4 out of 5.0, Reviewed Dec 2, 2016
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...
Ensure that existing platform's data can be easily mmigrated to Cherwell (if needed).
Dashboards and reporting are pretty solid and the ability to create your own reports is nice as well.
Not much, to be honest. Out of box features met our needs fairly well.
4 out of 5.0, Reviewed Nov 28, 2016
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.
Spend additional time getting processes vetted out.
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.
Fat client looks very dated.
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.
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 Nov 24, 2016
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 Nov 17, 2016
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.
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.
Supported on mainstream products like Windows and SQL Server, etc. Excellent funtionality and prebuilt interfaces to additional products, e.g. SCCM, Altiris, etc.
Compared to HPSM, nothing.
Do the work or let the 3rd party do it, but don't be the middleman.
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 Nov 17, 2016
The client has worked well, the web interface has required a lot of tweaking.
Test the product around your business to check for networking issues.
Ease of statistics extraction.
Lack of choices with user licenses.
Had a more robust set of customization tools.
Dedicate more staff to the roll out.
4 out of 5.0, Reviewed Nov 8, 2016
I like the mApps and the ease of funtionality, without code. I am not a fan of the licensing structure.
Please have all your data collected, and utilize all external data sources.
Basically plug and play, you can make a lot of changes without code.
Use Solar Winds and Filewave to collect CMDB data.
Have CMDB and roll out all modules.
4 out of 5.0, Reviewed Oct 20, 2016
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
Shop around and find the correct solution that fits the needs of the business
Ease of use
Create more in depth knowledgebase, as the most up to date and useful knowledge is provided through the community.
Nothing, the rooll out and integration went smoothly and we are saving money.
Service and support come as needed we did not purchase any continued support.
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