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Service After the Sale
What do you like best about the product?
Ease of configuration; intuitive user interface; cost effective.
What do you dislike about the product?
Still new to the tool; having to retrain myself on basic navigation simply due to the change in service management tools.
What problems is the product solving and how is that benefiting you?
Centralizing service management functions and platforms.
Still in implementation phase; benefits not yet realized.
Still in implementation phase; benefits not yet realized.
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The most easy to use Service Management software on the market!
What do you like best about the product?
The ability to quickly configure the application, dashboards, forms, etc. with no coding required.
What do you dislike about the product?
I have not found anything that we dislike at this point in our implementation.
What problems is the product solving and how is that benefiting you?
We are able to provide services more efficiently, increase customer satisfaction, and better utilize our resources.
Great product out of the box and unlimited customizations
What do you like best about the product?
I love the ability to customize in any way imaginable.
What do you dislike about the product?
It's hard for us to justify the cost as a smaller institution.
What problems is the product solving and how is that benefiting you?
Incident and request management, problem managaement, IT project tracking.
Recommendations to others considering the product:
Either plan a dedicated resource or plan on budgeting for customizations to make Cherwell even better than it already is out of the box.
Endless possibilities
What do you like best about the product?
The flexibility to expand and create anything you can think of to help your workflow. If a module does not yet exist for tracking what you need, you can easily build it!
What do you dislike about the product?
My only minor complaint is that there is no Macintosh native application. Things can be done via the web, but the parity with the Windows Client is not quite there yet.
What problems is the product solving and how is that benefiting you?
Widely distributed users and techs. Our company has several thousand users all over the USA, and our IT support staff are in over thirty locations including India and several US cities. Using Cherwell allows us to collaborate easily across the different locations and time zones!
Cherwell Software Really Delivers
What do you like best about the product?
Scalability, ease of implementation and changes with blueprints, and Cherwell is a great company that cares for their customers
What do you dislike about the product?
Hardware asset management could be stronger on financial side
What problems is the product solving and how is that benefiting you?
Implemented incident mgmt, knowledge mgmt, CMDB, and change management in under two years.
Recommendations to others considering the product:
Be prepared with your service catalog and business processes before engaging any ITSM solution.
Great Service Software
What do you like best about the product?
I like the customization available. OoB is great to get the company up and running the but ability to intigrate 3rd party products is great
What do you dislike about the product?
The OoB fields have some particular dependancies that can be altered when applying mApps.
What problems is the product solving and how is that benefiting you?
I plan to use the upcoming ISMS mApp to track and perform internal audits
Cherwell is Innovation
What do you like best about the product?
We can do anything in Cherwell. We configure anything anyonein the business throws at us, quickly and effectively. It's the only product for your ITSM needs.
What do you dislike about the product?
I wish the upgrades were released faster. THey do so much, it's great to get our hands on it!
What problems is the product solving and how is that benefiting you?
Incident, Request, Problem, Knowledge, Change, Office Services, and HR solutions.
Recommendations to others considering the product:
Dedicate more people than you'd think to the product. It does more than you realize and you'llw ant more resources on it!
Cherwell Service Management
What do you like best about the product?
Customization and ease of use. I was brand new to cherwell when i first started and now i am the lead cherwell designer for our new upgrade!
What do you dislike about the product?
Currently it sometimes takes a lot of time to make changes to things like the portal because you need to make the same change over and over again.
What problems is the product solving and how is that benefiting you?
I am trying to solve the user error aspect by automating as much as i can. I realized that it is not only possible, but very easy.
Cherwell is very versatile!
What do you like best about the product?
Cherwell is a reasonable priced product and versatile for all your business needs. This product can help run your IT organization or inventory system or even help streamline your facility requests. Great product that can meet all your business needs.
What do you dislike about the product?
We don't have this product currently installed in our IT organization. Our current tool is highly ineffective so looking forward to Cherwell coming very soon!
What problems is the product solving and how is that benefiting you?
Managing IT services.
Recommendations to others considering the product:
Definitely give it a try and get a demo. You will love it!
Cherwell Review
What do you like best about the product?
Cherwell really listens to their customers and develop new cool functionality into their products based no that feedback. Easily setup automated processed and workflow execution with an easy to understand GUI.
What do you dislike about the product?
Cherwell mainly focuses development on their thick clients leaving their browser client, portal and reporting wanting. Losing the functionality for creating joined views and database triggers in the their SaaS product is a major limit. Security also needs a redesign as it is very cumbersome.
What problems is the product solving and how is that benefiting you?
At current, we worked with our business to include all of the companies product offerings into the CMDB and map all of the infrastructure that supports those products. The difficult part came in the dashboards and reporting as the business was not really interested in just numbers, they wanted to see lists of the products in different categories not in grids. After, utilizing some of the learning videos that Cherwell offers we learned how to use the 'action catalog' widget to columnize a list of links to products by name fitting a certain criteria and displaying that in a Portal Dashboard with user variable filters for some of the criteria. This allows the business to filter products by their sales region and further broken down by strategy at any time.
Recommendations to others considering the product:
If you have the infrastructure go on-site. you may not use the advanced database function out of the gate but you will slowly learn the benefits of creating joined views and triggers.
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