Cherwell Service Management Reviews

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.

There are some quirks in the product that cannot be explained that exist in different places in the software that make troubleshooting a challenge at times. I have a One-Step, for example, that changes perspective after the 4th or 5th step, for some reason, and I had to build a work-around for it.

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

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.

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.

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.

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.

The webclient isn't quite up to par with the installed client yet. This is my only real gripe.

Configurability, flexibility and ability to expand beyond IT.

The report writer is difficult to learn and understand.

Cherwell gives you the ability to do almost anything you want/need to do. It's built in workflow (One-Step) feature is great for automating repeatable tasks. The extensibility and integration options are also huge benefits. Being able to link into pretty much any other application with a SQL back-end is huge.

There are quite a few bugs especially when it comes to the browser side of things. Customizing the Customer Portal lacks a functioning WYSIWYG interface and if you're a hosted customer, you have to open a ticket to have support restart IIS services before some of your changes go into effect. This makes creating/modifying a Customer Portal very painful. The Browser Client for technicians is also quite buggy. With the amount of "out of the box" features the software comes with, be very careful.. As some of these features are misconfigured out of the box and require either scouring the whole system or relying on a third party vendor who knows where the bugs are and can fix them. If you ask me, this is just a way to force you to use a consultant for implementation.

You can easily configure and create Incidents and Change requests; easy to use workflow and very well integrated with Microsoft active directory. Support is available as a community website and or as a phone call.

Cloud based and it can be slow once in a while, but works most of the time it is fine. It is getting better after our feedback.

The Cherwell Software seems to be reliable and easy to use. 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. Additionally the email integration works quite well.

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.

The ability to customerise this software to your own business needs is very impressive. You can have a different dashboard (each dashboard fulfilling an entire team's needs) for multiple different teams.

Learning how to assign functions to widgits and modify/place them was quite awkward due to the vast array of available functions that can be amended on this system.

Cherwell is very through and can support many types of help tickets for all types of support events. 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. It is easy to search for tickets and keep your support organized.

The dashboard can look busy and is difficult for newer users to navigate. Training is necessary for new users as there is a bit of a learning curve.

The application is incredibly customizable. You don't have to figure out how to cram a custom process into a fixed application, you just create your custom process with all and only the things and functions it needs, but still have the capability to link it to existing objects and processes

The lack of web browser compatibility development. However Cherwell is a company that actually listens to it's customers and they are constantly improving.

Powerful and flexible. Great dashboards and reportts.

Allows you to implement poorly if you don't follow best practices. The look and feel of Windows client is a bit dated and needs refreshed.

It's codeless and super friendly

I don't have any cons at this point

Easy to use once you are trained. Easy automation.

Can be difficult to work around the "codeless" design for those with coding backgrounds

Easy to use and customize.

Sometimes not as powerful as you'd like.

It can be configured in almost unlimited ways.

The features are so robust, sometimes I need assistance to find where to configure a tool.

Ease of use and incredible versatility.

Because of the versatility it is easy to overestimate your abilities.

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

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

Dashboard Management

Admin tool, could be easier to use. But may also simply be lack of training on my end.

Flexibility Customable

Need better portal features like web2.0

ease of use and great customer service

Responsive Portal an easier to migrate UI from older versions.

No pros were added to this review

No cons were added to this review

Cherwell Service Management is a very good system and I can recommend it to other companies. I like auto-creating tickets and inventory.

The system is very difficult to use, requires a qualified administrator, preferably with many years of experience. The implementation is also very difficult.

It allows you to do the things you need to do from an ITIL/ITSM perspective. As well as be creative when faced with obstacles, that do not require a "consultant" to code for you.

It needs to incorporate basic cost/financial management "attributes " for configuration objects

Ease of use. One single platform capable to be built out to fulfill any incoming request.

Not as "pretty" as other competitors. Mobile app leaves something to be desired.