Cherwell Service Management

by Cherwell Software

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.

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. Cherwells 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.

Cherwell Service Management Details

Cherwell Software

https://www.cherwell.com

Founded 2004

Main Dashboard
Incident Management
CMDB Dashboard
IT Change Management
Cherwell Marketplace
Cherwell Service Management video
Play
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Incident Management-thumb
CMDB Dashboard-thumb
IT Change Management-thumb
Cherwell Marketplace-thumb

Cherwell Service Management pricing overview

Cherwell Service Management has a free version. Cherwell Service Management paid version starts at US$189,00/month.


Starting Price

US$189,00/month

Free Version

Yes

Cherwell Service Management deployment and support

Support

  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • 24/7 (Live rep)
  • Chat

Deployment

  • Cloud, SaaS, Web-based
  • Windows (Desktop)
  • Windows (On-Premise)
  • Linux (On-Premise)
  • Android (Mobile)
  • iPhone (Mobile)
  • iPad (Mobile)

Training

  • In Person
  • Live Online
  • Webinars
  • Documentation
  • Videos

Cherwell Service Management Features

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Notifications
  • Asset Management
  • Asset Tracking
  • Audit Management
  • Audit Trail
  • Barcode / Ticket Scanning
  • Change Management
  • Compliance Management
  • Compliance Tracking
  • Configurable Workflow
  • Configuration Management
  • Contract/License Management
  • Cost Tracking
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Dashboard Creation
  • Data Import/Export
  • Data Visualization
  • Email Management
  • IT Asset Tracking
  • Incident Management
  • Inventory Management
  • Inventory Tracking
  • Knowledge Base Management
  • Maintenance Management
  • Maintenance Scheduling
  • Monitoring
  • Prioritization
  • Problem Management
  • Procurement Management
  • Real Time Reporting
  • Reporting & Statistics
  • Reporting/Analytics
  • Requisition Management
  • Role-Based Permissions
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Task Management
  • Third Party Integrations
  • User Management
  • Workflow Management

View full list of IT Asset Management Software

  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Asset Management
  • Asset Tracking
  • Audit Management
  • Availability Management
  • CRM
  • Capacity Management
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Configurable Workflow
  • Configuration Management
  • Contract/License Management
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard Creation
  • Drag & Drop
  • Email Management
  • Help Desk Management
  • IT Asset Tracking
  • Incident Management
  • Inventory Management
  • Knowledge Base Management
  • Monitoring
  • Multi-Channel Communication
  • Prioritization
  • Problem Management
  • Project Management
  • Release Management
  • Reporting & Statistics
  • Role-Based Permissions
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Task Management
  • Third Party Integrations
  • Workflow Management

View full list of ITSM Tools

  • API
  • Activity Dashboard
  • Activity Tracking
  • Assignment Management
  • Budgeting/Forecasting
  • Calendar Management
  • Change Management
  • Charting
  • Collaboration Tools
  • Commenting/Notes
  • Customizable Fields
  • Customizable Reports
  • Dashboard
  • Data Visualization
  • Deadline Management
  • Document Management
  • Drag & Drop
  • Gantt/Timeline View
  • Milestone Tracking
  • Monitoring
  • Multiple Projects
  • Planning Tools
  • Portfolio Management
  • Prioritization
  • Progress Reports
  • Progress Tracking
  • Project Planning
  • Project Templates
  • Project Time Tracking
  • Project Tracking
  • Project Workflow
  • Projections
  • Real Time Data
  • Real Time Reporting
  • Real-time Updates
  • Reporting & Statistics
  • Reporting/Analytics
  • Requirements Management
  • Resource Allocation & Planning
  • Resource Management
  • Risk Management
  • Status Tracking
  • Task Management
  • Task Planning
  • Task Progress Tracking
  • Task Scheduling
  • Third Party Integrations
  • Time & Expense Tracking
  • Timesheet Management
  • Workflow Management

View full list of Project Portfolio Management Software

Cherwell Service Management Alternatives

More Cherwell Service Management alternatives

Cherwell Service Management Reviews

Read all reviews

Overall rating

4,4/5

Average score

Ease of Use 4,3
Customer Service 4,3
Features 4,4
Value for Money 4,4

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Douglas F.
IT Tech Support Specialist
Higher Education, 501-1 000 Employees
Used the Software for: 1+ year
  • Overall Rating
    5 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    5 /5
  • Customer Support
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 2020/05/21

"Very effective ticketing system"

Comments: Cherwell Service Management has been a very effective ticketing system for our operation. It rewards inquisitive users who have some experience with SQL queries. It integrates with our email system, so we end up receiving and answering email inquiries from our user community through the Cherwell interface. It gives good reporting, and good statistics, although the reporting requires some effort to access. It has been a good system for my organization

Pros: Customization of searches; use of an SQ-like search format to build queries that can then be saved and reused

Cons: Requires some level of training in order to increase personal customization. Occasionally have multiple people working on the same tickets, so some tickets get resolved with ineffective solutions while others are working on them. Reporting requires some effort to access.

  • Reviewer Source 
  • Reviewed on 2020/05/21
Verified Reviewer
Service Transition Manager
Information Technology & Services, 1 001-5 000 Employees
Used the Software for: 6-12 months
  • Overall Rating
    5 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    5 /5
  • Customer Support
    4 /5
  • Value for Money
    Unrated
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 2019/10/01

"Great product with high upside"

Comments: Overall the process with Cherwell has been great. The product is fantastic with very few hiccups.

Pros: This product allows us to customize it in a way that makes it so we can bring all departments within the same system (finally!).

Cons: Implementation and additional integrations can be difficult (as with any product).

  • Reviewer Source 
  • Reviewed on 2019/10/01
Verified Reviewer
Director of IT Support
Hospital & Health Care, 1 001-5 000 Employees
Used the Software for: 1-5 months
  • Overall Rating
    5 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    5 /5
  • Customer Support
    4 /5
  • Value for Money
    Unrated
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 2021/04/02

"Cherwell ITSM very customizable"

Comments: The overall experience has been good, the product is excellent, but you need to invest additional money for the implementation.

Pros: Cherwell is a robust ITSM, you can customize the forms, notifications, workflows, almost everything.

Cons: You need specific training to configure and implement the changes. Cherwell has partners and you need to contact and contract them for the implementation. They need to improve their content on the web for the recent versions.

  • Reviewer Source 
  • Reviewed on 2021/04/02
Verified Reviewer
Business Systems Specialist
Higher Education, 201-500 Employees
Used the Software for: 1+ year
  • Overall Rating
    2 /5
  • Ease of Use
    1 /5
  • Features & Functionality
    3 /5
  • Customer Support
    Unrated
  • Value for Money
    Unrated
  • Likelihood to Recommend
    1/10
  • Reviewer Source 
  • Reviewed on 2019/01/31

"Standard functionality but horrible UX"

Comments: We use Cherwell as a ticketing system for the help desk as well as change management system. The user interface is challenging, to say the least. There are frames within frames that have to be scrolled through separately to see all of the information. The text box containing the user's message is so small, it show the tiniest portion of the message. To expand it, you have to pop open a new window, which automatically inactivates the main window so you have to trick the system in order to see multiple tickets at once.
The emailing functionality is clunky - the initial email you send to a customer uses one link but replies after that need to use a different "email" button that is oddly hard to find. When a customer sends a reply, the ticket displays in a different color, but that is the only notification. So if they send multiple messages, you wouldn't know unless you fully open the ticket and that is cumbersome.
There's an inactivity timeout that may not apply to everyone, but it's a hassle. The system times out after an hour of inactivity but it isn't consistent - sometimes it will run for days with no activity and not sign me out and other times it's at 60 minutes on the dot. Also sometimes when I'm logged out automatically, it doesn't actually log me out so when I try to log back in, I'm locked out.
Overall, with the current UX, it would have to be the cheapest option available for me to recommend it to anyone.

Pros: Help desk tickets are tracked
Released changes are tracked

Cons: User experience
Look and feel of the software
Search functionality
Notification process
Inactivity timeout

  • Reviewer Source 
  • Reviewed on 2019/01/31
Verified Reviewer
HelpDesk II
Education Management, 1 001-5 000 Employees
Used the Software for: 6-12 months
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    5 /5
  • Customer Support
    Unrated
  • Value for Money
    Unrated
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 2021/04/08

"Consistent Reliability and Functionality"

Comments: Exceptional Experience of which has made management of my position easy.

Pros: This ticket system is efficient and as customizable as the person might choose if they have the know-how and drive to do so, ease of function and redirect allows for a streamlined system for resolution of issues.

Cons: It could be more intuitive in some areas and the report pulling leaves a lot to be desired on this area of opportunity

  • Reviewer Source 
  • Reviewed on 2021/04/08