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.

Product Details

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.

Contact Details

Cherwell Software

https://www.cherwell.com

Founded in 2004

Located in United States

Starting Price

  • $150.00/month
  • Use Cherwell Asset Management FREE on up to 100 Machines

Free Demo

Platform

  • Installed - Mac
  • Cloud, SaaS, Web
  • Installed - Windows
  • Mobile - iOS Native
  • Mobile - Android Native

Training

  • In Person
  • Live Online
  • Webinars
  • Documentation

Support

  • 24/7 (Live Rep)
  • Business Hours
  • Online

Cherwell Software Features

Audit Management
Compliance Tracking
Configuration Management
Contract/License Management
Cost Tracking
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
Budget Management
Collaboration
Dashboard
Issue Management
Milestone Tracking
Portfolio Management
Project Planning
Requirements Management
Resource Management
Status Tracking
Task Management
Time & Expense Tracking

Cherwell Software Reviews

Overall
4.5/5
Ease of Use
4.5/5
Customer Service
4.5/5

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Showing 50 of 134 reviews

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Showing 50 of 134 reviews

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Reviewer's Role
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Frequency of Use
Cliff T.
Java Software Engineer
Consumer Services, 51-200 employees
Used the software for: 1-2 years
Overall Rating
4/5
Ease of Use
5/5
Customer Service
4/5
Features
5/5
Value for Money
4/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: Capterra
March 14, 2019

“High level of accurateness and flexibility”

OverallCherwell Software offers one ITSM product which is aimed at companies with medium and high level of maturity. If you are interested in integrating a flexible and adjustable solution in your organization, then Cherwell Service Management is exactly what you require.
ProsThe company has expanded its ITOM capabilities and supports a wide range of third-party integrations and extensions. For instance, the example of such a platform can be Exchange Mergeable Application. In a few words, this application gives various opportunities for third-party developers to host their applications. In general, the vendor pleases us with the new program's opportunities and abilities rolling out pretty frequently. We have given our preference to Cherwell Service Management because of its great visualization capabilities, user-friendliness of the program's interface, powerful reporting, etc. With its help, our team has automatized numerous processes and tasks. The platform pleases with its accurate dashboards and incredible search abilities.
ConsThe company has a tendency to reassign account people. Maybe, the reason for that is the high speed of their self-development, who knows. But still, it may cause little difficulties. Where we see problems with Cherwell Service Management is that this program requires a lot of computer memory to run correctly. In addition, the program will be a real pain without a strong infrastructure from your side. What's more, this solution does not have any web version.
Reviewer Source 
Source: Capterra
March 14, 2019
Robin J.
Application Support and Development
Government Administration, 1001-5000 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Source: Capterra
October 5, 2016

“Best ITSSM Platform - Indespensible in Delivering Our Services”

OverallCherwell 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.
ProsEverything! 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.
ConsThe 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.
Recommendations to other buyersNope. I believe I covered it in the areas above. =)
Source: Capterra
October 5, 2016
Jennifer E.
Senior Application Developer
Information Services, 1001-5000 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
4/5
Customer Service
3/5
Features
5/5
Value for Money
4/5
Likelihood to Recommend
9/10
Source: Capterra
October 5, 2016

“Cherwell has changed my career life.”

OverallUsing 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.
ProsI 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.
ConsThere 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.
Recommendations to other buyersDon'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.
Source: Capterra
October 5, 2016
Chris T.
IT Application Analyst
Banking, 201-500 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
4/5
Likelihood to Recommend
10/10
Source: Capterra
October 4, 2016

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

OverallWe 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.
ProsThe product allows for a high level of customization and is very easy to use, both from user and administrator standpoints.
ConsThe built in report writing leaves something to be desired. However, reporting through dashboards and searches within the system is a great alternative.
Recommendations to other buyersDedicate 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.
Source: Capterra
October 4, 2016
Brian G.
WiscIT/Cherwell Administrator
Higher Education, 10,001+ employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Source: Capterra
October 5, 2016

“Cherwell is amazing software ”

OverallWe'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.
ProsUser 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.
ConsThe webclient isn't quite up to par with the installed client yet. This is my only real gripe.
Recommendations to other buyersIf 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.
Source: Capterra
October 5, 2016
John L.
IT Service Management Lead
Law Practice, 5001-10,000 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
4/5
Likelihood to Recommend
10/10
Source: Capterra
October 5, 2016

“Unparalleled Flexibility”

OverallThe 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.
ProsThe flexibility and ease of use. The licensing model is extremely flexible and makes sense in nearly every business case.
ConsThe 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.
Recommendations to other buyersThe 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.
Source: Capterra
October 5, 2016
Jamie H.
Director, Service Operations
Retail, 1001-5000 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Source: Capterra
October 5, 2016

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

OverallWe 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.
ProsConfigurability, flexibility and ability to expand beyond IT.
ConsThe report writer is difficult to learn and understand.
Recommendations to other buyersCherwell is a great company. They truly care about their customers.
Source: Capterra
October 5, 2016
Austin G.
Senior Infrastructure Administrator
Financial Services, 501-1000 employees
Used the software for: Less than 6 months
Overall Rating
4/5
Ease of Use
4/5
Customer Service
3/5
Features
4/5
Value for Money
4/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: SoftwareAdvice
June 28, 2019

“Highly customizable but watch for bugs”

OverallIn the grand scheme of things, the software works very well. We are able to tailor it to meet our requirements for separating Incidents and Service Requests without too much of a learning curve. This has allowed us to obtain accurate metrics that were previously unavailable. The ability to customize everything has also opened up options for other teams to use the software instead of relying on email because other ticketing systems are too restrictive.
ProsCherwell gives you the ability to do almost anything you want/need to do. It's built in workflow (One-Step) feature is great for automating repeatable tasks. The extensibility and integration options are also huge benefits. Being able to link into pretty much any other application with a SQL back-end is huge.
ConsThere are quite a few bugs especially when it comes to the browser side of things. Customizing the Customer Portal lacks a functioning WYSIWYG interface and if you're a hosted customer, you have to open a ticket to have support restart IIS services before some of your changes go into effect. This makes creating/modifying a Customer Portal very painful. The Browser Client for technicians is also quite buggy. With the amount of "out of the box" features the software comes with, be very careful.. As some of these features are misconfigured out of the box and require either scouring the whole system or relying on a third party vendor who knows where the bugs are and can fix them. If you ask me, this is just a way to force you to use a consultant for implementation.
Reviewer Source 
Source: SoftwareAdvice
June 28, 2019
Steve H.
Service Desk Manager
Environmental Services, 201-500 employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
4/5
Customer Service
4/5
Features
5/5
Value for Money
4/5
Likelihood to Recommend
10/10
Source: Capterra
October 5, 2016

“Cherwell just works and I love to tell others about it”

OverallFrom 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.
ProsIt's extensibility. There hasn't been anything that we haven't been able to find an answer for so far.
ConsWhen 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.
Recommendations to other buyersTime 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.
Source: Capterra
October 5, 2016
Derek S.
Manager - Enterprise Operations Center
Information Technology and Services, 10,001+ employees
Used the software for: 6-12 months
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Source: Capterra
October 5, 2016

“Total Cost of Ownership is the best in the industry”

OverallWe 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.
ProsEasy of use and intuitive nature.
ConsSome current challenges with multiple developers working simultaneously. The DEV leadership at Cherwell is currently working to resolve this challenge.
Recommendations to other buyersSpeak with users and customer references. You will benefit greatly from that experience.
Source: Capterra
October 5, 2016
Robert S.
Professional, Tech Ops
Information Services, 5001-10,000 employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
4/5
Customer Service
3/5
Features
3/5
Value for Money
5/5
Likelihood to Recommend
8/10
Source: Capterra
October 5, 2016

“Widget disparity between client application and web browser”

OverallAll 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.
ProsThe 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
ConsThe lack of web browser compatibility development. However Cherwell is a company that actually listens to it's customers and they are constantly improving.
Recommendations to other buyersI recommend On-Premise.
Source: Capterra
October 5, 2016
Verified Reviewer
Higher Education, 51-200 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
4/5
Customer Service
5/5
Features
5/5
Value for Money
4/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: Capterra
February 13, 2019

“Cherwell Ticketing Software”

OverallCherwell has been great overall. Have used it for around 3 years and have had almost no functional issues with it during that time.
ProsCherwell 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.
ConsThe 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.
Reviewer Source 
Source: Capterra
February 13, 2019
David K.
Data Center Operations Manager
Hospital & Health Care, 10,001+ employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
4/5
Customer Service
4/5
Features
5/5
Likelihood to Recommend
7/10
Source: Capterra
October 5, 2016

“Excellent ITSSM and climbing rapidly.”

OverallExcellent 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.
ProsPowerful and flexible. Great dashboards and reportts.
ConsAllows 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.
Recommendations to other buyersThis 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.
Source: Capterra
October 5, 2016
Catie D.
IT Support Analyst
Machinery, 501-1000 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Source: Capterra
October 5, 2016

“Cherwell - The Best”

OverallWe 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.
ProsThe fact that it has so much functionality, and you don't have to be a programmer to make changes.
ConsThere's almost too much you can do with it, and not enough time to accomplish it all.
Recommendations to other buyersBuy, and implement as soon as you can. You won't regret it.
Source: Capterra
October 5, 2016
Delcia M.
Senior Technical Analyst
Translation and Localization, 1001-5000 employees
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Source: Capterra
October 5, 2016

“Once you go Codeless you'll never go back”

OverallCherwell 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.
ProsIt's codeless and super friendly
ConsI don't have any cons at this point
Recommendations to other buyersDon'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...
Source: Capterra
October 5, 2016
Olivier V.
Customer Support Director
Insurance, 1001-5000 employees
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Source: Capterra
October 5, 2016

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

OverallWe 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.
ProsIt can do anything, it is very customizable, it has an out-of-the-box fully working self-service portal, and my users love it!
ConsThe 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.
Recommendations to other buyersCarefully 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.
Source: Capterra
October 5, 2016
Michael D.
Director of User Support
Education Management, 201-500 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Source: Capterra
October 5, 2016

“Best solution... even for the little guy!”

OverallCherwell 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.
ProsEasy to use and customize. Extremely scalable without the need of costly vendor or 3rd-party professional services.
Recommendations to other buyersIn general, processes and workflows should be well defined before implementing an ITSSM solution. This is generic advice regardless of product.
Source: Capterra
October 5, 2016
John K.
Technology Operations Manager
Government Administration, 501-1000 employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
4/5
Customer Service
4/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
8/10
Source: Capterra
October 5, 2016

“Excellent Service Management Software”

OverallCherwell 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.
ProsThe flexibility it provides, excellent customer service, ability to share mApps with others.
ConsTakes some time using the software to become proficient at making modifications.
Recommendations to other buyersStart small with this platform and build on it. Its best to use it for some time before building so you understand how it functions.
Source: Capterra
October 5, 2016
Picaso T.
Software Engineer
Wholesale, 501-1000 employees
Used the software for: Less than 6 months
Overall Rating
5/5
Ease of Use
4/5
Customer Service
5/5
Features
5/5
Value for Money
4/5
Likelihood to Recommend
9/10
Source: Capterra
July 21, 2017

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

OverallI 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.
ProsThat 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.
ConsThe 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.
Source: Capterra
July 21, 2017
Kevin V.
DBA
Higher Education, 1001-5000 employees
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
4/5
Customer Service
4/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Source: Capterra
October 4, 2016

“Cherwell for Change Management”

OverallWe 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.
ProsEasy to customize and develop new business processes
ConsThe portal needs to be responsive - the objects are currently static.
Recommendations to other buyersTake the admin training first, then deploy. You will have all the tools you need to have a successful project.
Source: Capterra
October 4, 2016
Verified Reviewer
Unspecified
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
4/5
Customer Service
4/5
Features
4/5
Value for Money
5/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: Capterra
May 5, 2018

“Easy to manage your change management”

OverallConfiguration is easy; Workflow is very easy to configure. Good documentation & training is available online.
ProsYou 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.
ConsCloud 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.
Reviewer Source 
Source: Capterra
May 5, 2018
Verified Reviewer
Higher Education, 201-500 employees
Used the software for: 1-2 years
Overall Rating
2/5
Ease of Use
1/5
Features
3/5
Likelihood to Recommend
1/10
Reviewer Source 
Source: Capterra
January 31, 2019

“Standard functionality but horrible UX”

OverallWe 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.
ProsHelp desk tickets are tracked Released changes are tracked
ConsUser experience Look and feel of the software Search functionality Notification process Inactivity timeout
Reviewer Source 
Source: Capterra
January 31, 2019
Verified Reviewer
1001-5000 employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
4/5
Customer Service
5/5
Features
4/5
Value for Money
5/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: Capterra
March 23, 2018

“Ability to customize but not always in an optimal way”

OverallA consistent and streamlined presentation of employee service responses across multiple departments in our organization.
ProsOrganizes and streamlines our employee service responses across multiple HR departments. Reporting features are helpful.
ConsWe 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.
Reviewer Source 
Source: Capterra
March 23, 2018
Thomas F.
Desktop and Network Support Specialist
Information Technology and Services, 201-500 employees
Used the software for: 6-12 months
Overall Rating
4/5
Ease of Use
5/5
Customer Service
5/5
Features
4/5
Value for Money
5/5
Reviewer Source 
Source: Capterra
February 19, 2018

“Used to track tickets”

OverallTrack things that happen in the company more easily and understand where resources are being spent.
ProsSystem 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.
ConsLocking 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.
Reviewer Source 
Source: Capterra
February 19, 2018
Chris G.
Cherwell Product Manager
Higher Education, 10,001+ employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Source: Capterra
October 5, 2016

“Excellent Product, Excellent Company”

OverallCherwell 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.
Prosflexible, easy to upgrade, complete vendor support
ConsAfter version 7, the theme colors were removed.
Source: Capterra
October 5, 2016
Brad S.
Application Engineer
Information Technology and Services, 10,001+ employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
5/5
Customer Service
3/5
Features
4/5
Value for Money
4/5
Likelihood to Recommend
9/10
Source: Capterra
October 5, 2016

“Cherwell Service Management Review”

OverallCherwell 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.
ProsEasy to use and customize.
ConsSometimes not as powerful as you'd like.
Recommendations to other buyersnone
Source: Capterra
October 5, 2016
Ray P.
Process & Technology Leader
Education Management, 11-50 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Source: Capterra
October 5, 2016

“My Favorite Toy”

OverallIf 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.
ProsIt can be configured in almost unlimited ways.
ConsThe features are so robust, sometimes I need assistance to find where to configure a tool.
Recommendations to other buyersThis is the perfect tool for those organizations needing to conduct unusual processes.
Source: Capterra
October 5, 2016
Katharina G.
Server Application and Security Manager
Higher Education, 1001-5000 employees
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
3/5
Customer Service
4/5
Features
5/5
Value for Money
3/5
Likelihood to Recommend
10/10
Source: Capterra
October 4, 2016

“Great product out of the box”

OverallWe 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.
ProsGreat out of the box, customizable, code less, great company culture
ConsExpensive licensing for small companies, can take a while to get issues through at the help desk.
Recommendations to other buyersAs 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.
Source: Capterra
October 4, 2016
Sue P.
Sr. Application System Analyst
Hospital & Health Care, Unspecified
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
5/5
Customer Service
3/5
Features
4/5
Value for Money
5/5
Likelihood to Recommend
8/10
Source: Capterra
October 5, 2016

“Sue Pip- MD Anderson.org”

OverallI 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.
ProsEasy to use for the end user
Cons1st level of Support is not as knowledgeable they need to be when calling in for assistances.
Source: Capterra
October 5, 2016
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Denise W.
Technical Publications Support Specialist / PetroWiki Manager
Unspecified
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Features
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
July 24, 2018

“I used Cherwell as a client is enjoyed it”

ProsCherwell 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.
ConsCherwell 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.
Reviewer Source 
Source: Capterra
July 24, 2018
Mike L.
PM/Applications analyst
Research, 1001-5000 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
4/5
Value for Money
5/5
Likelihood to Recommend
10/10
Source: Capterra
October 5, 2016

“Great software, great company. ”

OverallWe'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.
ProsWorks as expected. Easy to configure and is very intuitive.
ConsNot really a "con", but our users are always coming up with new ways to use Cherwell.
Recommendations to other buyersIt's probably going to be the best choice.
Source: Capterra
October 5, 2016
Justin C.
Service Desk Supervisor
Information Services, 5001-10,000 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
4/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
9/10
Source: Capterra
October 5, 2016

“Cherwell Review from Cherwell Conference”

OverallThis has been an amazing experience. Very informational and well presented. I am excited about attending next year as well!
ProsEase of use and incredible versatility.
ConsBecause of the versatility it is easy to overestimate your abilities.
Recommendations to other buyersMake 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.
Source: Capterra
October 5, 2016
Keth E.
Software Engineer
Wholesale, 201-500 employees
Used the software for: Less than 6 months
Overall Rating
5/5
Ease of Use
4/5
Customer Service
5/5
Features
5/5
Value for Money
4/5
Likelihood to Recommend
9/10
Source: Capterra
June 9, 2017

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

OverallWe are still in the learning process of all the benefits and about to roll it out and go-live.
ProsAbility 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.
ConsNot 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.
Source: Capterra
June 9, 2017
Neil A.
Head of Enterprise Service Management
10,001+ employees
Used the software for: 6-12 months
Overall Rating
4/5
Ease of Use
5/5
Customer Service
3/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Source: SoftwareAdvice
February 21, 2017

“Deployment in large global FMCG”

OverallStarted 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.
ProsFlexibility for all needs Features Cloud Based Licensing model (concurrent resolvers) Serves HR and Finance as well as IT Covers our global needs
ConsProfessional 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 buyersVerify skilled professional service availability or consider third party implementer
Source: SoftwareAdvice
February 21, 2017
Shantanu R.
Technical
Computer Software, 10,001+ employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
4/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: SoftwareAdvice
April 17, 2018

“Amazing software”

ProsIt's extensibility. There hasn't been anything that we haven't been able to find an answer for so far.
ConsSome current challenges with multiple developers working simultaneously. The DEV leadership at Cherwell is currently working to resolve this challenge.
Reviewer Source 
Source: SoftwareAdvice
April 17, 2018
Bernie B.
Change manager
Higher Education, 5001-10,000 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
4/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Source: Capterra
October 5, 2016

“Flexible and plays well with others ”

OverallCSM 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.
ProsFlexibility and integrations
ConsMobile client
Source: Capterra
October 5, 2016
Marsha N.
Asst Director technology
Education Management, 10,001+ employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Source: Capterra
October 5, 2016

“Cherwell review ”

OverallWe 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.
ProsProduct being updated to stay current with what is occurring in IT
ConsNone
Recommendations to other buyersProduct support is highly available
Source: Capterra
October 5, 2016
Brendan M.
Service Delivery Analyst
Consumer Goods, 5001-10,000 employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
4/5
Customer Service
4/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
8/10
Source: Capterra
October 4, 2016

“Cherwell Service Management Is an excellent, scalable ITSM tool.”

OverallCherwell deployment and implementation went reasonably well. More requirements assessment and UAT on the front end would have been better. A great tool for ITSM.
ProsThe adaptability to different processes
ConsSome features (printing, reporting) are more complicated than they should be.
Recommendations to other buyersTest, test, test and then test some more.
Source: Capterra
October 4, 2016
Anthony D.
Service Desk Senior Analyst
Banking, 1001-5000 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
8/10
Source: Capterra
October 4, 2016

“Best ITSM Tool Around”

OverallI'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.
ProsDashboard Management
ConsAdmin tool, could be easier to use. But may also simply be lack of training on my end.
Source: Capterra
October 4, 2016
Truong V.
Applications Systems Analyst
Hospital & Health Care, 10,001+ employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
5/5
Customer Service
4/5
Features
5/5
Value for Money
4/5
Likelihood to Recommend
9/10
Source: Capterra
October 5, 2016

“Truong Review”

OverallI like the software and flexibility features. I am looking forward to add new usage and functions out side of ITSM.
ProsFlexibility , codeless features.
ConsMissing teaminfo object in earlier version (we started with 5.1)
Recommendations to other buyersPlan for database trimming and archiving early.
Source: Capterra
October 5, 2016
Zsolt P.
IT service manager
Airlines/Aviation, 501-1000 employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
9/10
Source: Capterra
October 5, 2016

“To the future with Cherwell”

OverallWe 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 :)
ProsFlexibility Customable
ConsNeed better portal features like web2.0
Source: Capterra
October 5, 2016
Jason H.
IT Manager
Environmental Services, 10,001+ employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Source: Capterra
October 4, 2016

“Easy to use and easy to be productive”

OverallI 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.
ProsEase of use and ability to customize everything
Recommendations to other buyersIf you can dream it you can do it. They have a great community that is willing to help.
Source: Capterra
October 4, 2016
Sean F.
Infrastructure Architect
Unspecified
Used the software for: 1-2 years
Overall Rating
4/5
Ease of Use
4/5
Customer Service
3/5
Features
4/5
Value for Money
4/5
Likelihood to Recommend
7/10
Source: Capterra
July 18, 2017

“Used for tracking our incident, service request and change management”

OverallAble to quickly create new incidents, service requests or change requests that can then be sent to the right people for action or approval.
ProsLooks 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.
Source: Capterra
July 18, 2017
Jason J.
ITSM Spec.
Health, Wellness and Fitness, 10,001+ employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Source: Capterra
October 5, 2016

“Cherwell Review”

OverallGreat Customer Service. Would like to see a responsive web portal. But overall software ease is nice. and Great tool for our organization.
Prosease of use and great customer service
ConsResponsive Portal an easier to migrate UI from older versions.
Source: Capterra
October 5, 2016
Igor J.
Cloud Lab Administrator
Media Production, 501-1000 employees
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
3/5
Customer Service
5/5
Features
5/5
Value for Money
4/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: SoftwareAdvice
September 9, 2018

“Proven system for years. ”

ProsCherwell Service Management is a very good system and I can recommend it to other companies. I like auto-creating tickets and inventory.
ConsThe system is very difficult to use, requires a qualified administrator, preferably with many years of experience. The implementation is also very difficult.
Reviewer Source 
Source: SoftwareAdvice
September 9, 2018
Austin G.
Senior Infrastructure Administrator
Accounting, 501-1000 employees
Used the software for: Unspecified
Overall Rating
5/5
Ease of Use
5/5
Features
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: SoftwareAdvice
July 31, 2018

“Great value for the price”

ProsThis product contains the same features as many ITSM tools on the market but at a fraction of the cost. Their concurrent licensing model makes it easy to afford a solution that includes complete ITIL-aligned workflows and templates (out-of-the-box), a self-service portal and the ability to run Powershell commands within custom workflows. Available in both SaaS and On-prem flavors, this tool will meet anyone's needs without breaking the bank.
ConsThe UI is somewhat dated but still functional. Their web-based console (for technicians) has about 90% the functionality of the thick client.
Reviewer Source 
Source: SoftwareAdvice
July 31, 2018
David B.
Database Administrator and Change Manager
Non-Profit Organization Management, 1001-5000 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Source: Capterra
October 5, 2016

“Cherwell is a very robust ITSM and beyond IT software”

OverallThis 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
Prosrobustness
Consrobustness
Recommendations to other buyersGet your processes defined and only deviate from OOTB if really needed
Source: Capterra
October 5, 2016
Chris C.
ITSM Analyst
Higher Education, 1001-5000 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Features
4/5
Value for Money
5/5
Likelihood to Recommend
9/10
Source: Capterra
October 5, 2016

“Customer focused software ”

OverallCherwell 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.
Source: Capterra
October 5, 2016
M S.
Service Director
Environmental Services, Unspecified
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
4/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Source: Capterra
October 5, 2016

“Most flexible”

OverallOur ERP of IT and moving beyond IT. Many simple out if the box features or easily create your own with basic knowledge.
ProsEasy and powerful
ConsDocumentation, though they are wirking hard to enhance
Source: Capterra
October 5, 2016
Peter O.
Lead Cherwell System Admin
Civil Engineering, 10,001+ employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
4/5
Customer Service
2/5
Features
4/5
Value for Money
4/5
Likelihood to Recommend
8/10
Source: Capterra
October 5, 2016

“Cherwell software”

OverallOverall 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
ProsFlexibility
ConsSupport for SaaS customers
Recommendations to other buyersNo
Source: Capterra
October 5, 2016