Cherwell Service Management Features List

Cherwell Service Management

Customizable IT service management solution

4.43/5 (115 reviews)

Cherwell Service Management Feature Summary

  • 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

Customer Service & Support Feature Comparison

Most popular features of all Customer Service & Support apps

API (135 other apps)
Activity Dashboard (56 other apps)
Automatic Notifications (62 other apps)
CRM Integration (52 other apps)
Chat (131 other apps)
Contact History (51 other apps)
Customizable Branding (54 other apps)
Email Integration (59 other apps)
Instant Messaging (67 other apps)
Knowledge Base (81 other apps)
Monitoring (58 other apps)
Multi-Channel Communication (56 other apps)
Prioritizing (52 other apps)
Real Time Monitoring (46 other apps)
Reporting & Statistics (71 other apps)
Social Media Integration (56 other apps)
Surveys & Feedback (58 other apps)
Third Party Integration (63 other apps)
Ticket Management (50 other apps)
Workflow Management (46 other apps)

Competitor Feature Comparison

Mobile apps

iOS App


29 reviews

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Requires iOS 8.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


0 reviews

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Cherwell Service Management Feature Reviews

25 reviewers had the following to say about Cherwell Service Management's features:

Jason Stallings

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

2017-09-12

Pros

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.

Cons

Managing the AD integration was very difficult without third party support.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
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Sandy Avriette

Great Support for Smaller Orgs

2016-10-04

We recently implemented Cherwell. We love the product and the support has been wonderful. Setting up can be complicated but their training is above others. Their staff has been great. Only downside I think is you can't get the rich client native on Mac OS.

Pros

Support / Cost / flexibility / API integrations

Cons

Not fully multi- / cross-platform

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10

Recommendations to others considering Cherwell Service Management

be ready for a steep learning curve :)

Source: Capterra
Helpful?   Yes   No
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Bernie Bernstein

Flexible and plays well with others

2016-10-05

CSM also integrates with any REST api as well as offering its own.

Pros

Flexibility and integrations

Cons

Mobile client

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Jamie Houlihan

Cherwell is a great ITSM that is easily expanded to the Enterprise

2016-10-05

Dashboards are an easy way to report real time data from the system.

Pros

Configurability, flexibility and ability to expand beyond IT.

Cons

The report writer is difficult to learn and understand.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Cherwell Service Management

Cherwell is a great company. They truly care about their customers.

Source: Capterra
Helpful?   Yes   No
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Jennifer Collins

Easy and cheap

2016-10-04

Without a lot of programming knowledge it was fairly easy to configure.

Pros

ease of configuration

Cons

Knowledge management module

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend

9/10

Recommendations to others considering Cherwell Service Management

Know what you want before you start configuring to save time

Source: Capterra
Helpful?   Yes   No
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Neil Archer

Deployment in large global FMCG

2017-02-21

Approximately 3500 resolvers and agents (including third party outsourcers) and a user base of 50,000 internal consumers.

Pros

Flexibility for all needs Features Cloud Based Licensing model (concurrent resolvers) Serves HR and Finance as well as IT Covers our global needs

Cons

Professional services arm is less developed and less experienced in project management Language translations model proved troublesome for our requirements of many languages

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Cherwell Service Management

Verify skilled professional service availability or consider third party implementer

Source: Software Advice
Helpful?   Yes   No
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John Lukondi

Unparalleled Flexibility

2016-10-05

The application allows non-developers to create their own scenarios and solutions, and engage your users with highly-configurable dashboards, reports, and forms.

Pros

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

Cons

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Cherwell Service Management

The user community is fantastic. I've never been a part of a group that was so willing to share their experiences. Users love to brag about what they've done with the software, and share new techniques. No one likes to keep secrets, and it's extremely common to have someone pull out their laptop and show you the nuts and bolts of their implementations.

Source: Capterra
Helpful?   Yes   No
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Walter Frese

A tool to make your Organization grow

2016-10-05

This tool will allow you to focus on your key objective of you business, as it allows for process flows and management, which would usually take many productive hours.

Pros

Versatility and customizability

Cons

Look and feel - needs to be more up to date and the Knowledge base needs categorization.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10

Recommendations to others considering Cherwell Service Management

Have a plan and set goals.

Source: Capterra
Helpful?   Yes   No
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Anonymous
A verified reviewer

Team uses this to capture incoming data request and route them elsewhere

2017-11-09

Pros

My workplace is rather large so we have many groups that are responsible for various platforms, reports, permissions etc and cherwell allows for tickets to be tracked and rerouted.

Cons

I wish the interface was more customizable for the end user.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
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Anthony Disney

Best ITSM Tool Around

2016-10-04

My favorite part of this product is the Dashboard Manger.

Pros

Dashboard Management

Cons

Admin tool, could be easier to use.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
A verified reviewer

Easy to manage your change management

2018-05-05

Configuration is easy; Workflow is very easy to configure.

Pros

You can easily configure and create Incidents and Change requests; easy to use workflow and very well integrated with Microsoft active directory.

Cons

It is getting better after our feedback.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Swetha Siripurapu

This is our ticketing system

2018-05-14

We track trouble tickets and have cases that are attached to the tickets that way we can keep track of work

Pros

Keeps track of incidents and cases that have been created and we use this to help people with any kind of trouble tickets

Cons

It's very hard to integrate with.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

1/10
Source: Capterra
Helpful?   Yes   No
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Rollie Winget

Cherwell is the Greatest

2016-10-05

This is a quality application that does much more than incident management.

Pros

Ease of use and the ease to custimize.

Cons

The reporting function is difficult to get quality reports.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Cherwell Service Management

Take time to understand the implementation and plan it to achieve your desired results.

Source: Capterra
Helpful?   Yes   No
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Robin Jacobs

Best ITSSM Platform - Indespensible in Delivering Our Services

2016-10-06

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.

Pros

It is customizable to fit my organization's needs.

Cons

The customizability allows unwary or naive implementors, developers, or Cherwell Admins to make changes that ultimately reduce the awesomeness of the product.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Cherwell Service Management

Nope. I believe I covered it in the areas above. =)

Source: Capterra
Helpful?   Yes   No
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Chris Troyer

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

2016-10-04

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.

Pros

The product allows for a high level of customization and is very easy to use, both from user and administrator standpoints.

Cons

However, reporting through dashboards and searches within the system is a great alternative.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Cherwell Service Management

Dedicate resources to administering and developing your Cherwell environment. It is a very powerful tool and can satisfy a wide array of needs for your organization that reach far beyond IT Service Management.

Source: Capterra
Helpful?   Yes   No
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Anonymous
(Financial Services company, 501-1000 employees)

Easy to use, limited in scope.

2018-02-06

Pros

We were having difficulty getting user acceptance for it but once we initiated a "re-branding" of its look and feel users started to really take to it.

Cons

The initial look-and-feel held back user acceptance. The site is often slow and seems to be missing some basic features, that will probably get added in newer versions.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
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Delcia Marrs

Once you go Codeless you'll never go back

2016-10-05

We have made huge gains in providing our I.T. department with dashboards that provide real-time information.

Pros

It's codeless and super friendly

Cons

I don't have any cons at this point

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Cherwell Service Management

Don't choose a product that you cannot work with yourself. If you need a lot of Third Party Vendor or Developer work, then don't buy it...

Source: Capterra
Helpful?   Yes   No
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Carsten Staunstrup

Best ITSM system in the market

2016-10-05

Everything is configurable in Cherwell so you don't need any code skills. It integrates well with other systems and is low cost.

Pros

Low cost and highly configurable

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10

Recommendations to others considering Cherwell Service Management

Get a demo

Source: Capterra
Helpful?   Yes   No
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Kevin Bennett

Perfect Solution

2016-10-04

Whether you want a quick implementation OoB or a structure system to completely personalize for your firm, Cherwell has the tools necessary to track and manage your services.

Pros

Love the integration with REST and SOAP

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Meagan Morris

I don't code, I Cherwell!

2016-10-05

This software has sent us light years from where we were before implementation with the stars to reach for. I truly feel empowered to drive efforts toward the future and am so thankful for the wonderful staff and fantastic fellow customers!

Pros

Easily customizable by a non programmer!

Cons

Reporting is a bit cumbersome.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend

10/10

Recommendations to others considering Cherwell Service Management

Don't code, Cherwell!

Source: Capterra
Helpful?   Yes   No
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Peter O'NEILL

Cherwell software

2016-10-05

I really enjoy the web service integration. I was able to get dell warranty data from the dell web service and populate CMDB

Pros

Flexibility

Cons

Support for SaaS customers

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10

Recommendations to others considering Cherwell Service Management

No

Source: Capterra
Helpful?   Yes   No
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Brian Gratrix

Cherwell is amazing software

2016-10-05

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.

Pros

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.

Cons

This is my only real gripe.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Cherwell Service Management

If you're uncertain as to how you'd like to host it, start in Cherwell's SaaS cloud. The cost of doing so vs hosting yourself is basically a push, and having someone else manage the backend while you're building expertise is a good approach -- you can always migrate on-site later. It took us only a couple of hours, most of which was transferring data and waiting for domain name redirects.

Source: Capterra
Helpful?   Yes   No
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Anonymous
(Transportation/Trucking/Railroad company, 1001-5000 employees)

The software delivers what it promises, but not without hurdles and obstacles in your way.

2018-03-13

Pros

Reporting is amazing, you can get any sort of analytics about your tickets completed and deliver it in a clean and easy to read manner.

Cons

Not sure if you can get rid of this feature by selecting an option but in our environment, it is very apparent that it is enabled.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
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Marisa Benson

Excellent implementation and no developers required

2016-10-04

Easy experience with implementation, using both Cherwell and third-party professional services.

Pros

Functionality without programming languages; billing model; ease of implementation with SaaS model

Cons

Desktop client should not be more functional than a browser client.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Michael Gombosi

Lacking Service Platform

2018-03-26

None - honestly am disappointed with this program.

Pros

The dashboards are pretty neat looking.

Cons

- Static windows means you are constantly adjusting your screen when you open tickets (what is this - '98?)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

4/10
Source: Capterra
Helpful?   Yes   No
Read more