Cherwell Service Management Reviews

Name: Cherwell Service Management
Brand: Ivanti
Rating: 3.6 (6 reviews)

3.6 out of 5

6 reviews
80% willing to recommend

833 followers

What is Cherwell Service Management?

Cherwell Service Management is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility needed for rapid configuration and customization, minimal overhead, and frictionless upgrades at a fraction of the cost and complexity associated with legacy ITSM solutions. Cherwell's codeless design architecture means you can add new functionality without modifying a single line of code, integrate easily with third party applications, and upgrade without fear of breaking what you've built.

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Cherwell Service Management is the #26 ranked solution in top Help Desk Software and #30 ranked solution in top IT Service Management (ITSM) solutions. PeerSpot users give Cherwell Service Management an average rating of 7.2 out of 10. Cherwell Service Management is most commonly compared to ServiceNow: Cherwell Service Management vs ServiceNow. Cherwell Service Management is popular among the midsize enterprise segment, accounting for 68% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a educational organization, accounting for 62% of all views.

Buyer's Guide

IT Service Management (ITSM)

October 2024

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Featured reviews

Thobile Moeketsi

Senior Manager at Sasria SOC Ltd.

We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.

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Thobile Moeketsi

Senior Manager at Sasria SOC Ltd.

We use the solution every day and quite extensively. For those considering implementing the solution, I'd say as long as you have your processes in order, it will be an easy solution to adopt. Without them ready and lined up, it will be a difficult implementation process. I'd rate the solution overall seven out of ten. I'd rate it higher if it was more user-friendly in design.

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reviewer1748517

ITSM Specialist at a computer software company with 5,001-10,000 employees

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. In the future, I would like to see the addition of chatbots to the self-service portal.

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Cherwell Service Management mindshare

Product category:

As of November 2024, the mindshare of Cherwell Service Management in the IT Service Management (ITSM) category stands at 0.5%, down from 1.5% compared to the previous year, according to calculations based on PeerSpot user engagement data.

IT Service Management (ITSM)

Key learnings from peers

Last updated Nov 3, 2024

Valuable Features

Cherwell Service Management's most valuable features include functional dashboards with drill-down abilities, simple integrations due to open architecture, and effective reporting functionality. The tool offers problem and change management capabilities. Users appreciate the knowledge-based feature for logging problems and incidents, scalable integration, orchestration, discovery tools, and IT compliance. It centralizes IT services and provides self-service capabilities for end-users, facilitating efficient management reporting and support across various departments.

"All our activities are carried out in the one place."
"The most valuable features are problem management and change management."
"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."

Room for Improvement

Cherwell Service Management needs to modernize its mobile interface and end-user access features, improve its user interface, and support Agile delivery. Enhancements in Jira plug-ins, service catalogues, and the shopping cart experience are necessary. There are stability concerns in the on-premises model, while application service mapping and integrations face challenges. VPN dependency for setup and access poses issues, and there is a desire for better workflows and potential chatbot integration in the self-service portal.

"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."
"Application service mapping, GRC, SecOps, and things like that need improvement."

Pricing

"For an ITIL user, the cost is probably about 50 bucks a month."

Popular Use Cases

Cherwell Service Management is primarily used for incident, problem, and change management, including task and resource management for mid-sized teams. Users employ it in IT service management and for managing clinical and non-clinical incidents in hospitals. It offers flexible reporting, CMDB discovery, and orchestration, integrating with systems like Azure. Organizations leverage Cherwell for managing ITSM processes, incident recording, and third-party integrations, enhancing efficiency in diverse environments.

Service and Support

Customers rate Cherwell Service Management's customer service and technical support at 8/10. Users are satisfied with the response but note it lacks the quality of ServiceNow. Support often involves external partners due to insufficient in-house tech support. Those using Service Quality find it helpful, though experiences vary with the representative's expertise. Feedback indicates responsiveness from customer service, contributing to user satisfaction.

Deployment

Cherwell Service Management's initial setup can be both straightforward and complex depending on the users' technical expertise. While deployment itself takes about an hour, configuration may require up to three months. Some find it easy, but defining processes can take time across all systems. Complexities arise when building relationships between forms, which may be frustrating without a wizard-driven approach. Organizations with around 170 users, including IT managers and administrators, may involve service providers for implementation.

Scalability

Cherwell Service Management's scalability varies based on implementation and infrastructure design. Users note the importance of a well-designed database for optimal performance. Though no large-scale tests have been reported, some users mention potential scalability due to its on-premise nature, allowing for server expansion. While some organizations currently have moderate user numbers, they affirm its capability to grow as needed, yet the ease of expansion remains unproven for some.

Stability

Cherwell Service Management is considered stable by users, with most noting improvements after transitioning to the cloud. While some experienced issues when on-premises, the current cloud-based version is noted for its dependability. Users appreciate the control provided by on-premises deployment, with few incidents reported over several years. Although Avante's acquisition raises questions about future changes, the platform maintains consistent performance without significant disruptions.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

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