Cherwell Service Management Archived Reviews (More than two years old)

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CEO at Surplan UG
May 27 2018

What do you think of Cherwell Service Management?

What is our primary use case?

Change and release management Task management and resource management for middle size teams Reports are flexible to configure.

How has it helped my organization?

Clear processes with transparent responsibilities led to more efficiencies within the teams. Reporting and exporting them was easy.

What is most valuable?

The dashboard is very useful to get a quick overview of current tasks, tasks which are overdue, and mail notifications with progress information. This has been helpful.

What needs improvement?

Agile delivery should be supported.  Plug-ins to JIRA would be welcome.  More fields for estimations and work done for summing up functionalities from subtask to main tasks would be helpful

For how long have I used the solution?

One to…
Director of Operations with 501-1,000 employees
Jul 22 2015

What is most valuable?

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… more »

How has it helped 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… more »

What needs 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… more »

What's my experience with 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.

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

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… more »

What other advice do I have?

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

Which other solutions did I evaluate?

* CA Nimsoft Service Desk * CA Service Desk Manager

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 customers
Ausenco, Highlights for Children, B/E Aerospace
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