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Most Helpful Review
Use Cherwell Service Management? Share your opinion.
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: January 2021.
455,164 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

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

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"In the Service Portal, the widget concept - and the way we have developed our widget - is pretty simple. We can leverage a lot on top of it.""Easy to integrate with third-party applications.""This solution is a single-storage for our user community to submit help desk tickets.""The most valuable feature is that this is a Cloud solution.""ServiceNow was the first true enterprise to service management platform.""The feature that I have found most valuable from ServiceNow is the ability to assign sub-tasks to different teams, including problem tickets and the regular and chain tasks.""It gave us professionalized, faster incident turn around times. Improved quality of information shared with our customers. Over time we build an extensive knowledge base that assists in both self-service as in services provided by the servicedesk when handling incidents.""I have found that sorting and grouping functions are particularly useful."

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

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"For healthcare, which is a pretty audited environment, there are no concrete solutions for digital signatures, apart from our license with Adobe, so it requires orchestration.""It's missing monitoring capabilities.""I do not like the user interface.""Transparency in the pricing model needs to be improved.""Service mapping could be less complicated.""The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations.""There should be fewer clicks and faster integrations between solutions.""Creating service catalog forms could be made easier."

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Pricing and Cost Advice
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"The license model is based on a number of fulfillers (active users who play some role within the ServiceNow functionality). Therefore, you can serve as many end-users as you want, without additional costs.""The mandatory minimum is US$ 20,000 for licensing.""The licenses are expensive.""The setup cost is high compared to others, especially when the scope is not fixed.""I am from Brazil. For Latin American markets, ServiceNow is very expensive as compared to other vendors, such as VMware.""$230 per user.""It is very expensive because it is a big organization. You have to pay for additional things.""ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM."

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Questions from the Community
Top Answer: The dashboard and the reporting functionality are the solution's most valuable features.
Top Answer: There aren't any costs that I know of that are above and beyond the standard licensing fee.
Top Answer: The solution could be more user-friendly. The workflows sometimes get complicated. The stability, specifically in the on-premises deployment model, could be improved.
Top Answer: : There is several difference between in Service and BMC Helix ITSM As BMC Helix ITSM is a fully internationalized environment: one can localize the labels, messages (system-generated messages)… more »
Top Answer: Jira Service desk supports ITIL and gives you many templates for different helpdesk scenarios, allows to creates issues using the email. The implementation of Service Desk is easy and intuitive
Top Answer: In that regard, the major incident management gives service organisations and customers the opportunity the focus on restoring the functionality asap without getting lost in sidetracking possible… more »
Ranking
27th
out of 53 in Help Desk Software
Views
1,937
Comparisons
1,594
Reviews
1
Average Words per Review
380
Rating
7.0
1st
out of 53 in Help Desk Software
Views
55,659
Comparisons
32,935
Reviews
22
Average Words per Review
521
Rating
8.0
Popular Comparisons
Compared 12% of the time.
Compared 7% of the time.
Compared 6% of the time.
Compared 6% of the time.
Compared 2% of the time.
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Cherwell Software
ServiceNow
Overview
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.

Now, with the ServiceNow System of Action, every employee, customer, and machine can make requests on a single cloud platform. Every department working on tasks can assign and prioritize, collaborate, get down to root cause issues, gain real-time insights, and drive to action. Your employees are energized, your service levels improve, and you realize game-changing economics. Work at lightspeed.(TM)

Offer
Learn more about Cherwell Service Management
Learn more about ServiceNow
Sample Customers
Ausenco, Highlights for Children, B/E AerospaceAAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
Top Industries
VISITORS READING REVIEWS
Computer Software Company31%
Comms Service Provider11%
Educational Organization6%
Performing Arts6%
REVIEWERS
Financial Services Firm16%
Healthcare Company14%
Manufacturing Company11%
Computer Software Company9%
VISITORS READING REVIEWS
Computer Software Company37%
Comms Service Provider13%
Government7%
Financial Services Firm5%
Company Size
No Data Available
REVIEWERS
Small Business19%
Midsize Enterprise12%
Large Enterprise69%
VISITORS READING REVIEWS
Small Business15%
Midsize Enterprise11%
Large Enterprise74%
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: January 2021.
455,164 professionals have used our research since 2012.

Cherwell Service Management is ranked 27th in Help Desk Software with 1 review while ServiceNow is ranked 1st in Help Desk Software with 23 reviews. Cherwell Service Management is rated 7.0, while ServiceNow is rated 7.8. The top reviewer of Cherwell Service Management writes "Good dashboard and reporting functionality, but overall not very user-friendly". On the other hand, the top reviewer of ServiceNow writes "We are able to significantly leverage the widget concept in the Service Portal". Cherwell Service Management is most compared with JIRA Service Desk, BMC Helix ITSM, HEAT Service Management, ManageEngine ServiceDesk Plus and Salesforce Service Cloud, whereas ServiceNow is most compared with BMC Helix ITSM, Pega BPM, JIRA Service Desk, Appian and IPsoft.

See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

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