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.
- "Implementing CSM has made us very efficient and we're now able to plan changes and the steps required for implementation."
- "Its integration features, orchestration features, and discovery tools are the most valuable."
- "We use the solution every day and quite extensively."
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.
- "We need to be on VPN in order to set up and access the solution, and that has created some challenges."
- "The support from the actual manufacturer is poor."
- "The solution could be more user-friendly."
