Who Uses This Software?

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.


Average Ratings

126 Reviews

  • 4.5 / 5
    Overall

  • 4.5 / 5
    Ease of Use

  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    $150.00/month
    See pricing details
  • Pricing Details
    Use Cherwell Asset Management FREE on up to 100 Machines
  • Free Version
    Yes
  • Free Demo
  • Deployment
    Cloud, SaaS, Web
    Installed - Windows
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • Cherwell Software
  • www.cherwell.com
  • Founded 2004
  • United States

About Cherwell Software

Cherwell Asset Management is designed for organizations seeking large reductions in software license spending, IT overhead, and software audit risk. By integrating all the data related to hardware and software inventory, application usage, license entitlements, and IT purchases, you can seamlessly track and manage IT investments from purchase to retirement and abandon Excel spreadsheets.


Cherwell Software Features

  • Budget Management
  • Collaboration
  • Dashboard
  • Issue Management
  • Milestone Tracking
  • Portfolio Management
  • Project Planning
  • Requirements Management
  • Resource Management
  • Status Tracking
  • Task Management
  • Time & Expense Tracking
  • Audit Management
  • Compliance Tracking
  • Configuration Management
  • Contract/License Management
  • Cost Tracking
  • Depreciation Management
  • Inventory Management
  • Maintenance Management
  • Procurement Management
  • Requisition Management
  • Supplier Management
  • Asset Tracking
  • Availability Management
  • Change Management
  • Configuration Management
  • Contract/License Management
  • Incident Management
  • Problem Management
  • Project Management
  • Release & Deployment Management
  • Self Service Portal

Cherwell Software Reviews Recently Reviewed!


Best ITSSM Platform - Indespensible in Delivering Our Services

Oct 05, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: Everything! It is customizable to fit my organization's needs. I happen to be a programmer, but I don't need to be to develop and configure Cherwell. It implements robust and customizable frameworks that allow you to use it as you need to. Cherwell doesn't dictate ITSSM, it's your partner in it.

Cons: The customizability allows unwary or naive implementors, developers, or Cherwell Admins to make changes that ultimately reduce the awesomeness of the product. The biggest area of this is in implementing business processes. Before making changes, consider whether you business process is as effective as it should be, rather than making the product implement a poor-performing process.

Overall: Cherwell implements 11 ITIL process out-of-the-box which helped an immature organization like ours start practicing ITIL. It's automation capabilities are vast and robust. The single best part of this product is its philosophy. It is completely customizable to fit your organization's needs and if Cherwell doesn't do something another tool does or you want to continue to use that tool, Cherwell integrates with many tools natively, through merge application functionality, and lastly through general customization. Simply put, if you can dream it, Cherwell does it...and if it doesn't, it will integrate with something that does.

Recommendations to other buyers: Nope. I believe I covered it in the areas above. =)

Cherwell is a powerful, flexible software that is great out of the box

Oct 04, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
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Pros: The product allows for a high level of customization and is very easy to use, both from user and administrator standpoints.

Cons: The built in report writing leaves something to be desired. However, reporting through dashboards and searches within the system is a great alternative.

Overall: We did not have an ITSM software in place prior to implementing Cherwell, so we did not come in with any preconceived notions. The implementation was smooth and the PSO helped us customize the software during the process. I have found it to be very easy to maintain, upgrade, modify, and enhance. The Cherwell customer community is vibrant and the company listens and incorporates ideas and requests from its user base. Support is very friendly and helpful, and always willing to help me with implementing any ideas I come up with. I also very much appreciate their emphasis on participating in their community and supporting organizations who have a positive impact on our world.

Recommendations to other buyers: Dedicate resources to administering and developing your Cherwell environment. It is a very powerful tool and can satisfy a wide array of needs for your organization that reach far beyond IT Service Management.

Cherwell has changed my career life.

Oct 05, 2016
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
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Pros: I really like how the company makes its customers feel special and makes us a priority, and how it is a software company that is proud of providing a code-less software product, that always seeks to be innovative and the best.

Cons: There are some quirks in the product that cannot be explained that exist in different places in the software that make troubleshooting a challenge at times. I have a One-Step, for example, that changes perspective after the 4th or 5th step, for some reason, and I had to build a work-around for it.

Overall: Using Cherwell has been great because I have gotten to learn a new software product and how to develop in it, whereas before I was sort of stuck not doing any development work for years. CSM has challenged me to learn more and stretch boundaries in planning future projects for more innovative development, as well.

Recommendations to other buyers: Don't forget to enhance the readability on the System Analyzer feature. Also, I feel Customer Support could be more knowledgeable about the details of how to develop in the tool more, without having to always turn to Professional Services.

Unparalleled Flexibility

Oct 05, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
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Pros: The flexibility and ease of use. The licensing model is extremely flexible and makes sense in nearly every business case.

Cons: The depth. While this isn't generally considered a negative, the software is so deep that you tend to realize there are a half dozen ways to do the same thing, and if you're of the mindset where you constantly tweak your apps, you'll always find a better way to do something, even if you don't have the time/resources to do so.

Overall: The application allows non-developers to create their own scenarios and solutions, and engage your users with highly-configurable dashboards, reports, and forms.

With some more advanced knowledge, you can easily turn a basic ticketing system into a full-featured platform for your company.

Recommendations to other buyers: The user community is fantastic. I've never been a part of a group that was so willing to share their experiences. Users love to brag about what they've done with the software, and share new techniques. No one likes to keep secrets, and it's extremely common to have someone pull out their laptop and show you the nuts and bolts of their implementations.

Cherwell is amazing software

Oct 05, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: User community, ability to modify to meet our needs, variety of hosting options, a vendor who is as interested in making the best possible tool as we are.

Cons: The webclient isn't quite up to par with the installed client yet. This is my only real gripe.

Overall: We've been using Cherwell since August 2014, and have yet to encounter something we can't make it do. The ability to develop the tool with the access to the same tools and features that their in-house and partner developers use means that we can build the tool exactly as we like at very little cost, and it provides numerous ways to build integrations to other tools and services, without needing to develop expensive bespoke code. Going back to anything else would be unthinkable.

Recommendations to other buyers: If you're uncertain as to how you'd like to host it, start in Cherwell's SaaS cloud. The cost of doing so vs hosting yourself is basically a push, and having someone else manage the backend while you're building expertise is a good approach -- you can always migrate on-site later. It took us only a couple of hours, most of which was transferring data and waiting for domain name redirects.

Cherwell is a great ITSM that is easily expanded to the Enterprise

Oct 05, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Configurability, flexibility and ability to expand beyond IT.

Cons: The report writer is difficult to learn and understand.

Overall: We implemented Cherwell in 2013. Currently we have incident, service request and change management implemented within IT. IT Projects underway are problem management, knowledge management and employee on-boarding/off-boarding. We also expanded the tool to Customer Service, Operations, Facilities Service and Supply Chain. Our next non-IT project will be implementing the tool within HR.

The tool does not require programming background to configure. We have two non-technical

resources who are responsible for the administration of the tool and development of new applications.

Dashboards are an easy way to report real time data from the system. They are powerful and we use them everyday to monitor our service.

As a company Cherwell is 100% customer focused. They listen to us and help us be successful with the tool. The culture of the company is amazing and not something you typically see at a software company.

Recommendations to other buyers: Cherwell is a great company. They truly care about their customers.

Cherwell just works and I love to tell others about it

Oct 05, 2016
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
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Pros: It's extensibility. There hasn't been anything that we haven't been able to find an answer for so far.

Cons: When building a new business object there are so many options and check boxes (that's good). The problem customers face is that we don't know exactly what all those check boxes do so would like to see additional documentation on those.

Overall: From the moment that we met the Cherwell folks in 2014 we knew that they were the right fit for us. They listen to their customers and they truly care about our needs and they encourage user input and interaction. There hasn't been a need that we've thought of that we either haven't been able to do or haven't been able to find an answer from the user community.

Recommendations to other buyers: Time your training according to when you plan to actually start building or will start actually using the product. We took our training too early and forgot a lot of what we learned before we actually got started.

Total Cost of Ownership is the best in the industry

Oct 05, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: Easy of use and intuitive nature.

Cons: Some current challenges with multiple developers working simultaneously. The DEV leadership at Cherwell is currently working to resolve this challenge.

Overall: We had several systems at our company of the last few years. We have 20,000 users and over 400 locations spread throughout the world. We have used Lotus Notes, Heat, IBM Smart Cloud Control Desk.

We went through major consolidation efforts for tools, people and processes. We are in the middle of a massive IT Transformation.

We evaluated ServiceNow and Cherwell very closely with test instances in our organization. From easy of setup, use and administration Cherwell blew away ServiceNow. Continual Professional Services are costs not usually highlighted in initial sales meetings. With Cherwell, we are able to significantly decrease our 3rd party Professional Services costs.

The licensing costs are much less expensive. With ServiceNow, you have to pay for modules as your organization matures and finds value in these new features. This is not the case with Cherwell.

From easy of use, functionality to customer support and costs, there was not comparison. Cherwell blew away the competition and continues to do so.

Recommendations to other buyers: Speak with users and customer references. You will benefit greatly from that experience.

Widget disparity between client application and web browser

Oct 05, 2016
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The application is incredibly customizable. You don't have to figure out how to cram a custom process into a fixed application, you just create your custom process with all and only the things and functions it needs, but still have the capability to link it to existing objects and processes

Cons: The lack of web browser compatibility development. However Cherwell is a company that actually listens to it's customers and they are constantly improving.

Overall: All widgets are available in both the client and web parts of Cherwell, however, the widgets viewed in a web browser lack the same visual quality that you see in the client. Mainly graphs and grids differ between the client and web so much so that either widgets are doubled to accommodate the differences or separate dashboards entirely.

Recommendations to other buyers: I recommend On-Premise.

Cherwell Ticketing Software

Feb 13, 2019
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Cherwell does a great job of keeping track of tickets across multiple teams with seamless integration. Makes ticketing for a large IT Dept. with over 12 teams easy. The software is customizable and allows for automation in just about every facet of the program. Tasks that take up to 10 minutes can be done instantly through the One-Step feature.

Cons: The software is lacking in visual design. It's functional but getting information to be readable and look good is very hard and takes quite a bit of work in the dashboard manager.

Overall: Cherwell has been great overall. Have used it for around 3 years and have had almost no functional issues with it during that time.

Excellent ITSSM and climbing rapidly.

Oct 05, 2016
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
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Pros: Powerful and flexible. Great dashboards and reportts.

Cons: Allows you to implement poorly if you don't follow best practices. The look and feel of Windows client is a bit dated and needs refreshed.

Overall: Excellent product with very good support. Very flexible and supports many business processes beyond ITSM. Has been effective for our organization for Supply Chain management. Very good user group community that free contributes mApps that significantly enhance functionality. Also has excellent business partners supporting a wide array of services.

Recommendations to other buyers: This product stands up against the Goliaths at a much better price point and value. It is gaining rapidly on the top two competitors, and for very good reason. Really listens and cares for the customer.

Cherwell - The Best

Oct 05, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The fact that it has so much functionality, and you don't have to be a programmer to make changes.

Cons: There's almost too much you can do with it, and not enough time to accomplish it all.

Overall: We implemented in 2014, and it was the best decision we could have made. Cherwell is great. It gives us the functionality that we need, and we don't have to be programmers to make changes. It offers integration with so many other applications. It can be used for so many different uses. It goes above and beyond our expectations, and we have been able to use it for more than just IT. We only wish we would have found Cherwell sooner.

Recommendations to other buyers: Buy, and implement as soon as you can. You won't regret it.

Best solution... even for the little guy!

Oct 05, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to use and customize. Extremely scalable without the need of costly vendor or 3rd-party professional services.

Overall: Cherwell is the best solution for ITSSM on the market -- even for small businesses or schools. Cherwell is easy to configure and intuitive to use. Unlike other ITSSM vendors, it is flexible enough to handle anything without needing costly customizations. As a company, Cherwell is like a family. They truly care about their customers and their customers' success. In my experience, this is VERY rare among other ITSSM vendors.

Recommendations to other buyers: In general, processes and workflows should be well defined before implementing an ITSSM solution. This is generic advice regardless of product.

Once you go Codeless you'll never go back

Oct 05, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It's codeless and super friendly

Cons: I don't have any cons at this point

Overall: Cherwell has allowed our I.T. to really mature our IT and Business processes. We have made huge gains in providing our I.T. department with dashboards that provide real-time information. We no longer spend hours gathering reporting information. With Search Manager and Report Manager, you'll wonder how you ever did with out these. They are huge time savers and the best part of working within Cherwell Service Management is that you don't have to rely on Vendor support or Developers to re-customize and configure. It's all at your fingertips. Cherwell has certainly made our lives easier. We are looking forward to future gains that can be made with this super great ITSM tool.

Recommendations to other buyers: Don't choose a product that you cannot work with yourself. If you need a lot of Third Party Vendor or Developer work, then don't buy it...

A cost-savvy tool that you can do anything with (except coffee)

Oct 05, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It can do anything, it is very customizable, it has an out-of-the-box fully working self-service portal, and my users love it!

Cons: The web interface could get some more love. Currently it's a web view of the hard client view, whereas I'd like it to use more of what web browsers and languages can currently offer.

Overall: We needed a new ITSM tool that could do almost everything out-of-the-box, that was customizable, that allowed us to automate most of our regular processes and that didn't cost too much. After comparing most existing tools, Cherwell was the only one that filled our criteria. All of them.

Anything you want to do with it can be implemented within days, even hours.

Recommendations to other buyers: Carefully plan what you want, involve users and partners and stakeholders in the implementation so that you do the work only once, and do it well.

Excellent Service Management Software

Oct 05, 2016
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The flexibility it provides, excellent customer service, ability to share mApps with others.

Cons: Takes some time using the software to become proficient at making modifications.

Overall: Cherwell is an excellent service management platform and can be used for just about anything you want to track and record. My organization started using it for ITSM and has expanded to volunteer management, project management and time tracking. The tool takes time to learn but after you understand the principles almost anything is possible.

Recommendations to other buyers: Start small with this platform and build on it. Its best to use it for some time before building so you understand how it functions.

Cherwell for Change Management

Oct 04, 2016
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to customize and develop new business processes

Cons: The portal needs to be responsive - the objects are currently static.

Overall: We did our implementation of Cherwell in an unconventional way. We started with the Change Management module because that is what we needed the most. From there we tackled Problem Management and then Incident Management. It was amazing how quickly we got Change Management working for Calvin IT. We did not have C.M. before so this was not only a technology project but also a culture change. Cherwell Software provided both a easy starting point out of the box and a easy path to make the changes we needed. The quick win in Change Management allowed us to tackle Problem and Incident with great momentum.

Recommendations to other buyers: Take the admin training first, then deploy. You will have all the tools you need to have a successful project.

A lot of features and functionality, plus easy to configure.

Jul 21, 2017
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: That it is fairly easy to configure. The administration course contained a lot of information but once you start to play with it and build things out its sort of like riding a bike for the first time, well maybe more like flying a plane for the first time.

Cons: The overall look of the ticking window, very busy, a bit confusing for new users to figure out exactly what to fill in and where to go next on the page. Different sections, different font sizes, the colors, etc. make a bit difficult to navigate around. Again, you learn it over time, but if it's your first time using it, or with our IT staff some people rarely use it, this can make it difficult to know where to navigate. We are still in the testing/learning phase and about to go live, it will be interesting to see if our system administrators continue to develop and enhance the system over time, which the should do because in the week long administration class we saw first hand how powerful this tool can be, or will they just leave it as is which is a rather simplistic go-live model.

Overall: I was involved in the selection process, we met with CA, ServiceNow, Landesk, and two others. Cherwell hands down was the best we viewed because of what you get out of the box, the ability to make tweaks, those tweaks do not get in the way of upgrades, upgrades are rather easy and painless, they have other functionality that will bolt on to the tool by simply importing a file, it is offered at a fairly affordable price although I think all vendors quotes we received were expensive in my book but what can you do, in this case Cherwell was lower than others, and unlike some their licensing model is a blessing.

Easy to manage your change management

May 05, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: You can easily configure and create Incidents and Change requests; easy to use workflow and very well integrated with Microsoft active directory. Support is available as a community website and or as a phone call.

Cons: Cloud based and it can be slow once in a while, but works most of the time it is fine. It is getting better after our feedback.

Overall: Configuration is easy; Workflow is very easy to configure. Good documentation & training is available online.

Cherwell Service Management Review

Oct 05, 2016
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to use and customize.

Cons: Sometimes not as powerful as you'd like.

Overall: Cherwell was a very easy application to install and configure to meet the needs of our organization. As the sole developer for the app, with the help of a vendor to start, we were able to get almost everything we needed up and running. Since the initial rollout, we've needed only occasional vendor support for some complex integrations, but everything else has been manageable internally. Overall, great product and easy to use and administer.

Recommendations to other buyers: none

Used to track tickets

Feb 19, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: System was easy to implement. Give the ability to track tickets and record when things are going wrong. Shows clearly what was already attempted and allows use to see the time spent per person on a single issue.

Cons: Locking the Description down so after initial creation, it cannot be changed

We like this idea, and will take some time/thought to get it right We are concerned that doing this could result in automation processes to stop working correctly, or other onesteps from functioning. Other concerns are auto-populate options for fields potentially breaking. Additionally we're concerned this might pigeon hole us a bit.

Overall: Track things that happen in the company more easily and understand where resources are being spent.

Ability to customize but not always in an optimal way

Mar 23, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Organizes and streamlines our employee service responses across multiple HR departments. Reporting features are helpful.

Cons: We haven't always been able to customize optimally to reduce administrative burden. There are certain "statuses" we'd like to add that have been a challenge up to now.

Overall: A consistent and streamlined presentation of employee service responses across multiple departments in our organization.

Excellent Product, Excellent Company

Oct 05, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: flexible, easy to upgrade, complete vendor support

Cons: After version 7, the theme colors were removed.

Overall: Cherwell is a great company to work with, they are responsive and never leave you hanging. The product is very flexible, we went from a NO organization to a YES organization. When we have requests for functionality we can meet our customers needs using Cherwell. The code-less platform is a great way to customize the program and not hamper our ability to upgrade to the latest version.

Standard functionality but horrible UX

Jan 31, 2019
2/5
Overall

1 / 5
Ease of Use

3 / 5
Features & Functionality
Likelihood to Recommend: 1.0/10 Not
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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

Overall: 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.

My Favorite Toy

Oct 05, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It can be configured in almost unlimited ways.

Cons: The features are so robust, sometimes I need assistance to find where to configure a tool.

Overall: If I can dream it, I can configure it in Cherwell. I love to describe it as playing a chess game with 5,000 pieces. My colleagues repeatedly ask, 'Can this be done? My usual response: give me 5 minutes and I will roll it out.

Recommendations to other buyers: This is the perfect tool for those organizations needing to conduct unusual processes.

Great product out of the box

Oct 04, 2016
5/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Great out of the box, customizable, code less, great company culture

Cons: Expensive licensing for small companies, can take a while to get issues through at the help desk.

Overall: We implemented out of the box and have been able to use the application from day 1 after a 3 week implementation. What is even better is the flexibility of customizing the application in any way and even outside of ITSM.

Recommendations to other buyers: As a customer, either have one or more dedicated people or a pool of money to spend on customizations. Out of the box the application works, but I can't imagine anyone won't be able to think of something additional they want to do with the software.

Sue Pip- MD Anderson.org

Oct 05, 2016
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Easy to use for the end user

Cons: 1st level of Support is not as knowledgeable they need to be when calling in for assistances.

Overall: I have using Cherwell Service Management for the past 3.5 years as a Administrator. I find that Cherwell is easy to design basic requirements and also for difficult requirements. I find the upgrades are easy to preform, however they usually come with a few bugs that have to be fixed.

Capterra loader

I used Cherwell as a client is enjoyed it

Jul 24, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: Cherwell is easy to use and set up. Creating multiple threads for multiple projects is a plus. Its easy with adding or removing participants to the threads.

Cons: Cherwell has no real cons in its software or platform. I have had no issues that I can report. Its just a great software and I enjoy using it.

Cherwell Review from Cherwell Conference

Oct 05, 2016
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Ease of use and incredible versatility.

Cons: Because of the versatility it is easy to overestimate your abilities.

Overall: This has been an amazing experience. Very informational and well presented. I am excited about attending next year as well!

Recommendations to other buyers: Make sure you know what you want before you start. We tried to pull in a lot of our old data and processes (to make it easy) which made it really hard.

Great software, great company.

Oct 05, 2016
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Works as expected. Easy to configure and is very intuitive.

Cons: Not really a "con", but our users are always coming up with new ways to use Cherwell.

Overall: We've been using Cherwell for two years, and I still feel we've made the right choice. Its OOTB is excellent, and the ability to customize and expand the capabilities is great.

Recommendations to other buyers: It's probably going to be the best choice.

A lot of flexibility & functionality when compared to other top players in this realm.

Jun 09, 2017
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Ability to make changes to forms is very easy. We can also created and adjust workflow pertaining to incident/problem tickets as well as change tickets, which can all be done without having to recycle services during the off-hours. Such changes to the code are captured in snapshots which can then be easily restored if we discovered something we changed isn't working correctly. ITIL is also built into the tool and yet it can be tweaked to meet our needs. Likewise, dynamic reporting capabilities without having to go to an 3rd party bolt-on vendor. I'll also add that configuration item comes with the product, something we have desired for a long time in order to increase productivity and reduce outages related to our weekly Change Meetings.

Cons: Not too much I don't like. I guess learning the administration portion was a bit overwhelming at first, a lot a material to try to grasp and then apply when those situations arise that require us to dig thru the old memory banks on how to go about accomplishing what is needed. HOWEVER, I'm sure all Service Mgmt. tools are like this, in fact the tool we left was so overwhelming that most of our work had to be contracted out which made it hard to support later down the road.

Overall: We are still in the learning process of all the benefits and about to roll it out and go-live.

Deployment in large global FMCG

Feb 21, 2017
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: Started implementing in early 2016 for multiple business service units HR, Finance and IT finance and IT and now live for all. Approximately 3500 resolvers and agents (including third party outsourcers) and a user base of 50,000 internal consumers.

Pros: Flexibility for all needs Features Cloud Based Licensing model (concurrent resolvers) Serves HR and Finance as well as IT Covers our global needs

Cons: Professional services arm is less developed and less experienced in project management Language translations model proved troublesome for our requirements of many languages

Recommendations to other buyers: Verify skilled professional service availability or consider third party implementer

Amazing software

Apr 17, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It's extensibility. There hasn't been anything that we haven't been able to find an answer for so far.

Cons: Some current challenges with multiple developers working simultaneously. The DEV leadership at Cherwell is currently working to resolve this challenge.

Cherwell Service Management Is an excellent, scalable ITSM tool.

Oct 04, 2016
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The adaptability to different processes

Cons: Some features (printing, reporting) are more complicated than they should be.

Overall: Cherwell deployment and implementation went reasonably well. More requirements assessment and UAT on the front end would have been better. A great tool for ITSM.

Recommendations to other buyers: Test, test, test and then test some more.

Best ITSM Tool Around

Oct 04, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Dashboard Management

Cons: Admin tool, could be easier to use. But may also simply be lack of training on my end.

Overall: I've used/demo'd several different ITSM tools and Cherwell is by far the easiest to use and admin. My favorite part of this product is the Dashboard Manger. Creating intuitive dashboards has never been easier.

Flexible and plays well with others

Oct 05, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Flexibility and integrations

Cons: Mobile client

Overall: CSM offers a truly flexible platform that allows mapping your business processes regardless of complexity or size. This enables your work flow, not what just the tool does. CSM also integrates with any REST api as well as offering its own. So what ever you want to do is possible.

Cherwell review

Oct 05, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Product being updated to stay current with what is occurring in IT

Cons: None

Overall: We have been a customer for 4 years. Ease of use is a big plus. Not losing your customizations after an update is wonderful. We have expanded our package to other departments over the last 4 years.

Recommendations to other buyers: Product support is highly available

Easy to use and easy to be productive

Oct 04, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Ease of use and ability to customize everything

Overall: I find the software tool is so robust and easy to customize. Out of the box is great, but there is so much more magic you can do to make your team productive.

Recommendations to other buyers: If you can dream it you can do it. They have a great community that is willing to help.

To the future with Cherwell

Oct 05, 2016
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Flexibility

Customable

Cons: Need better portal features like web2.0

Overall: We have implenented Cherwell 3 years ago, that was the 4.30 version. We have made a lot of customization and now we have 8.2.1 version there were any big problems with the upgrade, this is what other softwares can't do :)

Truong Review

Oct 05, 2016
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Flexibility , codeless features.

Cons: Missing teaminfo object in earlier version (we started with 5.1)

Overall: I like the software and flexibility features. I am looking forward to add new usage and functions out side of ITSM.

Recommendations to other buyers: Plan for database trimming and archiving early.

Cherwell Review

Oct 05, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: ease of use and great customer service

Cons: Responsive Portal an easier to migrate UI from older versions.

Overall: Great Customer Service. Would like to see a responsive web portal. But overall software ease is nice. and Great tool for our organization.

Used for tracking our incident, service request and change management

Jul 18, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Looks to be very flexible, I'm a user rather than setting it up but the forms look like they are very easy to set up and you can pretty much do whatever you need as part of getting the right information for the ticket being logged.

Overall: Able to quickly create new incidents, service requests or change requests that can then be sent to the right people for action or approval.

Cherwell is a very robust ITSM and beyond IT software

Oct 05, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: robustness

Cons: robustness

Overall: This is a great tool that has allowed us to exceed our initial goals of ITSM needs. We have been looking at other areas to use the tool

Recommendations to other buyers: Get your processes defined and only deviate from OOTB if really needed

Customer focused software

Oct 05, 2016
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: Cherwell as a platform is fully customizable and almost limitless in what it can achieve. Cherwell as a company is a user focused support network made up of great employees and a community of peers who are always willing to help.

Perfect Solution

Oct 04, 2016
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Love the integration with REST and SOAP

Overall: Whether you want a quick implementation OoB or a structure system to completely personalize for your firm, Cherwell has the tools necessary to track and manage your services.

Proven system for years.

Sep 09, 2018
5/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Cherwell Service Management is a very good system and I can recommend it to other companies. I like auto-creating tickets and inventory.

Cons: The system is very difficult to use, requires a qualified administrator, preferably with many years of experience. The implementation is also very difficult.

Most flexible

Oct 05, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy and powerful

Cons: Documentation, though they are wirking hard to enhance

Overall: Our ERP of IT and moving beyond IT. Many simple out if the box features or easily create your own with basic knowledge.

Cherwell software

Oct 05, 2016
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

2 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Flexibility

Cons: Support for SaaS customers

Overall: Overall the software is very flexible. I really enjoy the web service integration. I was able to get dell warranty data from the dell web service and populate CMDB

Recommendations to other buyers: No

Cherwell Service

Oct 04, 2016
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It allows you to do the things you need to do from an ITIL/ITSM perspective. As well as be creative when faced with obstacles, that do not require a "consultant" to code for you.

Cons: It needs to incorporate basic cost/financial management "attributes " for configuration objects

Overall: This has been by far the easiest ITSM toolset to implement and configure than any previous toolset that I have implemented.

Recommendations to other buyers: While you don't need a programmer, you will need resources to keep up with the demand of configuration, dashboards, and reporting

Cherwell can be awesome

Oct 04, 2016
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Easy to incorporate all different areas of the institution

Cons: Frequent crashes

Overall: Cherwell seems to have a lot of awesome features. Implementation is a problem at a big institution such as ours.