5 out of 5.0, Reviewed Aug 22, 2016
From pre-sales to ongoing support, we have never had an issue getting prompt, competent. Support. We've been a customer for nearly five years at the time of this review and the quality of support and attention to our issues, requests are just as good as they were during the sales process. The product itself is excellent, but it's the people behind it that make the experience exceptional.
Find a good partner to get you started and follow their advice
Incredibly flexible and easy to learn. It's as much a platform as it is an ITSM solution.
Web client still isn't as capable as local client.
Push us to stick close to the out of the box product and not give in to our desire to make the product follow our existing processes
Better upfront analysis of our needs and stick to out of the box until we get comfortable. We went against the advice of our implementation consultant and changed a great deal that should have been left as is.
Have yet to find anything we needed that couldn't be accomplished with this tool. Very comprehensive and flexible.
We have relied on the service and support teams a great deal. Response in generally prompt and issues are escalated to the appropriate team as required.
Never had a problem integrating with other systems. We have integrated with MS System Center Orchestrator, Active Directory and Configuration Manager before mApps were available. Deployment of the platform is simple and straightforward. Only takes an hour or so to setup the application server, database and LDAP integration.
4 out of 5.0, Reviewed Aug 15, 2016
The Cherwell CSM Software has worked very well for us. Our technologists generally find the tool easy to navigate and use. We initially deployed in Cherwell's SaaS environment, which, for our organization, did not allow us the flexibility we felt we required in order to be completely successful. We did not identify this before choosing to implement in the vendor's SaaS environment.
Pull the triger. The software is solid, and the company is one of the most responsive in the IT field.
The flexibility and the knowledge of the support arm of the organization.
The SaaS environment is inflexible. However, we admittedly should have found this out by doing better due dilligence examination. This is less the fault of the vendor, who positions their SaaS offering for the most vanilla of their customers. We're definitely not vanilla. We're not even chocolate. I don't think you could find our flavor in Baskin Robins's 33 flavor catalog.
Offer a scalable cloud architecture that would allow us database level access.
We would carefully examine the abilities of the cloud service provider, and would likely have chosen a different implementaiton strategy, such as on-premise, from the start. We also would have better vetted the professional from the company who was assigned to our account to serve as an implementer.
This tool will do whatever we need it to.
First tier support can be somewhat iffy... however their second tier support is exceptionally rock solid.
Cherwell integrated well with our business processes.
1 of 1 peer(s) found this review helpful.
5 out of 5.0, Reviewed Aug 11, 2016
Great support and training. Like the user group community
Understand what you want to track in the long run; create use cases before configuring the application
Easy to configure
Have more templates for different types of organizations and use cases
Define CIs first
Quick response to issues
painless integration. Great support
4 out of 5.0, Reviewed Aug 8, 2016
They have grown a lot since we purchased them and we did see some growth in their support are, which in turn had some folks that were not as knowledgeable as they should be on the product. That has changed and gotten better.
Go through Design workshops and have an open mind BUT also have a plan.
Much easier to administer than our last product.
Reporting. Their dashboards are great! Easy to build and use, reports are not.
Find a different 3rd party consultant. Move, more quickly into Phase 2 (change and problem) while we had momentum.
We had a 3rd party, so this is hard to judge. But when I needed their support, had questions or concerns, they were right there!
4 out of 5.0, Reviewed Jul 28, 2016
The incident creation process is working very well. I am still in the birthing stages of getting the KB through all its internal processes but I have faith that the product works well.
Use it to its maximum potential-it has a lot to offer it seems.
The friendly interface.
So far I am not enthralled with the follow up from the customer service group.
I would probably get CAM as part of the package.
3 out of 5.0, Reviewed Jun 6, 2016
The company is experiencing exponential growth and is having difficulty keeping up with the growth with customer response, expanded functionality, and just meeting basic needs of an organization and in responding to service requests. In its current state it is somewhat limited on design features and we found ourselves having to go to a 3rd party provider just to get an appealing dashboard and service catalog. We now have to manage upgrades so they don't break those outside designs. We are approximately a week away from go-live and are struggling even now to get the look and feel we want. On top of that, we upgraded to the most recent version to resolve some vulnerability issues and it "broke" everything we had done up to that point. Another issue to deal with just prior to go-live!
Ask all the hard questions from the vendor to make sure you have a full understanding of what the software can and cannot do.
Unable to yet provide a positive response to this question.
Still in a very immature state even after years of existence.
Provide more timely responses to issues, especially during the implementation phase.
Not just go with the most cost efficient solution.
Slow response time.
We have been very dissatisfied with the product up to this point in its current state.
1 of 2 peer(s) found this review helpful.
4 out of 5.0, Reviewed May 10, 2016
We had a very good overall experience - it was a 2-year program that launched very successfully.
Make sure you leave enough time to implement correctly.
Easy to use and configure.
Leverage more capabilities of the tool.
More testing and test cases. Could have leveraged more of the tool at launch.
4 out of 5.0, Reviewed Apr 6, 2016
Vendor was very engaged with us during RFI and RFP process, and appeared connected to our goals and desired outcomes. Other vendors were either not fully engaged or too focused on selling us on capabilities/features that were beyond our initial scope.
If you are going to own development after going live, insist on a PS engagement where you are driving the bus during the initial configuration.
Ease of use and alignment to ITIL best practices.
Inability for multiple develelopment activities to occur simutaneously.
Improve the ability for multiple developers to code and publish simutaneously. This would speed up our development and product expansion across the organization.
Stick to our process designs during the design phase with professional services. Ensure our developers were in the drivers seat during initial configuration. This may have taken longer to go live; however adoption and familiarity of the product would have been faster and greater.
5 out of 5.0, Reviewed Mar 29, 2016
The Vendor was excellent and responsive in our initial investigation and supportive in our pre-install tech training. The software has proven to be very malleable to our existing processes and supportive of process improvements as the need has arisen. I routinely recommend this software to peers in my industry.
Having peer institutions to share information with is really important. Not only did we learn by having someone go first and let us piggy-back on their experience, we were able to help them with issues later on as we found solutions.
I like that it allowed us to use our existing processes without any major changes. Cherwell adapted to us rather than us trying to square-peg our process into it. It made it feel a lot more natural to use.
There isn't a lot I would change really. We took our time with it.
We are looking to add Facilities and other departments to our ITSM product because it can do whatever we determine we need it to do. That's pretty amazing really.
We had the unusual luxury of taking our time with it. By the time we had the consultant on site we had completed a ton of the prep work which made the installation go very smoothly.
5 out of 5.0, Reviewed Mar 28, 2016
Has a outstanding platform and their focus is on their customer.
The platform has endless possibilities.
Having to publish so much.
Had a implementation support team for existing customers and upgrades.
Upgrade more frequently and maintain contacts.
Very dynamic platform
I was not apart of this