--- description: Review of Cherwell Service Management Software: system overview, features, price and cost information. Get free demos and compare to similar programs. image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png title: Cherwell Service Management | Reviews, Pricing & Demos - SoftwareAdvice AU --- Breadcrumb: [Home](/) > [Online Project Management Software](/directory/436/web-based/software) > [Cherwell Service Management](/software/6396/cherwell-service-management) # Cherwell Service Management Canonical: https://www.softwareadvice.com.au/software/6396/cherwell-service-management Page: 1 / 8\ Next: [Next page](https://www.softwareadvice.com.au/software/6396/cherwell-service-management?page=2) > Cherwell Service Management is a cloud-based IT service management solution that helps IT teams in organizations to implement, automate and upgrade service and support processes. Cherwell Service Management supports process customization that allows departments to tailor the solution according to their native workflow processes. The solution provides users multiple ITIL verified processes such as incident, problem, request and event management. It also enables users to leverage ITIL service transition processes including change, configuration, release and deployment management. Cherwell Service Management provides IT self-service portal that automates request fulfillment and consolidates multiple independent portals in a single site. The dashboard enables users to spot trends, eliminate bottlenecks and comply with service delivery guidelines. Cherwell Service Management is available on a pay-as-you-go subscription model. Perpetual license is also available for a one-time fee in case businesses wants an on premise deployment. Support is available via email, phone and through webinars and Cherwell’s online community. > > Verdict: Rated **4.3/5** by 166 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.3/5** | 166 Reviews | | Ease of Use | 4.2/5 | Based on overall reviews | | Customer Support | 4.3/5 | Based on overall reviews | | Value for Money | 4.4/5 | Based on overall reviews | | Features | 4.4/5 | Based on overall reviews | | Recommendation percentage | 80% | (8/10 Likelihood to recommend) | ## About the vendor - **Company**: Cherwell Software - **Location**: Colorado Springs, US - **Founded**: 2004 ## Commercial Context - **Starting Price**: USD 189.00 - **Pricing model**: Per Feature (Free version available) - **Pricing Details**: Pricing information is available on inquiry. - **Target Audience**: 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based, Windows (Desktop), Windows (On-Premise), Linux (On-Premise), Android (Mobile), iPhone (Mobile), iPad (Mobile) - **Supported Languages**: English - **Available Countries**: Australia, Canada, Germany, United Kingdom, United States ## Features - API - Activity Dashboard - Alerts/Escalation - Alerts/Notifications - Asset Lifecycle Management - Asset Tracking - Assignment Management - Audit Management - Automated Routing - Availability Management - Budgeting/Forecasting - Change Management - Chat/Messaging - Client Portal - Collaboration Tools - Compliance Tracking - Configurable Workflow - Configuration Management - Contract/License Management - Cost Tracking ## Integrations (14 total) - Avaya Experience Platform - JIRA Service Management - Jira - Microsoft Azure - Microsoft Outlook - Microsoft SharePoint - Nagios XI - Network Performance Monitor - NiCE CXone - Oracle Service - SAP Business One - Spiceworks Cloud Help Desk - Twitter/X - Webex Suite ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat ## Category - [Online Project Management Software](https://www.softwareadvice.com.au/directory/436/web-based/software) ## Related Categories - [Online Project Management Software](https://www.softwareadvice.com.au/directory/436/web-based/software) - [Marketing Project Management Software](https://www.softwareadvice.com.au/directory/1815/marketing/software) - [Project Portfolio Management Software](https://www.softwareadvice.com.au/directory/1937/ppm/software) - [Small Business Project Management Software](https://www.softwareadvice.com.au/directory/3618/small-business/software) - [Nonprofit Project Management Software](https://www.softwareadvice.com.au/directory/3863/nonprofit/software) ## Alternatives 1. [Freshservice](https://www.softwareadvice.com.au/software/436317/freshservice) — 4.5/5 (714 reviews) 2. [Freshdesk](https://www.softwareadvice.com.au/software/110247/freshdesk) — 4.5/5 (3425 reviews) 3. [LiveAgent](https://www.softwareadvice.com.au/software/109980/liveagent) — 4.7/5 (1781 reviews) 4. [Zendesk Suite](https://www.softwareadvice.com.au/software/26892/zendesk-talk) — 4.4/5 (4079 reviews) 5. [SysAid](https://www.softwareadvice.com.au/software/158389/sysaid-it-crm) — 4.5/5 (519 reviews) ## Reviews ### "Cherwell is Great" — 5.0/5 > **George** | *1 October 2019* | Higher Education | Recommendation rating: 10.0/10 > > **Pros**: Ease of administration and support when issues arise > > **Cons**: Many options. Difficult to decide where to go next ----- ### "An all-in one service management package that works but has issues" — 4.0/5 > **Verified Reviewer** | *20 May 2021* | Financial Services | Recommendation rating: 7.0/10 > > **Pros**: While not always easy or straightforward, this service management product is highly customizable and can be used for a variety of areas such as a knowledge database, help desk, incident tracking, change management, etc. > > **Cons**: Customization can take a lot of work and upgrades can often break functionality with no eta or workarounds aside from downgrading or waiting for a future upgrade (which could be a year+ away.) > > Overall, Cherwell Service Management has fulfilled its requirements. However, upgrades are finicky and deep customization really can take a lot of work. Some of them are straight forward and some really require a lot of time to get going, more so than you would expect for similar products. (Similar product are, less customizable, however, take less of a lift on what you can do with them which is a trade-off you need to understand going into it.) ----- ### "Highly customizable but watch for bugs" — 4.0/5 > **Austin** | *28 June 2019* | Financial Services | Recommendation rating: 8.0/10 > > **Pros**: Cherwell gives you the ability to do almost anything you want/need to do. It's built in workflow (One-Step) feature is great for automating repeatable tasks. The extensibility and integration options are also huge benefits. Being able to link into pretty much any other application with a SQL back-end is huge. > > **Cons**: There are quite a few bugs especially when it comes to the browser side of things. Customizing the Customer Portal lacks a functioning WYSIWYG interface and if you're a hosted customer, you have to open a ticket to have support restart IIS services before some of your changes go into effect. This makes creating/modifying a Customer Portal very painful. The Browser Client for technicians is also quite buggy. With the amount of "out of the box" features the software comes with, be very careful.. As some of these features are misconfigured out of the box and require either scouring the whole system or relying on a third party vendor who knows where the bugs are and can fix them. If you ask me, this is just a way to force you to use a consultant for implementation. > > In the grand scheme of things, the software works very well. We are able to tailor it to meet our requirements for separating Incidents and Service Requests without too much of a learning curve. This has allowed us to obtain accurate metrics that were previously unavailable. The ability to customize everything has also opened up options for other teams to use the software instead of relying on email because other ticketing systems are too restrictive. ----- ### "High level of accurateness and flexibility" — 4.0/5 > **Cliff** | *14 March 2019* | Consumer Services | Recommendation rating: 8.0/10 > > **Pros**: The company has expanded its ITOM capabilities and supports a wide range of third-party integrations and extensions. For instance, the example of such a platform can be Exchange Mergeable Application. In a few words, this application gives various opportunities for third-party developers to host their applications. In general, the vendor pleases us with the new program’s opportunities and abilities rolling out pretty frequently. We have given our preference to Cherwell Service Management because of its great visualization capabilities, user-friendliness of the program’s interface, powerful reporting, etc. With its help, our team has automatized numerous processes and tasks. The platform pleases with its accurate dashboards and incredible search abilities. > > **Cons**: The company has a tendency to reassign account people. Maybe, the reason for that is the high speed of their self-development, who knows. But still, it may cause little difficulties. Where we see problems with Cherwell Service Management is that this program requires a lot of computer memory to run correctly. In addition, the program will be a real pain without a strong infrastructure from your side. What’s more, this solution does not have any web version. > > Cherwell Software offers one ITSM product which is aimed at companies with medium and high level of maturity. If you are interested in integrating a flexible and adjustable solution in your organization, then Cherwell Service Management is exactly what you require. ----- ### "Cherwell Ticketing Software" — 5.0/5 > **Verified Reviewer** | *13 February 2019* | Higher Education | Recommendation rating: 9.0/10 > > **Pros**: Cherwell does a great job of keeping track of tickets across multiple teams with seamless integration. Makes ticketing for a large IT Dept. with over 12 teams easy. The software is customizable and allows for automation in just about every facet of the program. Tasks that take up to 10 minutes can be done instantly through the One-Step feature. > > **Cons**: The software is lacking in visual design. It's functional but getting information to be readable and look good is very hard and takes quite a bit of work in the dashboard manager. > > Cherwell has been great overall. Have used it for around 3 years and have had almost no functional issues with it during that time. ----- Page: 1 / 8\ Next: [Next page](https://www.softwareadvice.com.au/software/6396/cherwell-service-management?page=2) ## Links - [View on SoftwareAdvice](https://www.softwareadvice.com.au/software/6396/cherwell-service-management) ## This page is available in the following languages | Locale | URL | | de | | | en | | | en-AU | | | en-GB | | | en-IE | | | en-NZ | | | fr | | ----- ## Structured Data