# Page 5 | Cherwell Service Management Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 5 - 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 --- Cherwell Service Management 4.3 (166) [View alternatives](https://www.capterra.com/p/121158/Cherwell-Software/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Page 5 - Reviews of Cherwell Service Management ## Showing most helpful reviews Showing 101-125 of 166 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use KK Kyle K. Computer Systems Analyst Information Technology and Services Used the software for: Less than 6 months ### "CGC16 Review" October 5, 2016 5.0 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! 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. Review Source DM Daniela M. Change Analyst Financial Services Used the software for: 1-2 years ### "Super flexible!" October 4, 2016 5.0 Cherwell has the capability to be used in a variety of ways and is easily customized. It has tremendous flexibility. Pros How easily it is customized. Cons You can go down a rabbit hole customizing. Review Source WF Walter F. Director of Operations Information Technology and Services Used the software for: 6-12 months ### "A tool to make your Organization grow" October 5, 2016 5.0 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. Pros Versatility and customizability Cons Look and feel - needs to be more up to date and the Knowledge base needs categorization. Review Source JH Jerri H. Service Desk Supervisor Used the software for: 6-12 months ### "Robust Product" October 4, 2016 5.0 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. Pros Full range of functionality and ability to implement components individually Review Source CS Carsten S. ITSM Consultant Information Technology and Services Used the software for: 1-2 years ### "Best ITSM system in the market" October 5, 2016 5.0 Everything is configurable in Cherwell so you don't need any code skills. It integrates well with other systems and is low cost. Pros Low cost and highly configurable Review Source SA Sandy A. Lead Tech Non-Profit Organization Management Used the software for: 6-12 months ### "Great Support for Smaller Orgs " October 4, 2016 4.0 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. Pros Support / Cost / flexibility / API integrations Cons Not fully multi- / cross-platform Review Source KH Kevin H. Coordinator of Technical Support Education Management Used the software for: 6-12 months ### "Service Management built to support your structure without the need to compromise" October 4, 2016 5.0 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 Pros Flexibility Cons Sometimes get lost in the options. Review Source JL Jacque L. Help Desk Engineer Construction Used the software for: 6-12 months ### "Heading into a great direction with Cherwell." October 5, 2016 4.0 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. Pros What you can do with the product, the flexibility in the product. Cons NA Review Source WW Wade W. ITS Operations Performance Manager Airlines/Aviation Used the software for: 1-2 years ### "Awesome product" October 5, 2016 5.0 Codeless technology is exceptional. Upgrades are very cost effective because they dont break things. Pros Codeless technology. Cons User Interface Review Source PE Phil E. Programmer Education Management Used the software for: 2+ years ### "Great product!" October 17, 2019 5.0 Pros Easy of use, codelessness, frequent updates Cons there are some limitations that come with codeless configration Review Source JG Jeff G. IT Manager Wholesale Used the software for: 6-12 months ### "ITSM baked in" December 3, 2019 5.0 In a previous job for another organization, we used Cherwell as helpdesk software. It can do much more, however: CMDB, etc. Pros Cherwell is awesome, in that it's completely built around ITSM, meaning that if you're an ITSM shop, it already speaks your language. Cons It's really configurable, which is a good thing, but there's a bit of a learning curve to be able to make it how you want it. Almost like learning a new programming language Review Source MT Mark T. Senior Programmer Telecommunications Used the software for: Less than 6 months ### "Great Transition" October 4, 2016 5.0 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. 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. Review Source CF Christina F. IT Services Transition and IT Operations Lead Higher Education Used the software for: Less than 6 months ### "You can implement fast, but should you. " October 4, 2016 4.0 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. Pros You do not need a heavy development background to help build onesteps and forms. Cons Client and browser do not match in function Review Source KC Kelsie C. IT Service Managaement Lead Higher Education Used the software for: Less than 6 months ### "Browser/Rich Client Parity" October 4, 2016 3.0 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. Pros The potential in the customization is through the roof. Cons The browser client not being up to snuff Review Source ES Eric S. Supervisor Retail Used the software for: 6-12 months ### "Great Management Software" October 4, 2016 5.0 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 Pros All tools are met Cons None yet Review Source JS Jon S. System Administrator Information Technology and Services Used the software for: 6-12 months ### "Cherwell Rocks" October 4, 2016 5.0 Cherwell helped with automating a lot of our operations which helped save our corporation time and money. Pros Cherwell has unlimited possibilities. Cons None Review Source ML Martin L. IT Process Architect Furniture Used the software for: Less than 6 months ### "Cherwell Service Management " October 5, 2016 4.0 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. Pros Ability to configure the system and utilize workflows to accomplish automation without programming skills. Review Source LY Lanie Y. IT Used the software for: Less than 6 months ### "It took awhile to get the hang of it but once it made sense, it got better to work with." December 7, 2017 3.0 Pros I like how quick incidents work. It saves me a lot of steps when creating new requests. I also like the dashboards. I can see my work and the rest of the teams workload. Cons I don't like that I have to move the screens a lot. There are windows within a window so I need to scroll a lot to see the screen I am working on. It also logs to many system generated messages for every little step done. Review Source SB Spencer B. Software Engineer Computer Software Used the software for: 1-2 years ### "Cherwell Review. Great Experience so far." September 25, 2018 5.0 Pros This product is very flexible in such many ways. And it also has creating multiple threads for multiple projects. Cons Not so much, I would love if the interface can be more editable or costumizable, it will really helps the user a lot. Review Source SL Susan L. Assistant Directore, IT Support Services Higher Education Used the software for: Less than 6 months ### "New Cherwell Customer" October 5, 2016 5.0 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. Pros Distributed administration, multiple integrated service catalogs, mergable Apps, great Customer Service! Cons Nothing to see here! Review Source HH Heather H. Service Desk Coordinator Real Estate Used the software for: Less than 6 months ### "Lovin' Cherwell Service Management!" October 5, 2016 5.0 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. 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. Review Source MB Marisa B. Associate Vice President Higher Education Used the software for: Less than 6 months ### "Excellent implementation and no developers required" October 4, 2016 5.0 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. 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. Review Source JV Joe V. Sr Desktop Engineer Aviation & Aerospace Used the software for: Less than 6 months ### "cherwell" October 1, 2019 5.0 Pros Cost and ease of use are the main reasons we like Cherwell. Cons There is nothing we dislike about this system. Review Source HP Hamid P. Field Operations manager Warehousing Used the software for: Less than 6 months ### "Full Function Fun" October 5, 2016 5.0 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. Pros Ease of use and powerfully functionality without .to learn coding Cons None Review Source NW Nathan W. Used the software for: ### "Cherwell Easy to Use/Easy to Manage" October 4, 2016 5.0 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. Review Source Similar Products Featured