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Cherwell Service Management is a cloud-based IT service management solution which includes eleven ITIL (Information Technology Infrastructure Library) verified processes, including incident management, knowledge management, change management, request fulfillment, and release management. Also built-in are an IT service desk, self-service customer portal, configurable dashboards, multi-sourcing service integration (MSI) and service integration and management (SIAM) functionality, and a configuration management database (CMDB). The codeless design architecture enables users to add functionality without writing code, and integrate with third-party software.
Typical customers
Platforms supported
Support options
Training options
Value for money
4.4
/5
160
Starting from
189
Per month
Per Feature
Value for money contenders
Functionality
4.4
/5
160
Total features
64
5 categories
Functionality contenders
Overall Rating
4.4
/5
160
Positive reviews
88
49
15
7
1
DK
David K.
RW
Rollie W.
AR
Anonymous Reviewer
FP
Forrest P.
AR
Anonymous Reviewer
Mark D.
Overall rating contenders
Douglas F.
Verified reviewer
Higher Education, 501-1,000 employees
Used daily for 1-2 years
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Cherwell Service Management has been a very effective ticketing system for our operation. It rewards inquisitive users who have some experience with SQL queries. It integrates with our email system, so we end up receiving and answering email inquiries from our user community through the Cherwell interface. It gives good reporting, and good statistics, although the reporting requires some effort to access. It has been a good system for my organization
Customization of searches; use of an SQ-like search format to build queries that can then be saved and reused
Requires some level of training in order to increase personal customization. Occasionally have multiple people working on the same tickets, so some tickets get resolved with ineffective solutions while others are working on them. Reporting requires some effort to access.
Anonymous Reviewer
Verified reviewer
Information Technology and Services, 1,001-5,000 employees
Used daily for 6-12 months
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Overall the process with Cherwell has been great. The product is fantastic with very few hiccups.
This product allows us to customize it in a way that makes it so we can bring all departments within the same system (finally!).
Implementation and additional integrations can be difficult (as with any product).
Maizy F.
Religious Institutions, 11-50 employees
Used daily for 1-2 years
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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.
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.
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.
Abby F.
Education Management, 51-200 employees
Used daily for 2+ years
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I liked that I knew where everything was in Cherwell. The ability to customize as you wanted was good too.
It was hard to make changes with out someone that was very knowledgeable of the software. It's not very intuitive on the admin side.
Cliff T.
Verified reviewer
Consumer Services, 51-200 employees
Used daily for 1-2 years
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Cherwell Software offers one ITSM product which is aimed at companies with medium and high level of maturity. If you are interested in integrating a flexible and adjustable solution in your organization, then Cherwell Service Management is exactly what you require.
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.
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.
Q. What type of pricing plans does Cherwell Service Management offer?
Cherwell Service Management has the following pricing plans:
Starting from: $189.00/month
Pricing model: Free, Subscription
Q. Who are the typical users of Cherwell Service Management?
Cherwell Service Management has the following typical customers:
Large Enterprises, Mid Size Business, Non Profit, Small Business
Q. What languages does Cherwell Service Management support?
Cherwell Service Management supports the following languages:
English
Q. Does Cherwell Service Management support mobile devices?
Cherwell Service Management supports the following devices:
Android, iPad, iPhone
Q. Does Cherwell Service Management offer an API?
No, Cherwell Service Management does not have an API available.
Q. What other apps does Cherwell Service Management integrate with?
Cherwell Service Management integrates with the following applications:
Microsoft SharePoint, Nagios XI, Microsoft Outlook, Webex, Jira, Microsoft Azure, NICE CXone, Network Performance Monitor, Spiceworks, Oracle Service, Twitter, SAP Business One, Aura Call Center Elite, JIRA Service Management
Q. What level of support does Cherwell Service Management offer?
Cherwell Service Management offers the following support options:
FAQs/Forum, 24/7 (Live rep), Knowledge Base, Chat, Email/Help Desk, Phone Support