Cherwell Service Management Alternatives and Competitors

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Read reviews of Cherwell Service Management alternatives and competitors

Uday Madasu
CIO at Jewish Board of Family and Children's Services
Real User
Top 5
Apr 30, 2020
The change management software gives us workflows and allows for an approval process

What is our primary use case?

We use it for HR, payroll, and finance.

Pros and Cons

  • "All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on."
  • "We would like them to approve the security functionalities, e.g., management security features."

What other advice do I have?

One of the things that we do in my department is a lot of training for our end users on different applications: clinical and financial applications. We use SysAid and the incident data within SysAid as a guide to think about how effective our training process is. Because if you do a good job of training, then the number of requests for support should go down. Sometimes, we do training but look for patterns with the incidents, then we figured out what we need to change with our training. Or, sometimes a particular user or group of users look like they're just not getting it, so we determine if…
MarkosSymeonides
CEO North America at Axios
Real User
Top 20Leaderboard
Nov 5, 2020
Good documentation and support, analytics, and BI charting

What is our primary use case?

We are using Assyst in a Hybrid environment with Assyst app servers running in our own virtualized servers with the database and storage in Azure Cloud, which works well. We use the system for IT Service Management across 16 ITIL v3 processes as part of a cohesive service management platform for delivering shared services for large organizations. We integrate to Azure AD, LUIS/BOT Framework for insights and Virtual Agent support, as well as NetSuite for the asset, user, and billing interfaces. Our focus is on process efficiency while ensuring a great customer experience.

Pros and Cons

  • "One of our favorite features is the "Info-Zone", which provides operational intelligence in flight and in context to guide both business users and support teams to productivity."
  • "We would like to see AI-driven CSI functions built into the tool that would allow us to quickly tie our improvement goals to metrics and activities, so Assyst will suggest the next steps to help us get closer to our goals."

What other advice do I have?

Definitely consider this offering. There are many features and options that come with it that don't require custom dev. They upgrade and are supported.
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