Cherwell ITSM Reviews

Everything in the system is configurable and it is easy to build new capabilities, even very complex ones. we were able to build HR functionality prior to some of it being released by Cherwell and then incorporated a number of new features (called mergeable applications) to short cut delivery of a number of parts of the system. We now use the systen across a number of areas, many of which are outside of ITSM. We love working with the company, they have a simple, no-hassle commercial process, very helpful and humble culture that is very customer-focused. I also really like dealing with the support team. I recently had a difficult issue where on first call we spent 45 minutes on screen-share and also conferenced in one of the developers who handles that area and resolved the call! I have had consistently great interactions with Cherwell. New features and capabilities are being rolled out all the time. Platform upgrades are painless despite really heavy customization.

They are growing so fast that we have seen a fair number of reassignments of account people and others that we deal with. This is a pretty minor point though as new and old have been consistently good.

Always start with a good understanding of your requirements. We took a look at where service management fit across our organization and it is paying dividends in a lot of areas outside of ITSM. Also, attend some user groups as the energy is very good and you can learn a ton from other users and even easily borrow configured custom solutions from one another.

Our leadership has been very satisfied with out positive ROI within ITSM space, and for minimal additional cost we are also using CSM for HR, Contracts, and Facilities management groups. we use most of the ITSM modules, though not much of CMDB which will be a new focus for us this year.

We have increased first call resolution greatly as well as portal self-service. we have better visibility and managers are able to understand the status and follow up appropriately to hold people accountable. Integration and automation of some ticket types has also created a greater efficiency that we continue to boost.

Automated workflows are done very well

Friendly interface

Fast

Helps automate most of my tasks

Good visibility for different teams

Precise Dashboards and reports

Good ticket tracking and grouping

Reporting is very flexible

Well integrated with Active Directory services

knowledge articles can be linked to the incident/request

The use of one step saves a lot of time and automate many processes for accounts management, mass closure of tickets, mass status change... endless ways of automation.

Requires strong infrastructure

Take a lot of memory of the computer

Error messages are not helpful sometimes

No web version

Sometimes it can get slow and freezes

Searching something can get tricking especially if the ticket details or title has been changed

Tool could be more centralized compared to other products

Emails update and update are not easy to check through the history of the of logs

the resolution details should be more visible for the users when they receive the automated email resolution

Cherwell is very friendly and vey customisable tool.

Very important tool if you want to take your support to the next level.

Head office support: desktop support,

Hardware software support, account managment support,

It automized many tasks and processes

Customisable searches

Dashboards are accurate

Helpfull One steps

I like how it ties in with our helpdesk, auto-creates tickets, inventory. It works well with our node name systems, and can tie in with Bomgar to help with our Remote Desktop integrations. I like how it ties in with our helpdesk, auto-creates tickets, inventory. It works well with our node name systems, and can tie in with Bomgar to help with our Remote Desktop integrations. I like how it ties in with our helpdesk, auto-creates tickets, inventory. It works well with our node name systems, and can tie in with Bomgar to help with our Remote Desktop integrations. I like how it ties in with our helpdesk, auto-creates tickets, inventory. It works well with our node name systems, and can tie in with Bomgar to help with our Remote Desktop integrations.I like how it ties in with our helpdesk, auto-creates tickets, inventory. It works well with our node name systems, and can tie in with Bomgar to help with our Remote Desktop integrations. I like how it ties in with our helpdesk, auto-creates tickets, inventory. It works well with our node name systems, and can tie in with Bomgar to help with our Remote Desktop integrations.

Web client can be difficult to use, the formatting could be better. Sometimes the whole side is cut off when it easaly could be squished down a little bit to make it easier to use. Some times the inter face can be extremely slow.

Ease of use! it is very easy to integrate with our existing systems, email communication between users and

Tickets, organization, time management.

Cherwell allows you to customize pretty much any aspect of the software to meet your needs. There is a lot of automating that can be done that will help cut down overhead.

The interface does not seem to be well thought out. It appears to be designed to make certain tasks easier, but it ends up having the opposite effect. Most of the time we need to call support to figure out how to do something since their interface is not intuitive at all and the documentation is lacking.

Out of the box, the interface also looks very dated. Unless you have someone dedicated to graphic design, your self-service portal will end up looking like something from the 90's. The editor also has a very steep learning curve which should not be in the day and age. Most of their competition has drag and drop editors that are very easy to use while Cherwell's editor is overly complex.

The knowledge base is also very lacking compared to its competitors. You must be signed in to view knowledge base articles which almost defeats the purpose as you want your knowledge to be as easily accessible as possible. You also cannot link directly to a knowledge article which again makes it harder to promote the knowledge base.

Last, their update release cycle is lagging behind their competitors. There is only one update per year where most of their competitors are updating either monthly or even multiple times a month.

Look into some other cloud solutions such as FreshService, Jira Service Desk, or Samanage along with Cherwell. Most cloud solutions are cheaper than Cherwell and much easier to use.

We use Cherwell primarily for incident management. Out of the box it is capable of meeting our needs.

The thing that I like best about the Cherwell Service Management software is the fact that tickets/incidents can be set to pending status. This turns the indecent a blue color so it is easy to see which tickets are waiting on a customer response. After a ticket is set to a pending status, it is then automatically resolved after two weeks if the customer has not added anything to the ticket or responding to emails.

I don't like how Cherwell Service Management software sometimes can be very slow and can crash. It sometimes will log me out without a prompt.

It is slow but it has a lot of useful tools and the search bar works wonders.

The business problems that we have been able to solve with Cherwell Service Management software includes collaborating with the team by being able to see who is assigned to each incident as well as the full name of the customer--which wasn't something that our last software had on the front screen of the software, you had to actually open each individual ticket.

The ability to assign tasks to others, and putting tickets on a pending status when you are waiting for something else to happen. Being able to see history of who did what helps with accountability.

I notice small bugs every once in awhile with the software and report them to our admin team. Bugs such as not receiving email notifications for breaches, or receiving an email that a comment was made. Also the mobile app is not great. It is usable if you need the ability to close tickets out in the field right away, but it is complex to get to your queue, and it is very basic in what it can do.

We moved from an older ticketing system to this. There is a lot to utilize within this software that we are not yet but are slowly moving forward. It is reducing the ticket count but also gives us reports to evaluate how to further bring it down. It also has helped with duplicate tickets being assigned to multiple teams, now one ticket can be placed and tasks can be assigned to individual teams for each piece of the puzzle

The ability to sort the tasks based on different criteria, such as SLA, requester, and the ability to make notes in regard to the service requests/repair tickets.

It seems as though I am unable to compile reports for printing. For me to print the information that I need, I have to copy and paste it into Word, then print my tickets. Also, I do not see a way to reopen tickets that I have closed in order to make edits or additions to the ticket, or make new notes to an existing ticket that will help another technician in the future.

Assess all of the functions of the software to ensure that it meets your requirements for the scope of your business.

I am resolving service requests and repair tickets in a public school system. One of the benefits of the software is being able to assign tasks and tickets to myself, as well as transfer them to another user if necessary, and to do time tracking.

Cherwell has tons of features that every ticketing/service management system must have. Besides, it can be customized to anyone's liking and provide powerful reporting and incident visibility. It has many custom fields for incident resolution, categories, contacts etc. Availability of KBs, Active Directory tight integration, Skype Conferencing, Bomgar support among other features that stand out when comparing to similar systems, especially BMC Remedy that we used for long time.

It is faster and more modern than our previous ticketing system, but still laggy at times. Also, some incidents (records) might become locked and you can find yourself in an infinity loop of warning/error message windows. Built-in screenshot viewer would probably be a better idea then using external viewer. Cherwell has a logout/inactivity timer which can be annoying at times. Creating a service request could have been more straight forward - currently it requires to create an incident and then depending on what team it will be assigned to, it will automatically change from incident to service request.

It's still a good idea to review other alternatives such as Jira or Kasea, but Cherwell is definitely a very stron candidate if company is interested in following best ITIL practices.

Cherwell SM is used to handle day-to-day tickets, change requests, and service requests. Due to its easy of use and intuitive interface, it has been in very short period of time by all IT folks as well as end-user base.

I like the workflow operations. The customer I use it with has it setup in a way, and I would assume is the same for most, where simple links and pop-ups take you through the necessary steps and fields to fill out so there is no guessing. All steps are logged and are easy to get to. Email notification is clear and convenient. Dashboards are clearly labeled and there many different aspects can be managed for ITSM standards including tickets, requests, change control, critical incident status, and reporting.

The right side of the UI is where you will find tabs for additional information such as Notes, automatic Journal entries for change in the ticket status, etc. However, the format is odd in the sense that frame these tabs are in is not dynamic. When you click to a tab that is perhaps on the far right of the list, you have to scroll the frame over to see that content, as if all the data was on a very long file. It would be nice if the content formatted centered and view able when you select a tab...like an Excel sheet for example.

Searching can be a bit clumsy as well. If you create a search and get all the data you want to see you can export it, but then have to choose your columns for the export again. They do not automatically mirror the on screen query.

Solves ITMS platform related needs. Ticket routing and re-routing and notifications.

What I like best about Cherwell is the change tracking abilities. You are easily able to go back and look at everywhere the ticket or request has been and all notes and that is useful for problems that take an extended period of time.

I find that the interface is not that user friendly. There is a learning curve required to get used to Cherwell and many training videos which is not ideal for something that should not take up much time in my day. I also dislike that tickets are locked automatically because many times the person that locked it does not realize it and the one it needs to go to cannot update the ticket causing a delay.

Take time to learn the software and then it will be easy to use. Learning as you go is not recommended.

We are solving general service requests and problem tickets. It is useful in tracking problems until they reach a resolution. Tickets also appear as aged after a period of time which helps us stay on top of them if things are busy.

Cherwell is a great ITIL ITSM based tool. It does have a whole lot of functionality that drives right back to the core service management suite of ITIL. What do I like best? I think the extensive integration that it offers. From service request and incident through to change management, configuration management, impact analysis, and the workflows that can be built to allow these.

Reporting is really good, and very flexible. I really like those pieces, as well as configuration item tie-backs.

It requires a whole lot of customization and administration. There are some goofy things like numbers being represented as text in some fields, which can break some related ETL type processes, as well as sorting, field customization etc.

The limitations it can present are very frustrating especially when integrating with our products and processes that are parallel in nature. I would say "it doesn't play well with others!". However, it is a complete suite by itself.

Be prepared to fully commit, and do not shirk in applying the right resources to this. It can do a great job in general, but you must be willing to fully commit in order to maximize your benefit.

IT Service Management - ITIL based incident and request management. Some benefits have been improved customer experience, better metric management, improved reporting tools - lots of benefits.

Change Management - successfully implemented! Formalized processes that allow us to do a better job managing our environment.

Its a good tool in general.

Cherwell provides great framework for a ticketing system. Excellent means of tracking, stats, and potential for growth in many areas.

If you have never used a service management tool before, Cherwell will blow your mind with possibilities. If you have, there are excellent potentials here and very good things. Unfortunately, the bad almost balances out the good.

Cherwell reports are a joke - insanely complex to the point that even our coders/programmers would have to dedicate themselves full-time for weeks to build adequate reports. Anything visual is clunky at best, idiotic at worst. Building dashboards is like working in Microsoft Paint but having to jump through query hoops along the way. If Dashboards could function more like HTML that wouldn't be so bad, but instead you have to work within a static environment - dashboards don't scale to different resolutions and aren't dynamic at all. It's incredibly difficult and limiting in an otherwise unlimited system.

Cherwell gives us the ability to meet all the problems we had. The only issue is that a lot of customization is required. It's the best and worst aspect of the product - unlimited potential, but only if you work hard on it. If we had a large staff to dedicate to the software, we could grow it faster and better but as it is we have one database administrator buried under frequent "update requests" from our internal users. Cherwell the company promised help - over-promised - and far under delivered. Our database administrator figured out the product better than some of their "top experts" within a couple weeks. Lots of bugs and impossibilities. Not user-friendly out of the box unless you have never used a service management tool before.

We were using an outdated system with outdated processes. Human error was a large part of any issue or miscommunication with customers. Our previous system was not scale-able and was difficult to update. We also had a lot of customization so outside help was nonexistent. Creating and gathering statistics and reports was impossible.

Cherwell gives us the ability to meet all the problems we had. The only issue is that a lot of customization is required. It's the best and worst aspect of the product - unlimited potential, but only if you work hard on it. If we had a large staff to dedicate to the software, we could grow it faster and better but as it is we have one database administrator buried under frequent "update requests" from our internal users.

Dashboards are easy to create and provide the type of information we need to run our IT department effectively. When we need to make changes to the interface, add new fields, or do an upgrade, all of this can be done without needed to work with developers, we do it ourselves at the Service Desk.

Nothing stands out for me. I wish we had more time to spend creating dashboards and reports!

This company is focused on bringing about the best ITSM system. They work with the user community and implement our ideas and act on our suggestions.

Analytics is the biggest improvement for us since we moved to Cherwell. I want to know our biggest pain points, to help us concentrate on fixing the right things and with Cherwell have so much more visibility then I have every had before.

We have been able to mature our IT processes for efficiency and quality of data. We are just getting started and can see so much more we can do with Cherwell to improve our processes.

The various ways the software can be customized to fit organizational needs is fantastic. Our development team has a plethora of options at their disposal to tune the tool for each sub-department's needs.

The ability to customize is unfortunately also a double-edge sword. While the tool has been customized to each departments needs, there is little direction on workflow. For exam, if a ticket originates in Helpdesk that requires the attention of an administrator in Computer Labs, which turns out to be a hardware problem and parts need to be ordered for the PC Service department, the flow of the work order from point A-->B-->C-->B-->A is a little muddy. This is likely a design issue on the part of our development team, but it might help to have more resources available such as examples of workflows with other organizations.

Cherwell is an excellent tool, but it is not one-size-fits all. As mentioned before, this can be a positive as well as a negative. Make sure to have a road map laid out and be communicating with all departments implementing the software during the design phase. If we had to do it over again, that would be our emphasis.

Cherwell was implemented to replace BMC Remedy. Our IT department consists of the following: Helpdesk, Desktop Services (Faculty Support), Lab Services (Support for 30 computer labs and 300 computer-enabled classrooms), Application Virtualization, Network Engineering, Systems Administration, IT Security, Telecommunications, and Application Development. Cherwell equips us better than Remedy did in passing and tracking work between these departments.

Cherwell is configurable and allows you to collect and manage the information you need for various types of requests. Requests can be created from e-mails sent to an alias, which is extremely easy for employees.

The thick client is more robust than the web client, which is fine for those in the office on their computer, but for those who need to work via a mobile device or tablet there is limited functionality. The development for changes are mostly by making changes to "blueprints", which doesn't make it easy for more than one person to make code changes at a time. It can be done, but you have to make sure you don't step on each other's toes. Backing out changes can be challenging or impossible (in many cases it's like pouring two cups of sand together and then trying to put the grains back in the cup they came from).

Cherwell helps us manage over 10K requests a year, as well as manage our problems and changes. The reporting is very flexible and there are dashboards to visualize the data. It took professional services and then dedicated resources to manage the system, but it has been good overall. The Cherwell staff is helpful and nice to work with.

Service deliver and accurate tracking of time for various resources for all related projects and time tracking/resource management tickets and for change orders.

Setting up views should be a little more straight-forward. More self-service tutorials should be embedded in the product. If they are, make them easier to find.

I have worked for companies using Solarwinds, Salesforce, and ServiceNow. I like this product but I believe ServiceNow and Solarwinds were a lot easier to navigate without a lot of training.

We are able to track time and resources for all projects, so long as the people who are assigned to the projects accurately track their time on a weekly basis. We're only given seven days to track time, maybe we could space that out a bit further. However, this may be what our enterprise requested for their own reasons.

Cherwell has a multitude of features and functions that would allow for almost any organization to use Cherwell for their needs.

There are only a few things here and there that I wish were improved. Nothing so far to really dislike.

CSM has a huge library of features that allow for most organizations to setup and process what they need. IT allows for easy communication from teams to users and keeping info consistent between teams. The administration of CSM is a bit hard if you're a first time user/admin and don't have any previous experience. But after setup is done and the user becomes more familiar with CSM, the administration of CSM is alot easier to understand.

Communication from teams to users. Communication from teams to teams and consistent information for user issues.

It is easy to see at a glance what tickets are assigned to me and what has yet to be resolved.

It's a little clunky. Even after the learning curve there are things that just don't behave the way that it seems they should. For example having to scrollbthe window down to set an issue to pending? There is plenty of empty space above.

Trouble tickets are entered and get assigned to someone to resolve. It ensures that multiple people are not working on the same issue. It also gives a central place to document how the issue was resolved so that if the same issue occurs in the future we can save time in knowing how to handle.

This system is so customizable you can practically do anything with it. Currently we run inventory, CMDB, portals, service desk tickets, and facilities.

Customizations are difficult due to the need to hire someone who can do the customizations from a 3rd party. Support will only carry you so far, until you need to go that route. Totally expected... just hard to coordinate a 3rd party and support together.

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We found that our Facilities department was using an old outdate intranet driven form. We set up Cherwell to handle Facilities task requests as well, and completely modernized the process. We have noticed a large increase in response time, as well as completion within SLA metrics increasing.

Easy to view, create and customize searches (for reporting)

Implementer experience varies with company and personnel. Would love if Cherwell offered implementation themselves.

Request for training before beginning anything. A common issue with a lot of businesses that go with Cherwell is they receive training from their implementers after they've begun implementation. The training contains the basics needed to "know what you don't know" and build a successful Service Management tool from the ground up.

Accountability for services and incident management and establishing service level management. It had helped us get a better understanding of our services and add metrics to prove value for teams and request need for lack (training, staff, resources).

The team who presented the software did a great job. They were able to answer almost all of our questions. The software is very easy to configure for small to medium size businesses.

I did not like that I could not get more time with them. But it wasn't because they weren't available, I had to get back to work.

It may seem overwhelming at first, but as you dive into the product and examine how it will be used, there are many other depts who can take advantage of the service.

Converting to Cherwell we are hoping to get the knowledge base up and running, and create more automation.

Company really cares about its customers. They continue to upgrade the system based on recommendations from their users. Upgrades are painless. The system is codeless so I thought there would be limitations on what I could make it do but that is not the case at all.

The training could have been better but Cherwell has made training a priority over the past year and offers may more training opportunities now. The tool is so easy to use that you could figure most of it without training but for in depth development some of the tools require some training. They come out with updates too often.

Talk to other customers who have Cherwell. It really does everything the sales department says it does (and more). I was worried about it being codeless but I have been able to do everything I have wanted with it. I have talked to other users who have done truly amazing things with it.

We use it for IT, facilities and nutrition services departments and integration between departments is painless. We are extremely happy with our purchase and look forward to a long relationship with Cherwell.

From the first time I used Cherwell, I was surprised at just how simple it is to use. I am not a programmer and I was able to get Cherwell setup for my Service Desk. Once the basics have been learned, I found that the depth of this tool is bottomless. I have a member of my team that is now using more in-depth programing.

I wish there were more themes that i could apply to the overall tool.

The change over to this tool is so easy. if you are not happy with your current solution, this change is a no brainer.

We are using it for Incident and Problem management. CMDB and Change management are planned in the future.

Overall I like the modern look and feel. The features of this application exceed anything else out there in the market space. With careful planning you can have a tool which actually supports a service desk instead of inhibits it.

The system can be very complex especially when it comes to SLA calculation and customizations. Trying to figure out how to make changes to the system is not always the easiest and the bugs are not always easy to spot.

This is the best ITIL Service Desk software out there in my opinion. After reviewing other software which is out there CHerwell has the most modern look and feel. The features are a reflection of this. Overall the software is easy to develop for however it can be TIME CONSUMING. A simple task of creating a form can seem simple and easy but the codeless solution makes really simple tasks time consuming such as conditionally adding a border around a required field or making other fields appear if they are required. Overall it is easy to use which is a huge plus since you can develop the system yourself but be prepared for a huge learning curve and lots of time.

We migrated to Cherwell since INFRA Enterprise was discontinued. This installation is a continuation of what we achieved in the INFRA implementation. We were able to have a fresh start and implement ITIL in a way which utilized our previous experience to work well for us.

Cherwell SM is easy to use, easy to administer and maintain, and is a breeze to get up and running. So far, it has scaled fairly well in our organization, and has been well received across the business, even outside of IT.

The ability to customize CSM to meet our needs is really easy. Additionally, the upgrades are simple and require very little rework.

While CSM is very easy to implement and configure, the integration points with other systems like SCCM, TFS, and other push tools would be highly desirable.

Depending on volume of users, some users dislike the amount of time it takes to launch and load all definitions.

Work with the technical teams to ensure there is a full understanding of what your current needs are, and what your future direction will be so you can ensure all.

CSM is used for Incident, Problem, Change, and CMDB. It is also used by other areas of the business outside of IT including Legal, HR, Client Relations, and more.

We have also integrated Bomgar with the Help Desk, and this has provided seamless integration and support functions for IT.