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Cherwell Service Management

4.3
(163)

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Customizable IT service management solution

(7)

Cherwell Service Management Pricing, Features, Reviews and Alternatives

Cherwell Service Management FAQs

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

These products have better value for money


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/X, SAP Business One, Avaya Experience Platform, 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

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

    Not sure about Cherwell Service Management? Compare it with a popular alternative

    Starting from

    189

    Per month

    Per Feature

    Free plan
    Free trial
    Pricing range

    Starting from

    55

    /user

    Per month

    Free plan
    Free trial
    Pricing range
    Ease of use
    Value for money
    Customer support
    Ease of use
    Value for money
    Customer support
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    Cherwell Service Management pricing information

    Value for money

    4.4

    /5

    163

    Starting from

    189

    Per month

    Per Feature

    Pricing options

    Free plan
    Subscription
    Free trial
    Pricing range

    Cherwell Service Management features

    Functionality

    4.4

    /5

    163

    Total features

    63

    5 categories

    Most valued features by users

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

    Cherwell Service Management users reviews

    Overall Rating

    4.3

    /5

    163

    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

    52

    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.
    This software is user friendly and easy to customize. This is a quality application that does much more than incident management.
    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.
    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.
    This is the WORST helpdesk/itsm product on the market.
    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.
    DS
    AvatarImg

    Derek S.

    Information Technology and Services, 10,001+ employees

    Used daily for 6-12 months

    Review source

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend10/10

    Share this review:

    Total Cost of Ownership is the best in the industry

    Reviewed 7 years ago

    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...

    Pros

    Easy of use and intuitive nature.

    Cons

    Some current challenges with multiple developers working simultaneously. The DEV leadership at Cherwell is currently working to resolve this challenge.

    CS
    AvatarImg

    Catherine S.

    Higher Education, 1,001-5,000 employees

    Used daily for 2+ years

    Review source

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend10/10

    Share this review:

    Cherwell

    Reviewed 4 years ago
    Pros

    Flexibility and customization - if you have the time, you can build it.

    Cons

    ADA, mobile and browser apps (thick client for PC only)

    AvatarImg
    AvatarImg

    Jason S.

    Consumer Goods, 5,001-10,000 employees

    Used daily for 1-2 years

    Review source

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend7/10

    Share this review:

    Implementing Cherwell took longer than expected but the results were worth the wait.

    Reviewed 6 years ago
    Pros

    I enjoyed the support user experience. The layout is customization and easy to configure to fit the needs of each team that uses it. The permissions are granular, I was able to configure views for several teams while keeping the content team specific. The Knowledge Base management is put together very well. I found the asset tracking out of box experience pleasant also.

    Cons

    I would like to see more UI themes. Managing the AD integration was very difficult without third party support. It is very import that a qualified consultant is used with setting up and configuring Cherwell to fit your needs.

    AR
    AvatarImg

    Verified reviewer

    Food & Beverages, 1,001-5,000 employees

    Used daily for 2+ years

    Review source

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

    Share this review:

    Excellent help desk product

    Reviewed 4 years ago

    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.

    Pros

    The ability to create customized panels with all the demands that are being requested, filtering by responsible analyst.

    Cons

    When we have a large number of queries on personalized screens the product loses a lot of performance. Creating micro-slowness. Even in the transition of their product. This could definitely be better.

    JL
    AvatarImg

    John L.

    Law Practice, 5,001-10,000 employees

    Used daily for 2+ years

    Review source

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend10/10

    Share this review:

    Unparalleled Flexibility

    Reviewed 7 years ago

    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.

    Pros

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

    Cons

    The depth. While this isn't generally considered a negative, the software is so deep that you tend to realize there are a half dozen ways to do the same thing, and if you're of the mindset where you constantly tweak your apps, you'll always find a better way to do something, even if you don't have the time/resources to do so.

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