Cherwell Service Management: Service Management Done Right!
February 07, 2023

Cherwell Service Management: Service Management Done Right!

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

Overall Satisfaction with Cherwell Service Management

We use Cherwell Service Management for our ticketing system, inventory system, asset management, and change control system. The system is used throughout our entire environment and is the backbone of our support architecture. It helps us analyze our workload and govern our assets in an efficient manner. Our implementation is by far the best service management product I've seen in my decade in IT, it truly is an amazing product. The customization is amazing!

Pros

  • Incident Management
  • Inventory Management
  • Change Control
  • Problem Management
  • Assest Management

Cons

  • Kanban Board Implementation, specifically the ability to manage Change requests
  • CMBD searching capabilities
  • Task journals
  • Improved visibility into changes and their potential impacts
  • Improved communication between employees surrounding tickets
  • Improved task management
Cherwell Service Management is much better than the other products that I've used in the past. While it isn't a simple system, it does all of the things that you'd hope a ticketing system would. I've personally implemented other systems, but Cherwell Service Management has been a breath of fresh air, especially with the customization that my organization has implemented. I'm thoroughly impressed and hope this is the last ticketing system that I use.

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?

I wasn't involved with the selection/purchase process

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

I wasn't involved with the implementation phase

Would you buy Cherwell Service Management (discontinued) again?

Yes

Microsoft Office 2016 (discontinued), vSphere, Microsoft 365
Cherwell Service Management is well suited for organizations that run their own internal IT departments and want to have control and insight into their operations. I wish that I would have had the opportunity to work with Cherwell sooner in my career as it is an excellent system. As with any ticketing system, it took some getting used to, but it was a short learning curve. I wouldn't recommend using something like Cherwell in a small organization that doesn't plan to manage its workflows and assets within a single system unless there is a plan for growth and expansion.

Cherwell Service Management (discontinued) Feature Ratings

Incident and problem management
9.9
Organize and prioritize service tickets
10
Expert directory
9
Service restoration
10
Self-service tools
10
Subscription-based notifications
10
ITSM collaboration and documentation
10
ITSM reports and dashboards
10
ITSM asset management
10.0
Configuration mangement
10
Asset management dashboard
10
Policy and contract enforcement
10
Change management
10.0
Change requests repository
10
Change calendar
10
Service-level management
10

Using Cherwell Service Management

2000 - Every function we offer in our organization, as Cherwell Service Management is our ticketing system for contacting user support, so every end user interacts with the software in one form or another. This includes executives, management, way down to our support staff. It's our backbone for support!
10 - We have support people who specifically work on the intricacies of the UI and functionality of Cherwell Service Management, creating custom reports, objects, and dashboards as business needs arise. We also have support staff to ensure the data in Cherwell is correct and kept up-to-date. We also have engineers who ensure that the software's servers are patched and kept in line with best practices.
  • Ticketing System
  • Change Management
  • Asset Management
  • We use a litany of checklists to assist us with regular procedures
  • Change management is crucial to our organization and Cherwell's process fits our needs extremely well
  • Kanban boards to allow review of our workload at a glance
Cherwell Service Management is at the core of our tech support structure. We've adopted it fully and customized it to our needs. Because of this, and how integrated we are with it, we will continue to use it for the foreseeable future.

Evaluating Cherwell Service Management and Competitors

Not Sure
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
I was not present for the decision-making process when my organization implemented the system.
I have evaluated a few different ticket systems in my career. I look for usability from both the support side and the user side. Is the tool intuitive to use? I also look at pricing/features as a package when comparing products. These days, it's essential to have a ticketing system that does much more than just traditional ticketing.

Cherwell Service Management Implementation

I did not participate in the implementation process.
  • Don't know
Not sure - I did not participate in the implementation process.
  • I did not participate in the implementation process.

Cherwell Service Management Training

  • Online Training
  • In-Person Training
I didn't partake in the in-person training, but it was available. I preferred the online method instead, which was a great experience. It was nice to have someone available to bounce questions off of and demonstrate how certain functions worked.
The training was great! We got together to review the system, its UI, and how to perform basic functions. Then there was plenty of time to ask questions and test out the system while there was someone available to assist.

Configuring Cherwell Service Management

From my perspective, Cherwell Service Management has just the right amount of customization for our organization. We've spent a lot of time customizing our instance for our exact needs and it shows. It works very well for our needs, and we'll continue to customize it as the need arises.
I don't have any personal recommendations, as I wasn't present during the initial configuration of Cherwell Service Management, but just know that there are tons of options to be able to get everything accomplished.

Cherwell Service Management Support

I do not, and will not, call for support on this product, as I do not support it primarily. Unless there was a major update that needed to be applied to the infrastructure, I do not need to interact with support about Cherwell Service Management.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
Yes, we have premium support for all the Ivanti products that we use because of how integral they are to our workflows.
Unfortunately, I cannot, as I do not contact support about Cherwell Service Management. Ivanti's support for other products is prompt and accurate, so I imagine that Cherwell is much the same.

Using Cherwell Service Management

I enjoy the layout and configuration of our Cherwell Service Management instance. It did take me a bit to get used to, as with any new ticketing system, but now that I understand the system more, I thoroughly enjoy it! There are just so many options and the UI is very intuitive.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Change Management from an Incident: I love that you can create an RFC from within the same pane.
  • Inventory Management: to be able to launch a tool from within Cherwell Service Management to view assets and link them to incidents is great.
  • Tasks and checklists are awesome!
  • When creating a change request from the Incident view, it doesn't automatically link the RFC to the Incident, you have to manually link it.

Comments

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