Cherwell , one stop ITSM tool.
April 05, 2022

Cherwell , one stop ITSM tool.

Varun Dhingra | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Cherwell Service Management

Cherwell Service Management is the solution if you are looking for a user-friendly ITSM tool. We use it for service requests/incidents, change, and problem management. The GUI is user-friendly and is easy to modify as per the company requirements. Data stored, can be extracted in all forms of reports and dashboards in order to showcase the trends for the last few months.
  • Logging Tickets.
  • Creating Dashboards.
  • Knowledge Database.
  • Analytical Reports.
  • Reporting Charts can be better.
  • Web portal has issues in seeing journals which is better in Cherwell client.
  • Web portal and Client should have same features.
  • Cost effective.
  • Increase in Self service tickets which lowers the incoming calls.
  • Knowledge base helps in self resolving tickets at Level 0/1 without escalation.
User-friendly and cost-effectiveness as compared to other counterparts in the same niche. Modifications can be done quickly and analytical reports and dashboards are easy to create.

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

Cisco Jabber, Splunk Application Performance Monitoring (APM), Microsoft Teams
It is best suited for companies day to day ITSM needs. It is user-friendly and modifications in the tool are much easier as compared to others in the market. Also, it is cost-effective.

Cherwell Service Management Feature Ratings

Organize and prioritize service tickets
10
Expert directory
8
Self-service tools
10
Subscription-based notifications
7
ITSM collaboration and documentation
7
ITSM reports and dashboards
8
Configuration mangement
8
Asset management dashboard
8
Policy and contract enforcement
8
Change requests repository
9
Change calendar
9
Service-level management
9