Item: Cherwell Service Management
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We use Cherwell Service Management as a plattform to manage our ~4,500 tickets per month for all our IT service management related processes as well as some non-IT processes. Based on ITIL v3, we have implemented mature processes for all relevant ITIL processes, including Incident Management, Request Management (including RfC), Change Management, Problem Management, Service Level Management, to name just a few. Having approximately 350 active supporters who are supporting around 9,000 active end-users and managing ~30,000 configuration items. Our ITSM processes are linked to some non-IT processes such as a billing and sales as well as HR. We have been using Cherwell Service Management with a complete custom implementation since 2016. A team of 2–4 developers is implementing everything in-house.

Pros and Cons

Allows us to implement our workflows with low-code approach, so that you do not need true developers (writing code) but only tech-savvy process designers
Excellent flexibility in the plattform to implement whatever topic we require
Very good licensing model (easy to comprehend + manage)

Bad web components: web portal and browser client are not up-to-date with modern web technologies
Large “codebases” become very hard to refactor after growing to a certain size
The promise of zero-hassle upgrades has not worked once for us over the years (it’s still okay, though)

Return on Investment

We improved the ration of incidents to request tickets from 40:60 to 20:80, freeing up ressources in the time-sensitive incident resolution
We have gained a very clear view of the total costs associated with our ITSM tool
We were able to implement processes tailored to our and our customers’ needs

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?

Yes

Did implementation of Cherwell Service Management go as expected?

Yes

Would you buy Cherwell Service Management again?

Yes

Likelihood to Recommend

Especially for companies looking to implement their processes in-house with a small team of tech-savvy people, this can be a real asset. Use it if you have already bought it. I would not start using CSM at this point in time, though, since Ivanti is actively pushing customers towards the new Neurons for ITSM platform.

Very Good Software For All Our Processes - With A Focus On ITSM

Overall Satisfaction with Cherwell Service Management