Cherwell Service Management

4,3
Gesamtbewertung
Bewertungen

4,3
Gesamtbewertung
Bewertungen

Über Cherwell Service Management

Cherwell Service Management ist eine cloudbasierte IT-Service-Management-Lösung, die IT-Teams in Unternehmen bei der Implementierung, Automatisierung und dem Upgrade von Dienstleistungen und Unterstützungsprozessen unterstützt. Cherwell Service Management unterstützt die Anpassung von Prozessen, sodass die Abteilungen die Lösung an ihre eigenen Workflowprozesse anpassen können. Die Lösung stellt den Nutzern mehrere ITIL-geprüfte Prozesse wie das Management von Vorfällen, Problemen, Anforderungen und Ereignissen bereit. Außerdem können Nutzer die ITIL-Service-Transition-Prozesse nutzen, einschließlich Änderungs-, Konfigurations-, Freigabe- und Bereitstellungsmanagement. Cherwell Service Management stellt ein IT-Self-Service-Portal bereit, das die Erfüllung von Anforderungen automatisiert und mehrere unabhängige Portale an einem einzigen Standort konsolidiert. Das Dashboard ermöglicht es den Nutzern, Trends zu erkennen, Engpässe zu beseitigen und die Richtlinien für die Erbringung von Dienstleistungen einzuhalten. Cherwell Service Management ist in einem Abonnementmodell erhältlich, das basierend auf der Nutzung bezahlt wird. Gegen eine einmalige Gebühr ist auch eine unbefristete Lizenz erhältlich, falls Unternehmen den On-Premise-Einsatz wünschen. Unterstützung gibt es per E-Mail, Telefon, in Webinaren und in der Online-Community von Cherwell.
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Cherwell Service Management Preis

Cherwell Service Management bietet eine Gratisversion. Die kostenpflichtige Version von Cherwell Service Management ist ab 189,00 $/Monat verfügbar.

Startpreis:
189,00 $/Monat
Kostenlose Version:
Ja
Kostenlose Testversion:
Nein

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Nutzerbewertungen zu Cherwell Service Management durchsuchen

167 von 167 Bewertungen
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Amit
Amit
  • Branche: Krankenhausversorgung & Gesundheitswesen
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
3
Bedienkomfort
3
Kundenbetreuung
4

4
Bewertet am 26.8.2022

Cherwell - A Good Service Management Tool

Overall Cherwell is a good ticket management tool, helps in managing daily case loads , reports for overall details analysis and other traction efforts.

Vorteile

Cherwell as a ticket management tool gives some good features like groupings, report generations and even timely email sending options which works well for day to day tasks.

Nachteile

We noticed sometimes the tool crashes but it gets up fast when contacted with respective people who maintain it.

Cosmin
  • Branche: Versicherung
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Wöchentlich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
5

4
Bewertet am 22.1.2025

Cherwell User

User, I query Cherwell for specific condition tickets, reporting.

Vorteile

Easiness to search for tickets by name, number, etc

Nachteile

Reporting is not very user friendly. Printing a ticket does not capture attachments.

Verifizierter Rezensent
  • Branche: Hochschulbildung
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
3
Bedienkomfort
1
Kundenbetreuung
0

2
Bewertet am 31.1.2019

Standard functionality but horrible UX

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.

Vorteile

Help desk tickets are tracked
Released changes are tracked

Nachteile

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

Verifizierter Rezensent
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
5
Bedienkomfort
4
Kundenbetreuung
4

5
Bewertet am 1.10.2019

Great product with high upside

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

Vorteile

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

Nachteile

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

In Betracht gezogene Alternativen

ServiceNow Customer Service Management

Gründe für den Wechsel zu Cherwell Service Management

Better interaction with the Cherwell team, better customization.
André
André
  • Branche: Chemikalien
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
5
Bedienkomfort
4
Kundenbetreuung
4

4
Bewertet am 8.10.2021

A good and reliable ticket management system

Good experience, the ticket management, the SLA tools, the filter tools, the access control and the idea of cloud based solution are very good differentials compared to the other solutions on the market, also it is reliable, on these 3 years using the solution, I could not remember any interruptions. Last but not least, the possibility to customize the solution, going through the development directly on the code is awesome, if the company has a programmer or a devolopment team, it can be totally customized for the company.

Vorteile

It is reliable to manage your tickets, the SLAs, the escalation plans, everything works perfectly right. Therefore, the option to use the asset management is pretty interesting as well and you can access it from anywhere without you have an infrastructure, it is totally on cloud. Another plus about the software, is the possibility to customize it, according to your company, if you have an development team.

Nachteile

Some features, like the agent to inventory the assets, needs to be bought apart from the software, it is something that would be really useful if it came together with the bundle.

Douglas
Douglas
  • Branche: Hochschulbildung
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
4
Kundenbetreuung
5

5
Bewertet am 21.5.2020

Very effective ticketing system

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

Vorteile

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

Nachteile

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.

Mark
Mark
  • Branche: Hochschulbildung
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Wöchentlich für 1-5 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
3
Bedienkomfort
1
Kundenbetreuung
0

2
Bewertet am 25.9.2020

Clunky and poor user interface

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

Vorteile

Users can create a case via emails and can be updated on the progress of the case via emails. Ability to re-assign ownership to tasks when necessary. A dashboard, while not terribly elegant looking, does provide insights into open cases within a users area. Ability to send the ticket to Salesforce, which is a far superior case management system. "Incident actions" allow users to nominate a case for a knowledge base article though we've not used this feature yet.

Nachteile

The interface is clunky at best and unusable at worst. It feels and looks like a piece of software built in the 80's. Once a user clicks into the case they've been assigned, it becomes very difficult to get a complete view of the thread and what has been worked on. There is simply too much going on within the cases screen itself. New users will surely be overwhelmed as they use the system for the first several months. They will likely find themselves gravitating towards the email and subsequent threads that started the case.

Chris
Chris
  • Branche: Bildungsmanagement
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
5
Bedienkomfort
4
Kundenbetreuung
4

4
Bewertet am 2.10.2019

Very cutomizable, and no coding!!

Vorteile

Very customizable, and no coding!! Easy to use

Nachteile

It's a bit buggy and there are some quirks that require adjustments

Denise
Denise
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
0

5
Bewertet am 24.7.2018

I used Cherwell as a client is enjoyed it

Vorteile

Cherwell is easy to use and set up. Creating multiple threads for multiple projects is a plus. Its easy with adding or removing participants to the threads.

Nachteile

Cherwell has no real cons in its software or platform. I have had no issues that I can report. Its just a great software and I enjoy using it.

George
George
  • Branche: Hochschulbildung
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 1.10.2019

Cherwell is Great

Vorteile

Ease of administration and support when issues arise

Nachteile

Many options. Difficult to decide where to go next

Jesus
  • Branche: Lebensmittelproduktion
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Täglich für Kostenlose Testversion genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
0

4
Bewertet am 27.9.2023

colioman

Vorteile

It is a tool that allows me to know the productivity of my staff, follow up on all support requests in the company

Nachteile

Existe poca información para usar el software.

Alex
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
5
Bedienkomfort
4
Kundenbetreuung
5

4
Bewertet am 3.8.2022

Feature rich and customizable

Vorteile

Very much aligned with ITIL which is what our company is focused and built around.

Nachteile

Can be clucky at times, but that can be fixed with better customization.

Jamie
  • Branche: Einzelhandel
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 5.10.2016

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.

Vorteile

Configurability, flexibility and ability to expand beyond IT.

Nachteile

The report writer is difficult to learn and understand.

Chris
  • Branche: Bankwesen
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 4.10.2016

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.

Vorteile

The product allows for a high level of customization and is very easy to use, both from user and administrator standpoints.

Nachteile

The built in report writing leaves something to be desired. However, reporting through dashboards and searches within the system is a great alternative.

Catie
  • Branche: Maschinerie
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 5.10.2016

Cherwell - The Best

We implemented in 2014, and it was the best decision we could have made. Cherwell is great. It gives us the functionality that we need, and we don't have to be programmers to make changes. It offers integration with so many other applications. It can be used for so many different uses. It goes above and beyond our expectations, and we have been able to use it for more than just IT. We only wish we would have found Cherwell sooner.

Vorteile

The fact that it has so much functionality, and you don't have to be a programmer to make changes.

Nachteile

There's almost too much you can do with it, and not enough time to accomplish it all.

John
  • Branche: Anwaltskanzlei
  • Unternehmensgröße: 5.001–10.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 5.10.2016

Unparalleled Flexibility

The application allows non-developers to create their own scenarios and solutions, and engage your users with highly-configurable dashboards, reports, and forms.

With some more advanced knowledge, you can easily turn a basic ticketing system into a full-featured platform for your company.

Vorteile

The flexibility and ease of use. The licensing model is extremely flexible and makes sense in nearly every business case.

Nachteile

The depth. While this isn't generally considered a negative, the software is so deep that you tend to realize there are a half dozen ways to do the same thing, and if you're of the mindset where you constantly tweak your apps, you'll always find a better way to do something, even if you don't have the time/resources to do so.

Catherine
  • Branche: Hochschulbildung
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
3

5
Bewertet am 1.10.2019

Cherwell

Vorteile

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

Nachteile

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

Forrest
  • Branche: Krankenhausversorgung & Gesundheitswesen
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
1
Bedienkomfort
1
Kundenbetreuung
0

2
Bewertet am 11.7.2019

Bane of my existence

I would seriously consider NOT working for a company that uses this software for change control.

Vorteile

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

Nachteile

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.

Delcia
  • Branche: Übersetzung und Lokalisierung
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 5.10.2016

Once you go Codeless you'll never go back

Cherwell has allowed our I.T. to really mature our IT and Business processes. We have made huge gains in providing our I.T. department with dashboards that provide real-time information. We no longer spend hours gathering reporting information. With Search Manager and Report Manager, you'll wonder how you ever did with out these. They are huge time savers and the best part of working within Cherwell Service Management is that you don't have to rely on Vendor support or Developers to re-customize and configure. It's all at your fingertips. Cherwell has certainly made our lives easier. We are looking forward to future gains that can be made with this super great ITSM tool.

Vorteile

It's codeless and super friendly

Nachteile

I don't have any cons at this point

Kevin
  • Branche: Hochschulbildung
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
4
Kundenbetreuung
4

5
Bewertet am 4.10.2016

Cherwell for Change Management

We did our implementation of Cherwell in an unconventional way. We started with the Change Management module because that is what we needed the most. From there we tackled Problem Management and then Incident Management. It was amazing how quickly we got Change Management working for Calvin IT. We did not have C.M. before so this was not only a technology project but also a culture change. Cherwell Software provided both a easy starting point out of the box and a easy path to make the changes we needed. The quick win in Change Management allowed us to tackle Problem and Incident with great momentum.

Vorteile

Easy to customize and develop new business processes

Nachteile

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

Swetha
  • Branche: Hochschulbildung
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
1
Funktionalität
2
Bedienkomfort
2
Kundenbetreuung
1

2
Bewertet am 14.5.2018

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

Vorteile

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

Nachteile

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

Jason
  • Branche: Einzelhandel
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 2.10.2019

Great product!

Very good

Vorteile

Easy to use once you are trained. Easy automation.

Nachteile

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

In Betracht gezogene Alternativen

ServiceNow Customer Service Management, Freshdesk und IFS assyst

Gründe für den Wechsel zu Cherwell Service Management

Price, features
Sean
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
3

4
Bewertet am 19.7.2017

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.

Vorteile

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.

Ray
  • Branche: Bildungsmanagement
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 5.10.2016

My Favorite Toy

If I can dream it, I can configure it in Cherwell. I love to describe it as playing a chess game with 5,000 pieces. My colleagues repeatedly ask, 'Can this be done? My usual response: give me 5 minutes and I will roll it out.

Vorteile

It can be configured in almost unlimited ways.

Nachteile

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

Anthony
  • Branche: Bankwesen
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 4.10.2016

Best ITSM Tool Around

I've used/demo'd several different ITSM tools and Cherwell is by far the easiest to use and admin. My favorite part of this product is the Dashboard Manger. Creating intuitive dashboards has never been easier.

Vorteile

Dashboard Management

Nachteile

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

Nneka
  • Branche: Gesundheit, Wellness & Fitness
  • Unternehmensgröße: 5.001–10.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
4

4
Bewertet am 26.1.2025

Cherwell is an Efficient Service Management Tool

Overall, I've had a good experience with Cherwell. Using it efficiently was definitely a learning curve, particularly when transitioning from the previous service management platform. Initially, I had to get used to finding journal notes and comments, but now I am quite comfortable using Cherwell.

Vorteile

The feature I like most about Cherwell is it's workflow management feature for IT change controls. This feature has been extremely helpful, especially when managing normal, and emergency changes to any of the IT systems in my organization.

Nachteile

Sometimes, when documenting closing comments for a service request, Cherwell times out, and I have to document the comment again.

Hector
  • Branche: Gastgewerbe
  • Unternehmensgröße: 5.001–10.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 26.11.2024

cherwell ITSM la mejor herramienta

nos parecio una de las mejores herramientas para poder llevar el control de nuestros incidentes y requerimientos, y control de cambios.

Vorteile

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

Nachteile

que se requiere un expertis amplio para poder generar desarrollos

Jennifer
  • Branche: Buchhaltung
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Monatlich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
3
Funktionalität
3
Bedienkomfort
3
Kundenbetreuung
4

3
Bewertet am 30.1.2025

Cherwell User

Vorteile

A software tool to use for issues with your computer, system outages, request for IT hardware or software, etc.

Nachteile

There is not really a good way to track the ticket when it is submitted and does not alert you by email of the status.

Verifizierter Rezensent
  • Branche: Finanzdienstleistungen
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
4
Bedienkomfort
3
Kundenbetreuung
2

4
Bewertet am 20.5.2021

An all-in one service management package that works but has issues

Overall, Cherwell Service Management has fulfilled its requirements. However, upgrades are finicky and deep customization really can take a lot of work. Some of them are straight forward and some really require a lot of time to get going, more so than you would expect for similar products. (Similar product are, less customizable, however, take less of a lift on what you can do with them which is a trade-off you need to understand going into it.)

Vorteile

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.

Nachteile

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.)

Cliff
  • Branche: Verbraucherdienste
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
4

4
Bewertet am 14.3.2019

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.

Vorteile

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.

Nachteile

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.

Verifizierter Rezensent
  • Branche: Hochschulbildung
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
5
Bedienkomfort
4
Kundenbetreuung
5

5
Bewertet am 13.2.2019

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.

Vorteile

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.

Nachteile

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.

Verifizierter Rezensent
  • Branche: Essen & Trinken
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
3
Funktionalität
3
Bedienkomfort
3
Kundenbetreuung
5

4
Bewertet am 21.5.2020

Excellent help desk product

I've been working with Cherwell for 4 years. The product is extremely stable and safe. Through personalized screens it is possible to have a complete view of the activities that are being requested by priority, demand and responsible.
To search for an extended call, the tool has quick and well-designed consultation screens.
I also manage the process changes using the tool.

Vorteile

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

Nachteile

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.

Robin
  • Branche: Staatsverwaltung
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 6.10.2016

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.

Vorteile

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.

Nachteile

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.

Maizy
  • Branche: Religiöse Einrichtungen
  • Unternehmensgröße: 11–50 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
5
Bedienkomfort
4
Kundenbetreuung
0

5
Bewertet am 29.5.2022

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.

Vorteile

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.

Nachteile

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.

Verifizierter Rezensent
  • Branche: Rundfunkmedien
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
4
Bedienkomfort
2
Kundenbetreuung
0

3
Bewertet am 29.7.2021

Cherwell and its uses...

Vorteile

Configurability. It is highly configurable.

Nachteile

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

Jason
Jason
  • Branche: Konsumgüter
  • Unternehmensgröße: 5.001–10.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
3
Funktionalität
4
Bedienkomfort
3
Kundenbetreuung
4

3
Bewertet am 12.9.2017

Implementing Cherwell took longer than expected but the results were worth the wait.

Vorteile

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.

Nachteile

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.

Verifizierter Rezensent
  • Branche: Konsumgüter
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
5
Bedienkomfort
4
Kundenbetreuung
3

3
Bewertet am 6.2.2018

Cherwell was decent but with too much customization it become cumbersome and clumsy.

The best benefit is the ability to create and track tickets for your Service Desk, I would warn that you try to use it as out of the box as possible.

Vorteile

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.

Nachteile

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.

Austin
  • Branche: Finanzdienstleistungen
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für 1-5 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
3

4
Bewertet am 28.6.2019

Highly customizable but watch for bugs

In the grand scheme of things, the software works very well. We are able to tailor it to meet our requirements for separating Incidents and Service Requests without too much of a learning curve. This has allowed us to obtain accurate metrics that were previously unavailable. The ability to customize everything has also opened up options for other teams to use the software instead of relying on email because other ticketing systems are too restrictive.

Vorteile

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.

Nachteile

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.

Verifizierter Rezensent
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
1
Bedienkomfort
1
Kundenbetreuung
0

2
Bewertet am 9.9.2019

Requires alot of cutomization

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

Vorteile

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

Nachteile

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.

Verifizierter Rezensent
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
4
Bedienkomfort
4
Kundenbetreuung
5

4
Bewertet am 23.3.2018

Ability to customize but not always in an optimal way

A consistent and streamlined presentation of employee service responses across multiple departments in our organization.

Vorteile

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

Nachteile

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.

Abby
  • Branche: Bildungsmanagement
  • Unternehmensgröße: 51–200 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
3
Funktionalität
2
Bedienkomfort
3
Kundenbetreuung
2

2
Bewertet am 23.5.2022

Cherwell is ok

Vorteile

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

Nachteile

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.

Verifizierter Rezensent
  • Branche: Krankenhausversorgung & Gesundheitswesen
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für 1-5 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
5
Bedienkomfort
4
Kundenbetreuung
4

5
Bewertet am 2.4.2021

Cherwell ITSM very customizable

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

Vorteile

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

Nachteile

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.

In Betracht gezogene Alternativen

ServiceNow

Zuvor genutzte Software

SysAid

Gründe für den Wechsel zu Cherwell Service Management

Pricing
Clayton
  • Branche: Hochschulbildung
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Wöchentlich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
3
Kundenbetreuung
5

5
Bewertet am 11.8.2020

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.

Vorteile

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.

Nachteile

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.

DILIP
DILIP
  • Branche: Finanzdienstleistungen
  • Unternehmensgröße: 501–1.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
3
Funktionalität
4
Bedienkomfort
3
Kundenbetreuung
3

3
Bewertet am 20.11.2018

Cherwell Review

Vorteile

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.

Nachteile

Performance point of view it's little slow.

Niru
  • Branche: Automotive
  • Unternehmensgröße: 201–500 Mitarbeiter
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
3
Funktionalität
4
Bedienkomfort
3
Kundenbetreuung
0

4
Bewertet am 19.12.2019

CRM Software used for Helpdesk

Overall, cherwell has allowed our team to collaborate on many levels across the organization. We can create,track, monitor and assign problematic cases that come to our helpdesk from clients so we can best assist them and find a resolution.

Vorteile

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.

Nachteile

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.

Jennifer
  • Branche: Informationsdienst
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
5
Bedienkomfort
4
Kundenbetreuung
3

5
Bewertet am 6.10.2016

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.

Vorteile

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.

Nachteile

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.

Robert
  • Branche: Informationsdienst
  • Unternehmensgröße: 5.001–10.000 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
3
Bedienkomfort
4
Kundenbetreuung
3

4
Bewertet am 5.10.2016

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.

Vorteile

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

Nachteile

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

Derek
  • Branche: Informationstechnologie & -dienste
  • Unternehmensgröße: 10.000+ Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
5
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
5

5
Bewertet am 5.10.2016

Total Cost of Ownership is the best in the industry

We had several systems at our company of the last few years. We have 20,000 users and over 400 locations spread throughout the world. We have used Lotus Notes, Heat, IBM Smart Cloud Control Desk.

We went through major consolidation efforts for tools, people and processes. We are in the middle of a massive IT Transformation.

We evaluated ServiceNow and Cherwell very closely with test instances in our organization. From easy of setup, use and administration Cherwell blew away ServiceNow. Continual Professional Services are costs not usually highlighted in initial sales meetings. With Cherwell, we are able to significantly decrease our 3rd party Professional Services costs.

The licensing costs are much less expensive. With ServiceNow, you have to pay for modules as your organization matures and finds value in these new features. This is not the case with Cherwell.

From easy of use, functionality to customer support and costs, there was not comparison. Cherwell blew away the competition and continues to do so.

Vorteile

Easy of use and intuitive nature.

Nachteile

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

Verifizierter Rezensent
  • Branche: Bildungsmanagement
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
0
Funktionalität
5
Bedienkomfort
5
Kundenbetreuung
0

5
Bewertet am 8.4.2021

Consistent Reliability and Functionality

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

Vorteile

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.

Nachteile

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

Verifizierter Rezensent
  • Branche: Baumaterial
  • Unternehmensgröße: 1.001–5.000 Mitarbeiter
  • Täglich für 6-12 Monate genutzt
  • Quelle der Bewertung
Preis-Leistungs-Verhältnis
4
Funktionalität
4
Bedienkomfort
3
Kundenbetreuung
4

4
Bewertet am 19.10.2017

An impressivly smooth operating system.

Vorteile

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.

Nachteile

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.

167 Bewertungen

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