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Cherwell Service Management OverviewUNIXBusinessApplication

Cherwell Service Management is #19 ranked solution in top IT Service Management (ITSM) tools and #26 ranked solution in top Help Desk Software. IT Central Station users give Cherwell Service Management an average rating of 8 out of 10. Cherwell Service Management is most commonly compared to ServiceNow:Cherwell Service Management vs ServiceNow. The top industry researching this solution are professionals from a computer software company, accounting for 23% of all views.
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.
Buyer's Guide

Download the IT Service Management (ITSM) Buyer's Guide including reviews and more. Updated: November 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 5
A scalable solution with good discovery, integration, and orchestration features, but application service mapping, GRC, and SecOps need improvement

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 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.

What is most valuable?

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.

What needs improvement?

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

For how long have I used the solution?

I have been using this solution for five years.

What do I think about the stability of the solution?

It is a pretty stable platform. It is on-premise, so it is pretty stable because you're controlling your environment. Avante just bought them, so I don't know what Avante is going to do with it in terms of whether they are going to make it totally cloud-based.

What do I think about the scalability of the solution?

It can be as scalable as you want because it is on-premise. You can buy as many servers as you want for it.

How are customer service and technical support?

It is not as good as the ServiceNow ticketing tool, but it is good. The support from the actual manufacturer is poor. They don't really have any in-company tech support. You have to work with a Cherwell partner or something like that.

Which solution did I use previously and why did I switch?

We also do ServiceNow implementations. ServiceNow is kind of the gold standard.

How was the initial setup?

It is pretty complex on some premises.

What's my experience with pricing, setup cost, and licensing?

For an ITIL user, the cost is probably about 50 bucks a month.

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.

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
TM
Consultant at a insurance company with 51-200 employees
Consultant
Top 5
Good dashboard and reporting functionality, but overall not very user-friendly

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 is our primary use case?

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

What is most valuable?

The dashboard and the reporting functionality are the solution's most valuable features.

What needs improvement?

The solution could be more user-friendly. The workflows sometimes get complicated.

The stability, specifically in the on-premises deployment model, could be improved.

For how long have I used the solution?

I've been using the solution for less than a year.

What do I think about the stability of the solution?

The solution is stable. When it was on-premises, we did have issues with it. However, now that we are on the cloud, it is much more stable.

What do I think about the scalability of the solution?

We've never attempted to scale the solution, so I can't speak to how easy it would be to expand it.

Currently, we have 130 people using the solution. 

How are customer service and technical support?

We've contact technical support in the past. They're okay. We're largely satisfied with the level of support we've received.

Which solution did I use previously and why did I switch?

We didn't previously use a different solution.

How was the initial setup?

The initial setup isn't complex. It took about two months to configure the solution. Deployment itself only takes about an hour.

What about the implementation team?

We were able to implement the solution with the assistance of a consultant.

What's my experience with pricing, setup cost, and licensing?

There aren't any costs that I know of that are above and beyond the standard licensing fee.

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.

Which deployment model are you using for this solution?

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