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
Devices
Business size
Markets
Supported Languages
Pricing starting from:
US$189,00/month
- Free Trial
- Free Version
- Subscription
Images
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
Alternatives
Alloy Navigator
HarmonyPSA
Freshservice
BOSSDesk
Reviews
Already have Cherwell Service Management?
Software buyers need your help! Product reviews help the rest of us make great decisions.
Write a Review!
- 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.
- 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).
- 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.
- 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
- 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
Cherwell Service Management FAQs
Below are some frequently asked questions for Cherwell Service Management.Q. What type of pricing plans does Cherwell Service Management offer?
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.
Q. What are the main features of Cherwell Service Management?
We do not have any information about Cherwell Service Management features
Q. Who are the typical users of Cherwell Service Management?
Cherwell Service Management has the following typical customers:
2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001+
Q. What languages does Cherwell Service Management support?
Cherwell Service Management supports the following languages:
English
Q. Does Cherwell Service Management support mobile devices?
Cherwell Service Management supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does Cherwell Service Management integrate with?
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
Q. What level of support does Cherwell Service Management offer?
Cherwell Service Management offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat
Related categories
See all software categories found for Cherwell Service Management.
