Cherwell Service Management

Cherwell Service Management

What Is Cherwell Service Management?

Cherwell Service Management is a powerful IT Service Management (ITSM) solution that provides enterprise organizations with the ability to easily maintain and configure IT processes. Cherwells flexible and feature-rich ITSM solution allows teams to rapidly meet the changing and growing demands across their organization, from IT to Facilities to HR, with seamless workflows and lower costs. Cherwell ITSM enables you to transform your IT Service Desk.

Who Uses Cherwell Service Management?

Service Desk professionals who require a fully-integrated system- one that is easily customized - automating ITIL and custom workflows. Perfect for companies supporting 1,000+ end-users.

Cherwell Service Management video
Cherwell Service Management Software - Main Dashboard Cherwell Service Management Software - Incident Management Cherwell Service Management Software - CMDB Dashboard Cherwell Service Management Software - IT Change Management Cherwell Service Management Software - Cherwell Marketplace

Not sure about Cherwell Service Management? Compare with a popular alternative

Cherwell Service Management

4.3 (162)
Cherwell Service Management
US$189.00
month
Free version
Free trial
64
19
4.2 (162)
4.4 (162)
4.3 (162)
VS.
Starting Price
Pricing Options
Features
Integrations
Ease of Use
Value for Money
Customer Service
No pricing found
Free version
Free trial
108
19
4.5 (378)
4.5 (378)
4.5 (378)
Why am I seeing this?

Alternatives to Cherwell Service Management

Sponsored
SysAid helps IT work smarter, not harder, with service automation based on a decade of AI information. Try IT for free today. Learn more about SysAid
Freshdesk is an easy-to-use customer service software that helps over 50,000 businesses worldwide create stellar customer experiences. Learn more about Freshdesk
Alloy Navigator is a real-world solution beautifully designed for real-world customers, built by real-world IT people just like you. Learn more about Alloy Navigator
The next generation of PSA tool. Complete professional services automation package for software and services businesses. Learn more about CloudBlue PSA
C2 ATOM is a powerful online IT service management software, fully customizable to your operational performance enhancement needs. Learn more about C2 ATOM
HaloITSM brings everything you need for IT support into one centralised solution. Learn more about HaloITSM
Tackle projects and improve workflows with Wrike’s work management software. Remove barriers, find clarity, and exceed goals. Learn more about Wrike
Online ITSM Service Desk with Incident, Problem, Change, Release & Asset Management, in addition to powerful ticketing & automation Learn more about Freshservice
VIZOR is an ITIL best practice helpdesk issue tracking solution for IT end user and customer support. Try now for Free. Learn more about VIZOR IT Asset Management
An open-source suite of integrated apps to manage CRM, PoS, Website, eCommerce, Sales, Accounting, Warehouse, HR, Marketing, and more. Learn more about Odoo
IT service management solution that provides automation, change management, and practice content to reduce risks and costs.
ServiceNow Customer Service Management is built for the digitally connected service economy.
Web-based help desk software with live chat and remote desktop support.
Inspection checklists, electronic signature capture, and deficiency tracking tools for field technicians and sales force.
The world's most advanced best practice based IT service management software solution.
ServiceNow automates daily support tasks and help you to track, measure, and process any unit of work. It's easy to use and scalable.
Service Management Software Suite that represents a comprehensive solution for service, support, and customer care
Cloud-based, scalable customer service optimization software available on a unified platform for demanding B2B service teams.
Enterprise-class Service management application built for multinational organizations around Service Integration and Management.
USU IT Service Management is a modular, fully ITIL-compliant software suite. It offers everything IT organizsations need.

Reviews of Cherwell Service Management

Average score

Overall
4.3
Ease of Use
4.2
Customer Service
4.3
Features
4.4
Value for Money
4.4

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Douglas
Douglas
IT Tech Support Specialist in US
Verified LinkedIn User
Higher Education Software, 501-1,000 Employees
Used the Software for: 1+ year
Reviewer Source

Very effective ticketing system

5.0 3 years ago

Comments: Cherwell Service Management has been a very effective ticketing system for our operation. It rewards inquisitive users who have some experience with SQL queries. It integrates with our email system, so we end up receiving and answering email inquiries from our user community through the Cherwell interface. It gives good reporting, and good statistics, although the reporting requires some effort to access. It has been a good system for my organization

Pros:

Customization of searches; use of an SQ-like search format to build queries that can then be saved and reused

Cons:

Requires some level of training in order to increase personal customization. Occasionally have multiple people working on the same tickets, so some tickets get resolved with ineffective solutions while others are working on them. Reporting requires some effort to access.

Verified Reviewer
Service Transition Manager in US
Verified LinkedIn User
Information Technology & Services, 1,001-5,000 Employees
Used the Software for: 6-12 months
Reviewer Source

Alternatives Considered:

Great product with high upside

5.0 3 years ago

Comments: Overall the process with Cherwell has been great. The product is fantastic with very few hiccups.

Pros:

This product allows us to customize it in a way that makes it so we can bring all departments within the same system (finally!).

Cons:

Implementation and additional integrations can be difficult (as with any product).

Verified Reviewer
Business Systems Specialist in US
Verified LinkedIn User
Higher Education Software, 201-500 Employees
Used the Software for: 1+ year
Reviewer Source

Standard functionality but horrible UX

2.0 4 years ago

Comments: We use Cherwell as a ticketing system for the help desk as well as change management system. The user interface is challenging, to say the least. There are frames within frames that have to be scrolled through separately to see all of the information. The text box containing the user's message is so small, it show the tiniest portion of the message. To expand it, you have to pop open a new window, which automatically inactivates the main window so you have to trick the system in order to see multiple tickets at once.
The emailing functionality is clunky - the initial email you send to a customer uses one link but replies after that need to use a different "email" button that is oddly hard to find. When a customer sends a reply, the ticket displays in a different color, but that is the only notification. So if they send multiple messages, you wouldn't know unless you fully open the ticket and that is cumbersome.
There's an inactivity timeout that may not apply to everyone, but it's a hassle. The system times out after an hour of inactivity but it isn't consistent - sometimes it will run for days with no activity and not sign me out and other times it's at 60 minutes on the dot. Also sometimes when I'm logged out automatically, it doesn't actually log me out so when I try to log back in, I'm locked out.
Overall, with the current UX, it would have to be the cheapest option available for me to recommend it to anyone.

Pros:

Help desk tickets are tracked Released changes are tracked

Cons:

User experience Look and feel of the software Search functionality Notification process Inactivity timeout

Alex
Systems Administrator in US
Information Technology & Services, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Feature rich and customizable

4.0 4 months ago

Pros:

Very much aligned with ITIL which is what our company is focused and built around.

Cons:

Can be clucky at times, but that can be fixed with better customization.

André
André
Systems Administrator in Brazil
Verified LinkedIn User
Chemicals, 501-1,000 Employees
Used the Software for: 2+ years
Reviewer Source

A good and reliable ticket management system

4.0 last year

Comments: Good experience, the ticket management, the SLA tools, the filter tools, the access control and the idea of cloud based solution are very good differentials compared to the other solutions on the market, also it is reliable, on these 3 years using the solution, I could not remember any interruptions. Last but not least, the possibility to customize the solution, going through the development directly on the code is awesome, if the company has a programmer or a devolopment team, it can be totally customized for the company.

Pros:

It is reliable to manage your tickets, the SLAs, the escalation plans, everything works perfectly right. Therefore, the option to use the asset management is pretty interesting as well and you can access it from anywhere without you have an infrastructure, it is totally on cloud. Another plus about the software, is the possibility to customize it, according to your company, if you have an development team.

Cons:

Some features, like the agent to inventory the assets, needs to be bought apart from the software, it is something that would be really useful if it came together with the bundle.