Cherwell Service Management Erfahrungen

Cherwell Ticketing Software

Cherwell has been great overall. Have used it for around 3 years and have had almost no functional issues with it during that time.

High level of accurateness and flexibility

Cherwell Software offers one ITSM product which is aimed at companies with medium and high level of maturity. If you are interested in integrating a flexible and adjustable solution in your organization, then Cherwell Service Management is exactly what you require.

Requires alot of cutomization

Software needs a lot of backend work and creates more issues then it resolves.

Best ITSSM Platform - Indespensible in Delivering Our Services

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.

Enterprise-Level Ticketing System

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.

Cherwell is a great ITSM that is easily expanded to the Enterprise

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.

Cherwell is a powerful, flexible software that is great out of the box

We did not have an ITSM software in place prior to implementing Cherwell, so we did not come in with any preconceived notions. The implementation was smooth and the PSO helped us customize the software during the process. I have found it to be very easy to maintain, upgrade, modify, and enhance. The Cherwell customer community is vibrant and the company listens and incorporates ideas and requests from its user base. Support is very friendly and helpful, and always willing to help me with implementing any ideas I come up with. I also very much appreciate their emphasis on participating in their community and supporting organizations who have a positive impact on our world.

Cherwell has changed my career life.

Using Cherwell has been great because I have gotten to learn a new software product and how to develop in it, whereas before I was sort of stuck not doing any development work for years. CSM has challenged me to learn more and stretch boundaries in planning future projects for more innovative development, as well.

Consistent Reliability and Functionality

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

Clunky and poor user interface

Have not enjoyed my experience with this product. The software feels antiquated and out of date.

Widget disparity between client application and web browser

All widgets are available in both the client and web parts of Cherwell, however, the widgets viewed in a web browser lack the same visual quality that you see in the client. Mainly graphs and grids differ between the client and web so much so that either widgets are doubled to accommodate the differences or separate dashboards entirely.

A lot of features and functionality, plus easy to configure.

I was involved in the selection process, we met with CA, ServiceNow, Landesk, and two others. Cherwell hands down was the best we viewed because of what you get out of the box, the ability to make tweaks, those tweaks do not get in the way of upgrades, upgrades are rather easy and painless, they have other functionality that will bolt on to the tool by simply importing a file, it is offered at a fairly affordable price although I think all vendors quotes we received were expensive in my book but what can you do, in this case Cherwell was lower than others, and unlike some their licensing model is a blessing.

Easy to manage your change management

Configuration is easy; Workflow is very easy to configure. Good documentation & training is available online.

Excellent Service Management Software

Cherwell is an excellent service management platform and can be used for just about anything you want to track and record. My organization started using it for ITSM and has expanded to volunteer management, project management and time tracking. The tool takes time to learn but after you understand the principles almost anything is possible.

This is our ticketing system

We track trouble tickets and have cases that are attached to the tickets that way we can keep track of work

Excellent Product, Excellent Company

Cherwell is a great company to work with, they are responsive and never leave you hanging. The product is very flexible, we went from a NO organization to a YES organization. When we have requests for functionality we can meet our customers needs using Cherwell. The code-less platform is a great way to customize the program and not hamper our ability to upgrade to the latest version.

Cherwell is ok

Great software, great company.

We've been using Cherwell for two years, and I still feel we've made the right choice. Its OOTB is excellent, and the ability to customize and expand the capabilities is great.

Flexible and plays well with others

CSM offers a truly flexible platform that allows mapping your business processes regardless of complexity or size. This enables your work flow, not what just the tool does. CSM also integrates with any REST api as well as offering its own. So what ever you want to do is possible.

Cherwell Review

Cherwell is the CRM being used to track ticket submissions and acts as a KCS tool.

The best way to manage inventory and tasks.

We have the ability now to easily keep an eye on all service requests from any client at any time. It is very helpful to be able to pull up any information about a request from any machine so that our team can work together.

Used for tracking our incident, service request and change management

Able to quickly create new incidents, service requests or change requests that can then be sent to the right people for action or approval.

Cherwell and its uses...

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.

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.