We changed our name from IT Central Station: Here's why

Cherwell Service Management vs ServiceNow comparison

Cancel
You must select at least 2 products to compare!
Featured Review
Find out what your peers are saying about Cherwell Service Management vs. ServiceNow and other solutions. Updated: January 2022.
563,208 professionals have used our research since 2012.
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"The dashboard and the reporting functionality are the solution's most valuable features.""The most valuable features are problem management and change management.""Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."

More Cherwell Service Management Pros →

"ServiceNow has also enabled our Management Consulting business to provide Digital Transformation services for our clients the world over, as we use the platform as an accelerator for doing IT Target Operating Model transformations.""The pricing of the product is quite good. It's not too expensive.""Remote access is most valuable.""What I like the most is that it's a common service data model and the fact that everything is available on one platform.""It's great to do statuses or to review tasks.""ServiceNow was the first true enterprise to service management platform.""In terms of the most valuable features, it's nice to have everything in one place. Things are easy to follow up on. ServiceNow provides that workflow. I know at some level it is in the pipeline and then if I need to follow up, everything's there. Those are the key benefits of ServiceNow.""If you stick to the out-of-the-box solution, it's an easy setup."

More ServiceNow Pros →

Cons
"The stability, specifically in the on-premises deployment model, could be improved.""Application service mapping, GRC, SecOps, and things like that need improvement.""Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."

More Cherwell Service Management Cons →

"Licensing costs are very high.""When it comes to changing some of the features, I would like a little more leeway.""The user interface could be much improved, and the developer tools and sets can be improved greatly, they are lacking.""The customization that we are doing for the needs of our organization are difficult to do and could be improved.""It's a little expensive compared to other tools.""They need to be providing vendors and implementation partners with materials and guidance on implementation.""I am interested to see the firm's strategic plans for Artificial Intelligence (AI) and Machine Learning (ML), and how the particular areas it will expand on from its existing investments (that feature, for example, in its ITSM Pro and CSM Pro modules).""The solution could improve by making the CMDB integrate with a CI better to allow it to be seen across multiple platforms."

More ServiceNow Cons →

Pricing and Cost Advice
  • "For an ITIL user, the cost is probably about 50 bucks a month."
  • More Cherwell Service Management Pricing and Cost Advice →

  • "The mandatory minimum is US$ 20,000 for licensing."
  • "The licenses are expensive."
  • "The setup cost is high compared to others, especially when the scope is not fixed."
  • "I am from Brazil. For Latin American markets, ServiceNow is very expensive as compared to other vendors, such as VMware."
  • "$230 per user."
  • "It is very expensive because it is a big organization. You have to pay for additional things."
  • "ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM."
  • "There are licensing fees."
  • More ServiceNow Pricing and Cost Advice →

    report
    Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
    563,208 professionals have used our research since 2012.
    Questions from the Community
    Top Answer: 
    Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want.
    Top Answer: 
    For an ITIL user, the cost is probably about 50 bucks a month.
    Top Answer: 
    Application service mapping, GRC, SecOps, and things like that need improvement.
    Top Answer: 
    Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp.  Because ServiceNow has a very strong module (Performance Analysis) reporting which will… more »
    Top Answer: 
    Everything about the schema, including the design of ServiceNow, is great.
    Top Answer: 
    It's very expensive, and if care is not taken, competitions can quickly come and take over the space by offering better pricing.
    Ranking
    25th
    out of 55 in Help Desk Software
    Views
    1,583
    Comparisons
    1,201
    Reviews
    2
    Average Words per Review
    385
    Rating
    7.0
    1st
    out of 55 in Help Desk Software
    Views
    52,387
    Comparisons
    33,736
    Reviews
    62
    Average Words per Review
    580
    Rating
    8.1
    Comparisons
    Learn More
    Overview
    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.

    ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

    ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

    ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

    “The Smarter Way to Workflow”

    ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

    ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

    ServiceNow offers service management software for industries including:

    Cloud services
    Education
    Financial services
    Government
    Healthcare
    Manufacturing
    Telecommunications

    Reviews from Real Users

    IT Central Station users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.

    Offer
    Learn more about Cherwell Service Management
    Learn more about ServiceNow
    Sample Customers
    Ausenco, Highlights for Children, B/E Aerospace
    AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
    Top Industries
    VISITORS READING REVIEWS
    Computer Software Company22%
    Comms Service Provider14%
    Government7%
    Educational Organization6%
    REVIEWERS
    Financial Services Firm18%
    Computer Software Company15%
    Healthcare Company10%
    Manufacturing Company10%
    VISITORS READING REVIEWS
    Computer Software Company30%
    Comms Service Provider15%
    Government8%
    Financial Services Firm7%
    Company Size
    No Data Available
    REVIEWERS
    Small Business20%
    Midsize Enterprise14%
    Large Enterprise67%
    VISITORS READING REVIEWS
    Small Business22%
    Midsize Enterprise15%
    Large Enterprise63%
    Find out what your peers are saying about Cherwell Service Management vs. ServiceNow and other solutions. Updated: January 2022.
    563,208 professionals have used our research since 2012.

    Cherwell Service Management is ranked 25th in Help Desk Software with 3 reviews while ServiceNow is ranked 1st in Help Desk Software with 73 reviews. Cherwell Service Management is rated 7.0, while ServiceNow is rated 8.2. The top reviewer of Cherwell Service Management writes "A scalable solution with good discovery, integration, and orchestration features, but application service mapping, GRC, and SecOps need improvement". On the other hand, the top reviewer of ServiceNow writes "Solid, highly scalable, and has got all the features, but needs better reporting, a graphical interface for resource management, and the ability to turn on and off portions of Project Management". Cherwell Service Management is most compared with JIRA Service Management, BMC Helix ITSM, HEAT Service Management, Ivanti Service Desk and ManageEngine ServiceDesk Plus, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft PowerApps, Pega BPM, ManageEngine ServiceDesk Plus and JIRA Service Management. See our Cherwell Service Management vs. ServiceNow report.

    See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.