Cherwell Service Management

Decent ticketing system

Pros:

Very straight forward to use. Haven't noticed any issues

Cons:

No negatives at the moment. I will update review if any are found

An all-in one service management package that works but has issues

Comments: Overall, Cherwell Service Management has fulfilled its requirements. However, upgrades are finicky and deep customization really can take a lot of work. Some of them are straight forward and some really require a lot of time to get going, more so than you would expect for similar products. (Similar product are, less customizable, however, take less of a lift on what you can do with them which is a trade-off you need to understand going into it.)

Pros:

While not always easy or straightforward, this service management product is highly customizable and can be used for a variety of areas such as a knowledge database, help desk, incident tracking, change management, etc.

Cons:

Customization can take a lot of work and upgrades can often break functionality with no eta or workarounds aside from downgrading or waiting for a future upgrade (which could be a year+ away.)

Cherwell and its uses...

Pros:

Configurability. It is highly configurable.

Cons:

The complexity to configure it. It was a major challenge configuring it to our needs.

Cherwell Ticketing Software

Comments: Cherwell has been great overall. Have used it for around 3 years and have had almost no functional issues with it during that time.

Pros:

Cherwell does a great job of keeping track of tickets across multiple teams with seamless integration. Makes ticketing for a large IT Dept. with over 12 teams easy. The software is customizable and allows for automation in just about every facet of the program. Tasks that take up to 10 minutes can be done instantly through the One-Step feature.

Cons:

The software is lacking in visual design. It's functional but getting information to be readable and look good is very hard and takes quite a bit of work in the dashboard manager.

Excellent help desk product

Comments: I've been working with Cherwell for 4 years. The product is extremely stable and safe. Through personalized screens it is possible to have a complete view of the activities that are being requested by priority, demand and responsible.
To search for an extended call, the tool has quick and well-designed consultation screens.
I also manage the process changes using the tool.

Pros:

The ability to create customized panels with all the demands that are being requested, filtering by responsible analyst.

Cons:

When we have a large number of queries on personalized screens the product loses a lot of performance. Creating micro-slowness. Even in the transition of their product. This could definitely be better.

Cherwell was decent but with too much customization it become cumbersome and clumsy.

Comments: The best benefit is the ability to create and track tickets for your Service Desk, I would warn that you try to use it as out of the box as possible.

Pros:

Cherwell has a great user interface and a low learning curve. We were able to use it rather easily after we had done the customization.

Cons:

Customization is difficult and leads the the overall experience to decline I think. We had very specific needs and the changes we made were not done too well, especially since the consultant we had didn't know how to do them. We had to make all the changes ourselves and the system ended up slow and clumsy.

Requires alot of cutomization

Comments: Software needs a lot of backend work and creates more issues then it resolves.

Pros:

User limitation and liscensing. Lots of flexibility in reporting and searching.

Cons:

Required lots of cutomization. Slow to run searches. Lack of ability to customize alot of setting that are important but ability to customize some that are kind of pointless.

Ability to customize but not always in an optimal way

Comments: A consistent and streamlined presentation of employee service responses across multiple departments in our organization.

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.

Cherwell ITSM very customizable

Comments: 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.

Consistent Reliability and Functionality

Comments: 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

Enterprise-Level Ticketing System

Comments: I really like Cherwell, and find it does meet our needs well for ticketing. I'm able to enter my information quickly to submit and process tickets. Great tool.

Pros:

Cherwell is a well established IT ticketing tool, that my company has used for over two years now. We use it for incident reporting and journaling, as well as for our operation changes. I really like the robustness of it. It's user friendly, and has options and controls for almost anything I'd want to enter for the tickets. The software is customizable, and our admin team has tweaked things to be more in line with our company and uses. It has a clean smooth interface and does handle everything we want to do with our tickets.

Cons:

When we first switched to Cherwell from HPSM, we did find the learning curve to be large, as the two tools have many differences. In general, like with any software, it does take time to get used to, but once we did get used to it, it seems rather smooth.

Cherwell is ok

Pros:

I liked that I knew where everything was in Cherwell. The ability to customize as you wanted was good too.

Cons:

It was hard to make changes with out someone that was very knowledgeable of the software. It's not very intuitive on the admin side.

Cherwell is a powerful, flexible software that is great out of the box

Comments: We did not have an ITSM software in place prior to implementing Cherwell, so we did not come in with any preconceived notions. The implementation was smooth and the PSO helped us customize the software during the process. I have found it to be very easy to maintain, upgrade, modify, and enhance. The Cherwell customer community is vibrant and the company listens and incorporates ideas and requests from its user base. Support is very friendly and helpful, and always willing to help me with implementing any ideas I come up with. I also very much appreciate their emphasis on participating in their community and supporting organizations who have a positive impact on our world.

Pros:

The product allows for a high level of customization and is very easy to use, both from user and administrator standpoints.

Cons:

The built in report writing leaves something to be desired. However, reporting through dashboards and searches within the system is a great alternative.

Cherwell - The Best

Comments: We implemented in 2014, and it was the best decision we could have made. Cherwell is great. It gives us the functionality that we need, and we don't have to be programmers to make changes. It offers integration with so many other applications. It can be used for so many different uses. It goes above and beyond our expectations, and we have been able to use it for more than just IT. We only wish we would have found Cherwell sooner.

Pros:

The fact that it has so much functionality, and you don't have to be a programmer to make changes.

Cons:

There's almost too much you can do with it, and not enough time to accomplish it all.

Unparalleled Flexibility

Comments: The application allows non-developers to create their own scenarios and solutions, and engage your users with highly-configurable dashboards, reports, and forms. With some more advanced knowledge, you can easily turn a basic ticketing system into a full-featured platform for your company.

Pros:

The flexibility and ease of use. The licensing model is extremely flexible and makes sense in nearly every business case.

Cons:

The depth. While this isn't generally considered a negative, the software is so deep that you tend to realize there are a half dozen ways to do the same thing, and if you're of the mindset where you constantly tweak your apps, you'll always find a better way to do something, even if you don't have the time/resources to do so.

Cherwell

Pros:

Flexibility and customization - if you have the time, you can build it.

Cons:

ADA, mobile and browser apps (thick client for PC only)

Bane of my existence

Comments: I would seriously consider NOT working for a company that uses this software for change control.

Pros:

There isn't anything I DO like about this software.

Cons:

It's slow, clunky, looses my actions constantly. Submitting a change request is an arcane ritual of pain and suffering to ensure it gets through all the channels.

Once you go Codeless you'll never go back

Comments: Cherwell has allowed our I.T. to really mature our IT and Business processes. We have made huge gains in providing our I.T. department with dashboards that provide real-time information. We no longer spend hours gathering reporting information. With Search Manager and Report Manager, you'll wonder how you ever did with out these. They are huge time savers and the best part of working within Cherwell Service Management is that you don't have to rely on Vendor support or Developers to re-customize and configure. It's all at your fingertips. Cherwell has certainly made our lives easier. We are looking forward to future gains that can be made with this super great ITSM tool.

Pros:

It's codeless and super friendly

Cons:

I don't have any cons at this point

Cherwell for Change Management

Comments: We did our implementation of Cherwell in an unconventional way. We started with the Change Management module because that is what we needed the most. From there we tackled Problem Management and then Incident Management. It was amazing how quickly we got Change Management working for Calvin IT. We did not have C.M. before so this was not only a technology project but also a culture change. Cherwell Software provided both a easy starting point out of the box and a easy path to make the changes we needed. The quick win in Change Management allowed us to tackle Problem and Incident with great momentum.

Pros:

Easy to customize and develop new business processes

Cons:

The portal needs to be responsive - the objects are currently static.

This is our ticketing system

Comments: We track trouble tickets and have cases that are attached to the tickets that way we can keep track of work

Pros:

Keeps track of incidents and cases that have been created and we use this to help people with any kind of trouble tickets

Cons:

It's very hard to integrate with. The options don't always work and once the incident has stayed you can find that it doesn't exist even if it has numbers. The customer reps aren't always helpful

Great product!

Comments: Very good

Pros:

Easy to use once you are trained. Easy automation.

Cons:

Can be difficult to work around the "codeless" design for those with coding backgrounds

Used for tracking our incident, service request and change management

Comments: Able to quickly create new incidents, service requests or change requests that can then be sent to the right people for action or approval.

Pros:

Looks to be very flexible, I'm a user rather than setting it up but the forms look like they are very easy to set up and you can pretty much do whatever you need as part of getting the right information for the ticket being logged.

My Favorite Toy

Comments: If I can dream it, I can configure it in Cherwell. I love to describe it as playing a chess game with 5,000 pieces. My colleagues repeatedly ask, 'Can this be done? My usual response: give me 5 minutes and I will roll it out.

Pros:

It can be configured in almost unlimited ways.

Cons:

The features are so robust, sometimes I need assistance to find where to configure a tool.

Flexible and plays well with others

Comments: CSM offers a truly flexible platform that allows mapping your business processes regardless of complexity or size. This enables your work flow, not what just the tool does. CSM also integrates with any REST api as well as offering its own. So what ever you want to do is possible.

Pros:

Flexibility and integrations

Cons:

Mobile client

Cherwell Service Management Is an excellent, scalable ITSM tool.

Comments: Cherwell deployment and implementation went reasonably well. More requirements assessment and UAT on the front end would have been better. A great tool for ITSM.

Pros:

The adaptability to different processes

Cons:

Some features (printing, reporting) are more complicated than they should be.