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4.5 out of 5.0 (39 ratings)

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We have aggregated ratings data on Cherwell Software but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 5 out of 5.0, Reviewed

    Product(s): Cherwell

    Insanely Customer Focused

    Overall Comment

    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.

    What one piece of advice would you give other prospective customers?

    Find a good partner to get you started and follow their advice

    What do you like most about the product or service?

    Incredibly flexible and easy to learn. It's as much a platform as it is an ITSM solution.

    What do you dislike most about the product?

    Web client still isn't as capable as local client.

    What one thing do you wish the vendor did differently?

    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

    If you could start over, what would your organization do differently?

    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.

    Product capabilities - overall comment

    Have yet to find anything we needed that couldn't be accomplished with this tool. Very comprehensive and flexible.

    Service & support - overall comment

    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.

    Integration & Deployment - Overall comment

    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

    Product(s): Cherwell

    Flexible, adaptable, easy to use.

    Overall Comment

    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.

    What one piece of advice would you give other prospective customers?

    Pull the triger. The software is solid, and the company is one of the most responsive in the IT field.

    What do you like most about the product or service?

    The flexibility and the knowledge of the support arm of the organization.

    What do you dislike most about the product?

    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.

    What one thing do you wish the vendor did differently?

    Offer a scalable cloud architecture that would allow us database level access.

    If you could start over, what would your organization do differently?

    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.

    Product capabilities - overall comment

    This tool will do whatever we need it to.

    Service & support - overall comment

    First tier support can be somewhat iffy... however their second tier support is exceptionally rock solid.

    Integration & Deployment - Overall comment

    Cherwell integrated well with our business processes.

    1 of 1 peer(s) found this review helpful.


  • 5 out of 5.0, Reviewed

    Product(s): Cherwell

    Almost painless implementation. Very satisfied

    Overall Comment

    Great support and training. Like the user group community

    What one piece of advice would you give other prospective customers?

    Understand what you want to track in the long run; create use cases before configuring the application

    What do you like most about the product or service?

    Easy to configure

    What do you dislike most about the product?

    None

    What one thing do you wish the vendor did differently?

    Have more templates for different types of organizations and use cases

    If you could start over, what would your organization do differently?

    Define CIs first

    Service & support - overall comment

    Quick response to issues

    Integration & Deployment - Overall comment

    painless integration. Great support


  • 4 out of 5.0, Reviewed

    Product(s): Cherwell

    Implementation was easy, a product is easy to administer and use.

    Overall Comment

    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.

    What one piece of advice would you give other prospective customers?

    Go through Design workshops and have an open mind BUT also have a plan.

    What do you like most about the product or service?

    Much easier to administer than our last product.

    What do you dislike most about the product?

    Reporting. Their dashboards are great! Easy to build and use, reports are not.

    If you could start over, what would your organization do differently?

    Find a different 3rd party consultant. Move, more quickly into Phase 2 (change and problem) while we had momentum.

    Integration & Deployment - Overall comment

    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

    Product(s): Cherwell

    Implementation and training were smooth just waiting on the quotes for the CAM-next stage.

    Overall Comment

    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.

    What one piece of advice would you give other prospective customers?

    Use it to its maximum potential-it has a lot to offer it seems.

    What do you like most about the product or service?

    The friendly interface.

    What do you dislike most about the product?

    So far I am not enthralled with the follow up from the customer service group.

    What one thing do you wish the vendor did differently?

    Not sure.

    If you could start over, what would your organization do differently?

    I would probably get CAM as part of the package.


  • 3 out of 5.0, Reviewed

    Product(s): Cherwell

    Implementation has been full of hurdles to get over!

    Overall Comment

    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!

    What one piece of advice would you give other prospective customers?

    Ask all the hard questions from the vendor to make sure you have a full understanding of what the software can and cannot do.

    What do you like most about the product or service?

    Unable to yet provide a positive response to this question.

    What do you dislike most about the product?

    Still in a very immature state even after years of existence.

    What one thing do you wish the vendor did differently?

    Provide more timely responses to issues, especially during the implementation phase.

    If you could start over, what would your organization do differently?

    Not just go with the most cost efficient solution.

    Product capabilities - overall comment

    Very limited.

    Service & support - overall comment

    Slow response time.

    Integration & Deployment - Overall comment

    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

    Product(s): Cherwell

    Cost effective, well-targeted solution.

    Overall Comment

    We had a very good overall experience - it was a 2-year program that launched very successfully.

    What one piece of advice would you give other prospective customers?

    Make sure you leave enough time to implement correctly.

    What do you like most about the product or service?

    Easy to use and configure.

    What do you dislike most about the product?

    Nothing.

    What one thing do you wish the vendor did differently?

    Leverage more capabilities of the tool.

    If you could start over, what would your organization do differently?

    More testing and test cases. Could have leveraged more of the tool at launch.


  • 4 out of 5.0, Reviewed

    Product(s): Cherwell

    Professional services made implementation easier; but limited our understanding to develop

    Overall Comment

    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.

    What one piece of advice would you give other prospective customers?

    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.

    What do you like most about the product or service?

    Ease of use and alignment to ITIL best practices.

    What do you dislike most about the product?

    Inability for multiple develelopment activities to occur simutaneously.

    What one thing do you wish the vendor did differently?

    Improve the ability for multiple developers to code and publish simutaneously. This would speed up our development and product expansion across the organization.

    If you could start over, what would your organization do differently?

    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

    Product(s): Cherwell

    The least painful way to get an ITSM product to work how you work.

    Overall Comment

    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.

    What one piece of advice would you give other prospective customers?

    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.

    What do you like most about the product or service?

    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.

    If you could start over, what would your organization do differently?

    There isn't a lot I would change really. We took our time with it.

    Product capabilities - overall comment

    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.

    Integration & Deployment - Overall comment

    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

    Product(s): Cherwell

    They are customer focused!

    Overall Comment

    Has a outstanding platform and their focus is on their customer.

    What one piece of advice would you give other prospective customers?

    Upgrade frequently.

    What do you like most about the product or service?

    The platform has endless possibilities.

    What do you dislike most about the product?

    Having to publish so much.

    What one thing do you wish the vendor did differently?

    Had a implementation support team for existing customers and upgrades.

    If you could start over, what would your organization do differently?

    Upgrade more frequently and maintain contacts.

    Product capabilities - overall comment

    Very dynamic platform

    Integration & Deployment - Overall comment

    I was not apart of this


Show More Reviews

Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(35)
4.4

Ability to understand your organization's needs

(38)
4.4

Timely and complete response to product questions

(37)
4.4

Pricing and contract flexibility (pricing and terms)

(36)
4.5
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(37)
4.2

How long did your deployment take?

0 - 3 months (<3)

3 - 6 months (<6)

6 - 9 months (<9)

12 months or more

9 - 12 months (<12)

I don't know


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(31)
4.1

Ease of integration using standard APIs and tools

(29)
4.1

Quality and availability of end-user training

(35)
3.8

Ease of deployment

(37)
4.4
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(39)
4.3

Did you purchase a support package from vendor?

Yes

No


Timeliness of vendor's response

(38)
4.4

Quality of technical support

(38)
4.4

Quality of peer user community

(34)
4.0
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(39)
4.6

Incident and Problem Management

(38)
4.9

Change, Configuration and Release

(34)
4.6

Self-Service/Request Fulfillment

(33)
4.5

IT Knowledge Management

(29)
4.2

Reporting and SLA Management

(36)
4.2

Process and Workflow Design

(36)
4.5

Data Source/ITOM Tool Integration

(24)
4.4
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Rollout and Install

Vendor/Product Selection

Application Lead

User Training

Maintenance and Support

Development/Integration

Functional Assessment

Technical Assessment

Vendor Management

Executive Sponsor

Other...


What other vendors were considered? Multiple responses allowed.

ServiceNow

BMC Software

Hewlett Packard Enterprise

Axios

Landesk

Heat Software

CA Technologies

Hornbill

IBM

Easy Vista

ManageEngine

Zendesk

Cherwell Software

Microsoft

Serena Software

TOPdesk

Atlassian

HEAT Software

SolarWinds

Spiceworks

Sunview Software

TeamDynamix

Wendia

Other...


Why did you purchase an IT Service Support Management Tool?

Create internal/operational efficiencies

Improve customer relations/service

Improve business process outcomes

Improve business process agility

Improve compliance and risk management

Enhance decision making

Cost management

Drive innovation

Other...


What were the key factors that drove your decision?

Product functionality and performance

Strong customer focus

Overall cost

Product roadmap and future vision

Strong services expertise

Breadth of services

Strong consulting partnership

Strong user community

Financial/organizational viability

Pre-existing relationships

Other...