--- description: Learn how Cherwell Service Management can help your business. GetApp provides users in South Africa with the most detailed information on software tools, prices and features. image: https://gdm-localsites-assets-gfprod.imgix.net/images/getapp/og_logo-94fd2a03a6c7a0e54fc0c9e21a1c0ce9.png title: Cherwell Service Management Reviews, Prices & Ratings | GetApp South Africa 2026 --- Breadcrumb: [Home](/) > [ITSM Tools](/directory/292/it-service-management-itsm/software) > [Cherwell Service Management](/software/104591/cherwell-service-managemt) # Cherwell Service Management Canonical: https://www.getapp.za.com/software/104591/cherwell-service-managemt Page: 1 / 8\ Next: [Next page](https://www.getapp.za.com/software/104591/cherwell-service-managemt?page=2) > Cherwell Service Management is a web-based IT service management system with codeless architecture, ITIL-verified processes, SIAM \& MSI functionality, and more > > Verdict: Rated **4.3/5** by 166 users. Top-rated for **Likelihood to recommend**. ----- ## Overview ### Key benefits of Cherwell Service Management Customizable incident management includes question-based incident assessments, a status bar for viewing the progress of incident workflows, contextual routing for assigning ownership of incidents, and one-step management actions for tracking, monitoring, and communication. Change forms allow users to log, track, and edit change records, with visualizations of dependencies and relationships, and automated notification of any status changes. Problem management capabilities include process automation for identification, classification, investigation, analysis, workarounds, resolution, and more, with an end-to-end process view. Create a service catalog which presents only the specific services that an individual is entitled to, and allow the tracking of requests via the self-service portal. Multiple self-service portals can be set up for different functions or customer levels, with the option to integrate dashboards for executives and managers. ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.3/5** | 166 Reviews | | Ease of Use | 4.2/5 | Based on overall reviews | | Customer Support | 4.3/5 | Based on overall reviews | | Value for Money | 4.4/5 | Based on overall reviews | | Features | 4.4/5 | Based on overall reviews | | Recommendation percentage | 80% | (8/10 Likelihood to recommend) | ## About the vendor - **Company**: Cherwell Software - **Location**: Colorado Springs, US - **Founded**: 2004 ## Commercial Context - **Starting Price**: US$189,00 - **Pricing model**: Per Feature (Free version available) - **Pricing Details**: Pricing information is available on inquiry. - **Target Audience**: 2–10, 11–50, 51–200, 201–500, 501–1 000, 1 001–5 000, 5 001–10 000, 10 000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based, Windows (Desktop), Windows (On-Premise), Linux (On-Premise), Android (Mobile), iPhone (Mobile), iPad (Mobile) - **Supported Languages**: English - **Available Countries**: Australia, Canada, Germany, United Kingdom, United States ## Features - API - Activity Dashboard - Alerts/Escalation - Alerts/Notifications - Asset Lifecycle Management - Asset Tracking - Assignment Management - Audit Management - Automated Routing - Availability Management - Budgeting/Forecasting - Change Management - Chat/Messaging - Client Portal - Collaboration Tools - Compliance Tracking - Configurable Workflow - Configuration Management - Contract/License Management - Cost Tracking ## Integrations (14 total) - Avaya Experience Platform - CXone Mpower - JIRA Service Management - Jira - Microsoft Azure - Microsoft Outlook - Microsoft SharePoint - Nagios XI - Network Performance Monitor - Oracle Service - SAP Business One - Spiceworks Cloud Help Desk - Twitter/X - Webex Suite ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat ## Category - [ITSM Tools](https://www.getapp.za.com/directory/292/it-service-management-itsm/software) ## Related Categories - [ITSM Tools](https://www.getapp.za.com/directory/292/it-service-management-itsm/software) - [IT Asset Management Software](https://www.getapp.za.com/directory/325/it-asset-management/software) - [Project Portfolio Management Software](https://www.getapp.za.com/directory/572/project-portfolio-management/software) - [Nonprofit Software](https://www.getapp.za.com/directory/2875/project-management-software-for-nonprofits/software) - [Knowledge Base Software](https://www.getapp.za.com/directory/2823/knowledge-base/software) ## Alternatives 1. [Freshdesk](https://www.getapp.za.com/software/10317/freshdesk) — 4.5/5 (3408 reviews) 2. [Freshservice](https://www.getapp.za.com/software/91351/freshservice) — 4.5/5 (685 reviews) 3. [Zoho Desk](https://www.getapp.za.com/software/10036/zoho-desk) — 4.5/5 (2211 reviews) 4. [LiveAgent](https://www.getapp.za.com/software/91301/liveagent) — 4.7/5 (1753 reviews) 5. [Zendesk Suite](https://www.getapp.za.com/software/9448/zendesk) — 4.4/5 (4072 reviews) ## Reviews ### "Ability to customize but not always in an optimal way" — 4.0/5 > **Verified Reviewer** | *23 March 2018* | Recommendation rating: 8.0/10 > > **Pros**: Organizes and streamlines our employee service responses across multiple HR departments. Reporting features are helpful. > > **Cons**: We haven't always been able to customize optimally to reduce administrative burden. There are certain "statuses" we'd like to add that have been a challenge up to now. > > A consistent and streamlined presentation of employee service responses across multiple departments in our organization. ----- ### "Cherwell ITSM very customizable" — 5.0/5 > **Verified Reviewer** | *02 April 2021* | Hospital & Health Care | Recommendation rating: 9.0/10 > > **Pros**: Cherwell is a robust ITSM, you can customize the forms, notifications, workflows, almost everything. > > **Cons**: You need specific training to configure and implement the changes. Cherwell has partners and you need to contact and contract them for the implementation. They need to improve their content on the web for the recent versions. > > The overall experience has been good, the product is excellent, but you need to invest additional money for the implementation. ----- ### "Implementing Cherwell took longer than expected but the results were worth the wait." — 3.0/5 > **Jason** | *12 September 2017* | Consumer Goods | Recommendation rating: 7.0/10 > > **Pros**: I enjoyed the support user experience. The layout is customization and easy to configure to fit the needs of each team that uses it. The permissions are granular, I was able to configure views for several teams while keeping the content team specific. The Knowledge Base management is put together very well. I found the asset tracking out of box experience pleasant also. > > **Cons**: I would like to see more UI themes. Managing the AD integration was very difficult without third party support. It is very import that a qualified consultant is used with setting up and configuring Cherwell to fit your needs. ----- ### "Consistent Reliability and Functionality" — 5.0/5 > **Verified Reviewer** | *08 April 2021* | Education Management | Recommendation rating: 10.0/10 > > **Pros**: This ticket system is efficient and as customizable as the person might choose if they have the know-how and drive to do so, ease of function and redirect allows for a streamlined system for resolution of issues. > > **Cons**: It could be more intuitive in some areas and the report pulling leaves a lot to be desired on this area of opportunity > > Exceptional Experience of which has made management of my position easy. ----- ### "An impressivly smooth operating system." — 4.0/5 > **Verified Reviewer** | *19 October 2017* | Building Materials | Recommendation rating: 8.0/10 > > **Pros**: The ability to customerise this software to your own business needs is very impressive. You can have a different dashboard (each dashboard fulfilling an entire team's needs) for multiple different teams. > > **Cons**: Learning how to assign functions to widgits and modify/place them was quite awkward due to the vast array of available functions that can be amended on this system. ----- Page: 1 / 8\ Next: [Next page](https://www.getapp.za.com/software/104591/cherwell-service-managemt?page=2) ## Links - [View on GetApp](https://www.getapp.za.com/software/104591/cherwell-service-managemt) ## This page is available in the following languages | Locale | URL | | de | | | de-AT | | | en | | | en-AE | | | en-AU | | | en-CA | | | en-GB | | | en-IE | | | en-NZ | | | en-SG | | | en-ZA | | | es | | | es-CL | | | es-CO | | | es-MX | | | fr | | | fr-BE | | | fr-CA | | | nl | | | nl-BE | | ----- ## Structured Data