Cherwell Service Management Reviews

We use the solution for IT service management, it's the key process for recording incidents or problems, and change management. We are customers of Cherwell and I'm an enterprise architect. 

Previously, the processes we now use Service Management for, were done manually. Implementing CSM has made us very efficient and we're now able to plan changes and the steps required for implementation. Everything is there and supported by the fact issues data that is being captured.

We primarily use the solution for incident management, problem management, and change management. 

The dashboard and the reporting functionality are the solution's most valuable features.

Our company does BMC, Cherwell, and ServiceNow implementation. We used Cherwell primarily for ITSM, and we did some discovery for CMDB and some orchestration. We used it with Azure.

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.

My primary use of this is in a hospital environment to manage both clinical and non-clinical incidents. We also have a few integrations with third parties, for example, to track the levels in ink cartridges and alert when stock needs to be replaced.

The most valuable features are problem management and change management.

The best feature is the ability to create functional dashboards, where the IT manager can interact with its data trough the dashboard using the drill down feature. Another relevant aspect, is the integrations that are very simple to do due to the open architecture of the system.

We provide a service to a large truck manufacturer, and they wanted to implement a customer service team that had an automated escalation process. Since they had a lot of different products, and each product had its own business rules to escalate, that was possible because of the Business Process feature that Cherwell has. It allows you to define, based on several criteria, such as incident classification, specific item in the service catalog, and the end-user, which way the escalation process goes.

• Change and release management
• Task management and resource management for middle size teams
• Reports are flexible to configure.

Clear processes with transparent responsibilities led to more efficiencies within the teams. Reporting and exporting them was easy.