons

Consistent, timely notifications of status changes with a request or ticket.
Logical workflows can be be customized to guide the user through a specific request or ticket submission.
Fairly modern UI (though not entirely consistent throughout the product).

Difficult to find the right category of request or ticket type (possibly more of an internal or setup issue than with the platform itself).
Lack of a clear menu structure (Again, possibly a setup issue).

Return on Investment

Much more efficient IT support processes.
Standardization of IT support processes.
Clear process for requesting/setting up new hires creates visibility and efficiency.

Alternatives Considered

If we used an ITSM system prior to Cherwell, I'm not aware of it and wasn't involved in the purchase decision. The most common internal method of reporting IT issues and making requests prior to Cherwell at our organization was to email or IM a member of the IT support team. My understanding is that they had a ticketing system with visibility only within the IT team. There was something simple and easy about that from an end-user perspective, but it obviously was highly inefficient and chaotic for the IT team.

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

Concur Travel and Expense, Dropbox Business, Quantum Workplace Engagement Surveys and Pulses

Likelihood to Recommend

For common ticketing or request types, our instance is set up very well for efficient, intuitive submission by non-technical users. For less common issues, however, you either need to know the right terminology or stumble across the right items in the complex cascading menus or search results to find the right way to request what you need.

Cherwell: Service Management as Good as How You Implement It

Overall Satisfaction with Cherwell Service Management