David M. ColburnSenior IT Service Management & ServiceNow Consultant at Independent
We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
"The dashboard and the reporting functionality are the solution's most valuable features."
"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."
"This is an excellent alternative to ServiceNow for smaller companies."
"The main feature for us is incident management, as it assists me in knowing my assignments, because we have group assignments. When we go to the group assignment they can assign it to me there."
"The solution is easy to use and has a user-friendly interface"
"The stability, specifically in the on-premises deployment model, could be improved."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"Configuration requirements are extensive, even in basic Service Desk processes."
"Sometimes I can't get the reports that I want until I go to the manager. They need to put more into the new reports. The standard reports are great, but there do not communicate as much."
"There's a lack of integration with other products. This needs to be improved."
"For an ITIL user, the cost is probably about 50 bucks a month."
"If you want to add more users who can handle support there will be additional fees. What we call our extensions, we need to pay more for. They tell us that we need to acquire more licenses or something like that. I think it's very expensive, because in terms the pula, our local currency, it's about 20,000 per license for each user. It is an annual fee."
Cherwell Service Management is ranked 27th in Help Desk Software with 2 reviews while HEAT Service Management is ranked 20th in Help Desk Software with 3 reviews. Cherwell Service Management is rated 7.0, while HEAT Service Management is rated 7.4. The top reviewer of Cherwell Service Management writes "A scalable solution with good discovery, integration, and orchestration features, but application service mapping, GRC, and SecOps need improvement". On the other hand, the top reviewer of HEAT Service Management writes "Good incident management and escalation but it is difficult to learn and customize". Cherwell Service Management is most compared with ServiceNow, JIRA Service Desk, BMC Helix ITSM, ManageEngine ServiceDesk Plus and Salesforce Service Cloud, whereas HEAT Service Management is most compared with ServiceNow, JIRA Service Desk, ManageEngine ServiceDesk Plus, Zendesk Guide and TOPdesk.
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