We performed a comparison between Cherwell Service Management and ServiceNow based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The most valuable features are problem management and change management."
"The dashboard and the reporting functionality are the solution's most valuable features."
"The dashboard is very useful to get a quick overview of current tasks."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"All our activities are carried out in the one place."
"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."
"For the nuts and bolts running of an IT organization, I can't really say there's anything lacking feature-wise."
"I like the ease of use."
"There are a lot of features within ServiceNow. There are plenty of add-ons that go beyond the typical core helpdesk operations, such as HR facilities, BRM functionality, and various compliance and governance capabilities."
"ServiceNow provides quite good insights about what is happening in the organization."
"Good stable and scalable solution."
"It has more extensive features as compared to the other competitors."
"Data in reports and dashboards are easily accessible."
"ServiceNow is a cloud-based platform, so people won't need to worry about investing on hardware to host it. Being on the cloud, it is available 24x7. It's scalable, stable, and multifeatured, with a straightforward setup and good technical support."
"Access is only available if we're on VPN."
"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 stability, specifically in the on-premises deployment model, could be improved."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"It is annoying that ServiceNow keeps on changing back to Quebec every six months."
"Complexities in the organization made the initial deployment complex."
"I find the way you need to attach things like screenshots and stuff is a bit gimmicky. I'm a casual user. I'll use it once every two months and only when I have an incident that I need to report. You don't get a lot of experience with it when you're just using it once in a while like that. Therefore, it needs to be more intuitive so that you don't have to re-learn how to do simple tasks as the way to do certain things just isn't obvious."
"The product’s standard user experience is not the best."
"We would like to have an Asset Management and/or Project Management feature enabled in this version and in the IT Service Management edition."
"The asset management application could be improved. They have a lot of the infrastructure built, but it does not come with already made compatibility with some of the most popular vendors, such as Cisco and Microsoft. You have to fix it yourself."
"The licensing needs to be divided into tiers in order to attract lower-level users."
"In an upcoming release, there should be more administration tools."
Cherwell Service Management is ranked 13th in IT Service Management (ITSM) with 6 reviews while ServiceNow is ranked 1st in IT Service Management (ITSM) 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 Cherwell Service Management vs. ServiceNow report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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