Cherwell Service Management Pricing, Features, Reviews & Comparison of Alternatives

Cherwell Service Management

Customizable IT service management solution

4.45/5 (122 reviews)

Cherwell Service Management overview

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.

Cherwell Service Management’s incident management process includes question-based incident assessments, contextual incident routing, automated cross-referencing of incidents with the known-error database (KEDB) and knowledge base, and an incident workflow status bar. The change management system offers a visualization manager, allowing users to see the potential impacts and risks associated with changes, and automatic notifications for change record status updates. Problem management automates a range of key processes, including Workaround and Known Error, allows for processes to be customized, and presents critical metrics in a single dashboard.

The event management process allows users to define rules for incident creation and alerts when events occur, such as failed server notifications. Changes and updates can be bundled into a single release, and the CMDB automatically updated, with the release management process. The service asset and configuration management system provides a visual representation of upstream and downstream configuration items, and their associated contracts, services, charges, end users, and more. Pending SLA breaches can be monitored and controlled through the service level management process. Users can create a service catalog, which presents individuals with only the services they are entitled to, and requests for these services can be submitted and tracked through the self-service portal, with technicians able to review and approve requests with one-step actions.


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Business size



United States, Asia, Australia, Canada, Europe and 3 other markets, Germany, Middle-East and Africa, United Kingdom

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Cherwell Service Management screenshot: Cherwell Service Management allows users to create multiple dashboards for different rolesCherwell Service Management Product OverviewCherwell Service Management screenshot: Incidents, problems, and changes can all be managed through Cherwell Service ManagementCherwell Service Management screenshot: Cherwell Service Management can also automate management of SLAsCherwell Service Management screenshot: Workflows can be automated for various processes in Cherwell Service ManagementCherwell Service Management screenshot: Cherwell Service Management is also accessible through mobile apps for Android and iOSCherwell Service Management screenshot: Users can view a list of all tasks in Cherwell Service ManagementCherwell Service Management screenshot: Incident details can be viewed and updated through Cherwell Service Management's mobile appsCherwell Service Management screenshot: Cherwell Service Management also allows users to approve or deny change requests through the appsCherwell Service Management screenshot: Customer satisfaction can be recorded through Cherwell Service ManagementCherwell Service Management screenshot: Cherwell Service Management also reports on other metrics, including incident volumes, scheduled changes, and more

Cherwell Service Management reviews

Value for money
Ease of use
Customer support
Robin Jacobs

Best ITSSM Platform - Indespensible in Delivering Our Services

Used daily for 2+ years
Reviewed 2016-10-06
Review Source: Capterra

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.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.

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Chris Troyer

Cherwell is a powerful, flexible software that is great out of the box

Used daily for 2+ years
Reviewed 2016-10-04
Review Source: Capterra

We did not have an ITSM software in place prior to implementing Cherwell, so we did not come in with any preconceived notions. The implementation was smooth and the PSO helped us customize the software during the process. I have found it to be very easy to maintain, upgrade, modify, and enhance. The Cherwell customer community is vibrant and the company listens and incorporates ideas and requests from its user base. Support is very friendly and helpful, and always willing to help me with implementing any ideas I come up with. I also very much appreciate their emphasis on participating in their community and supporting organizations who have a positive impact on our world.The product allows for a high level of customization and is very easy to use, both from user and administrator standpoints.

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Jennifer Elam

Cherwell has changed my career life.

Used daily for 2+ years
Reviewed 2016-10-06
Review Source: Capterra

Using Cherwell has been great because I have gotten to learn a new software product and how to develop in it, whereas before I was sort of stuck not doing any development work for years. CSM has challenged me to learn more and stretch boundaries in planning future projects for more innovative development, as well.I really like how the company makes its customers feel special and makes us a priority, and how it is a software company that is proud of providing a code-less software product, that always seeks to be innovative and the best.

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John Lukondi

Unparalleled Flexibility

Used daily for 2+ years
Reviewed 2016-10-05
Review Source: Capterra

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.The flexibility and ease of use. The licensing model is extremely flexible and makes sense in nearly every business case.

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Brian Gratrix

Cherwell is amazing software

Used daily for 2+ years
Reviewed 2016-10-05
Review Source: Capterra

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.User community, ability to modify to meet our needs, variety of hosting options, a vendor who is as interested in making the best possible tool as we are.

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Cherwell Service Management pricing

Starting from
Pricing options
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Pricing information is available on inquiry.

Cherwell Service Management features

Activity Dashboard
Automatic Notifications
Customizable Branding
Knowledge Base
Reporting & Statistics
Third Party Integration
Ticket Management
Workflow Management

API (140 other apps)
CRM Integration (57 other apps)
Chat (140 other apps)
Contact History (59 other apps)
Customizable Templates (49 other apps)
Email Integration (66 other apps)
Instant Messaging (74 other apps)
Multi-Channel Communication (61 other apps)
Prioritizing (54 other apps)
Social Media Integration (60 other apps)
Surveys & Feedback (64 other apps)

Category Leaders ranking


#7 in IT Service Management (ITSM)

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#15 in Project Portfolio Management

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GetApp’s ranking highlights the top 25 apps in different categories on GetApp. If an app is listed in more than one category, it has the potential to be ranked in each of these categories. The ranking is independent of any commercial campaign an app vendor has with GetApp. The ranking is based on 5 data points, each scored out of 20: reviews, integrations, mobile apps, media presence, and security.

Cherwell Service Management also features in these categories:

Additional information for Cherwell Service Management

Key features of Cherwell Service Management

  • Service asset & configuration management
  • Configuration management database (CMDB)
  • Incident management
  • Change management
  • Problem management
  • Knowledge management
  • Release management
  • Service level management
  • Service portfolio management
  • Drag-and-drop business application creation
  • Codeless architecture
  • Event management
  • Request fulfillment
  • Service request automation
  • Service catalog
  • Workflow automation
  • Customizable self-service portal
  • Role-based dashboards
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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.