Sign in
Sign in
or
Create a new account
Categories
Your Saved List Become a Channel Partner Sell in AWS Marketplace Amazon Web Services Home Help

Cherwell ITSM as a Service

Cherwell Software | 1

Reviews from AWS Marketplace

0 AWS reviews
  • 5 star
    0
  • 4 star
    0
  • 3 star
    0
  • 2 star
    0
  • 1 star
    0

External reviews

157 reviews
from G2

External reviews are not included in the AWS star rating for the product.

    Food Production

Cherwell Review

  • October 03, 2016
  • Review provided by G2

What do you like best about the product?
Overall the software works very well.. The best areas are the MApps that expand the tool. and the Graphical workflow engine.
What do you dislike about the product?
There are several flaws however I wish they would fix such as..

They lack CMDB best practices documentation.
The web interface does not re-size to fir resolution.
What problems is the product solving and how is that benefiting you?
We are not far enough along in our build to answer this.
Recommendations to others considering the product:
Not sure yet.

    Brandon J.

The best ITSM system I've used

  • October 03, 2016
  • Review provided by G2

What do you like best about the product?
The code less design and extreme flexibility of the tool make this an ideal solution for my company. Managing the entire ITSM process from one application is a godsend.
What do you dislike about the product?
Connecting from the USA to the Cherwell data center in the UK has come with some latency.
What problems is the product solving and how is that benefiting you?
Simplified management of IT in one place has proven useful for us. Retirement of several older systems has made us more efficient.

    Evan M.

Good depending on your use

  • September 08, 2016
  • Review verified by G2

What do you like best about the product?
The built in ability to assign tasks or transfer tickets to other departments for resolution
What do you dislike about the product?
The interface is super clunky and it feels like they've tried to fit too many features in and muddied up the user experience as a trade off
What problems is the product solving and how is that benefiting you?
I user cherwell everyday for asset tracking, ticket creation/resolution. Accountability internally and externally has been realized
Recommendations to others considering the product:
Do your research to see if this truly supports you and your businesses needs.

    Information Technology and Services

Cherwell an effective ITSM tool

  • September 08, 2016
  • Review verified by G2

What do you like best about the product?
Has a product UI as well as a web UI.

A lot of the repetitive tasks can be automated, Search is quite intuitive and powerful.
Escalations, Approvals can be done over email real-time.

Task Flow can be truly automated with less human intervention. Is a true out of the box solution , our migration from HPSD to Cherwell was smooth and
What do you dislike about the product?
Slow UI Load time but could be my laptop, GUI Interface can be made more lively and adding more power tools \ wizards for repetitive items.
What problems is the product solving and how is that benefiting you?
Its the ITSM tool for the organization we service, it replaced HPSD for good. All our IT services are being created, maintained and tracked through this tool

    Information Technology and Services

Feature-filled ITSM tool but has a bit of a learning curve

  • August 30, 2016
  • Review verified by G2

What do you like best about the product?
- A lot of features & it is highly configurable to adapt to what your business needs
What do you dislike about the product?
- Takes quite a bit of time to become comfortable with using it effectively
- The UI feels a little dated - but that's a minor concern
- Web client is lacking functionality vs desktop client
What problems is the product solving and how is that benefiting you?
- Better ticket tracking which ultimately results in better client satisfaction
Recommendations to others considering the product:
Definitely get a significant amount of training time before switching over. There's quite a learning curve.

    Andrew P.

It works but it's clunky and slow

  • July 21, 2016
  • Review verified by G2

What do you like best about the product?
Highly configurable. Has web access. Has a mobile app. It is secure and it is good at providing a thoroughly formatted form of documentation for all different types of business needs.
What do you dislike about the product?
It is a very large application and uses lots of computing resources. Especially uses lots of devices RAM. The software isn't visually appealing at all and requires heavy setup to be efficiently used in a business environment.
What problems is the product solving and how is that benefiting you?
IT related needs. We realized the need for a reliable ticketing system for our customers.
Recommendations to others considering the product:
Make sure you have a proper set of people who can help configure the software to fully fit your needs.

    Rod M.

Cherwell has completely enhanced our ability to deliver Legendary Service!

  • March 17, 2016
  • Review provided by G2

What do you like best about the product?
The system is self seems pretty limitless and if you have a resource available to learn it then things will be amazing. I highly recommend sending a resource to the admin training and also having them get very acquainted with Cherwell University. We have successfully built 2 new objects (Work Order, IT Time Tracking) with our internal resource and things are going very well. This tool could very easily span across the entire enterprise because it is that good. The Mapps program is probably one of the most innovative ideas ever brought to an ITSM system. It gives you the ability to publish and share new objects and operations that other Cherwell vendors or customers have built. Cherwell also has a dedicated group that follows your progress to make sure you are continuing to get everything on your road map completed as you had planned.
What do you dislike about the product?
We really haven't found much that we don't like with the system because it is very powerful. I hope to see them continue to enhance all of the modules especially the project module. To have everything under one umbrella could be a huge asset but we are having trouble selling that module to our PMO office. I would like to see Cherwell offer more design workshop types of classes since they have resources that are experts in ITIL processes. The last thing is think they need to continue to grow their professional services areas to meet the growing needs. Scheduling seems to be a tough in you need something quickly. We had to farm work out to one of their preferred vendors. The 2 vendors that we have worked with (beyond20 and Excaliber) are amazing!
What problems is the product solving and how is that benefiting you?
Automated Customer communications
Customer Portal for customers to track progress.
Service Request Forms and workflows to standardize work tasks
Problem Management - Root Cause Analysis

All of these have been a huge benefit to our customers
Recommendations to others considering the product:
This is a great product. Probably one of the best available. I am excited about the future.

    Non-Profit Organization Management

Easy to Modify

  • February 09, 2016
  • Review verified by G2

What do you like best about the product?
This company was always easy to work with and listens to their customers. The platform is truly code-less and allowed us to move the major development work back down to the Service Desk instead of having to eat up time from our development team. You can change almost anything in the tool and the upgrades are so easy since they don't change your content. The new mApps feature is a great idea and something that will move Cherwell into the future.
What do you dislike about the product?
The only complaint that my team has is that the tool can be a little slow to wake up if you let it set inactive for a long period of time. Most of my complaints or issues have generally been resolved after making feature requests to the development team. As I mentioned before, they do listen to their customers.
What problems is the product solving and how is that benefiting you?
We currently use it strictly in IT but are working with other teams that have shown interest in using our tool. This has been a great way to make our customers aware of our standard services through the portal and the dashboard functionality has made it extremely easy for our managers and directors to get an immediate view of how their team is doing.
Recommendations to others considering the product:
Find that tool that fits your environment. Do your research and compare the tools closely before making a decision. I like the fact that Cherwell treats you like family and is much more responsive than most of it's larger competitors.

showing 151 - 157