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Easy to use, excellent development/release management capabilities.
What do you like best about the product?
Overall I like the modern look and feel. The features of this application exceed anything else out there in the market space. With careful planning you can have a tool which actually supports a service desk instead of inhibits it.
What do you dislike about the product?
The system can be very complex especially when it comes to SLA calculation and customizations. Trying to figure out how to make changes to the system is not always the easiest and the bugs are not always easy to spot.
What problems is the product solving and how is that benefiting you?
We migrated to Cherwell since INFRA Enterprise was discontinued. This installation is a continuation of what we achieved in the INFRA implementation. We were able to have a fresh start and implement ITIL in a way which utilized our previous experience to work well for us.
Recommendations to others considering the product:
This is the best ITIL Service Desk software out there in my opinion. After reviewing other software which is out there CHerwell has the most modern look and feel. The features are a reflection of this. Overall the software is easy to develop for however it can be TIME CONSUMING. A simple task of creating a form can seem simple and easy but the codeless solution makes really simple tasks time consuming such as conditionally adding a border around a required field or making other fields appear if they are required. Overall it is easy to use which is a huge plus since you can develop the system yourself but be prepared for a huge learning curve and lots of time.
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Powerful with some setbacks
What do you like best about the product?
Automation and Customisations very powerful
What do you dislike about the product?
Based on very old technology, monolithic application. Should look at being fully browser based with probably some cloud focused backend.
Some things do not work even if logical (one steps), a lot of the time you have to re-create those and they magically work.
Dashboards - annoying how widgets/search querys are all disjointed, updating one will affect others. It should be kept as a group
Some things do not work even if logical (one steps), a lot of the time you have to re-create those and they magically work.
Dashboards - annoying how widgets/search querys are all disjointed, updating one will affect others. It should be kept as a group
What problems is the product solving and how is that benefiting you?
Cherwell is our helpdesk ticketing system. Benefits are the customisation and automation which Cherwell can provide.
Recommendations to others considering the product:
Very powerful customisations, but has its negatives
Easy to use
What do you like best about the product?
The query tool is a powerful way to analyze data. The dashboards, one-steps and other development tools are easy to learn how to use.
What do you dislike about the product?
organizing the elements of a dashboard in such a way that they can easily be found. Not being able to pass-through SQL to the database through the Cherwell product.
What problems is the product solving and how is that benefiting you?
managing ITSM.
Recommendations to others considering the product:
Start by learning the query tool.
Not as Great as Promised, but Exponentially Better than where we were
What do you like best about the product?
Cherwell provides great framework for a ticketing system. Excellent means of tracking, stats, and potential for growth in many areas.
If you have never used a service management tool before, Cherwell will blow your mind with possibilities. If you have, there are excellent potentials here and very good things. Unfortunately, the bad almost balances out the good.
If you have never used a service management tool before, Cherwell will blow your mind with possibilities. If you have, there are excellent potentials here and very good things. Unfortunately, the bad almost balances out the good.
What do you dislike about the product?
Cherwell reports are a joke - insanely complex to the point that even our coders/programmers would have to dedicate themselves full-time for weeks to build adequate reports. Anything visual is clunky at best, idiotic at worst. Building dashboards is like working in Microsoft Paint but having to jump through query hoops along the way. If Dashboards could function more like HTML that wouldn't be so bad, but instead you have to work within a static environment - dashboards don't scale to different resolutions and aren't dynamic at all. It's incredibly difficult and limiting in an otherwise unlimited system.
Cherwell gives us the ability to meet all the problems we had. The only issue is that a lot of customization is required. It's the best and worst aspect of the product - unlimited potential, but only if you work hard on it. If we had a large staff to dedicate to the software, we could grow it faster and better but as it is we have one database administrator buried under frequent "update requests" from our internal users. Cherwell the company promised help - over-promised - and far under delivered. Our database administrator figured out the product better than some of their "top experts" within a couple weeks. Lots of bugs and impossibilities. Not user-friendly out of the box unless you have never used a service management tool before.
Cherwell gives us the ability to meet all the problems we had. The only issue is that a lot of customization is required. It's the best and worst aspect of the product - unlimited potential, but only if you work hard on it. If we had a large staff to dedicate to the software, we could grow it faster and better but as it is we have one database administrator buried under frequent "update requests" from our internal users. Cherwell the company promised help - over-promised - and far under delivered. Our database administrator figured out the product better than some of their "top experts" within a couple weeks. Lots of bugs and impossibilities. Not user-friendly out of the box unless you have never used a service management tool before.
What problems is the product solving and how is that benefiting you?
We were using an outdated system with outdated processes. Human error was a large part of any issue or miscommunication with customers. Our previous system was not scale-able and was difficult to update. We also had a lot of customization so outside help was nonexistent. Creating and gathering statistics and reports was impossible.
Cherwell gives us the ability to meet all the problems we had. The only issue is that a lot of customization is required. It's the best and worst aspect of the product - unlimited potential, but only if you work hard on it. If we had a large staff to dedicate to the software, we could grow it faster and better but as it is we have one database administrator buried under frequent "update requests" from our internal users.
Cherwell gives us the ability to meet all the problems we had. The only issue is that a lot of customization is required. It's the best and worst aspect of the product - unlimited potential, but only if you work hard on it. If we had a large staff to dedicate to the software, we could grow it faster and better but as it is we have one database administrator buried under frequent "update requests" from our internal users.
Cherwell Service Management
What do you like best about the product?
Cherwell is easy to use and is also relatively easy to tailor to our specific business needs.
What do you dislike about the product?
Significant development initiatives generally need to occur one at a time so multiple changes do not overlap. This is nota major set back since most changes do not take a lot of time and simple coordination of efforts is sufficient.
What problems is the product solving and how is that benefiting you?
Incident management, problem management, change management, major incident management etc.
Recommendations to others considering the product:
Cherwell is not the biggest name out there but they are very customer centric and appear to be striving to create a good product base while making it relatively easy for tailoring the offerings to specific business needs.
Great product for Service Desk/IT functions
What do you like best about the product?
Cherwell has a multitude of features and functions that would allow for almost any organization to use Cherwell for their needs.
What do you dislike about the product?
There are only a few things here and there that I wish were improved. Nothing so far to really dislike.
What problems is the product solving and how is that benefiting you?
Communication from teams to users. Communication from teams to teams and consistent information for user issues.
Recommendations to others considering the product:
CSM has a huge library of features that allow for most organizations to setup and process what they need. IT allows for easy communication from teams to users and keeping info consistent between teams. The administration of CSM is a bit hard if you're a first time user/admin and don't have any previous experience. But after setup is done and the user becomes more familiar with CSM, the administration of CSM is alot easier to understand.
Great solution for quick application development
What do you like best about the product?
It's codeless. I've built applications with Microsoft access and File Maker Pro and find Cherwell the most intuitive.
What do you dislike about the product?
Difficult to say since I've been only using it for a short time. I have a kind of a love hate relationship with one steps, because of a looping problem with a scanning feature I'm using. BUT I DO NOT THINK IT'S FAIR TO SAY IT'S A DISLIKE. I may just need to think a little bit more out of the box.
What problems is the product solving and how is that benefiting you?
Asset management. We are using it for other departments other than IT and tickets. AHS is using Cherwell to manage contracts, finance and HR.
Recommendations to others considering the product:
It's codeless, so trouble shooting issues is not as complicated and development is MUCH faster.
Amazing ITSM tool that is simple and easy to use
What do you like best about the product?
Cherwell SM is easy to use, easy to administer and maintain, and is a breeze to get up and running. So far, it has scaled fairly well in our organization, and has been well received across the business, even outside of IT.
The ability to customize CSM to meet our needs is really easy. Additionally, the upgrades are simple and require very little rework.
The ability to customize CSM to meet our needs is really easy. Additionally, the upgrades are simple and require very little rework.
What do you dislike about the product?
While CSM is very easy to implement and configure, the integration points with other systems like SCCM, TFS, and other push tools would be highly desirable.
Depending on volume of users, some users dislike the amount of time it takes to launch and load all definitions.
Depending on volume of users, some users dislike the amount of time it takes to launch and load all definitions.
What problems is the product solving and how is that benefiting you?
CSM is used for Incident, Problem, Change, and CMDB. It is also used by other areas of the business outside of IT including Legal, HR, Client Relations, and more.
We have also integrated Bomgar with the Help Desk, and this has provided seamless integration and support functions for IT.
We have also integrated Bomgar with the Help Desk, and this has provided seamless integration and support functions for IT.
Recommendations to others considering the product:
Work with the technical teams to ensure there is a full understanding of what your current needs are, and what your future direction will be so you can ensure all.
Easy for beginners but the depth is amazing.
What do you like best about the product?
From the first time I used Cherwell, I was surprised at just how simple it is to use. I am not a programmer and I was able to get Cherwell setup for my Service Desk. Once the basics have been learned, I found that the depth of this tool is bottomless. I have a member of my team that is now using more in-depth programing.
What do you dislike about the product?
I wish there were more themes that i could apply to the overall tool.
What problems is the product solving and how is that benefiting you?
We are using it for Incident and Problem management. CMDB and Change management are planned in the future.
Recommendations to others considering the product:
The change over to this tool is so easy. if you are not happy with your current solution, this change is a no brainer.
Industry Expert Perspective
What do you like best about the product?
CSM provides great functionality out-of-the-box, it's fairly easy to customize for the new administrator, and with advanced skills, you can really make it sing!
What do you dislike about the product?
High-level customizations can be fairly complex, so there is quite a bit of learning involved. Not all customers are prepared for that.
What problems is the product solving and how is that benefiting you?
I worked with a client who solved issues by IT teams gaining visibility into other IT business processes. A huge benefit was being able to react quicker using information presented on the dashboards.
Recommendations to others considering the product:
Give it serious consideration!
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