Cherwell Service Management can be customized to do nearly anything
August 29, 2022

Cherwell Service Management can be customized to do nearly anything

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Cherwell Service Management

The business uses it for Incident, Request, and Problem Management. They use it for the CMDB, service catalog, and customer portal. We have built API integrations with other applications and receive imports from multiple sources to update our CMDB. The client is used by various departments including those outside of IT.

Pros

  • Automation
  • API Integrations
  • Customization

Cons

  • Customer Service
  • Modern UI
  • Adaptive Forms
  • More inter-departmental communication
  • Automated surveys and reports keep everyone in the know
  • Dashboards provide up to the moment information for management
Cherwell's ability to customized is really its greatest feature. If you are looking for out of the box features only then you can really go with nearly any provider. Cherwell allows an experienced developer to really build things that will be useful to the organization.

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?

Yes

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

Yes

Would you buy Cherwell Service Management (discontinued) again?

Yes

Cherwell Service Management is best suited for medium to large companies in my opinion. The out of the box options are extensive and I believe a smaller company would not be able to fully utilize what is available. Having one or more full time employees who work to develop within the Cherwell platform is important. Cherwell's strength's are in its ability to be customized to meet your organization's needs.

Cherwell Service Management (discontinued) Feature Ratings

Incident and problem management
7.7
Organize and prioritize service tickets
9
Expert directory
8
Service restoration
8
Self-service tools
7
Subscription-based notifications
7
ITSM collaboration and documentation
8
ITSM reports and dashboards
7
ITSM asset management
7.7
Configuration mangement
8
Asset management dashboard
8
Policy and contract enforcement
7
Change management
7.7
Change requests repository
8
Change calendar
7
Service-level management
8

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