About Cherwell Service Management

Cherwell Service Management is a cloud-based IT service management solution that helps IT teams in organizations to implement, automate and upgrade service and support processes. Cherwell Service Management supports process customization that allows departments to tailor the solution according to their native workflow processes. The solution provides users multiple ITIL verified processes such as incident, problem, request and event management. It also enables users to leverage ITIL service transition processes including change, configuration, release and deployment management. Cherwell Service Management provides IT self-service portal that automates request fulfillment and consolidates multiple independent portals in a single site. The dashboard enables users to spot trends, eliminate bottlenecks and comply with service delivery guidelines. Cherwell Service Management is available on a pay-as-you-go subscription model. Perpetual license is also available for a one-time fee in case businesses wants an on premise deployment. Support is available via email, phone and through webinars and Cherwell’s online community.
Cherwell Service Management Software - Computer details
Cherwell Service Management Software - Employee location
Cherwell Service Management Software - Dashboard
Cherwell Service Management Software - Service catalog
Cherwell Service Management video
Cherwell Service Management Software - Computer details - thumbnail
Cherwell Service Management Software - Employee location - thumbnail
Cherwell Service Management Software - Dashboard - thumbnail
Cherwell Service Management Software - Service catalog - thumbnail

Cherwell Service Management pricing

Cherwell Service Management has a free version. Cherwell Service Management paid version starts at US$189.00/month.

Starting Price:
US$189.00/month
Pricing Details:
Pricing information is available on inquiry.
Free Version:
Yes
Free trial:
N/A

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Cherwell Service Management Reviews

Feature rating

Value for Money
4.4
Functionality
4.4
Ease of Use
4.2
Customer Support
4.3
5 reviews of 160 View all reviews
Douglas F.
  • Industry: Higher Education
  • Company size: 501-1,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
4
Customer Support
5

5
Reviewed on 21/05/2020

Very effective ticketing system

Cherwell Service Management has been a very effective ticketing system for our operation. It rewards inquisitive users who have some experience with SQL queries. It integrates with our email system, so we end up receiving and answering email inquiries from our user community through the Cherwell interface. It gives good reporting, and good statistics, although the reporting requires some effort to access. It has been a good system for my organization

Pros

Customization of searches; use of an SQ-like search format to build queries that can then be saved and reused

Cons

Requires some level of training in order to increase personal customization. Occasionally have multiple people working on the same tickets, so some tickets get resolved with ineffective solutions while others are working on them. Reporting requires some effort to access.

Verified Reviewer
  • Industry: Information Technology & Services
  • Company size: 1,001-5,000 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
0
Features
5
Ease of Use
4
Customer Support
4

5
Reviewed on 1/10/2019

Great product with high upside

Overall the process with Cherwell has been great. The product is fantastic with very few hiccups.

Pros

This product allows us to customize it in a way that makes it so we can bring all departments within the same system (finally!).

Cons

Implementation and additional integrations can be difficult (as with any product).

Alternatives Considered

ServiceNow Customer Service Management

Reasons for Switching to Cherwell Service Management

Better interaction with the Cherwell team, better customization.
Maizy F.
  • Industry: Religious Institutions
  • Company size: 11-50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
0
Features
5
Ease of Use
4
Customer Support
0

5
Reviewed on 29/05/2022

Enterprise-Level Ticketing System

I really like Cherwell, and find it does meet our needs well for ticketing. I'm able to enter my information quickly to submit and process tickets. Great tool.

Pros

Cherwell is a well established IT ticketing tool, that my company has used for over two years now. We use it for incident reporting and journaling, as well as for our operation changes. I really like the robustness of it. It's user friendly, and has options and controls for almost anything I'd want to enter for the tickets. The software is customizable, and our admin team has tweaked things to be more in line with our company and uses. It has a clean smooth interface and does handle everything we want to do with our tickets.

Cons

When we first switched to Cherwell from HPSM, we did find the learning curve to be large, as the two tools have many differences. In general, like with any software, it does take time to get used to, but once we did get used to it, it seems rather smooth.

Abby F.
  • Industry: Education Management
  • Company size: 51-200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
2
Ease of Use
3
Customer Support
2

2
Reviewed on 23/05/2022

Cherwell is ok

Pros

I liked that I knew where everything was in Cherwell. The ability to customize as you wanted was good too.

Cons

It was hard to make changes with out someone that was very knowledgeable of the software. It's not very intuitive on the admin side.

Cliff T.
  • Industry: Consumer Services
  • Company size: 51-200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
4

4
Reviewed on 14/03/2019

High level of accurateness and flexibility

Cherwell Software offers one ITSM product which is aimed at companies with medium and high level of maturity. If you are interested in integrating a flexible and adjustable solution in your organization, then Cherwell Service Management is exactly what you require.

Pros

The company has expanded its ITOM capabilities and supports a wide range of third-party integrations and extensions. For instance, the example of such a platform can be Exchange Mergeable Application. In a few words, this application gives various opportunities for third-party developers to host their applications. In general, the vendor pleases us with the new program’s opportunities and abilities rolling out pretty frequently. We have given our preference to Cherwell Service Management because of its great visualization capabilities, user-friendliness of the program’s interface, powerful reporting, etc. With its help, our team has automatized numerous processes and tasks. The platform pleases with its accurate dashboards and incredible search abilities.

Cons

The company has a tendency to reassign account people. Maybe, the reason for that is the high speed of their self-development, who knows. But still, it may cause little difficulties. Where we see problems with Cherwell Service Management is that this program requires a lot of computer memory to run correctly. In addition, the program will be a real pain without a strong infrastructure from your side. What’s more, this solution does not have any web version.

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