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Cherwell Service Management - Avis

En savoir plus sur Cherwell Service Management

Cherwell Software est un fournisseur innovant de plateformes de gestion des ressources et des services informatiques qui cherche à améliorer le monde de l'informatique.

En savoir plus sur Cherwell Service Management

Avantages :

You can easily configure and create Incidents and Change requests; easy to use workflow and very well integrated with Microsoft active directory.

Inconvénients :

The software becomes sluggish at times when the servers get over loaded so the users experience increased load times between screens.

Cherwell Service Management - Notes

Note moyenne

Simplicité d’utilisation
4,2
Service client
4,3
Fonctionnalités
4,4
Rapport qualité-prix
4,4

Probabilité de recommander le produit

8,4/ 10

Cherwell Service Management a reçu une note globale de 4,3 étoiles sur 5 d'après 167 avis d'utilisateurs publiés sur Capterra.

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Filtrer les avis (167)

Brian
Brian
Help Desk Analyst (É.-U.)
Utilisateur LinkedIn vérifié
Services et technologies de l'information, 2–10 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

Decent ticketing system

5,0 il y a 6 ans

Avantages :

Very straight forward to use. Haven't noticed any issues

Inconvénients :

No negatives at the moment. I will update review if any are found

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Services financiers, 501–1 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

An all-in one service management package that works but has issues

4,0 il y a 4 ans

Commentaires : 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.)

Avantages :

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.

Inconvénients :

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.)

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Médias de diffusion, 501–1 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Cherwell and its uses...

3,0 il y a 4 ans

Avantages :

Configurability. It is highly configurable.

Inconvénients :

The complexity to configure it. It was a major challenge configuring it to our needs.

Cliff
Java Software Engineer (É.-U.)
Utilisateur LinkedIn vérifié
Services aux consommateurs, 51–200 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

High level of accurateness and flexibility

4,0 il y a 6 ans

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Enseignement supérieur, 51–200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Cherwell Ticketing Software

5,0 il y a 6 ans

Commentaires : Cherwell has been great overall. Have used it for around 3 years and have had almost no functional issues with it during that time.

Avantages :

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.

Inconvénients :

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.

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Produits alimentaires, 1 001–5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Excellent help desk product

4,0 il y a 5 ans

Commentaires : I've been working with Cherwell for 4 years. The product is extremely stable and safe. Through personalized screens it is possible to have a complete view of the activities that are being requested by priority, demand and responsible.
To search for an extended call, the tool has quick and well-designed consultation screens.
I also manage the process changes using the tool.

Avantages :

The ability to create customized panels with all the demands that are being requested, filtering by responsible analyst.

Inconvénients :

When we have a large number of queries on personalized screens the product loses a lot of performance. Creating micro-slowness. Even in the transition of their product. This could definitely be better.

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Biens de consommation, 1 001–5 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Cherwell was decent but with too much customization it become cumbersome and clumsy.

3,0 il y a 7 ans

Commentaires : The best benefit is the ability to create and track tickets for your Service Desk, I would warn that you try to use it as out of the box as possible.

Avantages :

Cherwell has a great user interface and a low learning curve. We were able to use it rather easily after we had done the customization.

Inconvénients :

Customization is difficult and leads the the overall experience to decline I think. We had very specific needs and the changes we made were not done too well, especially since the consultant we had didn't know how to do them. We had to make all the changes ourselves and the system ended up slow and clumsy.

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Services et technologies de l'information, 501–1 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Requires alot of cutomization

2,0 il y a 5 ans

Commentaires : Software needs a lot of backend work and creates more issues then it resolves.

Avantages :

User limitation and liscensing. Lots of flexibility in reporting and searching.

Inconvénients :

Required lots of cutomization. Slow to run searches. Lack of ability to customize alot of setting that are important but ability to customize some that are kind of pointless.

Utilisateur vérifié
Utilisateur LinkedIn vérifié
, 1 001–5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Ability to customize but not always in an optimal way

4,0 il y a 7 ans

Commentaires : A consistent and streamlined presentation of employee service responses across multiple departments in our organization.

Avantages :

Organizes and streamlines our employee service responses across multiple HR departments. Reporting features are helpful.

Inconvénients :

We haven't always been able to customize optimally to reduce administrative burden. There are certain "statuses" we'd like to add that have been a challenge up to now.

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Hôpitaux et soins de santé, 1 001–5 000 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

Alternatives envisagées :

Cherwell ITSM very customizable

5,0 il y a 4 ans

Commentaires : The overall experience has been good, the product is excellent, but you need to invest additional money for the implementation.

Avantages :

Cherwell is a robust ITSM, you can customize the forms, notifications, workflows, almost everything.

Inconvénients :

You need specific training to configure and implement the changes. Cherwell has partners and you need to contact and contract them for the implementation. They need to improve their content on the web for the recent versions.

Robin
Application Support and Development (É.-U.)
Administration publique, 1 001–5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Best ITSSM Platform - Indespensible in Delivering Our Services

5,0 il y a 8 ans

Commentaires : Cherwell implements 11 ITIL process out-of-the-box which helped an immature organization like ours start practicing ITIL. It's automation capabilities are vast and robust. The single best part of this product is its philosophy. It is completely customizable to fit your organization's needs and if Cherwell doesn't do something another tool does or you want to continue to use that tool, Cherwell integrates with many tools natively, through merge application functionality, and lastly through general customization. Simply put, if you can dream it, Cherwell does it...and if it doesn't, it will integrate with something that does.

Avantages :

Everything! It is customizable to fit my organization's needs. I happen to be a programmer, but I don't need to be to develop and configure Cherwell. It implements robust and customizable frameworks that allow you to use it as you need to. Cherwell doesn't dictate ITSSM, it's your partner in it.

Inconvénients :

The customizability allows unwary or naive implementors, developers, or Cherwell Admins to make changes that ultimately reduce the awesomeness of the product. The biggest area of this is in implementing business processes. Before making changes, consider whether you business process is as effective as it should be, rather than making the product implement a poor-performing process.

Austin
Senior Infrastructure Administrator (É.-U.)
Services financiers, 501–1 000 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis
Source : SoftwareAdvice

Highly customizable but watch for bugs

4,0 il y a 6 ans

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

Clayton
Student Technology Assistant (É.-U.)
Enseignement supérieur, 10 000+ employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

The best way to manage inventory and tasks.

5,0 il y a 4 ans

Commentaires : We have the ability now to easily keep an eye on all service requests from any client at any time. It is very helpful to be able to pull up any information about a request from any machine so that our team can work together.

Avantages :

I like this program has a customizable interface that shows our team a consistent track of our progress. And, I like that we are able to search all tickets that have been created anywhere on our team for easy reference.

Inconvénients :

I dislike that, at times, certain tickets really require me to fill out a specific piece of information before saving the ticket. While it depends on the major service that I select, it can slow down the entire team by making us manually fill out this at a certain time.

Niru
client support analyst (Canada)
Automobile, 201–500 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

CRM Software used for Helpdesk

4,0 il y a 5 ans

Commentaires : Overall, cherwell has allowed our team to collaborate on many levels across the organization. We can create,track, monitor and assign problematic cases that come to our helpdesk from clients so we can best assist them and find a resolution.

Avantages :

I like how cherwell provides a database of all our incidents created from agents at the helpdesk. This allows us to collaborate and best assist our client with issues that arise. Cherwell service management allows admins to customize dashboards and ticket templates to best cater to the orgainzations needs.

Inconvénients :

Fairly easy to use interface, its straight forward however sometimes we experience issues with slowness of lagging. The software becomes sluggish at times when the servers get over loaded so the users experience increased load times between screens.

Robert
Professional, Tech Ops (É.-U.)
Services d'information, 5 001–10 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Widget disparity between client application and web browser

4,0 il y a 8 ans

Commentaires : All widgets are available in both the client and web parts of Cherwell, however, the widgets viewed in a web browser lack the same visual quality that you see in the client. Mainly graphs and grids differ between the client and web so much so that either widgets are doubled to accommodate the differences or separate dashboards entirely.

Avantages :

The application is incredibly customizable. You don't have to figure out how to cram a custom process into a fixed application, you just create your custom process with all and only the things and functions it needs, but still have the capability to link it to existing objects and processes

Inconvénients :

The lack of web browser compatibility development. However Cherwell is a company that actually listens to it's customers and they are constantly improving.

Steve
Service Desk Manager (É.-U.)
Services environnementaux, 201–500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Cherwell just works and I love to tell others about it

4,0 il y a 8 ans

Commentaires : From the moment that we met the Cherwell folks in 2014 we knew that they were the right fit for us. They listen to their customers and they truly care about our needs and they encourage user input and interaction. There hasn't been a need that we've thought of that we either haven't been able to do or haven't been able to find an answer from the user community.

Avantages :

It's extensibility. There hasn't been anything that we haven't been able to find an answer for so far.

Inconvénients :

When building a new business object there are so many options and check boxes (that's good). The problem customers face is that we don't know exactly what all those check boxes do so would like to see additional documentation on those.

Yogesh
Network Architect (R.-U.)
Services et technologies de l'information, 201–500 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Cherwell Service Management

5,0 il y a 4 ans

Avantages :

Integration into the business was quite straight forward. Many customisable features to tweak it to the company needs and for reporting. Overall a very powerful too for any organisation.

Inconvénients :

Not a bad thing, but you can get lost in customisation.

David
Data Center Operations Manager (É.-U.)
Hôpitaux et soins de santé, 10 000+ employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Excellent ITSSM and climbing rapidly.

5,0 il y a 8 ans

Commentaires : Excellent product with very good support. Very flexible and supports many business processes beyond ITSM. Has been effective for our organization for Supply Chain management. Very good user group community that free contributes mApps that significantly enhance functionality. Also has excellent business partners supporting a wide array of services.

Avantages :

Powerful and flexible. Great dashboards and reportts.

Inconvénients :

Allows you to implement poorly if you don't follow best practices. The look and feel of Windows client is a bit dated and needs refreshed.

Michael
Director of User Support (É.-U.)
Gestion de l'enseignement, 201–500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Best solution... even for the little guy!

5,0 il y a 8 ans

Commentaires : Cherwell is the best solution for ITSSM on the market -- even for small businesses or schools. Cherwell is easy to configure and intuitive to use. Unlike other ITSSM vendors, it is flexible enough to handle anything without needing costly customizations. As a company, Cherwell is like a family. They truly care about their customers and their customers' success. In my experience, this is VERY rare among other ITSSM vendors.

Avantages :

Easy to use and customize. Extremely scalable without the need of costly vendor or 3rd-party professional services.

Olivier
Customer Support Director (É.-U.)
Assurance, 1 001–5 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

A cost-savvy tool that you can do anything with (except coffee)

5,0 il y a 8 ans

Commentaires : We needed a new ITSM tool that could do almost everything out-of-the-box, that was customizable, that allowed us to automate most of our regular processes and that didn't cost too much. After comparing most existing tools, Cherwell was the only one that filled our criteria. All of them. Anything you want to do with it can be implemented within days, even hours.

Avantages :

It can do anything, it is very customizable, it has an out-of-the-box fully working self-service portal, and my users love it!

Inconvénients :

The web interface could get some more love. Currently it's a web view of the hard client view, whereas I'd like it to use more of what web browsers and languages can currently offer.

Chris
Cherwell Product Manager (É.-U.)
Enseignement supérieur, 10 000+ employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Excellent Product, Excellent Company

5,0 il y a 8 ans

Commentaires : Cherwell is a great company to work with, they are responsive and never leave you hanging. The product is very flexible, we went from a NO organization to a YES organization. When we have requests for functionality we can meet our customers needs using Cherwell. The code-less platform is a great way to customize the program and not hamper our ability to upgrade to the latest version.

Avantages :

flexible, easy to upgrade, complete vendor support

Inconvénients :

After version 7, the theme colors were removed.

Nejen
Application Support Tier 2 (Canada)
Services et technologies de l'information, 201–500 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Cherwell Review

3,0 il y a 5 ans

Commentaires : Cherwell is the CRM being used to track ticket submissions and acts as a KCS tool.

Avantages :

Cherwell is great from an end user point of view. Provides the functionality to create tickets and work though an escalation flow with ease.

Inconvénients :

It is very tedious to setup with many manual steps required. To do small things like set up a dashboard multiple mini steps are required.

Sue
Sr. Application System Analyst (É.-U.)
Hôpitaux et soins de santé
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Sue Pip- MD Anderson.org

4,0 il y a 8 ans

Commentaires : I have using Cherwell Service Management for the past 3.5 years as a Administrator. I find that Cherwell is easy to design basic requirements and also for difficult requirements. I find the upgrades are easy to preform, however they usually come with a few bugs that have to be fixed.

Avantages :

Easy to use for the end user

Inconvénients :

1st level of Support is not as knowledgeable they need to be when calling in for assistances.

Mike
PM/Applications analyst (É.-U.)
Recherche, 1 001–5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Great software, great company.

5,0 il y a 8 ans

Commentaires : We've been using Cherwell for two years, and I still feel we've made the right choice. Its OOTB is excellent, and the ability to customize and expand the capabilities is great.

Avantages :

Works as expected. Easy to configure and is very intuitive.

Inconvénients :

Not really a "con", but our users are always coming up with new ways to use Cherwell.

Bernie
Change manager (É.-U.)
Enseignement supérieur, 5 001–10 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Flexible and plays well with others

5,0 il y a 8 ans

Commentaires : CSM offers a truly flexible platform that allows mapping your business processes regardless of complexity or size. This enables your work flow, not what just the tool does. CSM also integrates with any REST api as well as offering its own. So what ever you want to do is possible.

Avantages :

Flexibility and integrations

Inconvénients :

Mobile client