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 customization that allows departments to tailor the solution according to their native workflow processes. The solution provides users multiple ITIL verified processes such as incident, problem, request and event management. It also enables users to leverage ITIL service transition processes including change, configuration, release and deployment management. Cherwell Service Management provides IT self-service portal that automates request fulfillment and consolidates multiple independent portals in a single site. The dashboard enables users to spot trends, eliminate bottlenecks and comply with service delivery guidelines. Cherwell Service Management is available on a pay-as-you-go subscription model. Perpetual license is also available for a one-time fee in case businesses wants an on premise deployment. Support is available via email, phone and through webinars and Cherwell’s online community.
Cherwell Service Management Software - Computer details
Cherwell Service Management Software - Employee location
Cherwell Service Management Software - Dashboard
Cherwell Service Management Software - Service catalog
Cherwell Service Management video
Cherwell Service Management Software - Computer details - thumbnail
Cherwell Service Management Software - Employee location - thumbnail
Cherwell Service Management Software - Dashboard - thumbnail
Cherwell Service Management Software - Service catalog - thumbnail

Cherwell Service Management pricing

Cherwell Service Management has a free version. Cherwell Service Management paid version starts at US$189.00/month.

Starting Price:
US$189.00/month
Pricing Details:
Pricing information is available on inquiry.
Free Version:
Yes
Free trial:
N/A

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Cherwell Service Management Reviews

Feature rating

Value for Money
4.5
Functionality
4.5
Ease of Use
4.5
Customer Support
4.5
5 reviews of 155 View all reviews
Douglas F.
  • Industry: Higher Education
  • Company size: 501-1,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
4
Customer Support
5

5
Reviewed on 21/05/2020

Very effective ticketing system

Cherwell Service Management has been a very effective ticketing system for our operation. It rewards inquisitive users who have some experience with SQL queries. It integrates with our email system, so we end up receiving and answering email inquiries from our user community through the Cherwell interface. It gives good reporting, and good statistics, although the reporting requires some effort to access. It has been a good system for my organization

Pros

Customization of searches; use of an SQ-like search format to build queries that can then be saved and reused

Cons

Requires some level of training in order to increase personal customization. Occasionally have multiple people working on the same tickets, so some tickets get resolved with ineffective solutions while others are working on them. Reporting requires some effort to access.

Verified Reviewer
  • Industry: Information Technology & Services
  • Company size: 1,001-5,000 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
0
Features
5
Ease of Use
4
Customer Support
4

5
Reviewed on 01/10/2019

Great product with high upside

Overall the process with Cherwell has been great. The product is fantastic with very few hiccups.

Pros

This product allows us to customize it in a way that makes it so we can bring all departments within the same system (finally!).

Cons

Implementation and additional integrations can be difficult (as with any product).

Alternatives Considered

ServiceNow Customer Service Management

Reasons for Switching to Cherwell Service Management

Better interaction with the Cherwell team, better customization.
André L.
  • Industry: Chemicals
  • Company size: 501-1,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
5
Ease of Use
4
Customer Support
4

4
Reviewed on 08/10/2021

A good and reliable ticket management system

Good experience, the ticket management, the SLA tools, the filter tools, the access control and the idea of cloud based solution are very good differentials compared to the other solutions on the market, also it is reliable, on these 3 years using the solution, I could not remember any interruptions. Last but not least, the possibility to customize the solution, going through the development directly on the code is awesome, if the company has a programmer or a devolopment team, it can be totally customized for the company.

Pros

It is reliable to manage your tickets, the SLAs, the escalation plans, everything works perfectly right. Therefore, the option to use the asset management is pretty interesting as well and you can access it from anywhere without you have an infrastructure, it is totally on cloud. Another plus about the software, is the possibility to customize it, according to your company, if you have an development team.

Cons

Some features, like the agent to inventory the assets, needs to be bought apart from the software, it is something that would be really useful if it came together with the bundle.

Verified Reviewer
  • Industry: Higher Education
  • Company size: 201-500 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
0
Features
3
Ease of Use
1
Customer Support
0

2
Reviewed on 31/01/2019

Standard functionality but horrible UX

We use Cherwell as a ticketing system for the help desk as well as change management system. The user interface is challenging, to say the least. There are frames within frames that have to be scrolled through separately to see all of the information. The text box containing the user's message is so small, it show the tiniest portion of the message. To expand it, you have to pop open a new window, which automatically inactivates the main window so you have to trick the system in order to see multiple tickets at once.
The emailing functionality is clunky - the initial email you send to a customer uses one link but replies after that need to use a different "email" button that is oddly hard to find. When a customer sends a reply, the ticket displays in a different color, but that is the only notification. So if they send multiple messages, you wouldn't know unless you fully open the ticket and that is cumbersome.
There's an inactivity timeout that may not apply to everyone, but it's a hassle. The system times out after an hour of inactivity but it isn't consistent - sometimes it will run for days with no activity and not sign me out and other times it's at 60 minutes on the dot. Also sometimes when I'm logged out automatically, it doesn't actually log me out so when I try to log back in, I'm locked out.
Overall, with the current UX, it would have to be the cheapest option available for me to recommend it to anyone.

Pros

Help desk tickets are tracked
Released changes are tracked

Cons

User experience
Look and feel of the software
Search functionality
Notification process
Inactivity timeout

Yogesh B.
  • Industry: Information Technology & Services
  • Company size: 201-500 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 07/07/2021

Cherwell Service Management

Pros

Integration into the business was quite straight forward. Many customisable features to tweak it to the company needs and for reporting. Overall a very powerful too for any organisation.

Cons

Not a bad thing, but you can get lost in customisation.

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