4.3 out of 5 (183 Ratings)

179 Verified Reviews

Cherwell Service Management

Implemented a few years ago and it needs additional functionality and more flexibility

When you are configuring the system prepare use cases and scenarios on how it will be used and then review them in 6-12 month

Cherwell Service Management

Cherwell...getting better with time

Our Cherwell team has created a thin Cherwell client and a thick Cherwell client for our use. Obviously the thin client is a quick and dirty way to create routine tickes. The thick client is the full blown ticket entry generic to Cherwell. This separation has made some of our lives easier. Like that flexibility.

Cherwell Service Management

Successful evaluation and comparison, but opted to go in a different direction

Definitely consider Cherwell. They are scalable, feature filled, and flexibile with pricing (although concurrent licensing can be restrictive).

Cherwell Service Management

Nothing makes it stand out from other ticketing solutions.

Proof of concept and make sure you are using right sized hardware

Cherwell Service Management

Great tool, used internally for our Deskside Support teams

Cherwell has some great tools and features but requires a well communicated and followed procedure for proper feature utilization

Cherwell Service Management

Very customizable ITSM application, spent the time before implementation

Cherwell Service Management overall is a very good extensible platform and was fairly easy to adapt to our needs while providing a platform to allow continuous improvements as we grow.

Cherwell Service Management

Very easy to customize for your environment and your needs

We made a change for a in house coded system to the Cherwell system. The 1st roll out was a little rough as we tried to use the software right out of the box which worked but had alot of features that where not working as we needed. Once we made the needed changes and worked with the vendor we where able to roll out a 2nd version that was much better for our needs. Since then we have been tweeking it to better meet our needs are our enviorment changes.

Cherwell Service Management

If it seems to good to be true, it probably is...

The level of consulting necessary to have a working process was grossly underestimated. This was a shared blunder on the part of both parties. The Go-Live process and their playbook are non-existent. It seems as if they are defining process from scratch rather than sharing with us their lessons learned from bringing 100's of other customers live on their tool.

Cherwell Service Management

Cherwell increases efficiency

Overall the ticketing software is great the reporting piece can be cumbersome to create.

Cherwell Service Management

Almost completely up and running out of the box, but customizing can be tough.

The good: It's a strong ITSM tool right out of the box. A couple of weeks of dedicated development work will yield a custom service catalog with SLAs, a top notch asset management tool, and plenty of customization in changes, problems, incidents and work orders to help streamline business processes. The bad: The product was originally represented in sales meeting as being entirely UI driven and very easy to administer and customize. After a week of training, this was shown to be exaggerated. Cherwell's blueprint template system is better than directly interacting with a database but it takes a fair amount of experience and training to build out business processes, configuration items, and usable reports but has a lot of room for growth in ease of use. The blueprint system for customizing Cherwell is more cumbersome than it needs to be and making a single change can require navigating to several locations and updating multiple tables.