Cherwell Service Management

Pros

Cherwell is a robust ITSM, you can customize the forms, notifications, workflows, almost everything.

Cons

You need specific training to configure and implement the changes. Cherwell has partners and you need to contact and contract them for the implementation.

They need to improve their content on the web for the recent versions.

Alternatives Considered

Switched From

Reasons for Switching to Cherwell Service Management

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.

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.

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.

Pros

Configurability, flexibility and ability to expand beyond IT.

Cons

The report writer is difficult to learn and understand.