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

Cherwell Service Management

Customizable IT service management solution

4.39/5 (148 reviews)

Cherwell Service Management overview

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.

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.
www.cherwell.com

Pricing

Starting from
$189/month
Pricing options
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

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

Supported languages

English
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
Features
Ease of use
Customer support
  4.4
  4.4
  4.3
  4.3
Denise Watts

I used Cherwell as a client is enjoyed it

Used daily for 2+ years
Reviewed 2018-07-24
Review Source: Capterra

Pros
Cherwell is easy to use and set up. Creating multiple threads for multiple projects is a plus. Its easy with adding or removing participants to the threads.

Cons
Cherwell has no real cons in its software or platform. I have had no issues that I can report. Its just a great software and I enjoy using it.

Rating breakdown

Ease of use
Features

Likelihood to recommend: 10/10

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Cliff Taft

High level of accurateness and flexibility

Used daily for 1-2 years
Reviewed 2019-03-14
Review Source: Capterra

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Danny Ponce

Lots of Features.

Used daily for 6-12 months
Reviewed 2020-02-07
Review Source: Capterra

The ticketing function is working as expected. The software is functional.

Pros
It seems like this ticketing software has the ability to become very powerful analytics tool. It also provides basic functionality.

Cons
Your mileage may very depending on how much time and resources you want to use to make this extremely useful. The options are there it just takes research and time with product.

Rating breakdown

Ease of use
Features

Likelihood to recommend: 10/10

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Niru Nadesalingam

CRM Software used for Helpdesk

Used daily for 1-2 years
Reviewed 2019-12-19
Review Source: Capterra

Overall, cherwell has allowed our team to collaborate on many levels across the organization. We can create,track, monitor and assign problematic cases that come to our helpdesk from clients so we can best assist them and find a resolution.

Pros
I like how cherwell provides a database of all our incidents created from agents at the helpdesk. This allows us to collaborate and best assist our client with issues that arise. Cherwell service management allows admins to customize dashboards and ticket templates to best cater to the orgainzations needs.

Cons
Fairly easy to use interface, its straight forward however sometimes we experience issues with slowness of lagging. The software becomes sluggish at times when the servers get over loaded so the users experience increased load times between screens.

Rating breakdown

Value for money
Ease of use
Features

Likelihood to recommend: 6/10

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Anonymous

Standard functionality but horrible UX

Used daily for 1-2 years
Reviewed 2019-01-31
Review Source: Capterra

We use Cherwell as a ticketing system for the help desk as well as change management system. The user interface is challenging, to say the least. There are frames within frames that have to be scrolled through separately to see all of the information. The text box containing the user's message is so small, it show the tiniest portion of the message. To expand it, you have to pop open a new window, which automatically inactivates the main window so you have to trick the system in order to see multiple tickets at once. The emailing functionality is clunky - the initial email you send to a customer uses one link but replies after that need to use a different "email" button that is oddly hard to find. When a customer sends a reply, the ticket displays in a different color, but that is the only notification. So if they send multiple messages, you wouldn't know unless you fully open the ticket and that is cumbersome. There's an inactivity timeout that may not apply to everyone, but it's a hassle. The system times out after an hour of inactivity but it isn't consistent - sometimes it will run for days with no activity and not sign me out and other times it's at 60 minutes on the dot. Also sometimes when I'm logged out automatically, it doesn't actually log me out so when I try to log back in, I'm locked out. Overall, with the current UX, it would have to be the cheapest option available for me to recommend it to anyone.

Pros
Help desk tickets are tracked Released changes are tracked

Cons
User experience Look and feel of the software Search functionality Notification process Inactivity timeout

Rating breakdown

Ease of use
Features

Likelihood to recommend: 1/10

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Cherwell Service Management pricing

Starting from
$189/month
Pricing options
Free
Subscription
View Pricing Plans

Pricing information is available on inquiry.

Cherwell Service Management features

Activity Dashboard
Automatic Notifications
Customizable Branding
Knowledge Base Management
Monitoring
Reporting & Statistics
Self Service Portal
Support Ticket Management
Third Party Integration
Workflow Management

API (202 other apps)
CRM Integration (83 other apps)
Chat (186 other apps)
Contact History (72 other apps)
Email Integration (93 other apps)
Instant Messaging (94 other apps)
Multi-Channel Communication (99 other apps)
Real Time Analytics (69 other apps)
Social Media Integration (86 other apps)
Surveys & Feedback (83 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

Videos and tutorials

Additional information for Cherwell Service Management

Key features of Cherwell Service Management

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

Benefits

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.