ITSM Specialist at a computer software company with 5,001-10,000 employees
Real User
2021-12-20T13:07:00Z
Dec 20, 2021
Cherwell isn't a bad tool out of the box, but it requires customization to enhance some features like change management. Some of the smaller customizations that longer than might be expected. This solution is fine for small to medium organizations, but I think it would be a struggle to implement in a bigger organization that wants lots of customization. I'd give Cherwell a rating of seven out of ten.
We have implemented Cherwell Service Management - once SaaS and once on-premise.
SaaS solution was up and running in days with a couple of month's of process customization to follow (organization size was <1,000 employees).
The on-premise solution was more involved and involved an organization with over 2,000 employees - took longer because the client had to clean-up active directory for authentication, did not have good processes, did not have a strong project sponsor, etc.
Both are up and running and happy with a solution that can be configured the way they need it and we have software contracts for 5 and 10 years respectively. ;)
ServiceNow Architect / Lead Developer & Owner at Hana Technical Solutions
Real User
2021-02-17T04:00:21Z
Feb 17, 2021
I would advise others to just be ready to have an on-premise solution. As far as configuration and everything goes, you will probably need a team of developers or implementers. It is highly configurable, so you would probably need some support in that area. I would rate Cherwell Service Management a seven out of ten.
We use the solution every day and quite extensively. For those considering implementing the solution, I'd say as long as you have your processes in order, it will be an easy solution to adopt. Without them ready and lined up, it will be a difficult implementation process. I'd rate the solution overall seven out of ten. I'd rate it higher if it was more user-friendly in design.
Help Desk Software offers an efficient way for businesses to manage customer inquiries, improving response times and customer satisfaction. It's a crucial tool for any company aiming to enhance its support services.Help Desk Solutions streamline communication between customers and support teams through ticket management systems. These platforms are designed to consolidate requests from various channels into a single interface, allowing support teams to prioritize and respond effectively. The...
I rate this solution nine out of 10.
Cherwell isn't a bad tool out of the box, but it requires customization to enhance some features like change management. Some of the smaller customizations that longer than might be expected. This solution is fine for small to medium organizations, but I think it would be a struggle to implement in a bigger organization that wants lots of customization. I'd give Cherwell a rating of seven out of ten.
We have implemented Cherwell Service Management - once SaaS and once on-premise.
SaaS solution was up and running in days with a couple of month's of process customization to follow (organization size was <1,000 employees).
The on-premise solution was more involved and involved an organization with over 2,000 employees - took longer because the client had to clean-up active directory for authentication, did not have good processes, did not have a strong project sponsor, etc.
Both are up and running and happy with a solution that can be configured the way they need it and we have software contracts for 5 and 10 years respectively. ;)
I would advise others to just be ready to have an on-premise solution. As far as configuration and everything goes, you will probably need a team of developers or implementers. It is highly configurable, so you would probably need some support in that area. I would rate Cherwell Service Management a seven out of ten.
We use the solution every day and quite extensively. For those considering implementing the solution, I'd say as long as you have your processes in order, it will be an easy solution to adopt. Without them ready and lined up, it will be a difficult implementation process. I'd rate the solution overall seven out of ten. I'd rate it higher if it was more user-friendly in design.