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Cherwell Service Management Logo

Cherwell Service Management

Customizable IT service management solution

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Cherwell Service Management Pricing, Features, Reviews and Alternatives

Cherwell Service Management product overview

Price starts from

189

Per month

Per Feature

What is Cherwell Service Management?

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.

Key benefits of using Cherwell Service Management

  • Customizable incident management includes question-based incident assessments, a status bar for viewing the progress of incident workflows, contextual routing for assigning ownership of incidents, and one-step management actions for tracking, monitoring, and communication.

  • Change forms allow users to log, track, and edit change records, with visualizations of dependencies and relationships, and automated notification of any status changes.

  • Problem management capabilities include process automation for identification, classification, investigation, analysis, workarounds, resolution, and more, with an end-to-end process view.

  • Create a service catalog which presents only the specific services that an individual is entitled to, and allow the tracking of requests via the self-service portal.

  • Multiple self-service portals can be set up for different functions or customer levels, with the option to integrate dashboards for executives and managers.
  • Typical customers

    Freelancers
    Small businesses
    Mid size businesses
    Large enterprises

    Platforms supported

    Web
    Android
    iPhone/iPad

    Support options

    FAQs/Forum
    24/7 (Live rep)
    Knowledge Base
    Chat
    Email/Help Desk
    Phone Support

    Training options

    Documentation
    In Person
    Live Online
    Videos
    Webinars

    Cherwell Service Management pricing information

    Value for money

    4.4

    /5

    160

    Starting from

    189

    Per month

    Per Feature

    Pricing options

    Free plan
    Subscription
    Free trial
    Pricing range

    Value for money contenders

    Cherwell Service Management features

    Functionality

    4.4

    /5

    160

    Total features

    64

    5 categories

    Most valued features by users

    Reporting/Analytics
    API
    Third Party Integrations
    Chat/Messaging
    Reporting & Statistics
    Customizable Branding
    Activity Dashboard
    Alerts / Escalation

    Functionality contenders

    Cherwell Service Management users reviews

    Overall Rating

    4.4

    /5

    160

    Positive reviews

    Rating breakdown
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend8.5/10
    Rating distribution

    5

    4

    3

    2

    1

    88

    49

    15

    7

    1

    Pros
    Very good user group community that free contributes mApps that significantly enhance functionality. Also has excellent business partners supporting a wide array of services.

    DK

    David K.

    This software is user friendly and easy to customize. This is a quality application that does much more than incident management.

    RW

    Rollie W.

    I specifically like the ability to past in screen shots from clients and the ability to rout the ticket to a specific person or team for support.

    AR

    Anonymous Reviewer

    Cons
    It's slow, clunky, looses my actions constantly. Submitting a change request is an arcane ritual of pain and suffering to ensure it gets through all the channels.

    FP

    Forrest P.

    This is the WORST helpdesk/itsm product on the market.

    AR

    Anonymous Reviewer

    Once a user clicks into the case they've been assigned, it becomes very difficult to get a complete view of the thread and what has been worked on.
    AvatarImg

    Mark D.

    Overall rating contenders

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend9/10

    Share this review:

    Very effective ticketing system

    Reviewed 2 years ago

    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

    Pros

    Customization of searches; use of an SQ-like search format to build queries that can then be saved and reused

    Cons

    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.

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend9/10

    Share this review:

    Great product with high upside

    Reviewed 3 years ago

    Overall the process with Cherwell has been great. The product is fantastic with very few hiccups.

    Pros

    This product allows us to customize it in a way that makes it so we can bring all departments within the same system (finally!).

    Cons

    Implementation and additional integrations can be difficult (as with any product).

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend9/10

    Share this review:

    Enterprise-Level Ticketing System

    Reviewed a month ago

    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.

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend4/10

    Share this review:

    Cherwell is ok

    Reviewed a month ago
    Pros

    I liked that I knew where everything was in Cherwell. The ability to customize as you wanted was good too.

    Cons

    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.

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend8/10

    Share this review:

    High level of accurateness and flexibility

    Reviewed 3 years ago

    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.

    Pros

    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.

    Cons

    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.

    Cherwell Service Management FAQs and common questions

    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

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