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Cherwell Service Management vs ServiceNow 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:
 

Customer Service

No sentiment score available
Cherwell Service Management scores well in customer and technical support but lags behind ServiceNow, with varying expertise from partners.
Sentiment score
8.5
ServiceNow's support is praised for responsiveness but inconsistent with complexities; community aids, yet customization support needs improvement.
 

Room For Improvement

No sentiment score available
Cherwell Service Management needs mobile, UI, deployment, Agile, JIRA, workflow, usability, integration, and access improvements for better functionality.
Sentiment score
4.5
ServiceNow faces challenges with high costs, complex usability, limited support, and needs improvements in flexibility, integration, and documentation.
 

Scalability Issues

No sentiment score available
Cherwell Service Management is scalable due to its on-premise design, allowing flexible server expansion and growth capacity.
Sentiment score
7.9
ServiceNow scales effectively, accommodating larger user bases, though cost and performance issues may require closer attention during implementation.
 

Stability Issues

No sentiment score available
Cherwell Service Management is highly stable with improved cloud performance, while Avante's acquisition impact on stability is uncertain.
Sentiment score
8.0
ServiceNow is highly stable and reliable, with minimal downtime and excellent performance, despite occasional minor issues.
 

Valuable Features

No sentiment score available
Cherwell Service Management offers intuitive dashboards, seamless integrations, centralized IT services, and supports multiple departments for enhanced usability and compliance.
Sentiment score
8.4
ServiceNow provides flexible, customizable IT solutions with integration capabilities and intuitive design, enhancing workflows and departmental collaboration.
 

Setup Cost

No sentiment score available
No sentiment score available
ServiceNow's pricing is high, often per-user, with variable costs needing negotiation for better transparency and flexibility.
 

Categories and Ranking

Cherwell Service Management
Ranking in Help Desk Software
26th
Ranking in IT Service Management (ITSM)
30th
Average Rating
7.2
Number of Reviews
6
Ranking in other categories
No ranking in other categories
ServiceNow
Ranking in Help Desk Software
1st
Ranking in IT Service Management (ITSM)
1st
Average Rating
8.4
Reviews Sentiment
7.4
Number of Reviews
214
Ranking in other categories
IT Asset Management (1st), Rapid Application Development Software (4th), No-Code Development Platforms (1st)
 

Mindshare comparison

As of November 2024, in the IT Service Management (ITSM) category, the mindshare of Cherwell Service Management is 0.5%, down from 1.5% compared to the previous year. The mindshare of ServiceNow is 26.1%, down from 27.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

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.
Fabio QUINTANILHA - PeerSpot reviewer
A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs
As much as possible, we use the out-of-the-box features. We do very few customizations. We follow the schedule to refresh the versions when they come up. As an end-user, I am not happy with the scalability. We have to wait a long time to buy more capacity. It is not an issue with the tool. Our team must manage it better. ServiceNow is a powerful tool. As long as we have enough users, it works. Overall, I rate the tool an eight out of ten.
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816,406 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Educational Organization
62%
Government
8%
Computer Software Company
6%
Healthcare Company
3%
Educational Organization
25%
Computer Software Company
11%
Financial Services Firm
10%
Manufacturing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

Ask a question
Earn 20 points
Which solution is better for developing non-ITSM applications: OutSystems or Service Now?
The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping th...
Would you choose ServiceNow over Microsoft PowerApps?
Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ServiceNow has a very strong module (Performance Analysis) reporting which will ...
What do you like most about ServiceNow?
The solution has a user-friendly interface.
 

Comparisons

No data available
 

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Overview

 

Sample Customers

Ausenco, Highlights for Children, B/E Aerospace
AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
Find out what your peers are saying about Cherwell Service Management vs. ServiceNow and other solutions. Updated: November 2024.
816,406 professionals have used our research since 2012.