We performed a comparison between Cherwell Service Management and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The most valuable features are problem management and change management."
"The dashboard and the reporting functionality are the solution's most valuable features."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."
"The dashboard is very useful to get a quick overview of current tasks."
"All our activities are carried out in the one place."
"ServiceNow is very easy to set up."
"It offers ready-built automation and simpler configuration for workflows."
"I like the ease of use."
"We used ServiceNow for change management, release management, and event management."
"SPM and ITSM features are the most helpful."
"In my experience, ServiceNow's most valuable feature is its flexibility. If you have a DevOps or development team, you can customize it to meet your specific needs. The tool's dashboard categorizes incidents, making managing it much easier."
"I find almost all the features valuable. It can do nearly everything except make your coffee, as my colleagues always say. It's got pros and cons, like every software, but the good thing about it is that it has a very structured approach."
"I think the technical support is pretty good. They can be a little bit slow sometimes, but overall I think they're good."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"Access is only available if we're on VPN."
"The stability, specifically in the on-premises deployment model, could be improved."
"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."
"The setup was time-consuming and required a lot of internal resources."
"Its setup is tough. It takes a lot of knowledge and a lot of experience."
"The utilization of AI in ServiceNow needs enhancement."
"There should be greater integration with other enterprise applications. We're using Microsoft, Oracle, and other applications, and it would be good to have a greater integration on some of the immediate hiccups that you have with these services. It doesn't mean that when we have a problem with using another application, ServiceNow should be able to fix it, but ServiceNow should be able to alert us to things. There should be a bit more automation or integration."
"The interface requires an upgrade."
"There is inherent complexity with this tool because of the number of things that it can do."
"Very expensive."
"The user interface could be much improved, and the developer tools and sets can be improved greatly, they are lacking."
Cherwell Service Management is ranked 19th in Help Desk Software with 6 reviews while ServiceNow is ranked 1st in Help Desk Software with 212 reviews. Cherwell Service Management is rated 7.2, while ServiceNow is rated 8.4. The top reviewer of Cherwell Service Management writes "Having everything in one location has significantly improved our efficiency and reporting". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". Cherwell Service Management is most compared with Ivanti Neurons for ITSM, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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