Cherwell Service Management vs Espressive Barista comparison

Ivanti and Espressive are both solutions in the Help Desk Software category. Ivanti is ranked #25, while Espressive is ranked #15 with an average rating of 9.3. Ivanti holds a 0.6% mindshare in HDS, compared to Espressive’s 0.5% mindshare. Additionally, 80% of Ivanti users are willing to recommend the solution, compared to 87% of Espressive users who would recommend it.

Cherwell Service Management

Read 6 Cherwell Service Management reviews

643 Views
250 Comparison Views

80% willing to recommend

Espressive Barista

Read 9 Espressive Barista reviews

244 Views
86 Comparison Views

87% willing to recommend

Cherwell Service Management

Espressive Barista

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Cherwell Service Management and Espressive Barista are competitors in the IT service management arena. Cherwell's customizable solutions compete with Espressive Barista's advanced AI-driven tools. Espressive Barista has an edge with its ease of use and innovative features compared to Cherwell's traditional configurability.

Features: Cherwell Service Management offers customizable dashboards that help IT managers interact with data using drill-down features. Its open architecture allows seamless integrations, providing a thorough overview of current tasks and overdue items. Espressive Barista excels in natural language processing, answering complex questions accurately. Its conversational AI and chat integration with ServiceNow enhance user experience by triaging support requests effectively. The system is also very scalable, supporting global companies with diverse needs.

Room for Improvement: Cherwell Service Management could benefit from more intuitive user interfaces and enhanced AI capabilities to match modern trends. Simplified deployment processes and broader conversational interfaces are also areas for potential enhancement. Espressive Barista could improve its reporting functionalities to offer deeper insights and analytics. Better integration capabilities with non-standard applications and quicker learning curves for its control center could provide additional user benefits.

Ease of Deployment and Customer Service: Cherwell Service Management features a comprehensive but time-intensive deployment process, backed by a skilled support team. Espressive Barista’s deployment is faster and simpler due to its AI capabilities, providing instant support when needed without extensive manual configurations.

Pricing and ROI: Cherwell Service Management aligns its pricing with its extensive customizability, delivering strong ROI through adaptable workflows. Espressive Barista's pricing focuses on cost efficiency achieved through automation, reducing operational expenses and generating significant ROI by minimizing the need for additional staffing as businesses scale.

To learn more, read our detailed Cherwell Service Management vs. Espressive Barista Report (Updated: April 2025).

Buyer's Guide

Cherwell Service Management vs. Espressive Barista

April 2025

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Helped 847,625 peers since 2012

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 Help Desk Software

25th

Ranking in IT Service Management (ITSM)

27th

Average Rating

7.2

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

No ranking in other categories

Espressive Barista

Ranking in Help Desk Software

15th

Ranking in IT Service Management (ITSM)

14th

Average Rating

8.8

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

AI-Powered Chatbots (3rd)

Mindshare comparison

As of April 2025, in the Help Desk Software category, the mindshare of Cherwell Service Management is 0.6%, down from 1.0% compared to the previous year. The mindshare of Espressive Barista is 0.5%, up from 0.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

Thobile Moeketsi

Senior Manager at Sasria SOC Ltd.

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.

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Jim Lobao

Senior Manager for End User Support Services at Five9

Has helped enhance our support ability, reduced our resolution time, and reduced our service desk costs

Espressive Barista's natural language processing and conventional AI still have room for improvement. We haven't yet found anything that resembles true AI that can learn autonomously without human intervention. However, Barista does help us identify and address some of these areas, allowing my team to step in and create intents and responses to questions. When a user asks a question that Barista doesn't immediately understand, we can recognize the pattern, capture it, and link it to a common intent. This is highly beneficial for acquiring such data, but it's a reactive approach and still requires curation. Natural language processing still has some way to go. One of our challenges is that our internal employees haven't yet adopted a natural way of interacting with Barista. Getting people to be concise and to the point, rather than being verbose as if they were interacting with a human, has been an ongoing challenge. While they may feel comfortable being conversational in Slack, expecting a human-like response, Barista is a different entity. Barista isn't interested in their recent vacation; it just wants to know they're locked out of their account. So, some users may assume Barista understands their intent when they say, "I'm back from vacation and locked out of my account." Barista, however, may interpret this as a request for the holiday schedule. Therefore, we're gradually educating our users to adapt their communication style for better success with Barista. Conversely, we desire Barista to adapt its behavior based on the interaction, the language used, and the way people communicate. I wholeheartedly desire an AI that can continuously learn and adapt to our organization's evolving needs. This is the most challenging aspect, as it involves understanding our organization's terminology, procedures, and toolsets. We've made significant progress in this area. However, from an NLP standpoint, we still face challenges with our nearly 3,000 Slack channel users, each with their unique communication styles. People ask questions in various ways, and sometimes there are misunderstandings. They want to interact with us naturally. However, we still struggle with natural language processing. People don't always realize that the bot is a virtual agent designed to be concise and efficient. Sometimes, less is more. It's been a difficult transition for people to grasp that they're conversing with a virtual agent, not a human. They still expect human-like interactions, such as discussing their weekend or holidays or simply pasting screenshots of errors. However, the bot can't interpret screenshots. If they provide the error code and some context about the application, the bot can better understand the issue. So, the key challenge is bridging the gap between human expectations and the bot's capabilities in terms of natural interaction.

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Quotes from Members

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

Pros

"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."

"Clear processes with transparent responsibilities led to more efficiencies within the teams."

"All our activities are carried out in the one place."

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

"The most valuable feature is its scalability."

"When it comes to neutral language processing and conversational AI, it's very good, very solid... We all have different ways of speaking or writing in English and the application does a very solid job of recognizing what's being asked regardless of how it's being asked."

"The solution is available to support us instantly as required."

"Its ability to recognize phrases has gotten smarter over time."

"I like Expressive Barista's integration with Microsoft Teams."

"With respect to its natural language processing capabilities, it recognizes things that you wouldn't think it would recognize. Even in cases where it doesn't, it's pretty easy to go in and make the adjustments that are needed."

"The bot is pretty easy to update and keep up to date. Espressive itself is pretty easy to work with."

"We have the ability to alter phrases, create new phrases, or enhance phrases, or change paths. From the dashboard, we are able to get a lot of information we need about what people are asking, where they are dropping off from conversations, and where they do not get the information they need."

More Espressive Barista pros

Cons

"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 stability, specifically in the on-premises deployment model, could be improved."

"I would like to see the continued expansion of all of the automation capabilities."

"What would make things easier is more detail, out of the box, about what is helping out of the box. We're struggling a little bit to get that data. We want more information about what Barista has brought in that the employees are using, out of the box. We want more visibility into the things that we ourselves haven't done the interaction for."

"My only comment would be if they wanted to use this as an IT service management tool, maybe they could think about Barista making tickets and having change management and problem management capabilities."

"I would like to see improvement to the out-of-the-box verbiage, with the questions going to the right place."

"Although they've done some work on their metrics dashboard, there is some fine-tuning to do for people that just want to go in there at a glance and see their metrics."

"Expressive Barista could improve by adding native integration with WhatsApp, one of the top communication channels in South Africa. When we're trying to sell Barista to customers, we have to tell them that the solution doesn't have out-of-the-box support for WhatsApp. We can develop it, but then we need to have a conversation about how much that will cost."

"Espressive Barista's natural language processing and conventional AI still have room for improvement."

"The knowledge management could definitely be improved."

More Espressive Barista cons

Pricing and Cost Advice

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

"The solution is affordable."

"The pricing isn't overly burdensome. It's going to be interesting to see how new models come in with new capabilities but, as it is, as a base system, it's pretty good."

"The price for the licensing is fair."

"It is expensive. It's not a cheap thing."

"User-based licensing has been working well for us, and we believe we are deriving significant value from it."

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Top Industries

By visitors reading reviews

Educational Organization

65%

Computer Software Company

Government

Healthcare Company

Computer Software Company

51%

Manufacturing Company

Healthcare Company

Retailer

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

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What do you like most about Espressive?

The most valuable feature is its scalability.

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What is your experience regarding pricing and costs for Espressive?

Espressive has been very accommodating in trying to meet our needs and adapt to our current situation. User-based licensing has been working well for us, and we believe we are deriving significant ...

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What needs improvement with Espressive?

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Comparisons

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Compared 100% of the time

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Compared 24% of the time

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Compared 11% of the time

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Product Reports

Buyer's Guide

IT Service Management (ITSM)

March 2025

Download Cherwell Service Management product report

Buyer's Guide

Espressive Barista

April 2025

Download Espressive Barista product report

Overview

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.

Ivanti

Barista, Espressive’s innovative virtual support agent (VSA) platform, takes on the role of the service agent, bringing the best of human experience with the best of artificial intelligence. Leveraging a proprietary and domain-specific large language model (LLM), the Employee Language Cloud, as well as integration with generalized LLMs, Barista automates resolution of employee questions, issues, and requests with personalized experiences that result in employee adoption of 80 to 85% and reduced help desk call volume of 50% to 70%.

Espressive

Sample Customers

Ausenco, Highlights for Children, B/E Aerospace

Information Not Available

Buyer's Guide

Cherwell Service Management vs. Espressive Barista

April 2025

Free Report: Cherwell Service Management vs. Espressive Barista

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