Cherwell Service Management (discontinued)

Cherwell Service Management (discontinued)

108 Reviews and Ratings

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Cherwell Service Management (discontinued)	Score4.3 out of 10	N/A	Cherwell Software was a full suite of service management tools competing with BMC Remedy, ServiceNow, and IBM SmartCloud. It was acquired by Ivanti, and has reached EOL.	N/A

Pricing

Cherwell Service Management (discontinued)

No answers on this topic

Pricing Offerings
Cherwell Service Management (discontinued)
Free Trial
No
Free/Freemium Version
No
Premium Consulting/Integration Services
No

No setup fee

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Community Pulse
Key User Insights
	Cherwell Service Management (discontinued)
Considered Both Products	Discontinued Products Verified User Chose Cherwell Service Management (discontinued) Cost is the number one reason most use Cherwell versus the FootPrints and ServiceNow platforms out there. Not all orgs can afford millions for an ITSM solution and the cost of Cherwell means they can. Also the code less interface means you don't have to shell out additional … Incentivized Helpful? Gerald Zebrowski IT Specialist in Information Technology at General Dynamics (Defense & Space, 5001-10,000 employees) Chose Cherwell Service Management (discontinued) The licensing was favorable for our company. The setup and development made it easy to implement. We did have a 3rd party assist with requirements gathering and implementation. This allowed us to meet out targets and deliverables. Performance is very seldom an issue. The uptime … Incentivized Helpful? Verified User Chose Cherwell Service Management (discontinued) Cherwell Service Management is much better than the other products that I've used in the past. While it isn't a simple system, it does all of the things that you'd hope a ticketing system would. I've personally implemented other systems, but Cherwell Service Management has been … Incentivized Helpful? Glenn Crooks Solution Architect in Information Technology at gwi.digital (Information Technology & Services, 11-50 employees) Chose Cherwell Service Management (discontinued) Prices and functionality. The cost model caters for all product/module without having to purchase different licences for each module. Incentivized Helpful? Verified User Chose Cherwell Service Management (discontinued) Cherwell's ability to customized is really its greatest feature. If you are looking for out of the box features only then you can really go with nearly any provider. Cherwell allows an experienced developer to really build things that will be useful to the organization. Incentivized Helpful? Steve Clime ITIL Architect in Information Technology at Fareway Stores, Inc. (Retail, 10,001+ employees) Chose Cherwell Service Management (discontinued) ServiceNow was administrative heavy and required more than one admin. Also expensive for smaller customers. Remedy was scaled more for enterprise customers where we are small to mid-sized. FootPrints - we replaced FootPrints with Cherwell due to a lack of BMC putting any further … Incentivized Helpful? Varun Dhingra Team Lead in Customer Service at Telus International (Information Technology & Services, 5001-10,000 employees) Chose Cherwell Service Management (discontinued) User-friendly and cost-effectiveness as compared to other counterparts in the same niche. Modifications can be done quickly and analytical reports and dashboards are easy to create. Incentivized Helpful? Verified User Chose Cherwell Service Management (discontinued) ServiceNow, Jira and other products in the market are very expensive compared to cherwell and cherwell provides a good number of features for the price you pay Incentivized Helpful? Verified User Chose Cherwell Service Management (discontinued) N/a Incentivized Helpful? Verified User Chose Cherwell Service Management (discontinued) Both Remedy & CA were far more complex to implement, enhance and support. The architecture and framework each solution was developed on didn't lend itself to be no-code or low-code like Cherwell, and therefore the ability to expand and utilize either tool on an enterprise-level … Incentivized Helpful? Megan Hartz Associate Director, IT Service Management in Information Technology at University of Missouri (Higher Education, 10,001+ employees) Chose Cherwell Service Management (discontinued) We selected Cherwell because it offered the best value and return on investment by far, while still providing highly sophisticated capability within the platform. But more than that, Cherwell is a company you want to partner with. The level of engagement we have with Cherwell … Incentivized Helpful? Rand Habegger Director, Marketing Communications in Marketing at Frontline Education (Computer Software, 1001-5000 employees) Chose Cherwell Service Management (discontinued) If we used an ITSM system prior to Cherwell, I'm not aware of it and wasn't involved in the purchase decision. The most common internal method of reporting IT issues and making requests prior to Cherwell at our organization was to email or IM a member of the IT support team. My … Incentivized Helpful? Aidan Wick IT Systems Analyst in Information Technology at Tallgrass Energy (Oil & Energy, 501-1000 employees) Chose Cherwell Service Management (discontinued) Much more customizable than other products, especially when ran in a self-hosted environment. Cherwell [Service Management] allows for greater flexibility of custom development and integrations to allow for automating tasks that traditional ITSM apps are not well suited for. … Incentivized Helpful? Verified User Chose Cherwell Service Management (discontinued) I have found that Cherwell is much easier to configure and customize. It is also cloud-based so you only need an internet connection to get going. There are no servers to maintain and there are no backup systems required to safeguard your data. We are now working in a much … Incentivized Helpful? Verified User Chose Cherwell Service Management (discontinued) I haven't used any other products like this. Incentivized Helpful? Verified User Chose Cherwell Service Management (discontinued) Though there are other competitive products that are more powerful and faster than Cherwell Service Management - we've been using CSM due to the price point. Incentivized Helpful? Hermes Mosquera IT Technical Lead in Information Technology at Manatee County Government (Government Administration, 1001-5000 employees) Chose Cherwell Service Management (discontinued) Cherwell scope is broader than JIRA, It is not only focused on issue/bug resolution, it goes beyond that. Incentivized Helpful? Denise Nohner IT Change Manager at WEX Health (Health, Wellness and Fitness, 1001-5000 employees) Chose Cherwell Service Management (discontinued) I haven't used anything else that really compares. We converted out of Microsoft SharePoint into Cherwell for change management, and my life is MUCH easier now. Incentivized Helpful? Richie Ritter Technology Support Analyst in Information Technology at Western Carolina University (Higher Education, 1001-5000 employees) Chose Cherwell Service Management (discontinued) Cherwell is the most customizable and powerful ITSM product without programing your own system from scratch. It has the most "heart" of any product I have used. Incentivized Helpful? Voncia Molock Sr Mgr IT Operations and Support in Information Technology at Private Company (Food Production, 10,001+ employees) Chose Cherwell Service Management (discontinued) I like the fact I can select an on-premise option. ServiceNow is strictly cloud-based and does not help in our federal regulatory requirements. Incentivized Helpful? Chris Meunier Applications Analyst in Information Technology at New Brunswick Community College (Higher Education, 501-1000 employees) Chose Cherwell Service Management (discontinued) N/A Incentivized Helpful? Verified User Chose Cherwell Service Management (discontinued) Service now did not really seem to care about it - and the level of customization within Cherwell's platform was better overall. Incentivized Helpful? Jane Updegraff Senior Systems Administrator in Information Technology at DRT Holdings, Inc. (Aviation & Aerospace, 501-1000 employees) Chose Cherwell Service Management (discontinued) When I did the shopping for an ITSM solution, I found that ITSM solutions seemed to (at the time, anyway) fall into two rough categories and a small third category. In the first larger category, there were a group of the "out of the box", quick to implement but immature and … Incentivized Helpful? Catherine Stevens Director, ITAC Client Solutions - Service Desk Manager in Information Technology at Texas State University (Higher Education, 1001-5000 employees) Chose Cherwell Service Management (discontinued) Cherwell Service Management had more flexibility and could be managed by a non-programmer. Also was on-prem for security consideration. Incentivized Helpful? Zachary Louis MSC Operations Engineer in Information Technology at Software Information Systems (Information Technology and Services, 51-200 employees) Chose Cherwell Service Management (discontinued) I believe Cherwell is trying to do something different than ServiceNow and because we are an MSP, we benefit greatly from that. On paper, ServiceNow is very powerful and can integrate with almost anything, but Cherwell is not far behind in that realm - and in the next year or … Incentivized Helpful?
	Would buy again
	No answers on this topic
	Delivers good value for the price
	No answers on this topic
	Happy with the feature set
	No answers on this topic
	Lived up to sales and marketing promises
	No answers on this topic
	Implementation went as expected
No answers on this topic

Features

Cherwell Service Management (discontinued)

Comparison of Incident and problem management features of Cherwell Service Management (discontinued)
Feature	Cherwell Service Management (discontinued) 10.0 53 Ratings
Organize and prioritize service tickets	10.052 Ratings
Expert directory	10.041 Ratings
Service restoration	10.035 Ratings
Self-service tools	10.051 Ratings
Subscription-based notifications	10.038 Ratings
ITSM collaboration and documentation	10.048 Ratings
ITSM reports and dashboards	10.051 Ratings

Comparison of ITSM asset management features of Cherwell Service Management (discontinued)
Feature	Cherwell Service Management (discontinued) 10.0 44 Ratings
Configuration mangement	10.042 Ratings
Asset management dashboard	10.041 Ratings
Policy and contract enforcement	10.031 Ratings

Comparison of Change management features of Cherwell Service Management (discontinued)
Feature	Cherwell Service Management (discontinued) 10.0 50 Ratings
Change requests repository	10.048 Ratings
Change calendar	10.044 Ratings
Service-level management	10.045 Ratings

User Ratings
	Cherwell Service Management (discontinued)
Likelihood to Recommend	10.0 (57 ratings)
Likelihood to Renew	10.0 (13 ratings)
Usability	8.9 (5 ratings)
Availability	8.2 (3 ratings)
Performance	6.4 (1 ratings)
Support Rating	7.7 (16 ratings)
In-Person Training	8.9 (2 ratings)
Online Training	9.1 (1 ratings)
Implementation Rating	9.1 (3 ratings)
Configurability	9.1 (2 ratings)
Contract Terms and Pricing Model	9.1 (1 ratings)
Ease of integration	9.1 (1 ratings)
Product Scalability	8.2 (1 ratings)
Professional Services	7.3 (1 ratings)
Vendor post-sale	6.4 (1 ratings)