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

Cherwell Service Management Reviews

Cherwell Service Management

Customizable IT service management solution

4.62/5 (95 reviews)
1,575     7,675

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.

Cherwell Service Management Reviews (95)

Latest reviews

 Awesome Product

Cherwell is a one-stop shop when it comes to functionality that a help desk needs. The one step buttons that allow technicians to close out easy tickets (like lockouts) is great, and even better that they can personalize them to what they see most.

Read the full review
Reviewed 7th of December, 2016 by Alyssa Schuster


 Cherwell has changed my career life.

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 ...

Read the full review
Reviewed 6th of October, 2016 by Jennifer Elam

Read all reviews

Cherwell Service Management Category Leaders


#8 in IT Service Management (ITSM)

View full ranking

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 Screenshots (10)

Cherwell Service Management screenshot: Cherwell Service Management allows users to create multiple dashboards for different rolesCherwell 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


Intended Users
Large Enterprises, Mid Size Business, Small Business
Devices Supported
Android, iPhone-iPad, iPhone, iPad, Web-based
Supported Countries
Asia, Australia, Canada, Europe, Germany, Middle-East and Africa, United Kingdom, United States
Supported Languages
Support Options
Online Support

Cherwell Service Management Pricing

Starting from: $189.00/month
Pricing model: Freemium, Subscription

Pricing information is available on inquiry.

Competitors Pricing

Software License Manager

Starting from: $2.00/year
Pricing model: Subscription
Free Trial: Available (No Credit Card required)

ManageEngine AssetExplorer

Starting from: $795.00
Pricing model: One-time License, Subscription
Free Trial: Available (No Credit Card required)


Pricing model: One-time License, Subscription
Free Trial: Available (No Credit Card required)

Users who visited Cherwell Service Management also visited

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


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.

Alternatives to Cherwell Service Management