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Cherwell Service Management
What Is Cherwell Service Management?
Cherwell Service Management is a powerful IT Service Management (ITSM) solution that provides enterprise organizations with the ability to easily maintain and configure IT processes. Cherwell¿s flexible and feature-rich ITSM solution allows teams to rapidly meet the changing and growing demands across their organization, from IT to Facilities to HR, with seamless workflows and lower costs. Cherwell ITSM enables you to transform your IT Service Desk.
Who Uses Cherwell Service Management?
Service Desk professionals who require a fully-integrated system- one that is easily customized - automating ITIL and custom workflows. Perfect for companies supporting 1,000+ end-users.
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Reviews of Cherwell Service Management
Cherwell Ticketing Software
Comments: Cherwell has been great overall. Have used it for around 3 years and have had almost no functional issues with it during that time.
Pros:
Cherwell does a great job of keeping track of tickets across multiple teams with seamless integration. Makes ticketing for a large IT Dept. with over 12 teams easy. The software is customizable and allows for automation in just about every facet of the program. Tasks that take up to 10 minutes can be done instantly through the One-Step feature.
Cons:
The software is lacking in visual design. It's functional but getting information to be readable and look good is very hard and takes quite a bit of work in the dashboard manager.
Best ITSSM Platform - Indespensible in Delivering Our Services
Comments: Cherwell implements 11 ITIL process out-of-the-box which helped an immature organization like ours start practicing ITIL. It's automation capabilities are vast and robust. The single best part of this product is its philosophy. It is completely customizable to fit your organization's needs and if Cherwell doesn't do something another tool does or you want to continue to use that tool, Cherwell integrates with many tools natively, through merge application functionality, and lastly through general customization. Simply put, if you can dream it, Cherwell does it...and if it doesn't, it will integrate with something that does.
Pros:
Everything! It is customizable to fit my organization's needs. I happen to be a programmer, but I don't need to be to develop and configure Cherwell. It implements robust and customizable frameworks that allow you to use it as you need to. Cherwell doesn't dictate ITSSM, it's your partner in it.
Cons:
The customizability allows unwary or naive implementors, developers, or Cherwell Admins to make changes that ultimately reduce the awesomeness of the product. The biggest area of this is in implementing business processes. Before making changes, consider whether you business process is as effective as it should be, rather than making the product implement a poor-performing process.
Requires alot of cutomization
Comments: Software needs a lot of backend work and creates more issues then it resolves.
Pros:
User limitation and liscensing. Lots of flexibility in reporting and searching.
Cons:
Required lots of cutomization. Slow to run searches. Lack of ability to customize alot of setting that are important but ability to customize some that are kind of pointless.
Cherwell is a great ITSM that is easily expanded to the Enterprise
Comments:
We implemented Cherwell in 2013. Currently we have incident, service request and change management implemented within IT. IT Projects underway are problem management, knowledge management and employee on-boarding/off-boarding. We also expanded the tool to Customer Service, Operations, Facilities Service and Supply Chain. Our next non-IT project will be implementing the tool within HR.
The tool does not require programming background to configure. We have two non-technical
resources who are responsible for the administration of the tool and development of new applications.
Dashboards are an easy way to report real time data from the system. They are powerful and we use them everyday to monitor our service.
As a company Cherwell is 100% customer focused. They listen to us and help us be successful with the tool. The culture of the company is amazing and not something you typically see at a software company.
Pros:
Configurability, flexibility and ability to expand beyond IT.
Cons:
The report writer is difficult to learn and understand.
Enterprise-Level Ticketing System
Comments: I really like Cherwell, and find it does meet our needs well for ticketing. I'm able to enter my information quickly to submit and process tickets. Great tool.
Pros:
Cherwell is a well established IT ticketing tool, that my company has used for over two years now. We use it for incident reporting and journaling, as well as for our operation changes. I really like the robustness of it. It's user friendly, and has options and controls for almost anything I'd want to enter for the tickets. The software is customizable, and our admin team has tweaked things to be more in line with our company and uses. It has a clean smooth interface and does handle everything we want to do with our tickets.
Cons:
When we first switched to Cherwell from HPSM, we did find the learning curve to be large, as the two tools have many differences. In general, like with any software, it does take time to get used to, but once we did get used to it, it seems rather smooth.
