Cherwell Service Management Review

The Business Process feature allows us to customize an escalation process for different products with their own sets of rules, but mobile access and the UI need improvement.

Valuable Features

The best feature is the ability to create functional dashboards, where the IT manager can interact with its data trough the dashboard using the drill down feature. Another relevant aspect, is the integrations that are very simple to do due to the open architecture of the system.

Improvements to My Organization

We provide a service to a large truck manufacturer, and they wanted to implement a customer service team that had an automated escalation process. Since they had a lot of different products, and each product had its own business rules to escalate, that was possible because of the Business Process feature that Cherwell has. It allows you to define, based on several criteria, such as incident classification, specific item in the service catalog, and the end-user, which way the escalation process goes.

Room for Improvement

They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user. They also need to improve some aspects of their User interface to have an more modern look.

Use of Solution

We have been using Cherwell for about two years now.

Stability Issues

No, that’s actually a very key point: it never stops.

Scalability Issues

Not yet. The only aspect is that the infrastructure must be well designed, especially the database.

Customer Service and Technical Support

Customer Service:


Technical Support:


Previous Solutions

We used another ITSM solution that was ITIL framed, and did not have the ability to adapt to business process rules. So we switched, as Cherwell has the capability to create, and operate, any process besides the basic ITSM-ITIL framework.

Initial Setup

The technical part of the implementation is very straightforward, the process definition is where it take more time, but this part is the same for all systems.

Implementation Team

We did it in-house.


I think that’s always something harder to measure, but I would say that we were able to gain some clients due to the change to Cherwell.

Pricing, Setup Cost and Licensing

They have a concurrent-user license model which is very interesting for larger organizations. I think that their price is quite fair for what they offer.

Other Solutions Considered

  • CA Nimsoft Service Desk
  • CA Service Desk Manager

Other Advice

It is important to design your processes, and define the business rules that 80% of the work will rely on.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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