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Cherwell ITSM (BYOL)

Cherwell Software | 9.7.1

Windows, Windows Server 2016 Base 10.0.14393.3542 - 64-bit Amazon Machine Image (AMI)

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External reviews

157 reviews
from G2

External reviews are not included in the AWS star rating for the product.


    Josh P.

Cherwell Review

  • October 01, 2019
  • Review provided by G2

What do you like best about the product?
Very helpful to automate workflows and processes
What do you dislike about the product?
nothing so far, everything seems to be working
What problems is the product solving and how is that benefiting you?
Automate workflows and processes


    Information Technology and Services

Cherwell does it all!

  • October 01, 2019
  • Review provided by G2

What do you like best about the product?
We used to have a limited ITSM tool, but when we moved to Cherwell, not only did we get a new ITSM tool; we got a new Enterprise Service Management tool. We're using Cherwell to integrate IT, HR and facilities into a centralized, stream less system. We're implementing automation and the sky-is-the-limit with Cherwell! We're integrating tons of systems and pushing the limits of Cherwell. So far, Cherwell has met every challenge; we have yet to find a limit to what Cherwell can do for our company.
What do you dislike about the product?
The reporting module needs work, but it's getting there.
What problems is the product solving and how is that benefiting you?
Trying to achieve having an Enterprise Service Application and not just an ITSM tool.


    Research

Not great user experience for simple product

  • September 24, 2019
  • Review verified by G2

What do you like best about the product?
The ticket tracking settings are pretty complete. There are enough customizable settings to track tickets efficiently and thoroughly.
What do you dislike about the product?
Some functionalities do not work and the email server is unreliable.
What problems is the product solving and how is that benefiting you?
Solving IT issues in the academic context. A benefit is that Cherwell scales decently well for large number of tickets.
Recommendations to others considering the product:
Use your own email server to avoid difficulties.


    Hospital & Health Care

Using Cherwell for ITSM Time for Project Management

  • February 28, 2019
  • Review provided by G2

What do you like best about the product?
Service deliver and accurate tracking of time for various resources for all related projects and time tracking/resource management tickets and for change orders.
What do you dislike about the product?
Setting up views should be a little more straight-forward. More self-service tutorials should be embedded in the product. If they are, make them easier to find.
What problems is the product solving and how is that benefiting you?
We are able to track time and resources for all projects, so long as the people who are assigned to the projects accurately track their time on a weekly basis. We're only given seven days to track time, maybe we could space that out a bit further. However, this may be what our enterprise requested for their own reasons.
Recommendations to others considering the product:
I have worked for companies using Solarwinds, Salesforce, and ServiceNow. I like this product but I believe ServiceNow and Solarwinds were a lot easier to navigate without a lot of training.


    Information Technology and Services

Cherwell Service Management Review

  • February 22, 2019
  • Review verified by G2

What do you like best about the product?
The thing that I like best about the Cherwell Service Management software is the fact that tickets/incidents can be set to pending status. This turns the indecent a blue color so it is easy to see which tickets are waiting on a customer response. After a ticket is set to a pending status, it is then automatically resolved after two weeks if the customer has not added anything to the ticket or responding to emails.
What do you dislike about the product?
I don't like how Cherwell Service Management software sometimes can be very slow and can crash. It sometimes will log me out without a prompt.
What problems is the product solving and how is that benefiting you?
The business problems that we have been able to solve with Cherwell Service Management software includes collaborating with the team by being able to see who is assigned to each incident as well as the full name of the customer--which wasn't something that our last software had on the front screen of the software, you had to actually open each individual ticket.
Recommendations to others considering the product:
It is slow but it has a lot of useful tools and the search bar works wonders.


    Brian E.

Flexibility far beyond ITSM

  • January 16, 2019
  • Review verified by G2

What do you like best about the product?
Everything in the system is configurable and it is easy to build new capabilities, even very complex ones. we were able to build HR functionality prior to some of it being released by Cherwell and then incorporated a number of new features (called mergeable applications) to short cut delivery of a number of parts of the system. We now use the systen across a number of areas, many of which are outside of ITSM. We love working with the company, they have a simple, no-hassle commercial process, very helpful and humble culture that is very customer-focused. I also really like dealing with the support team. I recently had a difficult issue where on first call we spent 45 minutes on screen-share and also conferenced in one of the developers who handles that area and resolved the call! I have had consistently great interactions with Cherwell. New features and capabilities are being rolled out all the time. Platform upgrades are painless despite really heavy customization.
What do you dislike about the product?
They are growing so fast that we have seen a fair number of reassignments of account people and others that we deal with. This is a pretty minor point though as new and old have been consistently good.
What problems is the product solving and how is that benefiting you?
Our leadership has been very satisfied with out positive ROI within ITSM space, and for minimal additional cost we are also using CSM for HR, Contracts, and Facilities management groups. we use most of the ITSM modules, though not much of CMDB which will be a new focus for us this year.
We have increased first call resolution greatly as well as portal self-service. we have better visibility and managers are able to understand the status and follow up appropriately to hold people accountable. Integration and automation of some ticket types has also created a greater efficiency that we continue to boost.
Recommendations to others considering the product:
Always start with a good understanding of your requirements. We took a look at where service management fit across our organization and it is paying dividends in a lot of areas outside of ITSM. Also, attend some user groups as the energy is very good and you can learn a ton from other users and even easily borrow configured custom solutions from one another.


    Tirell A. M. C.

Daily use of Cherwell Service Management

  • December 21, 2018
  • Review provided by G2

What do you like best about the product?
The ability to sort the tasks based on different criteria, such as SLA, requester, and the ability to make notes in regard to the service requests/repair tickets.
What do you dislike about the product?
It seems as though I am unable to compile reports for printing. For me to print the information that I need, I have to copy and paste it into Word, then print my tickets. Also, I do not see a way to reopen tickets that I have closed in order to make edits or additions to the ticket, or make new notes to an existing ticket that will help another technician in the future.
What problems is the product solving and how is that benefiting you?
I am resolving service requests and repair tickets in a public school system. One of the benefits of the software is being able to assign tasks and tickets to myself, as well as transfer them to another user if necessary, and to do time tracking.
Recommendations to others considering the product:
Assess all of the functions of the software to ensure that it meets your requirements for the scope of your business.


    Hossam R.

3 years of support with Cherwell

  • October 26, 2018
  • Review verified by G2

What do you like best about the product?
Automated workflows are done very well
Friendly interface
Fast
Helps automate most of my tasks
Good visibility for different teams
Precise Dashboards and reports
Good ticket tracking and grouping
Reporting is very flexible
Well integrated with Active Directory services
knowledge articles can be linked to the incident/request
The use of one step saves a lot of time and automate many processes for accounts management, mass closure of tickets, mass status change... endless ways of automation.
What do you dislike about the product?
Requires strong infrastructure
Take a lot of memory of the computer
Error messages are not helpful sometimes
No web version
Sometimes it can get slow and freezes
Searching something can get tricking especially if the ticket details or title has been changed
Tool could be more centralized compared to other products
Emails update and update are not easy to check through the history of the of logs
the resolution details should be more visible for the users when they receive the automated email resolution
What problems is the product solving and how is that benefiting you?
Head office support: desktop support,
Hardware software support, account managment support,
It automized many tasks and processes
Customisable searches
Dashboards are accurate
Helpfull One steps
Recommendations to others considering the product:
Cherwell is very friendly and vey customisable tool.
Very important tool if you want to take your support to the next level.


    Computer Software

Good, but a bit confusing to start

  • October 16, 2018
  • Review provided by G2

What do you like best about the product?
I think that the descriptions and the useability of the program is excellent, and some of the features and add ins, such as your own dashboard functionality is brilliant.
What do you dislike about the product?
At first the program is tad bit confusing.
What problems is the product solving and how is that benefiting you?
We are able to track and manage tickets and problems system wide.


    Publishing

Amazing experience so far

  • September 05, 2018
  • Review provided by G2

What do you like best about the product?
We have just implemented the Cherwell platform for our service management and asset management and it has been great and easy to set up so far. We haven't changed much but the out of the box experience was great.
What do you dislike about the product?
Haven't really run into anything that I dislike yet.
What problems is the product solving and how is that benefiting you?
Old ticketing system was outdated. Cherwell is huge and great for customer service and keeping our client base happy. A lot of things you can do.
Recommendations to others considering the product:
Amazing tool to have. A little costly but definitely worth it.