User Reviews Overview
About Cherwell Service Management
Cherwell Service Management is a cloud-based IT service management solution that helps IT teams in organizations to implement, automate and upgrade service and support processes. Cherwell Service Management supports process...
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- Industry: Higher Education
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Cherwell Ticketing Software
Cherwell has been great overall. Have used it for around 3 years and have had almost no functional issues with it during that time.
Pros
Cherwell does a great job of keeping track of tickets across multiple teams with seamless integration. Makes ticketing for a large IT Dept. with over 12 teams easy. The software is customizable and allows for automation in just about every facet of the program. Tasks that take up to 10 minutes can be done instantly through the One-Step feature.
Cons
The software is lacking in visual design. It's functional but getting information to be readable and look good is very hard and takes quite a bit of work in the dashboard manager.
- Industry: Consumer Services
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
High level of accurateness and flexibility
Cherwell Software offers one ITSM product which is aimed at companies with medium and high level of maturity. If you are interested in integrating a flexible and adjustable solution in your organization, then Cherwell Service Management is exactly what you require.
Pros
The company has expanded its ITOM capabilities and supports a wide range of third-party integrations and extensions. For instance, the example of such a platform can be Exchange Mergeable Application. In a few words, this application gives various opportunities for third-party developers to host their applications. In general, the vendor pleases us with the new program’s opportunities and abilities rolling out pretty frequently. We have given our preference to Cherwell Service Management because of its great visualization capabilities, user-friendliness of the program’s interface, powerful reporting, etc. With its help, our team has automatized numerous processes and tasks. The platform pleases with its accurate dashboards and incredible search abilities.
Cons
The company has a tendency to reassign account people. Maybe, the reason for that is the high speed of their self-development, who knows. But still, it may cause little difficulties. Where we see problems with Cherwell Service Management is that this program requires a lot of computer memory to run correctly. In addition, the program will be a real pain without a strong infrastructure from your side. What’s more, this solution does not have any web version.
- Industry: Information Technology & Services
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
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Review Source
Requires alot of cutomization
Software needs a lot of backend work and creates more issues then it resolves.
Pros
User limitation and liscensing. Lots of flexibility in reporting and searching.
Cons
Required lots of cutomization. Slow to run searches. Lack of ability to customize alot of setting that are important but ability to customize some that are kind of pointless.
Top Cherwell Service Management Alternatives
- Industry: Government Administration
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Best ITSSM Platform - Indespensible in Delivering Our Services
Cherwell implements 11 ITIL process out-of-the-box which helped an immature organization like ours start practicing ITIL. It's automation capabilities are vast and robust. The single best part of this product is its philosophy. It is completely customizable to fit your organization's needs and if Cherwell doesn't do something another tool does or you want to continue to use that tool, Cherwell integrates with many tools natively, through merge application functionality, and lastly through general customization. Simply put, if you can dream it, Cherwell does it...and if it doesn't, it will integrate with something that does.
Pros
Everything! It is customizable to fit my organization's needs. I happen to be a programmer, but I don't need to be to develop and configure Cherwell. It implements robust and customizable frameworks that allow you to use it as you need to. Cherwell doesn't dictate ITSSM, it's your partner in it.
Cons
The customizability allows unwary or naive implementors, developers, or Cherwell Admins to make changes that ultimately reduce the awesomeness of the product. The biggest area of this is in implementing business processes. Before making changes, consider whether you business process is as effective as it should be, rather than making the product implement a poor-performing process.
- Industry: Religious Institutions
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Enterprise-Level Ticketing System
I really like Cherwell, and find it does meet our needs well for ticketing. I'm able to enter my information quickly to submit and process tickets. Great tool.
Pros
Cherwell is a well established IT ticketing tool, that my company has used for over two years now. We use it for incident reporting and journaling, as well as for our operation changes. I really like the robustness of it. It's user friendly, and has options and controls for almost anything I'd want to enter for the tickets. The software is customizable, and our admin team has tweaked things to be more in line with our company and uses. It has a clean smooth interface and does handle everything we want to do with our tickets.
Cons
When we first switched to Cherwell from HPSM, we did find the learning curve to be large, as the two tools have many differences. In general, like with any software, it does take time to get used to, but once we did get used to it, it seems rather smooth.
- Industry: Retail
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Cherwell is a great ITSM that is easily expanded to the Enterprise
We implemented Cherwell in 2013. Currently we have incident, service request and change management implemented within IT. IT Projects underway are problem management, knowledge management and employee on-boarding/off-boarding. We also expanded the tool to Customer Service, Operations, Facilities Service and Supply Chain. Our next non-IT project will be implementing the tool within HR.
The tool does not require programming background to configure. We have two non-technical
resources who are responsible for the administration of the tool and development of new applications.
Dashboards are an easy way to report real time data from the system. They are powerful and we use them everyday to monitor our service.
As a company Cherwell is 100% customer focused. They listen to us and help us be successful with the tool. The culture of the company is amazing and not something you typically see at a software company.
Pros
Configurability, flexibility and ability to expand beyond IT.
Cons
The report writer is difficult to learn and understand.
- Industry: Banking
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Cherwell is a powerful, flexible software that is great out of the box
We did not have an ITSM software in place prior to implementing Cherwell, so we did not come in with any preconceived notions. The implementation was smooth and the PSO helped us customize the software during the process. I have found it to be very easy to maintain, upgrade, modify, and enhance. The Cherwell customer community is vibrant and the company listens and incorporates ideas and requests from its user base. Support is very friendly and helpful, and always willing to help me with implementing any ideas I come up with. I also very much appreciate their emphasis on participating in their community and supporting organizations who have a positive impact on our world.
Pros
The product allows for a high level of customization and is very easy to use, both from user and administrator standpoints.
Cons
The built in report writing leaves something to be desired. However, reporting through dashboards and searches within the system is a great alternative.
- Industry: Information Services
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Cherwell has changed my career life.
Using Cherwell has been great because I have gotten to learn a new software product and how to develop in it, whereas before I was sort of stuck not doing any development work for years. CSM has challenged me to learn more and stretch boundaries in planning future projects for more innovative development, as well.
Pros
I really like how the company makes its customers feel special and makes us a priority, and how it is a software company that is proud of providing a code-less software product, that always seeks to be innovative and the best.
Cons
There are some quirks in the product that cannot be explained that exist in different places in the software that make troubleshooting a challenge at times. I have a One-Step, for example, that changes perspective after the 4th or 5th step, for some reason, and I had to build a work-around for it.
- Industry: Education Management
- Company size: 1,001–5,000 Employees
- Used Daily for 6-12 months
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Review Source
Consistent Reliability and Functionality
Exceptional Experience of which has made management of my position easy.
Pros
This ticket system is efficient and as customizable as the person might choose if they have the know-how and drive to do so, ease of function and redirect allows for a streamlined system for resolution of issues.
Cons
It could be more intuitive in some areas and the report pulling leaves a lot to be desired on this area of opportunity
- Industry: Higher Education
- Company size: 201–500 Employees
- Used Weekly for 1-5 months
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Review Source
Clunky and poor user interface
Have not enjoyed my experience with this product. The software feels antiquated and out of date.
Pros
Users can create a case via emails and can be updated on the progress of the case via emails. Ability to re-assign ownership to tasks when necessary. A dashboard, while not terribly elegant looking, does provide insights into open cases within a users area. Ability to send the ticket to Salesforce, which is a far superior case management system. "Incident actions" allow users to nominate a case for a knowledge base article though we've not used this feature yet.
Cons
The interface is clunky at best and unusable at worst. It feels and looks like a piece of software built in the 80's. Once a user clicks into the case they've been assigned, it becomes very difficult to get a complete view of the thread and what has been worked on. There is simply too much going on within the cases screen itself. New users will surely be overwhelmed as they use the system for the first several months. They will likely find themselves gravitating towards the email and subsequent threads that started the case.
- Industry: Information Services
- Company size: 5,001–10,000 Employees
- Used Daily for 2+ years
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Review Source
Widget disparity between client application and web browser
All widgets are available in both the client and web parts of Cherwell, however, the widgets viewed in a web browser lack the same visual quality that you see in the client. Mainly graphs and grids differ between the client and web so much so that either widgets are doubled to accommodate the differences or separate dashboards entirely.
Pros
The application is incredibly customizable. You don't have to figure out how to cram a custom process into a fixed application, you just create your custom process with all and only the things and functions it needs, but still have the capability to link it to existing objects and processes
Cons
The lack of web browser compatibility development. However Cherwell is a company that actually listens to it's customers and they are constantly improving.
- Industry: Wholesale
- Company size: 501–1,000 Employees
- Used Weekly for 1-5 months
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Review Source
A lot of features and functionality, plus easy to configure.
I was involved in the selection process, we met with CA, ServiceNow, Landesk, and two others. Cherwell hands down was the best we viewed because of what you get out of the box, the ability to make tweaks, those tweaks do not get in the way of upgrades, upgrades are rather easy and painless, they have other functionality that will bolt on to the tool by simply importing a file, it is offered at a fairly affordable price although I think all vendors quotes we received were expensive in my book but what can you do, in this case Cherwell was lower than others, and unlike some their licensing model is a blessing.
Pros
That it is fairly easy to configure. The administration course contained a lot of information but once you start to play with it and build things out its sort of like riding a bike for the first time, well maybe more like flying a plane for the first time.
Cons
The overall look of the ticking window, very busy, a bit confusing for new users to figure out exactly what to fill in and where to go next on the page. Different sections, different font sizes, the colors, etc. make a bit difficult to navigate around. Again, you learn it over time, but if it's your first time using it, or with our IT staff some people rarely use it, this can make it difficult to know where to navigate. We are still in the testing/learning phase and about to go live, it will be interesting to see if our system administrators continue to develop and enhance the system over time, which the should do because in the week long administration class we saw first hand how powerful this tool can be, or will they just leave it as is which is a rather simplistic go-live model.
- Used Daily for 2+ years
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Review Source
Easy to manage your change management
Configuration is easy; Workflow is very easy to configure. Good documentation & training is available online.
Pros
You can easily configure and create Incidents and Change requests; easy to use workflow and very well integrated with Microsoft active directory. Support is available as a community website and or as a phone call.
Cons
Cloud based and it can be slow once in a while, but works most of the time it is fine. It is getting better after our feedback.
- Industry: Government Administration
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Excellent Service Management Software
Cherwell is an excellent service management platform and can be used for just about anything you want to track and record. My organization started using it for ITSM and has expanded to volunteer management, project management and time tracking. The tool takes time to learn but after you understand the principles almost anything is possible.
Pros
The flexibility it provides, excellent customer service, ability to share mApps with others.
Cons
Takes some time using the software to become proficient at making modifications.
- Industry: Higher Education
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
This is our ticketing system
We track trouble tickets and have cases that are attached to the tickets that way we can keep track of work
Pros
Keeps track of incidents and cases that have been created and we use this to help people with any kind of trouble tickets
Cons
It's very hard to integrate with. The options don't always work and once the incident has stayed you can find that it doesn't exist even if it has numbers. The customer reps aren't always helpful
- Industry: Higher Education
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Excellent Product, Excellent Company
Cherwell is a great company to work with, they are responsive and never leave you hanging. The product is very flexible, we went from a NO organization to a YES organization. When we have requests for functionality we can meet our customers needs using Cherwell. The code-less platform is a great way to customize the program and not hamper our ability to upgrade to the latest version.
Pros
flexible, easy to upgrade, complete vendor support
Cons
After version 7, the theme colors were removed.
- Industry: Education Management
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Cherwell is ok
Pros
I liked that I knew where everything was in Cherwell. The ability to customize as you wanted was good too.
Cons
It was hard to make changes with out someone that was very knowledgeable of the software. It's not very intuitive on the admin side.
- Industry: Research
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Great software, great company.
We've been using Cherwell for two years, and I still feel we've made the right choice. Its OOTB is excellent, and the ability to customize and expand the capabilities is great.
Pros
Works as expected. Easy to configure and is very intuitive.
Cons
Not really a "con", but our users are always coming up with new ways to use Cherwell.
- Industry: Higher Education
- Company size: 5,001–10,000 Employees
- Used Daily for 2+ years
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Review Source
Flexible and plays well with others
CSM offers a truly flexible platform that allows mapping your business processes regardless of complexity or size. This enables your work flow, not what just the tool does. CSM also integrates with any REST api as well as offering its own. So what ever you want to do is possible.
Pros
Flexibility and integrations
Cons
Mobile client
- Industry: Information Technology & Services
- Company size: 201–500 Employees
- Used Daily for 1+ year
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Review Source
Cherwell Review
Cherwell is the CRM being used to track ticket submissions and acts as a KCS tool.
Pros
Cherwell is great from an end user point of view. Provides the functionality to create tickets and work though an escalation flow with ease.
Cons
It is very tedious to setup with many manual steps required. To do small things like set up a dashboard multiple mini steps are required.
- Industry: Higher Education
- Company size: 10,000+ Employees
- Used Weekly for 1+ year
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Review Source
The best way to manage inventory and tasks.
We have the ability now to easily keep an eye on all service requests from any client at any time. It is very helpful to be able to pull up any information about a request from any machine so that our team can work together.
Pros
I like this program has a customizable interface that shows our team a consistent track of our progress. And, I like that we are able to search all tickets that have been created anywhere on our team for easy reference.
Cons
I dislike that, at times, certain tickets really require me to fill out a specific piece of information before saving the ticket. While it depends on the major service that I select, it can slow down the entire team by making us manually fill out this at a certain time.
- Used Daily for 1+ year
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Review Source
Used for tracking our incident, service request and change management
Able to quickly create new incidents, service requests or change requests that can then be sent to the right people for action or approval.
Pros
Looks to be very flexible, I'm a user rather than setting it up but the forms look like they are very easy to set up and you can pretty much do whatever you need as part of getting the right information for the ticket being logged.
- Industry: Broadcast Media
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Cherwell and its uses...
Pros
Configurability. It is highly configurable.
Cons
The complexity to configure it. It was a major challenge configuring it to our needs.
- Industry: Higher Education
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
Great product out of the box
We implemented out of the box and have been able to use the application from day 1 after a 3 week implementation. What is even better is the flexibility of customizing the application in any way and even outside of ITSM.
Pros
Great out of the box, customizable, code less, great company culture
Cons
Expensive licensing for small companies, can take a while to get issues through at the help desk.
- Industry: Environmental Services
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Easy to use and easy to be productive
I find the software tool is so robust and easy to customize. Out of the box is great, but there is so much more magic you can do to make your team productive.
Pros
Ease of use and ability to customize everything
