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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:
 

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
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
8.6
Reviews Sentiment
6.9
Number of Reviews
217
Ranking in other categories
IT Asset Management (1st), Rapid Application Development Software (2nd), No-Code Development Platforms (1st)
 

Mindshare comparison

As of April 2025, in the IT Service Management (ITSM) category, the mindshare of Cherwell Service Management is 0.7%, down from 1.2% compared to the previous year. The mindshare of ServiceNow is 24.2%, 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.
Somnath Kand - PeerSpot reviewer
Custom integration and reporting lead to efficient ticket management
There is a need for bug or error tracking in ServiceNow. Although there are child incidents or tickets, tracking primary issues or bugs within enhancements is not present. The reporting features in the new portal could be more user-friendly. While it provides options to minimize chart and image sizes, actual implementation doesn't always reflect these changes.

Quotes from Members

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

Pros

"The dashboard and the reporting functionality are the solution's most valuable features."
"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."
"All our activities are carried out in the one place."
"The most valuable features are problem management and change management."
"ServiceNow has been implemented to streamline team workflows across different departments in our company. Users, including traveling leaders, were able to approve requests and authorize additional rights through the mobile platform."
"Flexibility is the most valuable feature of ServiceNow, that is, being able to modify it to do what we need it to do."
"The return on investment is good when implementing for ourselves and for other clients."
"The look and feel is a valuable benefit for adoption."
"Some of the valuable features I have found the solution to have are it can serve many different types of businesses, it has strong platform capabilities, provides application development, built-in predictive intelligence, and performance analytics reports."
"ServiceNow provides quite good insights about what is happening in the organization."
"I like that it's always up and running."
"The most valuable features of the solution are the ease of use and the sensor for ticketing systems."
 

Cons

"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."
"The stability, specifically in the on-premises deployment model, could be improved."
"Access is only available if we're on VPN."
"There is a need to enhance ticket details visibility on the portal, such as displaying SLA information, which currently requires development effort."
"Loads slower than expected, and its user interface needs improvement. Support for this product also needs to improve on their response time."
"It's not very secure, it's web-based, and I prefer Remedy. Both the security and the web interface could be improved."
"It's missing monitoring capabilities."
"It's not user-friendly by default, but it can be customized to be customer-friendly."
"The licensing needs to be divided into tiers in order to attract lower-level users."
"The setup was time-consuming and required a lot of internal resources."
"We don't have a huge amount of password reset requests, but the minimum package of resets that ServiceNow offers is much more than we need."
 

Pricing and Cost Advice

"For an ITIL user, the cost is probably about 50 bucks a month."
"The first impact for the customer is that it is expensive, but do not forget that it is a solution that includes infrastructure; a single cost, easy to justify."
"There is an annual subscription to use this solution."
"ServiceNow's pricing is comparatively higher than Helix's."
"It is fairly expensive."
"For large-scale companies, the cost of ServiceNow is not expensive, but for small and mid-scale companies, it is higher."
"The pricing is on the high side, but if you look at the stability and option to work, it's kind of justified."
"The solution is expensive."
"The platform offers a free trial, by providing a free developer instance once you sign up."
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Top Industries

By visitors reading reviews
Educational Organization
63%
Computer Software Company
7%
Government
5%
Healthcare Company
3%
Educational Organization
27%
Computer Software Company
10%
Financial Services Firm
10%
Manufacturing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

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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
 

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: April 2025.
848,716 professionals have used our research since 2012.