Cherwell Service Management Overview

Cherwell Service Management is the #20 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.
Buyer's Guide

Download the IT Service Management (ITSM) Buyer's Guide including reviews and more. Updated: June 2021

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

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it_user877374
CEO at Surplan UG
User
The dashboard is very useful to get a quick overview of current tasks. Plug-ins to JIRA would be welcome.

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…
ITCS user
Director of Operations with 501-1,000 employees
Consultant
The Business Process feature allows us to customize an escalation process for different products with their own sets of rules, but mobile access and the UI need improvement.

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.