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Cherwell Service Management vs Cortex comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Cherwell Service Management
Ranking in IT Service Management (ITSM)
27th
Average Rating
7.2
Reviews Sentiment
7.1
Number of Reviews
6
Ranking in other categories
Help Desk Software (25th)
Cortex
Ranking in IT Service Management (ITSM)
21st
Average Rating
8.0
Reviews Sentiment
5.2
Number of Reviews
3
Ranking in other categories
No ranking in other categories
 

Featured Reviews

Thobile Moeketsi - PeerSpot reviewer
Having everything in one location has significantly improved our efficiency and reporting
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.
NikhilSharma1 - PeerSpot reviewer
Provides comprehensive network visibility and helps us identify threats efficiently
The product could be improved in several areas. The complexity and confusion regarding product variants, such as XDR, Forexiant, and Forexon, must be addressed. There is also a need for clearer differentiation between features and capabilities within Cortex's suite, as the overlap between XDR and XIM can be confusing. Improvements in the user interface and more intuitive KQL query handling could also enhance usability. Additionally, better support for various deployment scenarios and cost management options would be beneficial.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"All our activities are carried out in the one place."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"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 is very useful to get a quick overview of current tasks."
"The most valuable features are problem management and change management."
"The dashboard and the reporting functionality are the solution's most valuable features."
"The solution's most valuable feature is writing playbooks."
"The solution's stability is generally good."
"It was easy to integrate Cortex with existing infrastructure and other tech tools."
 

Cons

"Access is only available if we're on VPN."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"The stability, specifically in the on-premises deployment model, could be improved."
"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."
"It's quite lagging and not very fast."
"It would be more beneficial to integrate threat intelligence in Cortex."
"The complexity and confusion regarding product variants, such as XDR, Forexiant, and Forexon, must be addressed."
 

Pricing and Cost Advice

"For an ITIL user, the cost is probably about 50 bucks a month."
"It's cheaper compared to its competitors."
"Cortex is an expensive solution."
"Cortex XDR is a costly solution."
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Top Industries

By visitors reading reviews
Educational Organization
65%
Computer Software Company
6%
Government
5%
Healthcare Company
3%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
No data available
 

Questions from the Community

Ask a question
Earn 20 points
What needs improvement with Cortex?
It would be more beneficial to integrate threat intelligence in Cortex.
What is your primary use case for Cortex?
With Cortex, we can automate the analysis of all the alerts. We use it to automate any kind of activity.
 

Overview

 

Sample Customers

Ausenco, Highlights for Children, B/E Aerospace
Information Not Available
Find out what your peers are saying about Cherwell Service Management vs. Cortex and other solutions. Updated: April 2025.
847,625 professionals have used our research since 2012.