Cherwell Service Management

(118)
4.0 out of 5 stars

Cherwell Service Management™ software is an IT service management (ITSM) solution that enables your IT team to implement and automate ITSM processes, while providing the extraordinary customer experience the business expects.

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Showing 118 Cherwell reviews
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Cherwell review by <span>Andrew B.</span>
Andrew B.
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Helpful to track service

What do you like best?

I like how it ties in with our helpdesk, auto-creates tickets, inventory. It works well with our node name systems, and can tie in with Bomgar to help with our Remote Desktop integrations. I like how it ties in with our helpdesk, auto-creates tickets, inventory. It works well with our node name systems, and can tie in with Bomgar to help with our Remote Desktop integrations. I like how it ties in with our helpdesk, auto-creates tickets, inventory. It works well with our node name systems, and can tie in with Bomgar to help with our Remote Desktop integrations. I like how it ties in with our helpdesk, auto-creates tickets, inventory. It works well with our node name systems, and can tie in with Bomgar to help with our Remote Desktop integrations.I like how it ties in with our helpdesk, auto-creates tickets, inventory. It works well with our node name systems, and can tie in with Bomgar to help with our Remote Desktop integrations. I like how it ties in with our helpdesk, auto-creates tickets, inventory. It works well with our node name systems, and can tie in with Bomgar to help with our Remote Desktop integrations.

What do you dislike?

Web client can be difficult to use, the formatting could be better. Sometimes the whole side is cut off when it easaly could be squished down a little bit to make it easier to use. Some times the inter face can be extremely slow.

Recommendations to others considering the product

Ease of use! it is very easy to integrate with our existing systems, email communication between users and

What business problems are you solving with the product? What benefits have you realized?

Tickets, organization, time management.

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Cherwell review by <span>Robert S.</span>
Robert S.
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Lagging behind the competition

What do you like best?

Cherwell allows you to customize pretty much any aspect of the software to meet your needs. There is a lot of automating that can be done that will help cut down overhead.

What do you dislike?

The interface does not seem to be well thought out. It appears to be designed to make certain tasks easier, but it ends up having the opposite effect. Most of the time we need to call support to figure out how to do something since their interface is not intuitive at all and the documentation is lacking.

Out of the box, the interface also looks very dated. Unless you have someone dedicated to graphic design, your self-service portal will end up looking like something from the 90's. The editor also has a very steep learning curve which should not be in the day and age. Most of their competition has drag and drop editors that are very easy to use while Cherwell's editor is overly complex.

The knowledge base is also very lacking compared to its competitors. You must be signed in to view knowledge base articles which almost defeats the purpose as you want your knowledge to be as easily accessible as possible. You also cannot link directly to a knowledge article which again makes it harder to promote the knowledge base.

Last, their update release cycle is lagging behind their competitors. There is only one update per year where most of their competitors are updating either monthly or even multiple times a month.

Recommendations to others considering the product

Look into some other cloud solutions such as FreshService, Jira Service Desk, or Samanage along with Cherwell. Most cloud solutions are cheaper than Cherwell and much easier to use.

What business problems are you solving with the product? What benefits have you realized?

We use Cherwell primarily for incident management. Out of the box it is capable of meeting our needs.

What Service Desk solution do you use?

Thanks for letting us know!
Cherwell review by <span>Robbie S.</span>
Robbie S.
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Good ticketing system

What do you like best?

The ability to assign tasks to others, and putting tickets on a pending status when you are waiting for something else to happen. Being able to see history of who did what helps with accountability.

What do you dislike?

I notice small bugs every once in awhile with the software and report them to our admin team. Bugs such as not receiving email notifications for breaches, or receiving an email that a comment was made. Also the mobile app is not great. It is usable if you need the ability to close tickets out in the field right away, but it is complex to get to your queue, and it is very basic in what it can do.

What business problems are you solving with the product? What benefits have you realized?

We moved from an older ticketing system to this. There is a lot to utilize within this software that we are not yet but are slowly moving forward. It is reducing the ticket count but also gives us reports to evaluate how to further bring it down. It also has helped with duplicate tickets being assigned to multiple teams, now one ticket can be placed and tasks can be assigned to individual teams for each piece of the puzzle

Cherwell review by <span>Alex K.</span>
Alex K.
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Cherwell SM has become a perfect replacement for BMC Remedy

What do you like best?

Cherwell has tons of features that every ticketing/service management system must have. Besides, it can be customized to anyone's liking and provide powerful reporting and incident visibility. It has many custom fields for incident resolution, categories, contacts etc. Availability of KBs, Active Directory tight integration, Skype Conferencing, Bomgar support among other features that stand out when comparing to similar systems, especially BMC Remedy that we used for long time.

What do you dislike?

It is faster and more modern than our previous ticketing system, but still laggy at times. Also, some incidents (records) might become locked and you can find yourself in an infinity loop of warning/error message windows. Built-in screenshot viewer would probably be a better idea then using external viewer. Cherwell has a logout/inactivity timer which can be annoying at times. Creating a service request could have been more straight forward - currently it requires to create an incident and then depending on what team it will be assigned to, it will automatically change from incident to service request.

Recommendations to others considering the product

It's still a good idea to review other alternatives such as Jira or Kasea, but Cherwell is definitely a very stron candidate if company is interested in following best ITIL practices.

What business problems are you solving with the product? What benefits have you realized?

Cherwell SM is used to handle day-to-day tickets, change requests, and service requests. Due to its easy of use and intuitive interface, it has been in very short period of time by all IT folks as well as end-user base.

Cherwell review by User
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Covers it all but...

What do you like best?

I like the workflow operations. The customer I use it with has it setup in a way, and I would assume is the same for most, where simple links and pop-ups take you through the necessary steps and fields to fill out so there is no guessing. All steps are logged and are easy to get to. Email notification is clear and convenient. Dashboards are clearly labeled and there many different aspects can be managed for ITSM standards including tickets, requests, change control, critical incident status, and reporting.

What do you dislike?

The right side of the UI is where you will find tabs for additional information such as Notes, automatic Journal entries for change in the ticket status, etc. However, the format is odd in the sense that frame these tabs are in is not dynamic. When you click to a tab that is perhaps on the far right of the list, you have to scroll the frame over to see that content, as if all the data was on a very long file. It would be nice if the content formatted centered and view able when you select a tab...like an Excel sheet for example.

Searching can be a bit clumsy as well. If you create a search and get all the data you want to see you can export it, but then have to choose your columns for the export again. They do not automatically mirror the on screen query.

What business problems are you solving with the product? What benefits have you realized?

Solves ITMS platform related needs. Ticket routing and re-routing and notifications.

Cherwell review by User in Government Administration
User in Government Administration
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Review of Cherwell Service Management software

What do you like best?

What I like best about Cherwell is the change tracking abilities. You are easily able to go back and look at everywhere the ticket or request has been and all notes and that is useful for problems that take an extended period of time.

What do you dislike?

I find that the interface is not that user friendly. There is a learning curve required to get used to Cherwell and many training videos which is not ideal for something that should not take up much time in my day. I also dislike that tickets are locked automatically because many times the person that locked it does not realize it and the one it needs to go to cannot update the ticket causing a delay.

Recommendations to others considering the product

Take time to learn the software and then it will be easy to use. Learning as you go is not recommended.

What business problems are you solving with the product? What benefits have you realized?

We are solving general service requests and problem tickets. It is useful in tracking problems until they reach a resolution. Tickets also appear as aged after a period of time which helps us stay on top of them if things are busy.

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