# Compare Cherwell Service Management vs ServiceNow Customer Service Management 2026 | Capterra

> Unsure of what to choose? Check Capterra to compare Cherwell Service Management and ServiceNow Customer Service Management based on pricing, features, product details, and verified reviews.

Source: https://www.capterra.com/compare/121158-225960/Cherwell-Software-vs-ServiceNow-Customer-Service-Management

---

# Cherwell Service Management vs ServiceNow Customer Service Management Features and Cost Comparison

Last updated March 13th, 2026

Provider data verified by our Software Research team, and reviews  
moderated by our Reviews Verification team.[Learn more](https://www.capterra.com/our-story/)

Your comparison:

Cherwell Service ManagementServiceNow Customer Service Management2/4 selected

[Cherwell Service Management](https://www.capterra.com/p/121158/Cherwell-Software/)[4.3 (166)](https://www.capterra.com/p/121158/Cherwell-Software/reviews/)

[ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/)[4.4 (151)](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/reviews/)

[## Cherwell Service Management](https://www.capterra.com/p/121158/Cherwell-Software/)[4.3 (166)](https://www.capterra.com/p/121158/Cherwell-Software/reviews/)

Starting Price

$189.00/month

Value-for-Money

4.4

Functionality

4.4

Ease of Use

4.2

Customer Service

4.3

Reviews Sentiment

Based on [166 reviews](#user-reviews)

Positive

142

Neutral

16

Negative

8

[## ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/)[4.4 (151)](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/reviews/)

Starting Price

Contact vendor

Value-for-Money

4.1

Functionality

4.3

Ease of Use

4.1

Customer Service

4.2

Reviews Sentiment

Based on [151 reviews](#user-reviews)

Positive

131

Neutral

16

Negative

4

## Not a match? Find software alternatives tailored to your priorities.

These software suggestions are similar to those you’re currently comparing.

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Starting Price

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Per User,Per Month

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User rating

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of reviewers  
rated it above 4 stars

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### Zoho CRM

4.3 (6,964)

* * *

Starting Price

$14.00

Per User,Per Month

Free Trial

Free Version

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User rating

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of reviewers  
rated it above 4 stars

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Highest Rated

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of reviewers  
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### SysAid

4.5 (509)

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Starting Price

Contact vendor for pricing

Free Trial

Free Version

* * *

User rating

92%

of reviewers  
rated it above 4 stars

* * *

## Summary

* * *

Features in IT Ticketing Systems Software

Best performer

29 / 41

Only Cherwell Service Management

-   Asset Lifecycle Management
-   Customizable Branding
-   Customizable Forms

27 / 41

Only ServiceNow Customer Service Management

-   Access Controls/Permissions
-   AI Copilot
-   Help Desk Management

User satisfaction

User satisfaction

4.3

User reviews[166](https://www.capterra.com/p/121158/Cherwell-Software/reviews/)

Ease of use

4.2

Functionality

4.4

Value for money

4.4

Customer support

4.3

User satisfaction

4.4

User reviews[151](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/reviews/)

Ease of use

4.1

Functionality

4.3

Value for money

4.1

Customer support

4.2

Price starts from

Price starts from

$189Per Feature, Per Month

-   Free version
-   Free trial

Price starts from

\--

-   Free version
-   Free trial

Best for

Best for

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.

Best for

Enterprise-wide Service, Operations, and Customer Experience Buyer Groups

## User reviews

Pros & cons

NO

Nneka O.

Epic Technical Analyst

> "Initially, I had to get used to finding journal notes and comments, but now I am quite comfortable using Cherwell."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___6669226)

CC

Cosmin C.

Senior IT Auditor

> "Reporting is not very user friendly."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___6665497)

Amit B.

System Developer

> "Cherwell as a ticket management tool gives some good features like groupings, report generations and even timely email sending options which..."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___3786892)

AF

Abby F.

Sr. Solutions Center Analyst

> "It's not very intuitive on the admin side."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#SoftwareAdvice___3534752)

VR

Verified Reviewer

HelpDesk II

> "This ticket system is efficient and as customizable as the person might choose if they have the know-how and drive to do so, ease of..."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___2793536)

CA

Clayton A.

Student Technology Assistant

> "I dislike that, at times, certain tickets really require me to fill out a specific piece of information before saving the ticket. While it..."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___2326240)

VR

Verified Reviewer

Director of IT Support

> "Cherwell is a robust ITSM, you can customize the forms, notifications, workflows, almost everything."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___2783896)

VR

Verified Reviewer

Applications Administrator

> "Some of them are straight forward and some really require a lot of time to get going, more so than you would expect for similar products."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___2860512)

MF

Maizy F.

Music Director

> "It's user friendly, and has options and controls for almost anything I'd want to enter for the tickets. "

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___3546060)

VR

Verified Reviewer

IT

> "It was a major challenge configuring it to our needs."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___2981793)

André L.

Systems Administrator

> "Therefore, the option to use the asset management is pretty interesting as well and you can access it from anywhere without you have an..."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___3139081)

Mark D.

Director of Operations & Data Management

> "Once a user clicks into the case they've been assigned, it becomes very difficult to get a complete view of the thread and what has been..."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___2414189)

CA

Clayton A.

Student Technology Assistant

> "We have the ability now to easily keep an eye on all service requests from any client at any time."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___2326240)

Mark D.

Director of Operations & Data Management

> "The interface is clunky at best and unusable at worst."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___2414189)

Mark D.

Director of Operations & Data Management

> "A dashboard, while not terribly elegant looking, does provide insights into open cases within a users area."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___2414189)

Mark D.

Director of Operations & Data Management

> "There is simply too much going on within the cases screen itself."

[See full review](https://www.capterra.com/p/121158/Cherwell-Software/#Capterra___2414189)

[View Reviews](https://www.capterra.com/p/121158/Cherwell-Software/reviews/)

PS

Preeti S.

Software Engineer

> "The thing that I like the most about ServiceNow Customer Service Management is that the interface is very easy to understand interface and is also..."

[See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___6845837)

VR

Verified Reviewer

HR people support

> "The price of the service can be expensive to implement and customize, especially for smaller businesses or organizations with limited budgets."

[See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___6284833)

VR

Verified Reviewer

Lead Security Consultant

> "Managing ITIL Processes has become easier with ServiceNow."

[See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___6386707)

PS

Preeti S.

Software Engineer

> "Also, sometimes it is non -responsive or slow to to respond ."

[See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___6845837)

Ravi S.

Senior manager

> "It has a very cohensive environment right from when an employee joins the organisation, getting access to applications, performing day to day jobs..."

[See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___3489372)

JO

James O.

Cloud

> "About the worst part is the designers show a very low interest in gathering the concern being discussed. When you finally get to "problem..."

[See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#SoftwareAdvice___4737054)

Victoria O.

Global Service Desk Manager

> "It can use beyond IT but in every department in our organisation as it offers automation of business tasks as well as good reporting and analysis..."

[See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___4210898)

JO

James O.

Cloud

> "ServiceNow is more like the CSR that asks annoying, irrelevant questions and shows no interest in the concern itself."

[See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#SoftwareAdvice___4737054)

UG

Utkarsh G.

Administrator

> "Its user friendly interface, its ability to be integrated with MS-Teams and outlook is very good feature."

[See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___4734466)

DsB

Dakshina singh B.

Software Engineer II

> "It gives problem when you start multiple sessions at a time and when you are working on multiple tickets with the customer, it is obvious that..."

[See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___3853769)

JM

John M.

Software Engineer

> "As a result of its extensive array of inbuilt features and capabilities, it consistently provides high levels of service and delights customers,..."

[See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___4472945)

Victoria O.

Global Service Desk Manager

> "I have not found it to be possible for a small company to take advantage of this service (price plan and configuration is beyond the capabilities for..."

[See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___4210898)

Ravi S.

Senior manager

> "It's api and backend can be accessed by multiple softwares and applications enhancing the capability to produce visually appealing reports."

[See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___3489372)

NK

Norbert K.

Functional Analyst

> "I think building reports and dashboards can be quite difficult when You are trying to do it first time."

[See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___3508116)

NK

Norbert K.

Functional Analyst

> "I think most important part that I like is posibility to configure Service Now layouts, list and elements on the screen to meet Your personal needs."

[See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___3508116)

NK

Nishant K.

Netbackup administrator

> "So here its lagging"

[See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___3847374)

TR

Tomia R.

Sr. Help desk Anaylst

> "It made life as an analyst very easy."

[See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___6464100)

VR

Verified Reviewer

VP of Logistics

> "For example, I was unable to integrate shipstation, without having to really "program" it. "

[See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___2909273)

SKT

Song Kean T.

NOC SOC Manager

> "Smooth and fast tool."

[See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___6235492)

Will O.

CEO & President

> "It's clear that I am too small of a business for them to do anything for us."

[See full review](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#Capterra___3252198)

[View Reviews](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/reviews/)

## User interface

[Cherwell Service Management](https://www.capterra.com/p/121158/Cherwell-Software/)

4.33 (166)

[ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/)

4.36 (151)

### Features

Cherwell Service Management

Top features

29/41

-   Access Controls/Permissions
-   Activity Dashboard
-   Activity Tracking
-   AI Copilot
-   Alerts/Escalation
-   Alerts/Notifications
-   API
-   Asset Lifecycle Management
-   Automated Responses
-   Automated Routing
-   Change Management
-   Collaboration Tools
-   Configurable Workflow
-   Customizable Branding
-   Customizable Fields
-   Customizable Forms
-   Customizable Reports
-   Customizable Templates
-   Generative AI
-   Help Desk Management
-   Incident Management
-   IT Asset Management
-   Knowledge Base Management
-   Macros/Templated Responses
-   Multi-Channel Communication
-   Multi-Language
-   Prioritization
-   Problem Management
-   Release Management
-   Reporting/Analytics
-   Reporting & Statistics
-   Search
-   Self Service Portal
-   Service Catalog
-   Service Level Agreement (SLA) Management
-   Service Reporting
-   Support Ticket Management
-   Support Ticket Tracking
-   Task Management
-   Third-Party Integrations
-   Workflow Management

[See all features](https://www.capterra.com/p/121158/Cherwell-Software/#features)

ServiceNow Customer Service Management

27/41

-   Access Controls/Permissions
-   Activity Dashboard
-   Activity Tracking
-   AI Copilot
-   Alerts/Escalation
-   Alerts/Notifications
-   API
-   Asset Lifecycle Management
-   Automated Responses
-   Automated Routing
-   Change Management
-   Collaboration Tools
-   Configurable Workflow
-   Customizable Branding
-   Customizable Fields
-   Customizable Forms
-   Customizable Reports
-   Customizable Templates
-   Generative AI
-   Help Desk Management
-   Incident Management
-   IT Asset Management
-   Knowledge Base Management
-   Macros/Templated Responses
-   Multi-Channel Communication
-   Multi-Language
-   Prioritization
-   Problem Management
-   Release Management
-   Reporting/Analytics
-   Reporting & Statistics
-   Search
-   Self Service Portal
-   Service Catalog
-   Service Level Agreement (SLA) Management
-   Service Reporting
-   Support Ticket Management
-   Support Ticket Tracking
-   Task Management
-   Third-Party Integrations
-   Workflow Management

[See all features](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/#features)

### Recognition

No recognitions have been awarded to Cherwell Service Management

No recognitions have been awarded to ServiceNow Customer Service Management

### Deployment & support

Cherwell Service Management

Deployment

-   Cloud, SaaS, Web-Based
-   Desktop Mac
-   Desktop Windows
-   Desktop Linux
-   On-Premise Windows
-   On-Premise Linux
-   Desktop Chromebook
-   Mobile Android
-   Mobile iPhone
-   Mobile iPad

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

ServiceNow Customer Service Management

Deployment

-   Cloud, SaaS, Web-Based
-   Desktop Mac
-   Desktop Windows
-   Desktop Linux
-   On-Premise Windows
-   On-Premise Linux
-   Desktop Chromebook
-   Mobile Android
-   Mobile iPhone
-   Mobile iPad

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

### Company Details

Cherwell Service Management

-   By Cherwell Software
-   Located in United States
-   Founded in 2004

ServiceNow Customer Service Management

-   By ServiceNow
-   Located in United States
-   Founded in 2012

## Popular Comparisons

[Cherwell Service Management](https://www.capterra.com/p/121158/Cherwell-Software/)[4.33 (166)](https://www.capterra.com/p/121158/Cherwell-Software/reviews/)

vs

[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.50 (3,407)](https://www.capterra.com/p/124981/Freshdesk/reviews/)

$189/month

Price

$19/month

4.4

Features

4.3

4.2

Ease of Use

4.5

[View full comparison](https://www.capterra.com/compare/121158-124981/Cherwell-Software-vs-Freshdesk)

[ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/)[4.36 (151)](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/reviews/)

vs

[LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[4.68 (1,753)](https://www.capterra.com/p/102188/LiveAgent/reviews/)

Contact vendor for pricing

Price

$15/month

4.3

Features

4.6

4.1

Ease of Use

4.6

[View full comparison](https://www.capterra.com/compare/102188-225960/LiveAgent-vs-ServiceNow-Customer-Service-Management)

[Cherwell Service Management](https://www.capterra.com/p/121158/Cherwell-Software/)[4.33 (166)](https://www.capterra.com/p/121158/Cherwell-Software/reviews/)

vs

[LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[4.68 (1,753)](https://www.capterra.com/p/102188/LiveAgent/reviews/)

$189/month

Price

$15/month

4.4

Features

4.6

4.2

Ease of Use

4.6

[View full comparison](https://www.capterra.com/compare/102188-121158/LiveAgent-vs-Cherwell-Software)

[ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/)[4.36 (151)](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/reviews/)

vs

[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.50 (3,407)](https://www.capterra.com/p/124981/Freshdesk/reviews/)

Contact vendor for pricing

Price

$19/month

4.3

Features

4.3

4.1

Ease of Use

4.5

[View full comparison](https://www.capterra.com/compare/124981-225960/Freshdesk-vs-ServiceNow-Customer-Service-Management)

[Cherwell Service Management](https://www.capterra.com/p/121158/Cherwell-Software/)[4.33 (166)](https://www.capterra.com/p/121158/Cherwell-Software/reviews/)

vs

[Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.53 (683)](https://www.capterra.com/p/132997/Freshservice/reviews/)

$189/month

Price

$29/month

4.4

Features

4.3

4.2

Ease of Use

4.6

[View full comparison](https://www.capterra.com/compare/121158-132997/Cherwell-Software-vs-Freshservice)

[ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/)[4.36 (151)](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/reviews/)

vs

[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,070)](https://www.capterra.com/p/164283/Zendesk/reviews/)

Contact vendor for pricing

Price

$39/month

4.3

Features

4.4

4.1

Ease of Use

4.3

[View full comparison](https://www.capterra.com/compare/164283-225960/Zendesk-vs-ServiceNow-Customer-Service-Management)

[Cherwell Service Management](https://www.capterra.com/p/121158/Cherwell-Software/)[4.33 (166)](https://www.capterra.com/p/121158/Cherwell-Software/reviews/)

vs

[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,070)](https://www.capterra.com/p/164283/Zendesk/reviews/)

$189/month

Price

$39/month

4.4

Features

4.4

4.2

Ease of Use

4.3

[View full comparison](https://www.capterra.com/compare/121158-164283/Cherwell-Software-vs-Zendesk)

[ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/)[4.36 (151)](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/reviews/)

vs

[Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.53 (683)](https://www.capterra.com/p/132997/Freshservice/reviews/)

Contact vendor for pricing

Price

$29/month

4.3

Features

4.3

4.1

Ease of Use

4.6

[View full comparison](https://www.capterra.com/compare/132997-225960/Freshservice-vs-ServiceNow-Customer-Service-Management)

[Cherwell Service Management](https://www.capterra.com/p/121158/Cherwell-Software/)[4.33 (166)](https://www.capterra.com/p/121158/Cherwell-Software/reviews/)

vs

[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[4.51 (2,211)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/)

$189/month

Price

$20/month

4.4

Features

4.5

4.2

Ease of Use

4.4

[View full comparison](https://www.capterra.com/compare/121158-169505/Cherwell-Software-vs-Zoho-Desk)

[ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/)[4.36 (151)](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/reviews/)

vs

[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[4.51 (2,211)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/)

Contact vendor for pricing

Price

$20/month

4.3

Features

4.5

4.1

Ease of Use

4.4

[View full comparison](https://www.capterra.com/compare/169505-225960/Zoho-Desk-vs-ServiceNow-Customer-Service-Management)

[Cherwell Service Management](https://www.capterra.com/p/121158/Cherwell-Software/)[4.33 (166)](https://www.capterra.com/p/121158/Cherwell-Software/reviews/)

vs

[SysAid](https://www.capterra.com/p/107225/SysAid/)[4.54 (509)](https://www.capterra.com/p/107225/SysAid/reviews/)

$189/month

Price

Contact vendor for pricing

4.4

Features

4.5

4.2

Ease of Use

4.5

[View full comparison](https://www.capterra.com/compare/107225-121158/SysAid-vs-Cherwell-Software)

[ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/)[4.36 (151)](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/reviews/)

vs

[SysAid](https://www.capterra.com/p/107225/SysAid/)[4.54 (509)](https://www.capterra.com/p/107225/SysAid/reviews/)

Contact vendor for pricing

Price

Contact vendor for pricing

4.3

Features

4.5

4.1

Ease of Use

4.5

[View full comparison](https://www.capterra.com/compare/107225-225960/SysAid-vs-ServiceNow-Customer-Service-Management)