Who Uses This Software?

Service Desk professionals who require a fully-integrated system- one that is easy customized - matching their specific workflows. Perfect for companies supporting 1,000+ end-users.


Average Ratings

101 Reviews
  • 4.5 / 5
    Overall
  • 4.5 / 5
    Ease of Use
  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    $189.00/month
    See pricing details
  • Pricing Details
    Use Cherwell Asset Management FREE on up to 1000 Machines
  • Free Version
    Yes
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
    Installed - Windows
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
  • 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

  • Asset Tracking
  • Audit Management
  • Compliance Management
  • Configuration Management
  • Contract Management
  • Cost Tracking
  • Depreciation Management
  • IT Service Management
  • License Management
  • Maintenance Management
  • Procurement Management
  • Requisition Management

Cherwell Software Reviews Recently Reviewed!

Team uses this to capture incoming data request and route them elsewhere

Nov 09, 2017
3/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality

Pros: Great way to organize and track customer data requests for IT team. My workplace is rather large so we have many groups that are responsible for various platforms, reports, permissions etc and cherwell allows for tickets to be tracked and rerouted.

Cons: It can be difficult to see the emails that have happened on a ticket. I wish the interface was more customizable for the end user.

An impressivly smooth operating system.

Oct 19, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The ability to customerise this software to your own business needs is very impressive. You can have a different dashboard (each dashboard fulfilling an entire team's needs) for multiple different teams.

Cons: Learning how to assign functions to widgits and modify/place them was quite awkward due to the vast array of available functions that can be amended on this system.

Implementing Cherwell took longer than expected but the results were worth the wait.

Sep 12, 2017
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: I enjoyed the support user experience. The layout is customization and easy to configure to fit the needs of each team that uses it. The permissions are granular, I was able to configure views for several teams while keeping the content team specific. The Knowledge Base management is put together very well. I found the asset tracking out of box experience pleasant also.

Cons: I would like to see more UI themes. Managing the AD integration was very difficult without third party support. It is very import that a qualified consultant is used with setting up and configuring Cherwell to fit your needs.

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.

New user. Entering knowledge articles.

Jun 21, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: The ease of entering the articles. The flow to publish the articles makes sense. Very user friendly as far as the ability to configure the system.

Cons: I still have not figured out how to do more advanced searches in knowledge. My current system allows me to search by category and I have to find that type of search in Cherwell.

Overall: The ability to truly use the software to ITIL standards. With the old software we had to do a number of different steps to record everything for reporting purposes.

It has a lot more new features and functions to work on.

Jun 21, 2017
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Pros: With all the new features, we can do more with it than the current software we have where we had to do stuff manually. It seems to be user friendly for the end users to submit requests and incidents. There are several portals to access the application such as web based and mobile devices.

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.

Don't believe the hype

May 11, 2017
2/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
1 / 5
Customer Support
3 / 5
Value for Money

Comments: Took them over 3 months to get the promised software to me and then it was beta. Another 2 months and its still not released and will break any changes we make to the beta version.

Pros: The product is flexible and can be made to do quite a bit. The installation is pretty easy and the hardware requirements are modest.

Cons: The claims that it doesn't require development is overstated as it requires someone with development skills to modify the application. Be sure to test any out of the box functionality you are promised before buying as we were sorely disappointed.

Awesome Product

Dec 07, 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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Comments: Cherwell is a one-stop shop when it comes to functionality that a help desk needs. The one step buttons that allow technicians to close out easy tickets (like lockouts) is great, and even better that they can personalize them to what they see most.

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
Likelihood to Recommend: 9.0/10 Not
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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.

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
Likelihood to Recommend: 10.0/10 Not
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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 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

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 - a great platform for our ITSM application

Oct 05, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Very good demo, entire staff very friendly and knowledgeable - 3rd party folks as well. Lots of assistance with helping us get to where we can develop and support on our own.

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.

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.

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.

Best ITSM system in the market

Oct 05, 2016
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Low cost and highly configurable

Overall: Everything is configurable in Cherwell so you don't need any code skills.
It integrates well with other systems and is low cost.

Recommendations to other buyers: Get a demo

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.

Cherwell Software

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: 8.0/10 Not
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Pros: The flexibility and endless use of the product.

Cons: Have not found any yet

Overall: We came from Remedy 7 and cherwell is a breath of fresh air. Easy to use and the user community is a really awesome feature.Really looking forward to seeing how expandable Cherwell really is.

Recommendations to other buyers: Follow up with the user community

Full Function Fun

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 powerfully functionality without .to learn coding

Cons: None

Overall: After months of research found the software that not only met our needs and delivered the requirements but did it with ease. User interface is simple and clear, admin functions are truly easy without the need to code. All this at a prices that is reasonable and sale able to the purse holders.

Recommendations to other buyers: Don't settle for less.

Awesome product

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: Codeless technology.

Cons: User Interface

Overall: Codeless technology is exceptional. Upgrades are very cost effective because they dont break things.

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 :)

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
Likelihood to Recommend: 10.0/10 Not
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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.

I don't code, I Cherwell!

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: Easily customizable by a non programmer!

Cons: Reporting is a bit cumbersome.

Overall: This software has sent us light years from where we were before implementation with the stars to reach for. I truly feel empowered to drive efforts toward the future and am so thankful for the wonderful staff and fantastic fellow customers!

Recommendations to other buyers: Don't code, Cherwell!

Cherwell is changing the way we deliver IT

Oct 05, 2016
4/5
Overall
5 / 5
Ease of Use
4 / 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. One single platform capable to be built out to fulfill any incoming request.

Cons: Not as "pretty" as other competitors. Mobile app leaves something to be desired.

Overall: The service portal allows us to bring together our disparate forms and request processes into one central service request portal. This has, and will continue, to reduce the user request impact on the help desk. It also allows us to begin to provide our users with an "Amazon-like" experience. Anything is possible with the Cherwell Service Request Portal!

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
Likelihood to Recommend: 10.0/10 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: 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.

Just Jumping in

Oct 05, 2016
3/5
Overall
2 / 5
Ease of Use
2 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: This product has much more expandability than Footprints

Cons: It seems to have a lot of coding overhead

Overall: I just started with this company a month ago and after having used Footprints for 3 years I found that this transition was relatively painless. I understood where thing were as our dashboards were similar.

Recommendations to other buyers: Some module plug-ins need to be simplified

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.

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.

Great Customer Service, Not Always Great Fixes

Oct 05, 2016
3/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: I love developing in Cherwell. It's quick and easy, however it's a shame we cannot have multiple developers working on the same business object. Also, upgrading is simple, however there are bugs! I wish Cherwell had a hot fix/patch process.

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

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 tool to make your Organization grow

Oct 05, 2016
5/5
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: Versatility and customizability

Cons: Look and feel - needs to be more up to date and the Knowledge base needs categorization.

Overall: This tool will allow you to focus on your key objective of you business, as it allows for process flows and management, which would usually take many productive hours. A suggestion is to make sure you have a plan in place and goals to measure delivery.

Recommendations to other buyers: Have a plan and set goals.

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...

Ease of configuration. Great dashboards.

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 configuration. Great useful dashboards.

Cons: Nothing comes to mind.

Overall: Implementation was smooth and user acceptance high. Management loved the outcome. We are now getting useful information to better manage our IT department. We have also given our customers better visibility to the level of service they are getting with customer dashboards.

Recommendations to other buyers: A great choice for an ITSM.

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.

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
Likelihood to Recommend: 10.0/10 Not
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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.

Cherwell Software - great value and easy to use

Oct 05, 2016
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Comments: We had an excellent deployment of this ticketing system, where we deployed incidents, service requests, service portal, change and problem management. Software met and exceeded our expectations in most categories.

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.

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.

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.

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.

CGC16 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: I like how versatile and adaptable the software is to your needs

Cons: I haven't found anything to complain about. There are multiple ways to accomplish your goals so the power is really in your hands.

Overall: Software has been excellent for our university. We recently finished the implementation and went live before the start of the school semester. It was an easy transition as we had been previously using a frontrange product which had a lot of similar features. We are a few months in now and we feel like we're just scratching the surface of of the software!

Being new to the software this is also my first Cherwell conference and it is well beyond expectation. It is an extremely positive environment that and everyone is very friendly. I look forward to coming back and working more with the software!

Cherwell is the Greatest

Oct 05, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Ease of use and the ease to custimize.

Cons: The reporting function is difficult to get quality reports.

Overall: This software is user friendly and easy to customize. This is a quality application that does much more than incident management.

Recommendations to other buyers: Take time to understand the implementation and plan it to achieve your desired results.

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.

Heading into a great direction with Cherwell.

Oct 05, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: What you can do with the product, the flexibility in the product.

Cons: NA

Overall: Came into the Cherwell project late in the project. However, my experience with then so far has been great. When talking to support they are willing to spend the time and make sure I understand. Excited about joining a user group to learn more about the product.

Cherwell Review

Oct 05, 2016
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Still learning about Cherwell- I'm very interested in mApp and integrations. CGC conference and culture seem pretty impressive. Features seem to stand up favorably to Service Now, though at the speed both change its difficult to say who is on top.

Lovin' Cherwell Service Management!

Oct 05, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The functionality and the capabilities. The automation continues to amaze me with the possibilities!

Cons: My learning curve as a new admin is a bit daunting, but glad to have access to user groups and forums.

Overall: Vetting the application we saw an incredible application that would serve our current needs as well as allow for ample growth for our IT Operations as well as HR and possibly other departments within our company.

Recommendations to other buyers: LEARN LEARN LEARN and keep on Learning! Utilize the user groups, attend the conference, and don't stop networking.

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

Best launch of a platform yet!

Oct 05, 2016
5/5
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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Pros: Ease of configuration

Cons: Not quite to enterprise standards yet for hosted solution.

Overall: Our launch of Cherwell was without incident and virtually flawless. This is due to the extreme ease of configuration and stellar support we received both before and post launch.

Recommendations to other buyers: Carefully determine which method is best for your organization; hosted or On-Prem

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.

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
Likelihood to Recommend: 10.0/10 Not
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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.

Good tool that is growing

Oct 05, 2016
3/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Comments: We have found Cherwell to ha a very flexible tool that does not take a strong development background to use. One steps and reusable expressions have provided a lot of power and reuse. They need to work on easier and more readible communication between customers and technicians.

Cherwell New customer review

Oct 05, 2016
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Love the self service portal , the ease of configurations as per my Admin team

Cons: umm, have not really found anything that we 'dont' like. anything that was questionable, we got the answers quickly.

Overall: We have not gone live yet, go live in a few months. So far our development experience has been wonderful.

Vendor Selection Process went great

Oct 05, 2016
4/5
Overall
5 / 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: Ease of use and functionality, company values, and people at Cherwell

Cons: They're still working to become more than an ITSM tool so there will be a lot of work we'll need to put in together, but I'm confident that it will go well.

Overall: We developed several business cases during our vendor selection process for an enterprise-wide ticketing system and some of the business cases (such as Facilities) were more complicated. Cherwell knocked it out of the park with their responses to our business cases, demo, and SOWs so we signed with them and we're excited to get started!

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 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

Comments: Initial purchase, still going through design phase. Great support so far, looking forward to full implementation.

Completely customizable

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: 9.0/10 Not
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Pros: Customization lets you do so much.

Cons: Customization can let you do too much, you need to tightly manage what you do to make sure you don't go overboard.

Overall: Cherwell is a great platform for ITSM. It allows for a wide variety of workflows. It can be greatly customized to however your wish.

Cherwell Service Management

Oct 05, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Ability to configure the system and utilize workflows to accomplish automation without programming skills.

Overall: The corporation I am a member of is a new customer of CSM. The Cherwell Team stood by it's statement that their customer's are important to them. We had some bumps along the way with an external consultant and when we asked Cherwell to help, they stepped in and got us back on track. For the first time, I am able to have confidence and ability to say "yes" our ITSM tool has the capability to achieve what is requested.

Recommendations to other buyers: Get involved with Cherwell staff and user groups. Also, get familiar with mAPPS.

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 Review

Oct 05, 2016
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Minimal coding. User interface

Cons: none

Overall: Cherwell is a great product that allows for a minimal amount of coding with a huge return on investment

Best ITSM plstform on the marketq

Oct 05, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: the ease of use

Cons: n/a

Overall: Out of the box it covered the vast majority of the ITSM items we needed. easy to use and configure. We haven't found anything that we cant do with Cherwell.

Recommendations to other buyers: compare this to others platforms and you will see the difference

New Cherwell Customer

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: Distributed administration, multiple integrated service catalogs, mergable Apps, great Customer Service!

Cons: Nothing to see here!

Overall: We just made the decision to implement Cherwell Service Management to replace our existing system. Throughout the RFP process, they were the leading vendor. They have the functionality and flexibility we need, but most importantly, their sales, engineering, and support teams are very customer focused and honest.

You can implement fast, but should you.

Oct 04, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: You do not need a heavy development background to help build onesteps and forms.

Cons: Client and browser do not match in function

Overall: We were challenged with implementing Cherwell very quickly before our last ITSM tool contract expired. We had 8 weeks to implement incident, problem and change. We were able to do this, but it did not give us the time to build out the tool the way we would have liked before rolling it out. We spent a lot of time finding bugs as our users were in the tool. We are learning together, but the differences between the client and the browser has caused several implementation setbacks and even caused some lost of trust with our IT team members.

Recommendations to other buyers: Keep your implementation short so it doesn't get stagnant, but give yourself enough time to talk through complicated work flows and forms before going live.

Easy and cheap

Oct 04, 2016
4/5
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: ease of configuration

Cons: Knowledge management module

Overall: Achieved quite a lot with this tool in surprisingly little time. Without a lot of programming knowledge it was fairly easy to configure.

Recommendations to other buyers: Know what you want before you start configuring to save time

Go Cherwell!

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: Automation

Cons: N/A

Overall: We went live with Cherwell in August of 2016. While we are still learning the tool and it's capabilities, so far it has been amazing.

Recommendations to other buyers: Not at this time.

Great platform that lead to a painless transition.

Oct 04, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Comments: We had been with the same ITSM product for 10 years. It's lack of flexibility prevented us from achieving our goals. The enterprise made the decision to change plaforms to Cherwell. It took us only 6 months to implement Cherwell and replace our old solution.

The flexibility of this platform allows for rapid application development. The time it took us to learn and become proficient in developing and supporting the platform was also low so we were up and running quickly.

I would recommend this solution to others looking to re-vamp or kick off their ITSM solution.

Government Organization with New Implementation

Oct 04, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: The product gives us all we need and several other things that we never knew we needed and even a few things we could never even imagine. The platform is very flexable.

Great Management Software

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: All tools are met

Cons: None yet

Overall: Cherwell is a great tool to use and stand up for use. This is a highly recommend software. The field and help desk love this

Recommendations to other buyers: Plan to build for future

Simple Solution for ITSM and Beyond

Oct 04, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: Cherwell has streamlined our Service Desk operations. Requests are getting to the right people faster and with higher accuracy. It is simple to set-up and easy on the end-users. Plus, it really can be an Enterprise Service Management Solution

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.

The best Service Management software on the market!

Oct 04, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We are still in the implementation phase, but are very pleased with what we have experienced so far. This application is easy to use and serves all of our needs.

Service Management built to support your structure without the need to compromise

Oct 04, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Flexibility

Cons: Sometimes get lost in the options.

Overall: The best thing I have experienced in moving to Cherwell is we did not have to build our internal processes around what the software is capable of doing. The beauty in Cherwell is the flexibility to build and shape it however you wish to support your infrastructure. Your service desk your way

Recommendations to other buyers: Great product

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.

Easy to use, but some features feel underdeveloped

Oct 04, 2016
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Comments: Cherwell has been fairly easy to implement and is easy to use, but a few of the features feel a bit underdeveloped. The browser client doesn't have the same full functionality as the installed rich client, which is a bit of an issue since 99% of our user base is browser-only.

Super flexible!

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: 9.0/10 Not
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Pros: How easily it is customized.

Cons: You can go down a rabbit hole customizing.

Overall: Cherwell has the capability to be used in a variety of ways and is easily customized. It has tremendous flexibility.

Recommendations to other buyers: Great company to work with!

WU Choice of the year

Oct 04, 2016
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The ease of use is what I like most about the tool

Cons: There was an approval engine issue and i did not like that at all

Overall: Cherwell is a very nice tool compared to others that I have used. Our company has had a few rough times lately but the Cherwell team was there all along the way.

Recommendations to other buyers: Nice tool

Cherwell Experience

Oct 04, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Over the last two years we have implemented Cherwell into our Company and it has been a game changer for us. We now see metrics and solutions we did not see before. The ability to use and create dashboards have given management insight into the day to day functions of our organization and insight on what is working and what needs to be worked on. It has been a joy working with Cherwell and their partners.

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

Great software

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: Easy to use and configure

Cons: None

Overall: We transitioned from another service desk software over 2 months ago for our IT needs. Cherwell is leaps and bounds ahead of our previous system. The portal designer and setup is much easier and more straight forward. The configuration is much easier without the need to reboot the whole system after making a database change.

The professional services group of Cherwell was amazing and really helped us get up and going. Unlike other contractors our professional services guy had us coding and configuring the system ourselves before we even finished the roll out.

Recommendations to other buyers: definatly get professional services to get you online.

Browser/Rich Client Parity

Oct 04, 2016
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: The potential in the customization is through the roof.

Cons: The browser client not being up to snuff

Overall: We were forced into a VERY short implementation which could account for many of our struggles in getting off the ground. but moving forward, the disparity between the browser and rich clients has been the number once source of our issues. From not being able to reliably send emails to flat out not being able to sue certain functionalities. Being a university, we are BYOD so we can not mandate people use windows, so being able to use the software on any device has been a struggle for our users for the switch.

Recommendations to other buyers: being more public about what features/fixes will be out and when

Cherwell Review

Oct 04, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: Easy of use. Great tool that has meet our needs. The automation and one step processes are very easy to configure. I would recommend this to any mid to large companyes

Cherwell Rocks

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: Cherwell has unlimited possibilities.

Cons: None

Overall: Cherwell helped with automating a lot of our operations which helped save our corporation time and money.

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.

Cherwell change management

Oct 04, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Comments: Pretty easy to install and configure. I can very easily learn on my own how to do customization and new functionality.

Cherwell Easy to Use/Easy to Manage

Oct 04, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We have been using Cherwell for almost 4 years and right off the bat it was easy to figure out how to work with the product. The training was simple and straightforward. Our IT users enjoy using a product that allows them to interact with support tickets in a multitude of ways and still have it be effortless. Cherwell is also very easy to manage and maintain. The codeless system allows admins to make changes and updates to the system without having to know all of the SQL programming. Overall, Cherwell allows us to support our customers easier, fast, and with better solutions, which overall increases our customer satisfaction.

Great Transition

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: It is easy to maintain and to configure functionality.

Cons: I am not a big fan of the blueprints. Currently we would only have a single admin working at a time but the idea of stepping on toes and overwriting someone's work worries me.

Overall: Currently implementing Cherwell, coming from a BMC solution. As the Cherwell Administrator, I found the the admin client a little different to navigate at first. However, once I became comfortable in the tool, I was very pleased in the actual ease of use and the power of it. I am able to do things in Cherwell that I never could in our previous solution. I look forward to unlocking even more of its capabilities.

Recommendations to other buyers: Take the time to get to know it. There are a number of ways to do things. Be open to the different possibilities.

New Customer

Oct 04, 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: 10.0/10 Not
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Pros: Ease of use, no coding, realtime dashboards

Cons: I dont know yet!

Overall: We are brand new Cherwell Customers and I am looking forward to moving forward with this new adventure. The demo team we have worked with thus far have been great. Very knowledgeable and made our choice to sign with Cherwell a no brainer!

Recommendations to other buyers: GO WITH THEM!

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.

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
Likelihood to Recommend: 10.0/10 Not
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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 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.

Great Company to work with

Oct 04, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Easy to use. super easy, but loaded with functionality.

Cons: The learning curve for an administrator requires a lot of effort, but not bad.

Overall: The people assigned to our implementation have worked very closely with us, been very attentive to our needs, and worked very hard to meet those needs. We've had challenges as every large scale implementation does, but they've worked with us to solve those problems every step of the way.

Recommendations to other buyers: So far it has been a great product to use.

Looking firward to many years of using cherwell

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

Overall: Amazing user friendly and great flow. Looking forward to being admin if the tool. Great that it is o e stop shop

Great Support for Smaller Orgs

Oct 04, 2016
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Support / Cost / flexibility / API integrations

Cons: Not fully multi- / cross-platform

Overall: We recently implemented Cherwell. We love the product and the support has been wonderful. Setting up can be complicated but their training is above others. Their staff has been great. Only downside I think is you can't get the rich client native on Mac OS.

Recommendations to other buyers: be ready for a steep learning curve :)

Cherwell is a great company to work with

Oct 04, 2016
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Comments: Cherwell is easy to configure and maintain. Release upgrades are easy with minimal issues.

Robust Product

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: 9.0/10 Not
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Pros: Full range of functionality and ability to implement components individually

Overall: My experience with Cherwell is that it is very intuitive and a breeze to navigate through. Implementation can be as basic as Incident Management, or to include the whole suite of features and fuctionality. Cherwell training is engaging and concise, making for quick and easy answers to questions.

Excellent software!

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

Cons: Don't have it installed yet

Overall: I love this product for all your business needs., Facilities management and ITSM and inventory needs.

Excellent implementation and no developers required

Oct 04, 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: 9.0/10 Not
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Pros: Functionality without programming languages; billing model; ease of implementation with SaaS model

Cons: Desktop client should not be more functional than a browser client.

Overall: Easy experience with implementation, using both Cherwell and third-party professional services. Their no-coding platform really doesn't require coding (!) and the billing model for concurrent use is what really sealed the deal.

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.