Cherwell Service Management vs IT Care Center comparison

Ivanti and IT Care Center are both solutions in the Help Desk Software category. Ivanti is ranked #29, while IT Care Center is ranked #40. Ivanti holds a 1.7% mindshare in HDS, compared to IT Care Center’s 1.0% mindshare. Additionally, 80% of Ivanti users are willing to recommend the solution, compared to 100% of IT Care Center users who would recommend it.

Cherwell Service Management

Read 6 Cherwell Service Management reviews

1,603 Views
1,379 Comparison Views

80% willing to recommend

IT Care Center

Read 7 IT Care Center reviews

1,050 Views
924 Comparison Views

100% willing to recommend

Cherwell Service Management

IT Care Center

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Cherwell Service Management and IT Care Center are competing IT service management solutions. Cherwell has an advantage in pricing and support, while IT Care Center offers superior features worth the investment.

Features: Cherwell Service Management provides extensive customization options, strong integration capabilities, and a comprehensive knowledge-based feature for problem and incident logging. IT Care Center emphasizes automation, efficient incident management, and flexible form creation, allowing for streamlined processes through detailed workflows.

Room for Improvement: Cherwell could enhance its automation features and update its user interface for a modern look, while also expanding service options beyond IT. IT Care Center can improve cost-effectiveness, offer more customization for different industry needs, and simplify its learning curve for new users.

Ease of Deployment and Customer Service: Cherwell supports both on-premise and cloud deployment with a customizable onboarding process. IT Care Center focuses on cloud deployment with a straightforward setup and excellent customer support, ensuring quicker deployment and enhanced service.

Pricing and ROI: Cherwell Service Management offers cost-effective licensing options, leading to a positive ROI by providing budget-friendly choices. IT Care Center requires a higher initial investment but offers long-term savings and efficiency through its advanced feature set.

To learn more, read our detailed Cherwell Service Management vs. IT Care Center Report (Updated: May 2026).

Buyer's Guide

Cherwell Service Management vs. IT Care Center

May 2026

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Helped 893,311 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Cherwell Service Management

Ranking in Help Desk Software

29th

Ranking in IT Service Management (ITSM)

25th

Average Rating

7.2

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

No ranking in other categories

IT Care Center

Ranking in Help Desk Software

40th

Ranking in IT Service Management (ITSM)

37th

Average Rating

8.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of May 2026, in the Help Desk Software category, the mindshare of Cherwell Service Management is 1.7%, up from 0.6% compared to the previous year. The mindshare of IT Care Center is 1.0%, up from 0.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
Cherwell Service Management	1.7%
IT Care Center	1.0%
Other	97.3%

Help Desk Software

Featured Reviews

Thobile Moeketsi

Senior Manager at Sasria SOC Ltd.

Having everything in one location has significantly improved our efficiency and reporting

We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.

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Yoram Avraham

Technology and Infrastructure Manager at Colmobil

Simple and quick to implement, easy to use, saves us time and money

This is a very flexible system, which is why I chose the platform. It is flexible with respect to our company processes and workflows, and this is something that is very important to us. The system allows us to configure simple forms and flows, and we use it when new employees are hired, when one transfers from one unit to another, or when one leaves the company. These are the main reasons that I use the functionality of the forms. IT Care Center has very much helped to simplify our IT service management. I have an SLA that commits me to 85% with the company. This platform allows me to provide services at almost 92%. It is very useful from this point of view. This product has helped us to reduce the number of IT tickets because after we have worked on a problem and closed the ticket, we send the user information on what steps we took to solve the problem. With the explanation, a user knows how to deal with the problem if it happens again. The reports also help us to reduce the number of tickets that we have. We look to see what the main reasons are for incidents and look at whether the same problem is recurring. This allows us to fix the problem in basic maintenance, and it has been very successful in helping to reduce the number of related tickets. Using this solution has helped us to reduce costs in two ways, both as a result of having fewer tickets. The first is that we have fewer employees; we have reduced our staff from five people to only three. Second, we have reduced the related hardware costs. We do not need to pay for as many PCs or laptops.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"We use the solution every day and quite extensively."

"Its integration features, orchestration features, and discovery tools are the most valuable."

"The dashboard and the reporting functionality are the solution's most valuable features."

"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."

"All our activities are carried out in the one place."

"The dashboard is very useful to get a quick overview of current tasks."

"Clear processes with transparent responsibilities led to more efficiencies within the teams."

"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."

More Cherwell Service Management pros

"It runs smoothly and all of the components are very easy to work with."

"We managed to reduce costs by half by switching to IT Care Center, not including any professional services."

"ITCC has helped us to simplify our IT service management and has definitely helped in reducing our time for consolidating reports, classifying reports, and tracking the problem, tickets, issues, and resolve."

"It provides the ability to view all information relevant to a task. When you open a task, you can see all sub-tasks and the relevant information underneath it. You don't have to search for all the tasks and cases that are relevant to the same issue. The sub-task listing is the most valuable feature of this solution for us. We are also able to create workflows for things such as new hires and purchase requests. We are using it for onboarding new hires in multiple departments, and we are able to create workflows with IT Care Center. We have subsidiaries, and for every subsidiary, we have different rules. It allows us to put the name of the new hire and the computer and software needs for that subsidiary. Around 30% or 40% of our processes are self-service now. We have additional work to do, but we're getting there. I like the flexibility that IT Care Center provides for creating the forms. I can put the fields, values, dropdowns, etc. It makes things much easier, which is another advantage of this solution. When a user opens a ticket, there are certain values that he or she must enter in order for us to solve the ticket faster. For example, a user must enter his or her email. So, I can create a form with all the things that he or she must do, such as provide an email, phone number, etc. These are required fields. A user can't create a ticket without providing that information. So, it saves time and makes the work efficient."

"Overall, the solution has helped to simplify our IT service management, with fewer calls giving us more time to work without distraction, better efficiency in the IT department, and cost reductions of 33 percent along with a 30 to 35 percent reduction in the time it takes to manage tasks."

"IT Care Center enables us to configure simple forms and flows. It makes our daily customer-facing work very efficient and easy. For example, if we want to add some new flows or change something, we have the ability to do it by ourselves in our own time and manner. This makes it very efficient."

"My advice for anybody who is looking into this product is not to think twice."

"The IT Care Center system enables me to see the SLAs of the company in one place, on a daily, weekly, monthly, quarterly, and yearly basis, in a very easy way."

More IT Care Center pros

Cons

"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."

"The support from the actual manufacturer is poor."

"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."

"Agile delivery should be supported."

"We need to be on VPN in order to set up and access the solution, and that has created some challenges."

"The solution could be more user-friendly."

"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly."

More Cherwell Service Management cons

"There is no global support. With our previous system, we had 24/7 global support. We need much faster support. When I have an issue and raise a ticket, someone should call me back. They can also think about having object-oriented APEX so that the agents can easily create dashboards instead of having to learn the complete APEX language. This is something very important for us. We are using Oracle APEX for creating certain dashboards with KPIs. This is the visual platform that we use to see all the data, and it is very important for us because we get all the BI and data. Currently, we have a vendor who helps us with that because we don't know how to use it ourselves. We want to use it to make more dashboards with more KPIs for every department, but we cannot because we don't have the knowledge. We are very dependent on the vendor and the time he has for us."

"There is no such thing as a perfect solution and in the past, I have contacted support to implement new features."

"IT Care Center has some room for improvement in regard to mobile. It doesn't have an application, there is only an adaptable web page, and that is less convenient."

"The UI screens could be a little bit more modern."

"IT Care Center has some room for improvement in regard to mobile. It doesn't have an application, there is only an adaptable web page, and that is less convenient."

"There is no global support. With our previous system, we had 24/7 global support."

"Our business is quite interesting because we actually look at our staff based on their productivity. So if a case is created where we want to track the productivity of the user, sometimes we look at how many actual hours they clocked in to solve the case. We realized that it would take quite a lot of hours, which was unusually high. We want to look at how we can measure that against a baseline. For example, every user should resolve the issue within three hours. We want a certain baseline where they have to resolve the issue within certain times and if they don't, I would get alerted."

More IT Care Center cons

Pricing and Cost Advice

"For an ITIL user, the cost is probably about 50 bucks a month."

"We reduced our costs compared to our previous solution, which was really expensive. We managed to reduce costs by half by switching to IT Care Center, not including any professional services."

"Buy it as one package, not as modules. That is from my knowledge and experience. Most of the time, it has better pricing. They have flexibility by price size in the negotiation."

"With SysAid, we paid for every end-user. If we had 100 end-users, we had to pay for each one of them. With IT Care Center, we can have as many users as we want. We only pay for the end unit. We have the asset manager and different models that we can use for the same price. So, it reduces costs."

"The licensing model is very flexible."

"Compared to other products in the market, pricing is reasonable. It does meet our usage and requirements."

"This product is very cheap when compared to other platforms."

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Top Industries

By visitors reading reviews

Computer Software Company

11%

Construction Company

11%

Manufacturing Company

10%

Energy/Utilities Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	1
Midsize Enterprise	4
Large Enterprise	2

Comparisons

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BMC Helix ITSM vs Cherwell Service Management

Compared 14% of the time

Freshservice vs Cherwell Service Management

Compared 7% of the time

Ivanti Neurons for ITSM vs Cherwell Service Management

Compared 7% of the time

Clarity SM vs Cherwell Service Management

Compared 4% of the time

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ServiceNow vs IT Care Center

Compared 29% of the time

SCSM vs IT Care Center

Compared 17% of the time

ConnectWise PSA vs IT Care Center

Compared 15% of the time

Atera vs IT Care Center

Compared 10% of the time

Ivanti Neurons for ITSM vs IT Care Center

Compared 7% of the time

More IT Care Center Competitors

Product Reports

Buyer's Guide

IT Service Management (ITSM)

April 2026

Download Cherwell Service Management product report

Buyer's Guide

IT Care Center

May 2026

Download IT Care Center product report

Also Known As

No data available

IT Care Center Asset Management, IT Care Center Analytics, IT Care Center Application Delivery, IT Care Center Service Catalog

Overview

Cherwell Service Management is designed to provide scalable and stable support for IT processes. Enhancing reporting and management interactions, it benefits departments with its integration features, knowledge base, and open architecture.

Cherwell Service Management simplifies task and resource management for organizations handling incident, problem, and change management. With its robust framework, hospitals manage clinical and non-clinical incidents, while integration options like Azure facilitate ITSM and CMDB discovery. The platform's strong reporting capabilities support recording incidents and changes, enabling diverse enterprise applications. Enhancements are needed in areas like agility support and JIRA integration.

What are the key features of Cherwell Service Management?

Dashboard: Offers quick task overviews for enhanced productivity.
Reporting Functionality: Simplifies data analysis and communication.
Self-Service Capabilities: Empowers users to resolve issues independently.
Integration and Orchestration: Ensures seamless connectivity with other tools.
Change Management: Provides stability in adapting processes.

What benefits should users consider when evaluating Cherwell Service Management?

Scalability: Supports growth and adaptation in IT environments.
Knowledge-Based Feature: Facilitates improved decision-making and compliance.
Functional Dashboards: Allow interactive data exploration through drill-down features.
Ease of Use: Open architecture benefits diverse departmental needs.

In hospitals, Cherwell Service Management handles both clinical and non-clinical incident management with integrations like ink cartridge tracking. Middle-sized teams increase efficiency in task management, while companies utilize its CMDB discovery for ITSM needs. Modernization is essential for mobile interfaces and VPN access, ensuring improved user interaction.

Ivanti

IT Care Center enhances IT management through efficient ticket handling, workflow creation, and extensive integrations, enabling customized solutions and promoting self-sufficiency.

Known for its robust features, IT Care Center is ideal for managing IT incidents, requests, and change management. It streamlines workflows for HR processes like onboarding and offboarding, supports project management, and offers dashboards, license management, and monitoring capabilities. With plans for cloud migration, it aims to further enhance deployment flexibility while needing improvements in mobile responsiveness, UI design, SSO integration, and admin resources. Users seek enhanced connectivity with tools such as Teams and Cisco, and the development of a native mobile application for better productivity tracking.

What are the key features of IT Care Center?

Sub-task Listing: Organized task management.
Easy Ticket Management: Streamlined ticket handling process.
Workflow Creation: Customized processes for efficient management.
Tool Integrations: Compatible with tools like Slack.
Custom Forms and Fields: Personalized user configurations.
Reports and Diagnostics: Advanced insight and troubleshooting.
Automation: Enhanced service speed and accuracy.

What benefits or ROI should users evaluate?

Improved Efficiency: Saves time with self-service capabilities.
Reduced Dependencies: Minimizes need for external support.
Data-Driven Insights: Helps in strategic decisions with robust reporting.
Increased Flexibility: Customizable configurations without vendor support.

Industries implement IT Care Center to improve internal customer support and manage IT workloads effectively. It's often deployed on-premises with cloud options being explored to meet evolving business needs, making it suitable for companies managing IT processes, asset tracking, and workforce transitions.

IT Care Center

Sample Customers

Ausenco, Highlights for Children, B/E Aerospace

Information Not Available

Buyer's Guide

Cherwell Service Management vs. IT Care Center

May 2026

Free Report: Cherwell Service Management vs. IT Care Center

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