Cherwell Service Management

Avantages

me encanta ya que puedes configurarlo como tu quieres a tus ideas, lo que otras herramientas no dejan modificar hasta cierto nivel.

Inconvénients

que se requiere un expertis amplio para poder generar desarrollos

Avantages

Help desk tickets are tracked
Released changes are tracked

Inconvénients

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

Avantages

While not always easy or straightforward, this service management product is highly customizable and can be used for a variety of areas such as a knowledge database, help desk, incident tracking, change management, etc.

Inconvénients

Customization can take a lot of work and upgrades can often break functionality with no eta or workarounds aside from downgrading or waiting for a future upgrade (which could be a year+ away.)

Avantages

The company has expanded its ITOM capabilities and supports a wide range of third-party integrations and extensions. For instance, the example of such a platform can be Exchange Mergeable Application. In a few words, this application gives various opportunities for third-party developers to host their applications. In general, the vendor pleases us with the new program’s opportunities and abilities rolling out pretty frequently. We have given our preference to Cherwell Service Management because of its great visualization capabilities, user-friendliness of the program’s interface, powerful reporting, etc. With its help, our team has automatized numerous processes and tasks. The platform pleases with its accurate dashboards and incredible search abilities.

Inconvénients

The company has a tendency to reassign account people. Maybe, the reason for that is the high speed of their self-development, who knows. But still, it may cause little difficulties. Where we see problems with Cherwell Service Management is that this program requires a lot of computer memory to run correctly. In addition, the program will be a real pain without a strong infrastructure from your side. What’s more, this solution does not have any web version.

Avantages

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.

Inconvénients

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.

Avantages

The ability to create customized panels with all the demands that are being requested, filtering by responsible analyst.

Inconvénients

When we have a large number of queries on personalized screens the product loses a lot of performance. Creating micro-slowness. Even in the transition of their product. This could definitely be better.

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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.

Avantages

Configurability. It is highly configurable.

Inconvénients

The complexity to configure it. It was a major challenge configuring it to our needs.

Avantages

I enjoyed the support user experience. The layout is customization and easy to configure to fit the needs of each team that uses it. The permissions are granular, I was able to configure views for several teams while keeping the content team specific. The Knowledge Base management is put together very well. I found the asset tracking out of box experience pleasant also.

Inconvénients

I would like to see more UI themes. Managing the AD integration was very difficult without third party support. It is very import that a qualified consultant is used with setting up and configuring Cherwell to fit your needs.

Avantages

Cherwell has a great user interface and a low learning curve. We were able to use it rather easily after we had done the customization.

Inconvénients

Customization is difficult and leads the the overall experience to decline I think. We had very specific needs and the changes we made were not done too well, especially since the consultant we had didn't know how to do them. We had to make all the changes ourselves and the system ended up slow and clumsy.

Avantages

Cherwell gives you the ability to do almost anything you want/need to do. It's built in workflow (One-Step) feature is great for automating repeatable tasks. The extensibility and integration options are also huge benefits. Being able to link into pretty much any other application with a SQL back-end is huge.

Inconvénients

There are quite a few bugs especially when it comes to the browser side of things. Customizing the Customer Portal lacks a functioning WYSIWYG interface and if you're a hosted customer, you have to open a ticket to have support restart IIS services before some of your changes go into effect. This makes creating/modifying a Customer Portal very painful. The Browser Client for technicians is also quite buggy. With the amount of "out of the box" features the software comes with, be very careful.. As some of these features are misconfigured out of the box and require either scouring the whole system or relying on a third party vendor who knows where the bugs are and can fix them. If you ask me, this is just a way to force you to use a consultant for implementation.

Avantages

User limitation and liscensing. Lots of flexibility in reporting and searching.

Inconvénients

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.

Avantages

Organizes and streamlines our employee service responses across multiple HR departments. Reporting features are helpful.

Inconvénients

We haven't always been able to customize optimally to reduce administrative burden. There are certain "statuses" we'd like to add that have been a challenge up to now.

Avantages

I liked that I knew where everything was in Cherwell. The ability to customize as you wanted was good too.

Inconvénients

It was hard to make changes with out someone that was very knowledgeable of the software. It's not very intuitive on the admin side.

Avantages

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

Inconvénients

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.

Alternatives envisagées 

Logiciel antérieur 

Pourquoi passer à Cherwell Service Management

Avantages

I like this program has a customizable interface that shows our team a consistent track of our progress. And, I like that we are able to search all tickets that have been created anywhere on our team for easy reference.

Inconvénients

I dislike that, at times, certain tickets really require me to fill out a specific piece of information before saving the ticket. While it depends on the major service that I select, it can slow down the entire team by making us manually fill out this at a certain time.

Avantages

It's very handy to have issues and changes log and assign to specific users/groups, we were using this software more than 6 years, it also sends notifications to respective users.

Inconvénients

Performance point of view it's little slow.

Avantages

I like how cherwell provides a database of all our incidents created from agents at the helpdesk. This allows us to collaborate and best assist our client with issues that arise. Cherwell service management allows admins to customize dashboards and ticket templates to best cater to the orgainzations needs.

Inconvénients

Fairly easy to use interface, its straight forward however sometimes we experience issues with slowness of lagging. The software becomes sluggish at times when the servers get over loaded so the users experience increased load times between screens.

Avantages

I really like how the company makes its customers feel special and makes us a priority, and how it is a software company that is proud of providing a code-less software product, that always seeks to be innovative and the best.

Inconvénients

There are some quirks in the product that cannot be explained that exist in different places in the software that make troubleshooting a challenge at times. I have a One-Step, for example, that changes perspective after the 4th or 5th step, for some reason, and I had to build a work-around for it.

Avantages

The application is incredibly customizable. You don't have to figure out how to cram a custom process into a fixed application, you just create your custom process with all and only the things and functions it needs, but still have the capability to link it to existing objects and processes

Inconvénients

The lack of web browser compatibility development. However Cherwell is a company that actually listens to it's customers and they are constantly improving.

Avantages

Easy of use and intuitive nature.

Inconvénients

Some current challenges with multiple developers working simultaneously. The DEV leadership at Cherwell is currently working to resolve this challenge.

Avantages

Ease of administration and support when issues arise

Inconvénients

Many options. Difficult to decide where to go next

Avantages

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.

Inconvénients

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

Avantages

The ability to customerise this software to your own business needs is very impressive. You can have a different dashboard (each dashboard fulfilling an entire team's needs) for multiple different teams.

Inconvénients

Learning how to assign functions to widgits and modify/place them was quite awkward due to the vast array of available functions that can be amended on this system.

Avantages

It's extensibility. There hasn't been anything that we haven't been able to find an answer for so far.

Inconvénients

When building a new business object there are so many options and check boxes (that's good). The problem customers face is that we don't know exactly what all those check boxes do so would like to see additional documentation on those.

Avantages

User community, ability to modify to meet our needs, variety of hosting options, a vendor who is as interested in making the best possible tool as we are.

Inconvénients

The webclient isn't quite up to par with the installed client yet. This is my only real gripe.

Avantages

Flexibility and customization - if you have the time, you can build it.

Inconvénients

ADA, mobile and browser apps (thick client for PC only)

Avantages

Integration into the business was quite straight forward. Many customisable features to tweak it to the company needs and for reporting. Overall a very powerful too for any organisation.

Inconvénients

Not a bad thing, but you can get lost in customisation.

Avantages

Cherwell is very through and can support many types of help tickets for all types of support events. I specifically like the ability to past in screen shots from clients and the ability to rout the ticket to a specific person or team for support. It is easy to search for tickets and keep your support organized.

Inconvénients

The dashboard can look busy and is difficult for newer users to navigate. Training is necessary for new users as there is a bit of a learning curve.

Avantages

There isn't anything I DO like about this software.

Inconvénients

It's slow, clunky, looses my actions constantly. Submitting a change request is an arcane ritual of pain and suffering to ensure it gets through all the channels.

Avantages

Powerful and flexible. Great dashboards and reportts.

Inconvénients

Allows you to implement poorly if you don't follow best practices. The look and feel of Windows client is a bit dated and needs refreshed.

Avantages

It's codeless and super friendly

Inconvénients

I don't have any cons at this point

Avantages

Easy to use and customize. Extremely scalable without the need of costly vendor or 3rd-party professional services.

Avantages

Easy to customize and develop new business processes

Inconvénients

The portal needs to be responsive - the objects are currently static.

Avantages

It can do anything, it is very customizable, it has an out-of-the-box fully working self-service portal, and my users love it!

Inconvénients

The web interface could get some more love. Currently it's a web view of the hard client view, whereas I'd like it to use more of what web browsers and languages can currently offer.

Avantages

Issues that are raised are addressed very quickly.

Inconvénients

The hosted solution has had some performance issues. We expect this to not be an issue when moved to AWS

Avantages

Best thing about this tool is everything is at one place, change request,incidence ticket , knowledge ticket, etc. The search option is good, only request number is required and it gives you all tickets and referred tickets from that request number. Also it is easy to use. User friendly GUI.

Inconvénients

As of now there is nothing that comes in this section. All features are good.

Avantages

Keeps track of incidents and cases that have been created and we use this to help people with any kind of trouble tickets

Inconvénients

It's very hard to integrate with. The options don't always work and once the incident has stayed you can find that it doesn't exist even if it has numbers. The customer reps aren't always helpful

Avantages

flexible, easy to upgrade, complete vendor support

Inconvénients

After version 7, the theme colors were removed.

Avantages

Easy to use once you are trained. Easy automation.

Inconvénients

Can be difficult to work around the "codeless" design for those with coding backgrounds

Alternatives envisagées 

Pourquoi passer à Cherwell Service Management

Avantages

Cherwell is great from an end user point of view. Provides the functionality to create tickets and work though an escalation flow with ease.

Inconvénients

It is very tedious to setup with many manual steps required. To do small things like set up a dashboard multiple mini steps are required.

Avantages

Looks to be very flexible, I'm a user rather than setting it up but the forms look like they are very easy to set up and you can pretty much do whatever you need as part of getting the right information for the ticket being logged.

Avantages

Easy to use for the end user

Inconvénients

1st level of Support is not as knowledgeable they need to be when calling in for assistances.

Avantages

It can be configured in almost unlimited ways.

Inconvénients

The features are so robust, sometimes I need assistance to find where to configure a tool.

Avantages

Great way to organize and track customer data requests for IT team. My workplace is rather large so we have many groups that are responsible for various platforms, reports, permissions etc and cherwell allows for tickets to be tracked and rerouted.

Inconvénients

It can be difficult to see the emails that have happened on a ticket. I wish the interface was more customizable for the end user.

Avantages

Works as expected. Easy to configure and is very intuitive.

Inconvénients

Not really a "con", but our users are always coming up with new ways to use Cherwell.

Avantages

Dashboard Management

Inconvénients

Admin tool, could be easier to use. But may also simply be lack of training on my end.

Avantages

Flexibility and integrations

Inconvénients

Mobile client

Avantages

It's extensibility. There hasn't been anything that we haven't been able to find an answer for so far.

Inconvénients

Some current challenges with multiple developers working simultaneously. The DEV leadership at Cherwell is currently working to resolve this challenge.