Loading product reviews...
4.5 out of 5.0 (152 ratings)

Reviews Distribution

5 Stars
4 Stars
3 Stars
2 Stars
1 Star
We don't have any qualitative reviews for this vendor yet


View other vendors in this market
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.
  • 4 out of 5.0, Reviewed

    Product(s): Cherwell Service Management

    Smooth deployment and partnership

    Overall Comment

    Realitvely smooth deployment process - vendor made themselves available and were good partners throughout the process. A better data transition from old to new would have been nice...

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

    Ensure that existing platform's data can be easily mmigrated to Cherwell (if needed).

    What do you like most about the product or service?

    Dashboards and reporting are pretty solid and the ability to create your own reports is nice as well.

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

    Not much, to be honest. Out of box features met our needs fairly well.


  • 4 out of 5.0, Reviewed

    Product(s): Cherwell Service Management

    Worlds collided on processes. Spend additional time getting processes vetted out.

    Overall Comment

    Migrating people who were used to paper processes to a more formal approach with high degree of regulation was the biggest sticking point. Sprinkle in an aggressive timeline and you get an intense project.

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

    Spend additional time getting processes vetted out.

    What do you like most about the product or service?

    At the end of the day, the processes and procedures work as expected. As we mature the application a lot of the usability will come.

    What do you dislike most about the product?

    Fat client looks very dated.

    What one thing do you wish the vendor did differently?

    OOTB functionality does not handle many to many relationships very well. Need to come up with a better paradigm to handle these types of issues. Import tool is very lacking.

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

    Spend additional time getting processes vetted out before implementation. Work closer on reviewing the data that was going to be loaded into the CMDB.


  • 4 out of 5.0, Reviewed

    Product(s): Cherwell Service Management

    Configurable and simple

    Overall Comment

    In general, the application is quites easy to use however, it does not allow progress on ticket creation if certain variables are not met. With over 200 seperate departments, getting a ticket to the correct team within a department becomes tedious. The application is quite configurable to handle this.


  • 4 out of 5.0, Reviewed

    Product(s): Cherwell Service Management

    Recognize the amount of dedicated post support personnel that will be required.

    Overall Comment

    The rollout and cutover from HPSM was successful. The biggest issues we dealt with were overall SOW and the modules we needed implemented in the timeframe required. You either need to have experienced Cherwell administrators, or you will need to keep very expensive consultants on the project, and of course even afterwards if you desire any new functionality that has any real complexity to it. Cherwell as a vendor was great to work with, they run on Microsoft SQL server and are supported on mainstream products. Unlike HPSM which was very difficult to upgrade and develop any new funtionality in.

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

    Depending on your company's financial position definitely weigh cloud versus on premise. Scope creep, very easy with the product and the massive amount of functionality the product offers.

    What do you like most about the product or service?

    Supported on mainstream products like Windows and SQL Server, etc. Excellent funtionality and prebuilt interfaces to additional products, e.g. SCCM, Altiris, etc.

    What do you dislike most about the product?

    Compared to HPSM, nothing.

    What one thing do you wish the vendor did differently?

    Do the work or let the 3rd party do it, but don't be the middleman.

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

    Would not have Cherwell sub out the professional services work, go straight to the 3rd party, no need for a middle man. Get all your people that are going to support it long term to training as soon as possible and have them do the work with the 3rd party professional team training them as they go along, etc.


  • 4 out of 5.0, Reviewed

    Product(s): Cherwell Service Management

    Bumps along the road but smooth sailing ahead.

    Overall Comment

    The client has worked well, the web interface has required a lot of tweaking.

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

    Test the product around your business to check for networking issues.

    What do you like most about the product or service?

    Ease of statistics extraction.

    What do you dislike most about the product?

    Lack of choices with user licenses.

    What one thing do you wish the vendor did differently?

    Had a more robust set of customization tools.

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

    Dedicate more staff to the roll out.


  • 4 out of 5.0, Reviewed

    Product(s): Cherwell Service Management

    Cherwell, ITSM

    Overall Comment

    I like the mApps and the ease of funtionality, without code. I am not a fan of the licensing structure.

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

    Please have all your data collected, and utilize all external data sources.

    What do you like most about the product or service?

    Basically plug and play, you can make a lot of changes without code.

    What do you dislike most about the product?

    Licesing

    What one thing do you wish the vendor did differently?

    Use Solar Winds and Filewave to collect CMDB data.

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

    Have CMDB and roll out all modules.


  • 4 out of 5.0, Reviewed

    Product(s): Cherwell Service Management

    Easy to use, cloud based has drawbacks.

    Overall Comment

    Being hybrid, we know the cloud is not always up. However the vendor support and community are great. Easy to implement and train users to use

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

    Shop around and find the correct solution that fits the needs of the business

    What do you like most about the product or service?

    Ease of use

    What do you dislike most about the product?

    Cloud based

    What one thing do you wish the vendor did differently?

    Create more in depth knowledgebase, as the most up to date and useful knowledge is provided through the community.

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

    Nothing, the rooll out and integration went smoothly and we are saving money.

    Service & support - overall comment

    Service and support come as needed we did not purchase any continued support.


  • 4 out of 5.0, Reviewed

    Product(s): Cherwell Service Management

    Big Step Up From Service Now.

    Overall Comment

    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

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

    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.

    What do you like most about the product or service?

    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.

    What do you dislike most about the product?

    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.

    What one thing do you wish the vendor did differently?

    I did not work directly with the vendor so I cannot say.

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

    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.

    Service & support - overall comment

    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

    Product(s): Cherwell Service Management

    Easy to implement; powerful stats

    Overall Comment

    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.

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

    It really is a personal decision and the fit has to be right for your culture.

    Service & support - overall comment

    Their customer service and application speclialist service and support was excellent.


  • 4 out of 5.0, Reviewed

    Product(s): Cherwell Service Management

    Great product

    Overall Comment

    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.

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

    Join user groups and the community ,attend events and talk to other customers

    What do you like most about the product or service?

    Easy to customize

    What do you dislike most about the product?

    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.

    What one thing do you wish the vendor did differently?

    Better portal look and feel out of the box. Allow multiple admins to work inside system creating blueprints etc.. at the same time.

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

    CGC16 was a great experience

    Service & support - overall comment

    Could be easier to work with


Show More Reviews

Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(118)
4.3

Ability to understand your organization's needs

(143)
4.3

Timely and complete response to product questions

(146)
4.4

Pricing and contract flexibility (pricing and terms)

(122)
4.4
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(140)
4.1

How long did your deployment take?

3 - 6 months (<6)

0 - 3 months (<3)

6 - 9 months (<9)

I don't know

9 - 12 months (<12)

12 months or more


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

(120)
4.1

Ease of integration using standard APIs and tools

(106)
4.1

Quality and availability of end-user training

(138)
4.1

Ease of deployment

(140)
4.3
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(144)
4.3

Did you purchase a support package from the vendor?

Yes

No

I’m unsure


Timeliness of vendor's response

(138)
4.2

Quality of technical support

(137)
4.2

Quality of peer user community

(131)
4.2
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(150)
4.5

Incident and Problem Management

(148)
4.7

Change, Configuration and Release

(130)
4.4

Self-Service/Request Fulfillment

(121)
4.4

IT Knowledge Management

(121)
4.0

Reporting and SLA Management

(137)
4.0

Process and Workflow Design

(133)
4.4

Data Source/ITOM Tool Integration

(133)
4.2
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Development/Integration

Rollout and Install

Maintenance and Support

User Training

Application Lead

Technical Assessment

Functional Assessment

Vendor/Product Selection

Vendor Management

Executive Sponsor

Other...


What other vendors were considered?

ServiceNow

BMC Software

Cherwell Software

Heat Software

Hewlett Packard Enterprise

Microsoft

LANDESK

CA Technologies

Axios

IBM

ManageEngine

EasyVista

Hornbill

Landesk

Zendesk

SolarWinds

Atlassian

Spiceworks

Serena Software

Easy Vista

Sunview Software

TeamDynamix

TOPdesk

1E

Freshdesk

HelpSTAR

IssueTrak

Samanage

SysAid

Wendia

Adaptiva

ASG

Cisco

HEAT Software

iSupport

Omnitracker

SAP

Other...


Why did you purchase an IT Service Support Management Tool?

Create internal/operational efficiencies

Improve customer relations/service

Improve business process agility

Improve business process outcomes

Improve compliance and risk management

Enhance decision making

Cost management

Drive innovation

Drive revenue growth

Reduce time to market

Improve supplier or partner relations

Other...


What were the key factors that drove your decision?

Product functionality and performance

Overall cost

Strong customer focus

Product roadmap and future vision

Strong services expertise

Breadth of services

Strong user community

Strong consulting partnership

Financial/organizational viability

Pre-existing relationships

Other...