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Go for it
What do you like best about the product?
I like the scalability and customizable features in Cherwell.
What do you dislike about the product?
The product has a steep learning curve for admins. Our daily users caught on quickly after the product was implied.
What problems is the product solving and how is that benefiting you?
We use the product to log and assign help tickets. It helps with workflow and historical data.
Recommendations to others considering the product:
I suggest you to take the foundations training class
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Easy and flexible (no need to look further)
What do you like best about the product?
Easy of use and flexibility to quick change or adjust items with basic knowledge. While it is helpful to have an IT person do some of the design work, it is not required and you can break up the tasks to no IT employees. Dashboards for interactive reports and managing incoming requests are easy to make and adjust as your business needs change. Upgrades too are also fairly painless.
What do you dislike about the product?
Not much. I find myself wish other applications were as flexible and quick to change. Overall support and customer service is good. They are working on enhancing help desk services as front line is not always knowledgeable for customers that are fairly advanced in their knowledge of the application. That said, if we have ever need to escalate, the customer care and other team members have always been very helpful
What problems is the product solving and how is that benefiting you?
This is our ERP of IT (Incidents, Service Requests, Portal, Change, Project, Asset Management, Software Management-All in multiple customer languages for our employees) and we are now expanding beyond IT to other business processes such as HR, Finance, etc.
Recommendations to others considering the product:
Stop looking, this is the correct product for any industry.
Beginning Cherwell User
What do you like best about the product?
Flexibility; ease of use; ease of creating dashboards.
What do you dislike about the product?
Working with a third party has been a headache.
What problems is the product solving and how is that benefiting you?
Drill down capabilities; reporting; knowledge base
Recommendations to others considering the product:
Chose your third party implementers with care.
Cherwell is Innovation
What do you like best about the product?
Ease of use. No coding is needed to customize the product
What do you dislike about the product?
Reporting function is difficult to use you need SQL knowlegde.
What problems is the product solving and how is that benefiting you?
Incident management. We have improved our metrx with this product.
Recommendations to others considering the product:
When implementing use a quality partner.
Excellent Product, even better company
What do you like best about the product?
Since i am not a code monkey, i find that the ability to configure the system to do what I want without having to use code has made it so much easier for me to meet my business partners needs.
What do you dislike about the product?
Cherwell spent so so much time and effort making the back end so easy to use and configure that it seams the front end isn't as polished as other more mature applications.
What problems is the product solving and how is that benefiting you?
Replacement of current ITSM system. I have immediately been able to customize and configure the system to meet the business needs without utilizing a vendor or coder.
Cherwell Review 2016
What do you like best about the product?
Out of the box functionality is easy to setup.
What do you dislike about the product?
none. The product is great out of the box and with a little to no customization required to gt up and running
What problems is the product solving and how is that benefiting you?
Change Management, Service Desk
Recommendations to others considering the product:
Give Cherwell a fair chance and you will be amazed
Best ITSM platform on the market
What do you like best about the product?
Easy to use and configure. No coding required. Can customize for any environment or industry.
What do you dislike about the product?
i haven't found anything I dislike with Cherwell
What problems is the product solving and how is that benefiting you?
incident and problem management. Able to give end users a custom portal and service catalog. Granular SLAs and advanced reporting.
New Cherwell Customer
What do you like best about the product?
Cherwell really understands the scenario of allowing configuration/customization while also preserving the ability to upgrade! Additionally, they really focus on the Customer Experience and are not swayed by stockholder sentiment. Their sales and engineering teams listen and provide meaningful feedback. We haven't yet implemented, but are looking forward to a great long-term partnership.
What do you dislike about the product?
Nothing to see here! We haven't experienced any negatives.
What problems is the product solving and how is that benefiting you?
Distributed administration, multiple integrated service catalogs, concurrent licensing.
Cherwell review of use
What do you like best about the product?
It is up and coming and the organization utilizing the software can assist in that maturity as Cherwell is really engaged with the customer.
What do you dislike about the product?
It is not as mature as other options and some options have not been developed or are underdeveloped.
What problems is the product solving and how is that benefiting you?
Process management and maturity
Great ITSM Tool
What do you like best about the product?
I like the part where you can build customized specifics forms and workflow for different groups.
What do you dislike about the product?
I do not like the fact the web portal or dashboard is not very responsive to the size of the screen
What problems is the product solving and how is that benefiting you?
The dashboard helps us get all the required metric.
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