Cherwell Service Management Reviews

We had several systems at our company of the last few years. We have 20,000 users and over 400 locations spread throughout the world. We have used Lotus Notes, Heat, IBM Smart Cloud Control Desk.

We went through major consolidation efforts for tools, people and processes. We are in the middle of a massive IT Transformation.

We evaluated ServiceNow and Cherwell very closely with test instances in our organization. From easy of setup, use and administration Cherwell blew away ServiceNow. Continual Professional Services are costs not usually highlighted in initial sales meetings. With Cherwell, we are able to significantly decrease our 3rd party Professional Services costs.

The licensing costs are much less expensive. With ServiceNow, you have to pay for modules as your organization matures and finds value in these new features. This is not the case with Cherwell.

From easy of use, functionality to customer support and costs, there was not comparison. Cherwell blew away the competition and continues to do so.

The application allows non-developers to create their own scenarios and solutions, and engage your users with highly-configurable dashboards, reports, and forms.

With some more advanced knowledge, you can easily turn a basic ticketing system into a full-featured platform for your company.

I've been working with Cherwell for 4 years. The product is extremely stable and safe. Through personalized screens it is possible to have a complete view of the activities that are being requested by priority, demand and responsible.
To search for an extended call, the tool has quick and well-designed consultation screens.
I also manage the process changes using the tool.

We've been using Cherwell since August 2014, and have yet to encounter something we can't make it do. The ability to develop the tool with the access to the same tools and features that their in-house and partner developers use means that we can build the tool exactly as we like at very little cost, and it provides numerous ways to build integrations to other tools and services, without needing to develop expensive bespoke code. Going back to anything else would be unthinkable.

I was involved in the selection process, we met with CA, ServiceNow, Landesk, and two others. Cherwell hands down was the best we viewed because of what you get out of the box, the ability to make tweaks, those tweaks do not get in the way of upgrades, upgrades are rather easy and painless, they have other functionality that will bolt on to the tool by simply importing a file, it is offered at a fairly affordable price although I think all vendors quotes we received were expensive in my book but what can you do, in this case Cherwell was lower than others, and unlike some their licensing model is a blessing.

We implemented in 2014, and it was the best decision we could have made. Cherwell is great. It gives us the functionality that we need, and we don't have to be programmers to make changes. It offers integration with so many other applications. It can be used for so many different uses. It goes above and beyond our expectations, and we have been able to use it for more than just IT. We only wish we would have found Cherwell sooner.

Configuration is easy; Workflow is very easy to configure. Good documentation & training is available online.

The best benefit is the ability to create and track tickets for your Service Desk, I would warn that you try to use it as out of the box as possible.

A consistent and streamlined presentation of employee service responses across multiple departments in our organization.

Very good

Cherwell is the best solution for ITSSM on the market -- even for small businesses or schools. Cherwell is easy to configure and intuitive to use. Unlike other ITSSM vendors, it is flexible enough to handle anything without needing costly customizations. As a company, Cherwell is like a family. They truly care about their customers and their customers' success. In my experience, this is VERY rare among other ITSSM vendors.

We needed a new ITSM tool that could do almost everything out-of-the-box, that was customizable, that allowed us to automate most of our regular processes and that didn't cost too much. After comparing most existing tools, Cherwell was the only one that filled our criteria. All of them.

Anything you want to do with it can be implemented within days, even hours.

Track things that happen in the company more easily and understand where resources are being spent.

I would seriously consider NOT working for a company that uses this software for change control.

We are still in the learning process of all the benefits and about to roll it out and go-live.

I've used/demo'd several different ITSM tools and Cherwell is by far the easiest to use and admin. My favorite part of this product is the Dashboard Manger. Creating intuitive dashboards has never been easier.

Cherwell deployment and implementation went reasonably well. More requirements assessment and UAT on the front end would have been better. A great tool for ITSM.

We have been a customer for 4 years. Ease of use is a big plus. Not losing your customizations after an update is wonderful. We have expanded our package to other departments over the last 4 years.

Great Customer Service. Would like to see a responsive web portal. But overall software ease is nice. and Great tool for our organization.

I like the software and flexibility features. I am looking forward to add new usage and functions out side of ITSM.

Whether you want a quick implementation OoB or a structure system to completely personalize for your firm, Cherwell has the tools necessary to track and manage your services.

Our ERP of IT and moving beyond IT. Many simple out if the box features or easily create your own with basic knowledge.