Cherwell Service Management

Customizable IT service management solution

About Cherwell Service Management

Cherwell Service Management is a cloud-based IT service management solution which includes eleven ITIL (Information Technology Infrastructure Library) verified processes, including incident management, knowledge management, change management, request fulfillment, and release management. Also built-in are an IT service desk, self-service customer portal, configurable dashboards, multi-sourcing service integration (MSI) and service integration and management (SIAM) functionality, and a configuration management database (CMDB). The codeless design architecture enables users to add functionality without writing code, and integrate with third-party software.

Cherwell's incident management process includes question-based incident assessments, contextual incident routing, automated cross-referencing of incidents with the known-error database (KEDB) and knowledge base, and an incident workflow status bar. The change management system offers a visualization manager, allowing users to see the potential impacts and risks associated with changes, and automatic notifications for change record status updates. Problem management automates a range of key processes, including Workaround and Known Error, allows for processes to be customized, and presents critical metrics in a single dashboard.

The event management process allows users to define rules for incident creation and alerts when events occur, such as failed server notifications. Changes and updates can be bundled into a single release, and the CMDB automatically updated, with the release management process. The service asset and configuration management system provides a visual representation of upstream and downstream configuration items, and their associated contracts, services, charges, end users, and more. Pending SLA breaches can be monitored and controlled through the service level management process. Users can create a service catalog, which presents individuals with only the services they are entitled to, and requests for these services can be submitted and tracked through the self-service portal, with technicians able to review and approve requests with one-step actions.

Pricing starting from:

US$189,00/month

  • Free Trial
  • Free Version
  • Subscription

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.

  • Devices

    Business size

    S M L

    Markets

    Australia, Canada, Germany, United Kingdom, United States

    Supported Languages

    English

    Pricing starting from:

    US$189,00/month

    • Free Trial
    • Free Version
    • Subscription

    Images

    Cherwell allows users to create multiple dashboards for different roles
    Incidents, problems, and changes can all be managed through Cherwell
    Cherwell can also automate management of SLAs
    Workflows can be automated for various processes in Cherwell
    Cherwell is also accessible through mobile apps for Android and iOS
    Users can view a list of all tasks in Cherwell
    Incident details can be viewed and updated through Cherwell's mobile apps
    Cherwell also allows users to approve or deny change requests through the apps
    Customer satisfaction can be recorded through Cherwell
    Cherwell reports on other metrics, including incident volumes, scheduled changes, and more
    View 11 more
    Cherwell Service Management video
    Cherwell Service Management screenshot: Cherwell allows users to create multiple dashboards for different roles Cherwell Service Management screenshot: Incidents, problems, and changes can all be managed through Cherwell Cherwell Service Management screenshot: Cherwell can also automate management of SLAs Cherwell Service Management screenshot: Workflows can be automated for various processes in Cherwell Cherwell Service Management screenshot: Cherwell is also accessible through mobile apps for Android and iOS Cherwell Service Management screenshot: Users can view a list of all tasks in Cherwell Cherwell Service Management screenshot: Incident details can be viewed and updated through Cherwell's mobile apps Cherwell Service Management screenshot: Cherwell also allows users to approve or deny change requests through the apps Cherwell Service Management screenshot: Customer satisfaction can be recorded through Cherwell Cherwell Service Management screenshot: Cherwell reports on other metrics, including incident volumes, scheduled changes, and more

    Features

    Total features of Cherwell Service Management: 72

    • API
    • Activity Dashboard
    • Alerts / Escalation
    • Alerts/Notifications
    • Asset Management
    • Asset Tracking
    • Assignment Management
    • Audit Management
    • Availability Management
    • Budgeting/Forecasting
    • Built-In Database
    • Change Management
    • Chat/Messaging
    • Client Portal
    • Collaboration Tools
    • Compliance Tracking
    • Configurable Workflow
    • Configuration Management
    • Contract/License Management
    • Cost Tracking
    • Custom Development
    • Customer Experience Management
    • Customizable Branding
    • Customizable Fields
    • Customizable Forms
    • Customizable Reports
    • Customization
    • Dashboard
    • Dashboard Creation
    • Data Import/Export
    • Data Visualization
    • Drag & Drop
    • Email Management
    • Employee Portal
    • Event Triggered Actions
    • Feedback Management
    • Incident Management
    • Inventory Management
    • Knowledge Base Management
    • Maintenance Management
    • Milestone Tracking
    • Monitoring
    • Online Catalog
    • Performance Metrics
    • Portfolio Management
    • Problem Management
    • Procurement Management
    • Project Management
    • Project Planning
    • Real-time Updates
    • Release Management
    • Reporting & Statistics
    • Reporting/Analytics
    • Requirements Management
    • Requisition Management
    • Resource Management
    • Risk Analytics
    • Role-Based Permissions
    • Self Service Portal
    • Service Catalog
    • Service Level Agreement (SLA) Management
    • Status Tracking
    • Supplier Management
    • Supply Chain Management
    • Support Ticket Management
    • Support Ticket Tracking
    • Task Management
    • Third Party Integrations
    • Time & Expense Tracking
    • Vendor Management
    • WYSIWYG Editor
    • Workflow Management

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    Reviews

    Overall rating

    4,4 /5
    (154)
    Value for Money
    4,4/5
    Features
    4,4/5
    Ease of Use
    4,3/5
    Customer Support
    4,3/5

    Already have Cherwell Service Management?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Write a Review!
    Showing 5 reviews of 154
    Douglas F.
    Overall rating
    • Industry: Higher Education
    • Company size: 501-1 000 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 9.0 /10

    Very effective ticketing system

    Reviewed on 2020/05/21

    Cherwell Service Management has been a very effective ticketing system for our operation. It...

    Cherwell Service Management has been a very effective ticketing system for our operation. It rewards inquisitive users who have some experience with SQL queries. It integrates with our email system, so we end up receiving and answering email inquiries from our user community through the Cherwell interface. It gives good reporting, and good statistics, although the reporting requires some effort to access. It has been a good system for my organization

    Pros

    Customization of searches; use of an SQ-like search format to build queries that can then be saved and reused

    Cons

    Requires some level of training in order to increase personal customization. Occasionally have multiple people working on the same tickets, so some tickets get resolved with ineffective solutions while others are working on them. Reporting requires some effort to access.

    Verified Reviewer
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 1 001-5 000 Employees
    • Used Daily for 6-12 months
    • Review Source

    Overall rating

    • Ease of Use
    • Customer Support
    • Likelihood to recommend 9.0 /10

    Great product with high upside

    Reviewed on 2019/10/01

    Overall the process with Cherwell has been great. The product is fantastic with very few hiccups.

    Overall the process with Cherwell has been great. The product is fantastic with very few hiccups.

    Pros

    This product allows us to customize it in a way that makes it so we can bring all departments within the same system (finally!).

    Cons

    Implementation and additional integrations can be difficult (as with any product).

    Verified Reviewer
    Overall rating
    • Industry: Hospital & Health Care
    • Company size: 1 001-5 000 Employees
    • Used Daily for 1-5 months
    • Review Source

    Overall rating

    • Ease of Use
    • Customer Support
    • Likelihood to recommend 9.0 /10

    Cherwell ITSM very customizable

    Reviewed on 2021/04/02

    The overall experience has been good, the product is excellent, but you need to invest additional...

    The overall experience has been good, the product is excellent, but you need to invest additional money for the implementation.

    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.

    Verified Reviewer
    Overall rating
    • Industry: Higher Education
    • Company size: 201-500 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Ease of Use
    • Likelihood to recommend 1.0 /10

    Standard functionality but horrible UX

    Reviewed on 2019/01/31

    We use Cherwell as a ticketing system for the help desk as well as change management system. The...

    We use Cherwell as a ticketing system for the help desk as well as change management system. The user interface is challenging, to say the least. There are frames within frames that have to be scrolled through separately to see all of the information. The text box containing the user's message is so small, it show the tiniest portion of the message. To expand it, you have to pop open a new window, which automatically inactivates the main window so you have to trick the system in order to see multiple tickets at once.
    The emailing functionality is clunky - the initial email you send to a customer uses one link but replies after that need to use a different "email" button that is oddly hard to find. When a customer sends a reply, the ticket displays in a different color, but that is the only notification. So if they send multiple messages, you wouldn't know unless you fully open the ticket and that is cumbersome.
    There's an inactivity timeout that may not apply to everyone, but it's a hassle. The system times out after an hour of inactivity but it isn't consistent - sometimes it will run for days with no activity and not sign me out and other times it's at 60 minutes on the dot. Also sometimes when I'm logged out automatically, it doesn't actually log me out so when I try to log back in, I'm locked out.
    Overall, with the current UX, it would have to be the cheapest option available for me to recommend it to anyone.

    Pros

    Help desk tickets are tracked
    Released changes are tracked

    Cons

    User experience
    Look and feel of the software
    Search functionality
    Notification process
    Inactivity timeout

    Verified Reviewer
    Overall rating
    • Industry: Education Management
    • Company size: 1 001-5 000 Employees
    • Used Daily for 6-12 months
    • Review Source

    Overall rating

    • Ease of Use
    • Likelihood to recommend 10.0 /10

    Consistent Reliability and Functionality

    Reviewed on 2021/04/08

    Exceptional Experience of which has made management of my position easy.

    Exceptional Experience of which has made management of my position easy.

    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

    Showing 5 reviews of 154 Read all reviews

    Cherwell Service Management FAQs

    Below are some frequently asked questions for Cherwell Service Management.

    Cherwell Service Management offers the following pricing plans:

    • Starting from: US$189,00/month
    • Pricing model: Free, Subscription
    • Free Trial: Not Available

    Pricing information is available on inquiry.

    We do not have any information about Cherwell Service Management features

    Cherwell Service Management has the following typical customers:

    2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001+

    Cherwell Service Management supports the following languages:

    English

    Cherwell Service Management supports the following devices:

    Android (Mobile), iPhone (Mobile), iPad (Mobile)

    Cherwell Service Management integrates with the following applications:

    Aura Call Center Elite, Chatter, Cisco Webex, JIRA Service Management, Jira, Microsoft Azure, Microsoft Dynamics GP, Microsoft Outlook, Microsoft SharePoint, NICE inContact, Nagios XI, Network Performance Monitor, Oracle Service, SAP Business One, Skype for Business, Spiceworks, Splunk Cloud, Twitter, VMWare Practice Lab

    Cherwell Service Management offers the following support options:

    Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

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