We performed a comparison between Cherwell Service Management and ServiceNow based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The dashboard is very useful to get a quick overview of current tasks."
"All our activities are carried out in the one place."
"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."
"The dashboard and the reporting functionality are the solution's most valuable features."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"The most valuable features are problem management and change management."
"I have found many features that are important and that are easier when compared to Remedy; for example, the Scripted REST APIs and the Flow Designer... The Client scripts are simpler when you compare with Remedy."
"I think ServiceNow is highly stable. These kinds of tools are used in a big company, and I haven't seen any issues in terms of the core platform."
"We have found change management and CMDB to be very useful."
"I like the ease of use."
"The most valuable aspect of the solution is the possibility of the application development cap so that we can digitize workflows."
"Great that it's knowledge-based and you can use the flows in ServiceNow."
"The feature that I have found most valuable from ServiceNow is the ability to assign sub-tasks to different teams, including problem tickets and the regular and chain tasks."
"The Workflow feature is the most valuable."
"The stability, specifically in the on-premises deployment model, could be improved."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"Access is only available if we're on VPN."
"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."
"The pricing of the solution could be better. It's a bit high."
"If you have advanced questions, technical support often doesn't know the answer."
"It's moving at a very fast pace. It is difficult for developers or engineers to keep up with it. That's the only issue."
"The setup was time-consuming and required a lot of internal resources."
"Making a mobile version would be helpful."
"When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user."
"It's too complicated and there are too many options."
"The interface is not user-friendly."
Cherwell Service Management is ranked 13th in IT Service Management (ITSM) with 6 reviews while ServiceNow is ranked 1st in IT Service Management (ITSM) with 212 reviews. Cherwell Service Management is rated 7.2, while ServiceNow is rated 8.4. The top reviewer of Cherwell Service Management writes "Having everything in one location has significantly improved our efficiency and reporting". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". Cherwell Service Management is most compared with Ivanti Neurons for ITSM, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian. See our Cherwell Service Management vs. ServiceNow report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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