4 out of 5.0, Reviewed Oct 18, 2016
While the initial set up of Cherwell was pretty straightforward and was implemented quickly there were quite a few... growing pains so to say while everything got tweaked and maniuplated in the backend by our Sys Admin. Changes were and are quick to make and once everything is taylored to the workflow it all functions very well and very smooth. One of the great features is the web interface option for if you're needing to remotely check an item in the system vs have to install the client one every computer you may use. The Bomgar integration is also a fantastic feature allowing it's interaction data to
Ask a lot of questions about the features and ensure they meet what you're wanting to do with them very specifically. Some things were explained in a way that made it sound more indepth than what they actually do, but was not actually misleading in anyway. Just not as detailed.
The wide range of functionality within the software between the request/incedent tickets, asset management - both hardware and software licenses, the knowledge base, and the customer portal to allow easy ticket creation with adequate detail.
The UI of the software is very clunky and slow to respond at times when scrolling or changing screens. More of an annoyance but considering the high level and professionality of the software the visual performance of it should match within reason.
I did not work directly with the vendor so I cannot say.
Over all everything went smoothly and we still had transition time from our old system to our new system, but a little more time to work in the test environment before switching over to live would have been preferable just to get used to and learn the flow of the software and get used to it.
Our Sys Admin has had the primary amount of contact with any service and support for the software and inegration so I cannot speak for her.
1 of 1 peer(s) found this review helpful.
5 out of 5.0, Reviewed Oct 17, 2016
This was a great and transformation product for us to use. Not only did it enhance the customer experience but it improved our internal accountability.
It really is a personal decision and the fit has to be right for your culture.
Their customer service and application speclialist service and support was excellent.
4 out of 5.0, Reviewed Oct 11, 2016
Cherwell has been easy to implement and grow our services in our portal to offer our customers easy access to services. We are excited about the user groups and know this will allow us to work with other companies to provide growth and support.
Join user groups and the community ,attend events and talk to other customers
Easy to customize
Support is not always the same you have to wait for the person assigned to your case to get back to you or start all over with another tech.
Better portal look and feel out of the box. Allow multiple admins to work inside system creating blueprints etc.. at the same time.
CGC16 was a great experience
Could be easier to work with
5 out of 5.0, Reviewed Oct 6, 2016
During product evaluation, Cherwell was extremely responsive to general questions and product functionality. We were assigned a presales engineer who would respond quickly to feature demo requests and would frequently do one-on-one demos with our staff.
Make sure your business processes are fine tuned and mapped out prior to implementation.
Flexibility and robustness of the product.
Cherwell's project management functionality is limited at this time.
As an organization with immature ITSM processes, there were some questions we did not know to ask. It would have been helpful if Cherwell would have had process experts as well as technical experts to assist during presales.
We had to lean heavily on Cherwell for business process design and support due to our low ITSM/ITIL maturity. We had a very short procurement window due to budget constraints. If we had to start over, we would spend a great deal of time on our processes prior to implementation.
Cherwell support is responsive and very good. They have a wealth of how-to videos and the knowledge base is filled with great info.
5 out of 5.0, Reviewed Oct 5, 2016
Cherwell is one of the most responsive and customer-oriented vendors I have had the pleasure to work with. Due to some growing pains with expanding to handle their growth, every time I need something, I knew there was a person (often several people) who cared about me and were willing to do whatever they could to help me in the fastest way possible. I like to say that Cherwell doesn't work at my speed, they work faster. I am often slower to respond than they are. I have built many relationships with the people at Cherwell and they are all amazing to work with. Every time I have an issue, tech support is always very helpful and will escalate me in a timely manner if need be. If I need licenses or questions about product capabilities, sales are very open and responsive. Finally, if I have ideas or desires, Professional Services and various other units are EAGER AND WILLING TO LISTEN. They are very customer-centric, especially on their roadmap and product functionality. They don't dictate to you how you will do ITSSM, you can take the already fabulous product with its extensive out-of-the-box functionality (including many ITIL--11--processes) and make it work for you. You could also just implement it's out-of-the-box features quickly and easily and you'll be practicing ITIL in no time.
When looking at customization, consider your business processes first and make sure that the customization is necessary. You would be surprised how often the best practices in Cherwell would be better adopted and changed to fit processes that still exist simply because "that's the way we always did it". When you make customizations, think about supportability and try to adhere to recommendations and supported features, not "hacking" the system. This will save you a lot of headache in the long run. If you have any questions or want to learn more, engage Cherwell, your 3rd party vendor, and the community ASAP. Don't wait, they are all out there ready to help you and connect you with the resources you need. That is what makes Cherwell an even better company and product. The network of people, support, help, and resources is vast and willing. Don't make the mistake of thinking you need to solve everything internally and change the product 7 ways from Sunday to make it work for you. Lastly, Cherwell is a PLATFORM, not just an application or a tool. If it can't do it, it will probably integrate with it. If you don't put the functionality in Cherwell (yet...you will eventually =) ), you should use Cherwell to orchestrate and connect with the applications and tools that do. Cherwell can and should serve as a way to deliver services and support from start to finish in a seamless manner.
It is a very easy & friendly product to use. The dashboarding is simple but can be made complex and can deliver many different data sets, activities, and metrics. The reporting tool is very powerful and in my limited experience when it comes to using it to get Cherwell data, comparable to using Crystal Reports. Equally as powerful as Crystal Reports and I would use it for doing Cherwell data reports every time, never use anything else. It includes a scheduler which eliminates the reliance on operating system schedulers to run automated scheduled operations. On the note about automation, it's automated process engine that lets you automate almost everything is amazing and has the ability to scale and minimally impact performance so that it can grow with your organization. The ability to interact with the system via email is unparalleled by any product I have seen so far, which really helps when your organization is soo attached to an email to conduct business (although inappropriate at times, e.g. using email instead of creating records in a database or using IM for short communications burst). Lastly, the licensing is a dream come true. The licensing scheme is & has always been concurrent, despite other vendors we have moving to named licensing and costing us a fortune. You only consume a license for non-customer applications. You consume no additional licenses for logging into other license-consuming applications after your 1st. You can stand up 3 instances with the same license key for testing and development. No additional licenses for non-production use. I like virtually everything about it. I know it doesn't go with the question, but I do. Each feature helps me with a part of my responsibilities that would be mind-numbingly tedious with Cherwell Service Management.
Unfortunately, because it is so customizable, the system can be messed up or made less efficient and effective through unwary developers or administrators. That is really the only major issue I have had with the product. I can be my own worst enemy. That being said, I still have the ability to fix it and can consult many people from the vendor, a 3rd party, or the user community on recommended practices when customizing the product.
Persuaded us to not customize it to the point of unrecognition. At my insistence (and I made a great case), we reimplemented Cherwell (from v3 to v5) to take advantage of the new content and features, but mainly to realign us with Cherwell's implemented best practices that stemmed from the ITIL framework. Essentially, we could have using Cherwell better for 7 years by actually using Cherwell as its makers intended.
When we brought Cherwell Service Management into our organization, everything went very well. Cherwell the company was very helpful and the 3rd party vendor who helped us implement it was very helpful as well. He did everything we wanted to get the system up and running. The problem was...he did everything. We basically requested that he make Cherwell work like the tool it replaced (). This was our biggest mistake. We should have embraced Cherwell and way it worked. We would be at least 10x more efficient in service and support delivery, more mature in practicing ITIL, and more "on the same page" about what is happening in our organization in relation to IT.
Service and support has always been amazing. They are very timely and quick to connect you with resources, even if they can't help themselves. Also, when you say you have an emergency, they make sure to work with you until it's not.
5 out of 5.0, Reviewed Oct 5, 2016
We have created some great relationships with Cherwell and they have been there to hear and react to our feedback. I've never managed a vendor that has been so receptive to feedback.
Be careful if you have multiple developers; you will need some process/coordination in place to prevent overrides. It is possible to have multiple developers, though.
There are not many limits in terms of what you can do. The platform is very extensible to match business process.
The UI elements that we have to design with a look about 10 years old; it is difficult to build a modern-looking experience for end users.
I wish they put more of the feature prioritization on the customers. for example: with voting
Developed a more robust ITSM roadmap prior to Cherwell implementation
Service understands issues but when service needs to send to development, the customer loses visibility and it is tough to tell the status. This is true even for a bug. If your development request is integrated in a new release, Cherwell does e-mail you but it is unknown what status that request is in beforehand.
5 out of 5.0, Reviewed Oct 5, 2016
Cherwell has ben very responsive to all inquiries. Our experience with the implementation partner was not nearly as good as with Cherwell.
If you choose to go with an implementation partner rather than having Cherwell do the direct implementation, choose the VAR wisely.
The tool itself is nimble and easily learned. We have been able to adapt and modify to suit our needs. The modular approach has allowed us to implement iteratively, in phases to meet business priorities.
Directed us to a more viable and responsive VAR for implementation
Select a different VAR for implementation
Interactions with Cherwell personnel have been overwhelmingly positive. They take ownership of the issue but involve the right experts at the right time to ensure that the answers are complete and accurate.
3 out of 5.0, Reviewed Oct 5, 2016
When calling Support, their knowledge is lacking, most cases they are not able to assist us and when asking to send to level 2 or 3 it doesn't happen. We have been using Cherwell for quite a while and we do all the basic testing before calling the support desk.I
Get all the products installed at the beginning, test all the products thoroughly before the vendor leaves your location.
Easy to use for end users. Easy to configure based on Customers requirements,
Too many bugs when upgrading, and only way to fix bugs is with a new release which brings more bugs,
Stick to the SOW and not let others miss lead him in other directions.
Get a different Professional Service Rep. Have a better statement of work agreement and stick to it. Implement additional products such as Change Management and Problem Management.
Support 1st level is not very helpful, and trying to get to level 2 or 3 takes gettng someone higher up to make it happen.
5 out of 5.0, Reviewed Oct 5, 2016
I've pleased with Cherwell but we wished TeamInfo available for us in version 5.1 when we first implemented in 2014.
Asking for ways to do housekeeping and performance tuning (Database) early on.
Can not identify actual(database process owners) users (shared CSDAdmin) which used Cherwell Quick Searches which caused system performance issues.
PSO should had more sessions with our key users and system interfaces to overcome our shortcomings or clarifying work arounds (for Cherwell 5.1 limitations, 2014).
Having more variety of user groups/representatives in our organization initial Discovery and Service catalogs with Cherwell PSO.
I like Cherwell Software.
5 out of 5.0, Reviewed Oct 5, 2016
The Cherwell staff have always been delightful to work with. Their expertise in addressing unusual business process needs has always been extensive.
Plan, Plan, Plan. If the plan for usage is not clearly thought out, the danger of a failed implemented grows exponentially.
I can create new capabilites while users are in the system.
With so many tools and capabilities, sometimes it takes a while to find the location to conduct configurations.
Take more time for data clean-up (the old data imported into Cherwell). This step was rushed by leadership.
Cherwell's support team are always delightful and helpful. If the person I have reached does not have an answer, they immediately bring in higher level experts.