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.
- "The best feature is the ability to create functional dashboards, where the IT manager can interact with its data through the dashboard using the drill down feature."
- "All our activities are carried out in the one place."
- "The most valuable features are problem management and change management."
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.
- "They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user."
- "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."
