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Best choice in ITSM systems
What do you like best about the product?
Highly Configurable and integrates well to other systems
What do you dislike about the product?
Looks a little old fashion on the surface
What problems is the product solving and how is that benefiting you?
The ITIL Lifecycles
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Total Cost of Ownership is the Best in the Industry
What do you like best about the product?
The intuitive nature, ease of use (end-user, admin, dev) and innovative approach is amazing. The Total Cost of Ownership is far superior to the rest of the industry competitors.
What do you dislike about the product?
The current challenge with coordination of multiple admin/developers making configuration updates. The good news is that this is known and currently working towards resolution.
What problems is the product solving and how is that benefiting you?
We are a 20,000 person strong company with over 400 sites world-wide. This platform is crucial to our IT Transformation path and true Enterprise Service Management.
Recommendations to others considering the product:
Speak with current customers and learn of their experiences with Cherwell. We strongly considered ServiceNow, but ended up selecting Cherwell. The experience has been very positive, with our CIO receiving great feedback from board members and senior executives.
This product has a lot of expandability but we are not using it to it's capability
What do you like best about the product?
scalability of the product for use in other departments
What do you dislike about the product?
too much coding overhead in order to fix modules
What problems is the product solving and how is that benefiting you?
Benefits are streamlining future applications into one
Cherwell SAAS - Nimble and Powerful ITSM tools
What do you like best about the product?
A Customer-Centric Company with a robust product offering that is easy to use and effective in delivery
What do you dislike about the product?
the ease of customization can allow you to paint yourself into a corner by going too far off the basic configuration that it can be difficult to get back to "vanilla"
What problems is the product solving and how is that benefiting you?
Cherwell enabled the effective transition from footprints to Cherwell to provide the ITSM tool needed to follow the ITIL architecture requirements of our business.
Recommendations to others considering the product:
Look at the rich customer base, and the persons willing to continue with this growing company. This tool is very nimble and is also capable of use in verticals OUTSIDE of Information Technology.
Cherwell is perfect for ITSM and anything that you want to track
What do you like best about the product?
Cherwell is easy to use and configure as an administrator. You do not need an army of developers to create endless possibilities. The "codeless" interaction makes it easy to bring in non technical users to develop and create forms, workflows and information.
What do you dislike about the product?
Cherwell's only challenge is that its web browser is not ready for prime time as of yet.
What problems is the product solving and how is that benefiting you?
We use Cherwell for ITSM, solving our Incident, Problem, Change, Request, Knowledge, and Service Catalog issues. The benefit is that we are able to have one system to manage all of our IT needs.
Cherwell CSM - ultimate flexibility
What do you like best about the product?
The ease of creating new processes and automations.
What do you dislike about the product?
The flexibility also lends itself to complexities
What problems is the product solving and how is that benefiting you?
Ease of customer interaction with IT. The Portal has been easy to build and put into our users' hands.
Recommendations to others considering the product:
Choose a good partner to get you started.
Cherwell - great for a university service desk
What do you like best about the product?
We like the flexibility and the minimal development skills required to support and manage the application
What do you dislike about the product?
The lack of preconfigured reports and the restriction to 100000 records for exporting to a grid
What problems is the product solving and how is that benefiting you?
We have been able to increase our ability to meet the service expectations of our clients
Amazing staff
What do you like best about the product?
The staff and the flexibility of the software, it can do anything!!
What do you dislike about the product?
Some features we would like to have aren't there yet, but are in the pipeline.
What problems is the product solving and how is that benefiting you?
Service Management. This is the perfect product
An easy-to-use, fully customizable, cost-savvy ITSM solution
What do you like best about the product?
Cherwell is so easy to use and configure, even my grandmother could do it. Anything you want can be done within days, even hours. It's very reliable, it gets constantly updated with new features and Cherwell is a very customer-oriented company.
What do you dislike about the product?
Not much, almost nothing. I just wish the web version would be more "web" so we can use it more efficiently.
What problems is the product solving and how is that benefiting you?
Improving processes, increasing response time and customer satisfaction.
Recommendations to others considering the product:
Gather all your needs, work with your users and stakeholders, review and update your processes.
I've been administering Cherwell for the last 4 years.
What do you like best about the product?
Cherwell's CBAT platform allows me to create new functionality without coding. I can do just about anything with it! When you upgrade, it's seamless, which I love!
What do you dislike about the product?
The only thing that I'd like to see is an easier way to take advantage of new user interface features after upgrades. But they are working on it.
What problems is the product solving and how is that benefiting you?
We use Cherwell for incident management, asset management, knowledge management, change management and use its configuration management database. Cherwell provides a common platform for these key business areas, which allows us to provide service to our customers with a similar interface and integrated database.
Recommendations to others considering the product:
Challenge your vendors on how easy/difficult it is to configure new functionality in their products. How difficult/easy are upgrades? Cherwell wins hands down and is priced well to boot.
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