Cherwell ITSM (BYOL)
Cherwell Software | 9.7.1Windows, Windows Server 2016 Base 10.0.14393.3542 - 64-bit Amazon Machine Image (AMI)
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Cherwell great for automation
What do you like best about the product?
Cherwell has been great in automating our processes across the ITSM board.
What do you dislike about the product?
The only thing that is frustrating is the maintenance with multiple developers. It is easier I think with less than more.
What problems is the product solving and how is that benefiting you?
We are more streamlined. It's great having all ITSM tools under one umbrella.
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Fantastic Option for growth
What do you like best about the product?
Cherwell gives you all the tools you need to be able to grow and adjust your business year over year.
What do you dislike about the product?
Cherwell does take some time to configure and adjust it to your needs, but any software does. This one provides you the tools to do that in an easy to learn package, no coding knowledge needed.
What problems is the product solving and how is that benefiting you?
The self service portal is amazing and has been a big help to us in reducing help desk calls.
Thrilled with our Cherwell Choice
What do you like best about the product?
Quickly replaced our former ITSM product and able to now customize in-house. The sky is the limit!
What do you dislike about the product?
Knowledge Searching - they are working on it
What problems is the product solving and how is that benefiting you?
Able to automate, increase value without additional cost
ITIL was never so easy
What do you like best about the product?
Ease of use and configuration, we were able to customize where needed without much difficulty.
What do you dislike about the product?
Display sometimes not accurate, text can change size without intervention from user.
What problems is the product solving and how is that benefiting you?
Ticket management and knowledge exchange
Cherwell is a one stop integration solution
What do you like best about the product?
The robust API allows us to easily pull information from it to integrate with our other systems
What do you dislike about the product?
There is nothing in specific at this time that I can think of.
What problems is the product solving and how is that benefiting you?
Integrating all business units into a single solution to streamline resolutions.
Implementation Could Have Been Better
What do you like best about the product?
It handles incident and problem really well. The ability to customize the software
What do you dislike about the product?
Some of the integrations do not work as easily as advertised
What problems is the product solving and how is that benefiting you?
Becoming an ITIL ITSM based organization
Recommendations to others considering the product:
Make sure you have your own processes defined ahead of time. Know your scope and stick to it. Get the basics completed first and then work on the integrations
CSM Saves the Day
What do you like best about the product?
The ease of administration and support from Cherwell
What do you dislike about the product?
There are many solutions so it is sometimes difficult to decide where to go nerxt.
What problems is the product solving and how is that benefiting you?
Customer service. Our customers now have one place to report issues and request services
Bringing disjointed company segments together
What do you like best about the product?
The ability to customize Cherwell and create different business objects for the different departments within the company is a must have for cross-functionality.
What do you dislike about the product?
Nothing truly to dislike - the largest issue for us has been implementation and integration, which is complex for any organization.
What problems is the product solving and how is that benefiting you?
Disjointed departments within the company. The goal is to be able to move away from other ticketing/csm systems used by different departments.
Recommendations to others considering the product:
Ensure to create a great workshop and stakeholder group from different aspects of the company. Interdepartmental, up and down the vertical ladder.
Cherwell
What do you like best about the product?
Flexibility and Customization. Great customer engagement.
What do you dislike about the product?
need a full time developer to do all the things we want to do.
What problems is the product solving and how is that benefiting you?
IT Service Management
Cherwell
What do you like best about the product?
We utilize CSM and CAM to improve our processes and systems.
What do you dislike about the product?
We do not dislike anything about the systems.
What problems is the product solving and how is that benefiting you?
Outdated system.
Recommendations to others considering the product:
Give yourself time to implement and do a proper UAT.
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