# Page 4 | Cherwell Service Management Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 4 - Is Cherwell Service Management the right Knowledge Base solution for you? Explore 166 verified user reviews from people in industries like yours to make a confident choice.

Source: https://www.capterra.com/p/121158/Cherwell-Software/reviews

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Cherwell Service Management

4.3 (166)

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Last updated March 13th, 2026

# Page 4 - Reviews of Cherwell Service Management

## Showing most helpful reviews

Showing 76-100 of 166 Reviews

Sort by:

Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

BM

Brendan M.  
Service Delivery Analyst  
Consumer Goods  
Used the software for: 2+ years

### "Cherwell Service Management Is an excellent, scalable ITSM tool."

October 4, 2016

4.0

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.

Pros

The adaptability to different processes

Cons

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

Review Source

ZP

Zsolt P.  
IT service manager  
Airlines/Aviation  
Used the software for: 2+ years

### "To the future with Cherwell"

October 5, 2016

4.0

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 :)

Pros

Flexibility Customable

Cons

Need better portal features like web2.0

Review Source

MN

Marsha N.  
Asst Director technology  
Education Management  
Used the software for: 2+ years

### "Cherwell review "

October 5, 2016

5.0

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.

Pros

Product being updated to stay current with what is occurring in IT

Cons

None

Review Source

NA

Neil A.  
Head of Enterprise Service Management  
  
Used the software for: 6-12 months

### "Deployment in large global FMCG"

February 21, 2017

4.0

Started implementing in early 2016 for multiple business service units HR, Finance and IT finance and IT and now live for all. Approximately 3500 resolvers and agents (including third party outsourcers) and a user base of 50,000 internal consumers.

Pros

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

Cons

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

Review Source

JJ

Jason J.  
ITSM Spec.  
Health, Wellness and Fitness  
Used the software for: 2+ years

### "Cherwell Review"

October 5, 2016

5.0

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

Pros

ease of use and great customer service

Cons

Responsive Portal an easier to migrate UI from older versions.

Review Source

JC

Justin C.  
Service Desk Supervisor  
Information Services  
Used the software for: 2+ years

### "Cherwell Review from Cherwell Conference"

October 5, 2016

5.0

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

Pros

Ease of use and incredible versatility.

Cons

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

Review Source

hG

houston G.  
developer  
Building Materials  
Used the software for: 1-2 years

### "Great Product"

October 2, 2019

4.0

Great

Pros

Very customizable. I like the freedom. So many options.

Cons

Hard to get intouch with customer support and hard to get someone to solve our issues.

Review Source

TV

Truong V.  
Applications Systems Analyst  
Hospital & Health Care  
Used the software for: 2+ years

### "Truong Review"

October 5, 2016

4.0

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

Pros

Flexibility , codeless features.

Cons

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

Review Source

KG

Katharina G.  
Server Application and Security Manager  
Higher Education  
Used the software for: 1-2 years

### "Great product out of the box"

October 4, 2016

5.0

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.

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.

Review Source

CC

Chris C.  
ITSM Analyst  
Higher Education  
Used the software for: 2+ years

### "Customer focused software "

October 5, 2016

5.0

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.

Review Source

KB

Kevin B.  
Business Analyst  
Financial Services  
Used the software for: 2+ years

### "Perfect Solution"

October 4, 2016

5.0

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.

Pros

Love the integration with REST and SOAP

Review Source

JH

Jason H.  
IT Manager  
Environmental Services  
Used the software for: 2+ years

### "Easy to use and easy to be productive"

October 4, 2016

5.0

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.

Pros

Ease of use and ability to customize everything

Review Source

MS

M S.  
Service Director  
Environmental Services  
Used the software for: 2+ years

### "Most flexible"

October 5, 2016

5.0

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

Pros

Easy and powerful

Cons

Documentation, though they are wirking hard to enhance

Review Source

PO

Peter O.  
Lead Cherwell System Admin  
Civil Engineering  
Used the software for: 2+ years

### "Cherwell software"

October 5, 2016

4.0

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

Pros

Flexibility

Cons

Support for SaaS customers

Review Source

JW

Jared W.  
SR IT Support Technician  
Hospital & Health Care  
Used the software for: 2+ years

### "Cherwell can be awesome"

October 4, 2016

4.0

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

Pros

Easy to incorporate all different areas of the institution

Cons

Frequent crashes

Review Source

JB

Julie B.  
Director, IT  
Hospital & Health Care  
Used the software for: 6-12 months

### "Cherwell is changing the way we deliver IT"

October 5, 2016

4.0

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!

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.

Review Source

IJ

Igor J.  
Cloud Lab Administrator  
Media Production  
Used the software for: 1-2 years

### "Proven system for years. "

September 9, 2018

5.0

Pros

Cherwell Service Management is a very good system and I can recommend it to other companies. I like auto-creating tickets and inventory.

Cons

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

Review Source

DB

David B.  
Database Administrator and Change Manager  
Non-Profit Organization Management  
Used the software for: 2+ years

### "Cherwell is a very robust ITSM and beyond IT software"

October 5, 2016

5.0

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

Pros

robustness

Cons

robustness

Review Source

PG

Patrice G.  
Sr Change Configuration Analyst  
Financial Services  
Used the software for: 1-2 years

### "WU Choice of the year"

October 4, 2016

3.0

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.

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

Review Source

VR

Verified Reviewer  
Systems Analyst  
Information Technology and Services  
Used the software for: Less than 6 months

### "This is the WORST helpdesk/itsm product on the market"

October 29, 2020

1.0

Worst commercial software platform I have ever seen.

Pros

Nothing - I have used a number of help desk systems over my 20-year IT career. This software is so bad I'm writing a review about it.

Cons

It's slow, unusable, the reporting stinks. It takes 5 clicks to view an email on a ticket that someone submitted. Do yourself a favor and buy something else.

Review Source

MA

Mike A.  
Leader/Director  
Financial Services  
Used the software for: 6-12 months

### "Cherwell Service"

October 4, 2016

5.0

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

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

Review Source

SP

Samuel P.  
Solutions Developer  
Mining & Metals  
Used the software for: 6-12 months

### "Great Company to work with"

October 4, 2016

4.0

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.

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.

Review Source

Brian D.  
Help Desk Analyst  
Information Technology and Services  
Used the software for: Less than 6 months

### "Decent ticketing system"

September 20, 2018

5.0

Pros

Very straight forward to use. Haven't noticed any issues

Cons

No negatives at the moment. I will update review if any are found

Review Source

RW

Rollie W.  
Service Desk Manager  
Hospital & Health Care  
Used the software for: 1-2 years

### "Cherwell is the Greatest"

October 5, 2016

5.0

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

Pros

Ease of use and the ease to custimize.

Cons

The reporting function is difficult to get quality reports.

Review Source

VR

Verified Reviewer  
Technology Support  
Higher Education  
Used the software for: 2+ years

### "Cherwell Evaluation"

April 2, 2019

5.0

Pros

I love the historical record searches to determine past submissions

Cons

A lot of feature to learn how to use. Easy intuitive interface

Review Source

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