Cherwell Software was a full suite of service management tools competing with BMC Remedy, ServiceNow, and IBM SmartCloud. It was acquired by Ivanti, and has reached EOL.
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Cherwell Service Management (discontinued)
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Cherwell Service Management (discontinued)
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Verified User
Chose Cherwell Service Management (discontinued)
Cost is the number one reason most use Cherwell versus the FootPrints and ServiceNow platforms out there. Not all orgs can afford millions for an ITSM solution and the cost of Cherwell means they can. Also the code less interface means you don't have to shell out additional …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
IT Specialist in Information Technology at General Dynamics (Defense & Space, 5001-10,000 employees)
Chose Cherwell Service Management (discontinued)
The licensing was favorable for our company. The setup and development made it easy to implement. We did have a 3rd party assist with requirements gathering and implementation. This allowed us to meet out targets and deliverables. Performance is very seldom an issue. The uptime …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Cherwell Service Management (discontinued)
Cherwell Service Management is much better than the other products that I've used in the past. While it isn't a simple system, it does all of the things that you'd hope a ticketing system would. I've personally implemented other systems, but Cherwell Service Management has been …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Cherwell Service Management (discontinued)
Cherwell's ability to customized is really its greatest feature. If you are looking for out of the box features only then you can really go with nearly any provider. Cherwell allows an experienced developer to really build things that will be useful to the organization.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
ITIL Architect in Information Technology at Fareway Stores, Inc. (Retail, 10,001+ employees)
Chose Cherwell Service Management (discontinued)
ServiceNow was administrative heavy and required more than one admin. Also expensive for smaller customers. Remedy was scaled more for enterprise customers where we are small to mid-sized. FootPrints - we replaced FootPrints with Cherwell due to a lack of BMC putting any further …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Team Lead in Customer Service at Telus International (Information Technology & Services, 5001-10,000 employees)
Chose Cherwell Service Management (discontinued)
User-friendly and cost-effectiveness as compared to other counterparts in the same niche. Modifications can be done quickly and analytical reports and dashboards are easy to create.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Cherwell Service Management (discontinued)
ServiceNow, Jira and other products in the market are very expensive compared to cherwell and cherwell provides a good number of features for the price you pay
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Cherwell Service Management (discontinued)
Both Remedy & CA were far more complex to implement, enhance and support. The architecture and framework each solution was developed on didn't lend itself to be no-code or low-code like Cherwell, and therefore the ability to expand and utilize either tool on an enterprise-level …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Associate Director, IT Service Management in Information Technology at University of Missouri (Higher Education, 10,001+ employees)
Chose Cherwell Service Management (discontinued)
We selected Cherwell because it offered the best value and return on investment by far, while still providing highly sophisticated capability within the platform. But more than that, Cherwell is a company you want to partner with. The level of engagement we have with Cherwell …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Director, Marketing Communications in Marketing at Frontline Education (Computer Software, 1001-5000 employees)
Chose Cherwell Service Management (discontinued)
If we used an ITSM system prior to Cherwell, I'm not aware of it and wasn't involved in the purchase decision. The most common internal method of reporting IT issues and making requests prior to Cherwell at our organization was to email or IM a member of the IT support team. My …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
IT Systems Analyst in Information Technology at Tallgrass Energy (Oil & Energy, 501-1000 employees)
Chose Cherwell Service Management (discontinued)
Much more customizable than other products, especially when ran in a self-hosted environment. Cherwell [Service Management] allows for greater flexibility of custom development and integrations to allow for automating tasks that traditional ITSM apps are not well suited for. …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Cherwell Service Management (discontinued)
I have found that Cherwell is much easier to configure and customize. It is also cloud-based so you only need an internet connection to get going. There are no servers to maintain and there are no backup systems required to safeguard your data. We are now working in a much …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Cherwell Service Management (discontinued)
Though there are other competitive products that are more powerful and faster than Cherwell Service Management - we've been using CSM due to the price point.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
IT Change Manager at WEX Health (Health, Wellness and Fitness, 1001-5000 employees)
Chose Cherwell Service Management (discontinued)
I haven't used anything else that really compares. We converted out of Microsoft SharePoint into Cherwell for change management, and my life is MUCH easier now.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Technology Support Analyst in Information Technology at Western Carolina University (Higher Education, 1001-5000 employees)
Chose Cherwell Service Management (discontinued)
Cherwell is the most customizable and powerful ITSM product without programing your own system from scratch. It has the most "heart" of any product I have used.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Cherwell Service Management (discontinued)
Service now did not really seem to care about it - and the level of customization within Cherwell's platform was better overall.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Senior Systems Administrator in Information Technology at DRT Holdings, Inc. (Aviation & Aerospace, 501-1000 employees)
Chose Cherwell Service Management (discontinued)
When I did the shopping for an ITSM solution, I found that ITSM solutions seemed to (at the time, anyway) fall into two rough categories and a small third category. In the first larger category, there were a group of the "out of the box", quick to implement but immature and …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
MSC Operations Engineer in Information Technology at Software Information Systems (Information Technology and Services, 51-200 employees)
Chose Cherwell Service Management (discontinued)
I believe Cherwell is trying to do something different than ServiceNow and because we are an MSP, we benefit greatly from that. On paper, ServiceNow is very powerful and can integrate with almost anything, but Cherwell is not far behind in that realm - and in the next year or …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Well suited in an IT environment where you have limited staff. It can be managed by one administrator. Reliability of the SaaS environment has been excellent. Flexibility in developing automated workflows to open, manage, and close Incidents. Change Management due to ability to modify OOB to meet the needs of our staff. Contract Management allowing us to be notified when a contract or license is up for renewal and setting reminders. Integrations are not easy to create and manage.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Cherwell's email handling automation works flawlessly. The only time that I have ever needed to reset the automation service that drives it is when my own server that houses the small connecting agent has some kind of problem and disconnects us from our hosted Cherwell instance. It just works. Emails to a certain address always result in a new ticket or update to an existing ticket.
Cherwell is literally 100% customization in so many ways that it would be pointless to try to enumerate them. There is a very sizable list of already-created customizations (called "mApps") that you can download and apply to your instance. If you don't like them you can roll them back in seconds. But you can add and configure entire modules using one of these pre-defined, completely free, add-on packages. It's so easy to add features this way that I check the list of available mApps every month or so just to see what functionality I can add.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Cherwell is still the best tool for the job in the market. Even though Ivanti bought them and are trying to convince everyone to move over to Neurons for ITSM, they have stated Cherwell will remain supported indefinitely and have a roadmap for future Cherwell development. Unfortunately, ISM is not as flexible as Cherwell (and the UX is atrocious), hence why many people are sticking with Cherwell (and why many Cherwell customers never purchased ISM originally)
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I enjoy the layout and configuration of our Cherwell Service Management instance. It did take me a bit to get used to, as with any new ticketing system, but now that I understand the system more, I thoroughly enjoy it! There are just so many options and the UI is very intuitive.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The browser client is mostly acceptable in terms of performance, but still lacks parity with the rich client. The rich client is not very performant at all. It's built on old architecture and relies heavily on a fast internet connection, good caching and database indexing. There are several unwritten rules with form design (and form arrangement) which most users are not aware of, but can severely impact performance in the rich client. This is where the flexibility of Cherwell can come back to bite you if you step outside the boundaries of these unwritten rules
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We generally have a good time with Cherwell support, however, there are the few niche cases where I have to explain how Cherwell works to the customer support agent on the other end. A little more product education for tier 1 support could go a long way in helping expedite support requests from SaaS customers.
I didn't partake in the in-person training, but it was available. I preferred the online method instead, which was a great experience. It was nice to have someone available to bounce questions off of and demonstrate how certain functions worked.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The training was great! We got together to review the system, its UI, and how to perform basic functions. Then there was plenty of time to ask questions and test out the system while there was someone available to assist.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Implementation is a breeze. Each time I've implemented it, we had an outsourced vendor overseeing it & assisting where needed. However, Cherwell OOTB is ready to go, and configuring it for LDAP/SAML, etc. for authentication and user-imports is really straight forward. The infrastructure needed for Cherwell is extremely simple too - and installing the server & database takes no more than 20 mins
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Much more customizable than other products, especially when ran in a self-hosted environment. Cherwell [Service Management] allows for greater flexibility of custom development and integrations to allow for automating tasks that traditional ITSM apps are not well suited for. Cherwell [Service Management] gives you the freedom to develop your own objects with minimal licensing costs.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We have never had any major show-stopper issues with Cherwell itself - more so with the infrastructure it sits on. Moving from in-house cloud (on Cherwell's side), to AWS then to Azure has caused multiple problems over the years (some still on-going), however the product has remained fairly stable
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
As mentioned, they were always great to work with (minus the project management side). My only feedback would be to push back on requirements that don't make sense
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
As with any standard ticketing system, it helped decrease the time before first contact with clients.
Our department was always concerned with keeping a low budget, and it was cheaper than most.
My supervisor could easily tell how many resources were being put into each employee, so we had more visibility of our team's capabilities at a given time if we needed to take on something complex.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
