I rate this solution nine out of 10. 

I would advise others to just be ready to have an on-premise solution. As far as configuration and everything goes, you will probably need a team of developers or implementers. It is highly configurable, so you would probably need some support in that area.

I would rate Cherwell Service Management a seven out of ten.

Cherwell isn't a bad tool out of the box, but it requires customization to enhance some features like change management. Some of the smaller customizations that longer than might be expected. This solution is fine for small to medium organizations, but I think it would be a struggle to implement in a bigger organization that wants lots of customization. I'd give Cherwell a rating of seven out of ten.

We use the solution every day and quite extensively.

For those considering implementing the solution, I'd say as long as you have your processes in order, it will be an easy solution to adopt. Without them ready and lined up, it will be a difficult implementation process.

I'd rate the solution overall seven out of ten. I'd rate it higher if it was more user-friendly in design.

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