Cherwell Service Management

4.3
Overall rating
Reviews

4.3
Overall rating
Reviews

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
Free Version:
Yes
Free trial:
No

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Cherwell Service Management Reviews

Feature rating

Value for Money
4.4
Functionality
4.4
Ease of Use
4.2
Customer Support
4.3
5 reviews of 163 View all reviews
Verified Reviewer
  • Industry: Higher Education
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
5
Ease of Use
4
Customer Support
5

5
Reviewed on 13/2/2019

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.

Robin
  • Industry: Government Administration
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 6/10/2016

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.

Verified Reviewer
  • Industry: Information Technology & Services
  • Company size: 501–1,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
0
Features
1
Ease of Use
1
Customer Support
0

2
Reviewed on 9/9/2019

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.

Maizy
  • Industry: Religious Institutions
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
0
Features
5
Ease of Use
4
Customer Support
0

5
Reviewed on 29/5/2022

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.

Jamie
  • Industry: Retail
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 5/10/2016

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.

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