Service Management System for easy maintainability
August 26, 2022

Service Management System for easy maintainability

Steve Clime | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Cherwell Service Management

Our IT department had no Incident Management system until July of 2020. Everything was done on white boards, note pads, and spreadsheets. No real collaboration between the help desk and other departments like systems administration, networking, security, programming.

Implemented Cherwell to begin tracking and managing Incidents for our retail support team and 130 mid-west grocery stores. Have since expanded to managing assets (endpoints, mobile devices, network hardware, servers). CMDB's are configured for all teams with some automation.
Worked with a third party to implement a contract/license management system to track all IT based service contracts, Microsoft licenses, etc.
Converted our old change management system to Cherwell in summer of 2022 and streamlined the process with automated approvals and calendar entries. Service Management metrics have helped identify problematic areas where training can be applied to end users.

The only real negative is the current administrative console is client based not web. When Ivanti rolls out the converged platform with Neurons, I will be glad as the interface will be HTML5 and easier to use.

  • Incident and Problem Management
  • CMDB endpoint tracking
  • Change Mangement
  • Automation with one-steps
  • Administration Console is legacy
  • Self Service Portal hard to set up without outside assistance
  • Integrations with external applications like SCCM, VMware, AD
  • Positive experience for our customers in managing their service issues
  • Positive experience in managing mobile devices where they are returned for repair and need to be tracked and returned to the end user.
  • Subscriptions can be a bit expensive for smaller customers.
ServiceNow was administrative heavy and required more than one admin. Also expensive for smaller customers.
Remedy was scaled more for enterprise customers where we are small to mid-sized.
FootPrints - we replaced FootPrints with Cherwell due to a lack of BMC putting any further development into the product. It was an aging platform with no real future growth.

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Microsoft Endpoint Manager (Microsoft Intune + SCCM), HCL BigFix, IntSights Cyber Intelligence, from Rapid7
Well suited in an IT environment where you have limited staff. It can be managed by one administrator.
Reliability of the SaaS environment has been excellent.
Flexibility in developing automated workflows to open, manage, and close Incidents.
Change Management due to ability to modify OOB to meet the needs of our staff.
Contract Management allowing us to be notified when a contract or license is up for renewal and setting reminders.
Integrations are not easy to create and manage.

Cherwell Service Management Feature Ratings

Organize and prioritize service tickets
Expert directory
Service restoration
Self-service tools
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
ITSM reports and dashboards
Configuration mangement
Asset management dashboard
Policy and contract enforcement
Change requests repository
Change calendar
Service-level management