| 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 |
 SysAid | Score9.1 out of 10 | Mid-Size Companies (51-1,000 employees) | SysAid is an ITSM platform that enhances service delivery with AI Agents, chatbots, workflow automation, and asset management. AI Copilot categorizes tickets, provides case summaries, and offers sentiment analysis. The AI chatbot, available via chat, email, and Teams, speeds support. | N/A |
| Cherwell Service Management (discontinued) | SysAid | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Editions & Modules | No answers on this topic | No answers on this topic | ||||||||||||||
| Offerings |
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| Entry-level Setup Fee | No setup fee | Required | ||||||||||||||
| Additional Details | — | SysAid Copilot is available as an add-on for any plan. It bakes generative AI into every aspect of service management. | ||||||||||||||
| More Pricing Information | ||||||||||||||||
| Cherwell Service Management (discontinued) | SysAid | |
|---|---|---|
| Considered Both Products | Chose Cherwell Service Management (discontinued) I did not choose Cherwell for this organization. This system was already in place when I started employment. Independently Invited by TrustRadius A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info | |
| Key User Insights | ||
| Would buy again | ||
No answers on this topic | No answers on this topic | |
| Delivers good value for the price | ||
No answers on this topic | No answers on this topic | |
| Happy with the feature set | ||
No answers on this topic | No answers on this topic | |
| Lived up to sales and marketing promises | ||
No answers on this topic | No answers on this topic | |
| Implementation went as expected | ||
No answers on this topic | No answers on this topic | |
| Cherwell Service Management (discontinued) | SysAid | |||||||||||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Incident and problem management |
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| ITSM asset management |
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| Change management |
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| Cherwell Service Management (discontinued) | SysAid | |
|---|---|---|
| Likelihood to Recommend | 10.0 | 9.3 |
| Likelihood to Renew | 10.0 | 8.9 |
| Usability | 8.9 | 8.0 |
| Availability | 8.2 | 9.1 |
| Performance | 6.4 | 9.1 |
| Support Rating | 7.7 | 7.5 |
| In-Person Training | 8.9 | 9.1 |
| Online Training | 9.1 | 9.1 |
| Implementation Rating | 9.1 | 8.5 |
| Configurability | 9.1 | 9.1 |
| Contract Terms and Pricing Model | 9.1 | 9.1 |
| Ease of integration | 9.1 | 9.1 |
| Product Scalability | 8.2 | 9.1 |
| Professional Services | 7.3 | 9.1 |
| Vendor post-sale | 6.4 | 9.1 |
| Vendor pre-sale | - | 9.1 |
