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Easy of configuration
What do you like best about the product?
Dashboards are easy to create and provide the type of information we need to run our IT department effectively. When we need to make changes to the interface, add new fields, or do an upgrade, all of this can be done without needed to work with developers, we do it ourselves at the Service Desk.
What do you dislike about the product?
Nothing stands out for me. I wish we had more time to spend creating dashboards and reports!
What problems is the product solving and how is that benefiting you?
Analytics is the biggest improvement for us since we moved to Cherwell. I want to know our biggest pain points, to help us concentrate on fixing the right things and with Cherwell have so much more visibility then I have every had before.
We have been able to mature our IT processes for efficiency and quality of data. We are just getting started and can see so much more we can do with Cherwell to improve our processes.
We have been able to mature our IT processes for efficiency and quality of data. We are just getting started and can see so much more we can do with Cherwell to improve our processes.
Recommendations to others considering the product:
This company is focused on bringing about the best ITSM system. They work with the user community and implement our ideas and act on our suggestions.
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Cherwell Service Management is an administrator's dream!
What do you like best about the product?
The ability to implement changes to the structure of the product on our own is invaluable, in terms of flexibility of functionality and timetable. We are able to do what we want when we want, and that is pretty fantastic.
What do you dislike about the product?
Sometimes, it is a bit challenging to see what changes have occurred within a blueprint, although recent versions have mediated this by marking changed areas with an asterisk. Still, it would be nice to have a Preview mode.
Additionally, one will often hear that there are about six different ways to solve an issue in Cherwell, and this is no exaggeration. Sometimes, you will find you will need to go down layer by layer only to discover that your potential solution is not the best one. It is best to keep notes on your blueprint changes as you go, ensure that you use tracking methods to keep your blueprints in order, and make sure your developers are communicating early and often about changes they are making, so they do not step on each other.
Additionally, one will often hear that there are about six different ways to solve an issue in Cherwell, and this is no exaggeration. Sometimes, you will find you will need to go down layer by layer only to discover that your potential solution is not the best one. It is best to keep notes on your blueprint changes as you go, ensure that you use tracking methods to keep your blueprints in order, and make sure your developers are communicating early and often about changes they are making, so they do not step on each other.
What problems is the product solving and how is that benefiting you?
We have implemented Incident Management, Change Management, Alerts, Knowledge, and CMDB
As a result of our implementation, we have seen better process management, better workflow management, higher customer satisfaction, increased accuracy regarding CIs, higher levels of knowledge sharing for incident solutions, and increased communication amongst teams for all aspects of incidents, alerts, and change requests.
As a result of our implementation, we have seen better process management, better workflow management, higher customer satisfaction, increased accuracy regarding CIs, higher levels of knowledge sharing for incident solutions, and increased communication amongst teams for all aspects of incidents, alerts, and change requests.
Cherwell Service Management
What do you like best about the product?
The various dashboards available, the reporting available, the ability to reach out to customers through the Service Catalog and the ease they can reset their passwords. This system has a variety of features we were lacking with the last ticketing system.
What do you dislike about the product?
Currently our design and the service catalog, however this is not because of the functionality Cherwell has, it's due to the inexperience of our team. This is why the Cherwell User Groups is beneficial to see what other companies are doing and the challenges they face.
What problems is the product solving and how is that benefiting you?
We are currently in Phase 2 implementing Problem, Knowledge and CMDB
I'm consitently learning/creating something new that increases our IT groups productivity/efficiency
What do you like best about the product?
That once you now the basics you can create so many different things. It reminds my college programming classes without the frustration.
What do you dislike about the product?
It can be overwhelming at first. I recommend taking the week long class but using it before as well.
What problems is the product solving and how is that benefiting you?
The forms I create for each Incident category saves me many emails of describing a process or resolution as particular issues come up from time to time.
Awesome tool that helps you bring areas of IT together as well as areas outside of IT.
What do you like best about the product?
The flexibility, simplicity, and customization of Cherwell, it is a great tool that can be learned fairly quickly. It also gives all Cherwell users the same flexibility and simplicity to create:
- Dashboards
- One-Steps (Macros)
- Reports
- Quick searches
The tool is also able to communicate and use the one-step option with programs outside of the tool (for example, powershell, cmd, notepad, etc.)
Finally the ability to use already customized applications and addons called "mApps" helps in the integration with just about any system. the mApps applications range from products by:
- Microsoft
- Cisco
- Solarwinds
- Symantec
Overall it is a great tool!
- Dashboards
- One-Steps (Macros)
- Reports
- Quick searches
The tool is also able to communicate and use the one-step option with programs outside of the tool (for example, powershell, cmd, notepad, etc.)
Finally the ability to use already customized applications and addons called "mApps" helps in the integration with just about any system. the mApps applications range from products by:
- Microsoft
- Cisco
- Solarwinds
- Symantec
Overall it is a great tool!
What do you dislike about the product?
The only items that I really think needs improvement in Cherwell is that of their mobile access. Currently their mobile application is very limited and all the customization, and simplicity of the tool goes away.
What problems is the product solving and how is that benefiting you?
We are currently using Cherwell, for project tracking, incident management, request management, problem management, application tracking, and Change management. Cherwell lets us have a simple and quick way to analyze, sort, and represent the data.
Recommendations to others considering the product:
Have a Cherwell advisor help with the implementation of Cherwell, the tool is really easy to manage but having that base structure setup and a good framework on how to do things help a lot in the long run.
Review of Cherwell Service Management
What do you like best about the product?
One-step actions and searches are very easily configured
What do you dislike about the product?
Report builder is very complicated and not intuitive - almost requires a 3rd party tool
What problems is the product solving and how is that benefiting you?
With Specific screens, information is more easily acquired up front and One-Step actions provide ease of processing requests
Recommendations to others considering the product:
Can't beat it!
Cherwell Rocks
What do you like best about the product?
configurability and scaleablilty and reporting
What do you dislike about the product?
learning curve was a little steep for some
What problems is the product solving and how is that benefiting you?
helpdesk - efficient ticket routing, updating and track through resolution. reporting too
Great ITSM tool
What do you like best about the product?
The scalable and customizable interface.
What do you dislike about the product?
The learning curve of usability, mainly searching and filtering.
What problems is the product solving and how is that benefiting you?
Organization of a CMDB that we have been trying to construct for years.
Cherwell Rocks
What do you like best about the product?
Modular design allows for flexible implementation according to business priorities. In addition the service and support is without peer in the ITSSM workspace.
What do you dislike about the product?
There is literally nothing about Cherwell itself that I dislike. However out experience with the VAR they referred for implementation was not as positive.
What problems is the product solving and how is that benefiting you?
We are better able to support the various ITIL process roles as a result of the Cherwell tool.
Recommendations to others considering the product:
Join the nearest User Group to your geographic location. These are communities of existing Cherwell users who are more than happy to help you through based on their own Lessons Learned.
Associate Department Manager
What do you like best about the product?
Flexible Platform and excellent customer engagment
What do you dislike about the product?
Reporting is weak
Inability to have multiple developers
Inability to have multiple developers
What problems is the product solving and how is that benefiting you?
Maturing ITSM practices and leveraging platform for other business functions
Recommendations to others considering the product:
Great partner in meeting business objectives
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