Cherwell Service Management's most valuable features include functional dashboards with drill-down abilities, simple integrations due to open architecture, and effective reporting functionality. The tool offers problem and change management capabilities. Users appreciate the knowledge-based feature for logging problems and incidents, scalable integration, orchestration, discovery tools, and IT compliance. It centralizes IT services and provides self-service capabilities for end-users, facilitating efficient management reporting and support across various departments.
- "All our activities are carried out in the one place."
- "The most valuable features are problem management and change management."
- "Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."
Cherwell Service Management needs to modernize its mobile interface and end-user access features, improve its user interface, and support Agile delivery. Enhancements in Jira plug-ins, service catalogues, and the shopping cart experience are necessary. There are stability concerns in the on-premises model, while application service mapping and integrations face challenges. VPN dependency for setup and access poses issues, and there is a desire for better workflows and potential chatbot integration in the self-service portal.
- "Access is only available if we're on VPN."
- "Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."
- "Application service mapping, GRC, SecOps, and things like that need improvement."
