Cherwell Service Management

Lots of Features.

The ticketing function is working as expected. The software is functional.

Cherwell Service Management Is an excellent, scalable ITSM tool.

Cherwell deployment and implementation went reasonably well. More requirements assessment and UAT on the front end would have been better. A great tool for ITSM.

To the future with Cherwell

We have implenented Cherwell 3 years ago, that was the 4.30 version. We have made a lot of customization and now we have 8.2.1 version there were any big problems with the upgrade, this is what other softwares can't do :)

Cherwell review

We have been a customer for 4 years. Ease of use is a big plus. Not losing your customizations after an update is wonderful. We have expanded our package to other departments over the last 4 years.

Deployment in large global FMCG

Started implementing in early 2016 for multiple business service units HR, Finance and IT finance and IT and now live for all. Approximately 3500 resolvers and agents (including third party outsourcers) and a user base of 50,000 internal consumers.

Cherwell Review

Great Customer Service. Would like to see a responsive web portal. But overall software ease is nice. and Great tool for our organization.

Cherwell Review from Cherwell Conference

This has been an amazing experience. Very informational and well presented. I am excited about attending next year as well!

Great Product

Great

Truong Review

I like the software and flexibility features. I am looking forward to add new usage and functions out side of ITSM.

Great product out of the box

We implemented out of the box and have been able to use the application from day 1 after a 3 week implementation. What is even better is the flexibility of customizing the application in any way and even outside of ITSM.

Customer focused software

Cherwell as a platform is fully customizable and almost limitless in what it can achieve. Cherwell as a company is a user focused support network made up of great employees and a community of peers who are always willing to help.

Perfect Solution

Whether you want a quick implementation OoB or a structure system to completely personalize for your firm, Cherwell has the tools necessary to track and manage your services.

Easy to use and easy to be productive

I find the software tool is so robust and easy to customize. Out of the box is great, but there is so much more magic you can do to make your team productive.

Most flexible

Our ERP of IT and moving beyond IT. Many simple out if the box features or easily create your own with basic knowledge.

Cherwell software

Overall the software is very flexible. I really enjoy the web service integration. I was able to get dell warranty data from the dell web service and populate CMDB

Cherwell can be awesome

Cherwell seems to have a lot of awesome features. Implementation is a problem at a big institution such as ours.

Cherwell is changing the way we deliver IT

The service portal allows us to bring together our disparate forms and request processes into one central service request portal. This has, and will continue, to reduce the user request impact on the help desk. It also allows us to begin to provide our users with an "Amazon-like" experience. Anything is possible with the Cherwell Service Request Portal!

Proven system for years.

Cherwell is a very robust ITSM and beyond IT software

This is a great tool that has allowed us to exceed our initial goals of ITSM needs. We have been looking at other areas to use the tool

WU Choice of the year

Cherwell is a very nice tool compared to others that I have used. Our company has had a few rough times lately but the Cherwell team was there all along the way.

This is the WORST helpdesk/itsm product on the market

Worst commercial software platform I have ever seen.

Cherwell Service

This has been by far the easiest ITSM toolset to implement and configure than any previous toolset that I have implemented.

Great Company to work with

The people assigned to our implementation have worked very closely with us, been very attentive to our needs, and worked very hard to meet those needs. We've had challenges as every large scale implementation does, but they've worked with us to solve those problems every step of the way.

Decent ticketing system

Cherwell is the Greatest

This software is user friendly and easy to customize. This is a quality application that does much more than incident management.

Cherwell Evaluation

CGC16 Review

Software has been excellent for our university. We recently finished the implementation and went live before the start of the school semester. It was an easy transition as we had been previously using a frontrange product which had a lot of similar features. We are a few months in now and we feel like we're just scratching the surface of of the software!

Being new to the software this is also my first Cherwell conference and it is well beyond expectation. It is an extremely positive environment that and everyone is very friendly. I look forward to coming back and working more with the software!

Super flexible!

Cherwell has the capability to be used in a variety of ways and is easily customized. It has tremendous flexibility.

A tool to make your Organization grow

This tool will allow you to focus on your key objective of you business, as it allows for process flows and management, which would usually take many productive hours. A suggestion is to make sure you have a plan in place and goals to measure delivery.

Robust Product

My experience with Cherwell is that it is very intuitive and a breeze to navigate through. Implementation can be as basic as Incident Management, or to include the whole suite of features and fuctionality. Cherwell training is engaging and concise, making for quick and easy answers to questions.

Best ITSM system in the market

Everything is configurable in Cherwell so you don't need any code skills.
It integrates well with other systems and is low cost.

Great Support for Smaller Orgs

We recently implemented Cherwell. We love the product and the support has been wonderful. Setting up can be complicated but their training is above others. Their staff has been great. Only downside I think is you can't get the rich client native on Mac OS.

Service Management built to support your structure without the need to compromise

The best thing I have experienced in moving to Cherwell is we did not have to build our internal processes around what the software is capable of doing. The beauty in Cherwell is the flexibility to build and shape it however you wish to support your infrastructure. Your service desk your way

Heading into a great direction with Cherwell.

Came into the Cherwell project late in the project. However, my experience with then so far has been great. When talking to support they are willing to spend the time and make sure I understand. Excited about joining a user group to learn more about the product.

Awesome product

Codeless technology is exceptional. Upgrades are very cost effective because they dont break things.

Great product!

ITSM baked in

In a previous job for another organization, we used Cherwell as helpdesk software. It can do much more, however: CMDB, etc.

Great Transition

Currently implementing Cherwell, coming from a BMC solution. As the Cherwell Administrator, I found the the admin client a little different to navigate at first. However, once I became comfortable in the tool, I was very pleased in the actual ease of use and the power of it. I am able to do things in Cherwell that I never could in our previous solution. I look forward to unlocking even more of its capabilities.

You can implement fast, but should you.

We were challenged with implementing Cherwell very quickly before our last ITSM tool contract expired. We had 8 weeks to implement incident, problem and change. We were able to do this, but it did not give us the time to build out the tool the way we would have liked before rolling it out. We spent a lot of time finding bugs as our users were in the tool. We are learning together, but the differences between the client and the browser has caused several implementation setbacks and even caused some lost of trust with our IT team members.

Browser/Rich Client Parity

We were forced into a VERY short implementation which could account for many of our struggles in getting off the ground. but moving forward, the disparity between the browser and rich clients has been the number once source of our issues. From not being able to reliably send emails to flat out not being able to sue certain functionalities. Being a university, we are BYOD so we can not mandate people use windows, so being able to use the software on any device has been a struggle for our users for the switch.

Great Management Software

Cherwell is a great tool to use and stand up for use. This is a highly recommend software. The field and help desk love this

Cherwell Rocks

Cherwell helped with automating a lot of our operations which helped save our corporation time and money.

Cherwell Service Management

The corporation I am a member of is a new customer of CSM. The Cherwell Team stood by it's statement that their customer's are important to them. We had some bumps along the way with an external consultant and when we asked Cherwell to help, they stepped in and got us back on track. For the first time, I am able to have confidence and ability to say "yes" our ITSM tool has the capability to achieve what is requested.

It took awhile to get the hang of it but once it made sense, it got better to work with.

Cherwell Review. Great Experience so far.

New Cherwell Customer

We just made the decision to implement Cherwell Service Management to replace our existing system. Throughout the RFP process, they were the leading vendor. They have the functionality and flexibility we need, but most importantly, their sales, engineering, and support teams are very customer focused and honest.

Lovin' Cherwell Service Management!

Vetting the application we saw an incredible application that would serve our current needs as well as allow for ample growth for our IT Operations as well as HR and possibly other departments within our company.

Excellent implementation and no developers required

Easy experience with implementation, using both Cherwell and third-party professional services. Their no-coding platform really doesn't require coding (!) and the billing model for concurrent use is what really sealed the deal.

cherwell

Full Function Fun

After months of research found the software that not only met our needs and delivered the requirements but did it with ease. User interface is simple and clear, admin functions are truly easy without the need to code. All this at a prices that is reasonable and sale able to the purse holders.