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Cherwell Service Management OverviewUNIXBusinessApplication

Cherwell Service Management is #18 ranked solution in top IT Service Management (ITSM) tools and #25 ranked solution in top Help Desk Software. PeerSpot users give Cherwell Service Management an average rating of 8 out of 10. Cherwell Service Management is most commonly compared to ServiceNow: Cherwell Service Management vs ServiceNow. The top industry researching this solution are professionals from a computer software company, accounting for 22% of all views.
What is Cherwell Service Management?
Cherwell Service Management is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility needed for rapid configuration and customization, minimal overhead, and frictionless upgrades at a fraction of the cost and complexity associated with legacy ITSM solutions. Cherwell's codeless design architecture means you can add new functionality without modifying a single line of code, integrate easily with third party applications, and upgrade without fear of breaking what you've built.
Buyer's Guide

Download the IT Service Management (ITSM) Buyer's Guide including reviews and more. Updated: January 2022

Cherwell Service Management Customers
Ausenco, Highlights for Children, B/E Aerospace
Cherwell Service Management Video

Archived Cherwell Service Management Reviews (more than two years old)

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it_user877374
CEO at Surplan UG
User
The dashboard is very useful to get a quick overview of current tasks. Plug-ins to JIRA would be welcome.

What is our primary use case?

Change and release management Task management and resource management for middle size teams Reports are flexible to configure.

How has it helped my organization?

Clear processes with transparent responsibilities led to more efficiencies within the teams. Reporting and exporting them was easy.

What is most valuable?

The dashboard is very useful to get a quick overview of current tasks, tasks which are overdue, and mail notifications with progress information. This has been helpful.

What needs improvement?

Agile delivery should be supported.  Plug-ins to JIRA would be welcome.  More fields for estimations and work done for summing up functionalities from subtask to main tasks would be helpful

For how long have I used the solution?

One to…

What is our primary use case?

  • Change and release management
  • Task management and resource management for middle size teams
  • Reports are flexible to configure.

How has it helped my organization?

Clear processes with transparent responsibilities led to more efficiencies within the teams. Reporting and exporting them was easy.

What is most valuable?

The dashboard is very useful to get a quick overview of current tasks, tasks which are overdue, and mail notifications with progress information. This has been helpful.

What needs improvement?

  • Agile delivery should be supported. 
  • Plug-ins to JIRA would be welcome. 
  • More fields for estimations and work done for summing up functionalities from subtask to main tasks would be helpful

For how long have I used the solution?

One to three years.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
ITCS user
Director of Operations with 501-1,000 employees
Consultant
The Business Process feature allows us to customize an escalation process for different products with their own sets of rules, but mobile access and the UI need improvement.

What is most valuable?

The best feature is the ability to create functional dashboards, where the IT manager can interact with its data trough the dashboard using the drill down feature. Another relevant aspect, is the integrations that are very simple to do due to the open architecture of the system.

How has it helped my organization?

We provide a service to a large truck manufacturer, and they wanted to implement a customer service team that had an automated escalation process. Since they had a lot of different products, and each product had its own business rules to escalate, that was possible because of the Business Process feature that Cherwell has. It allows you to define, based on several criteria, such as incident classification, specific item in the service catalog, and the end-user, which way the escalation process goes.

What needs improvement?

They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user. They also need to improve some aspects of their User interface to have an more modern look.

For how long have I used the solution?

We have been using Cherwell for about two years now.

What do I think about the stability of the solution?

No, that’s actually a very key point: it never stops.

What do I think about the scalability of the solution?

Not yet. The only aspect is that the infrastructure must be well designed, especially the database.

How are customer service and technical support?

Customer Service:

8/10.

Technical Support:

8/10.

Which solution did I use previously and why did I switch?

We used another ITSM solution that was ITIL framed, and did not have the ability to adapt to business process rules. So we switched, as Cherwell has the capability to create, and operate, any process besides the basic ITSM-ITIL framework.

How was the initial setup?

The technical part of the implementation is very straightforward, the process definition is where it take more time, but this part is the same for all systems.

What about the implementation team?

We did it in-house.

What was our ROI?

I think that’s always something harder to measure, but I would say that we were able to gain some clients due to the change to Cherwell.

What's my experience with pricing, setup cost, and licensing?

They have a concurrent-user license model which is very interesting for larger organizations. I think that their price is quite fair for what they offer.

Which other solutions did I evaluate?

  • CA Nimsoft Service Desk
  • CA Service Desk Manager

What other advice do I have?

It is important to design your processes, and define the business rules that 80% of the work will rely on.

Disclosure: I am a real user, and this review is based on my own experience and opinions.