Cherwell Service Management Overview

Cherwell Service Management is the #18 ranked solution in our list of top IT Service Management (ITSM) tools. It is most often compared to ServiceNow: Cherwell Service Management vs ServiceNow

What is Cherwell Service Management?
Cherwell Service Management is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility needed for rapid configuration and customization, minimal overhead, and frictionless upgrades at a fraction of the cost and complexity associated with legacy ITSM solutions. Cherwell's codeless design architecture means you can add new functionality without modifying a single line of code, integrate easily with third party applications, and upgrade without fear of breaking what you've built.
Cherwell Service Management Buyer's Guide

Download the Cherwell Service Management Buyer's Guide including reviews and more. Updated: February 2021

Cherwell Service Management Customers
Ausenco, Highlights for Children, B/E Aerospace
Cherwell Service Management Video

Pricing Advice

What users are saying about Cherwell Service Management pricing:
  • "For an ITIL user, the cost is probably about 50 bucks a month."

Cherwell Service Management Reviews

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Brian McMinn
ServiceNow Architect / Lead Developer & Owner at Hana Technical Solutions
Real User
Top 20
Feb 20, 2021
A scalable solution with good discovery, integration, and orchestration features, but application service mapping, GRC, and SecOps need improvement

What is our primary use case?

Our company does BMC, Cherwell, and ServiceNow implementation. We used Cherwell primarily for ITSM, and we did some discovery for CMDB and some orchestration. We used it with Azure.

Pros and Cons

  • "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."
  • "Application service mapping, GRC, SecOps, and things like that need improvement."

What other advice do I have?

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.
Consultant at a insurance company with 51-200 employees
Top 10
Jan 26, 2020
Good dashboard and reporting functionality, but overall not very user-friendly

What is our primary use case?

We primarily use the solution for incident management, problem management, and change management.

Pros and Cons

  • "The dashboard and the reporting functionality are the solution's most valuable features."
  • "The stability, specifically in the on-premises deployment model, could be improved."

What other advice do I have?

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.