Cherwell Service Management Erfahrungen

Cherwell Ticketing Software

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

Vorteile:

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.

Nachteile:

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.

Best ITSSM Platform - Indespensible in Delivering Our Services

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

Requires alot of cutomization

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

Vorteile:

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

Nachteile:

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.

Cherwell is a great ITSM that is easily expanded to the Enterprise

Kommentare: We implemented Cherwell in 2013. Currently we have incident, service request and change management implemented within IT. IT Projects underway are problem management, knowledge management and employee on-boarding/off-boarding. We also expanded the tool to Customer Service, Operations, Facilities Service and Supply Chain. Our next non-IT project will be implementing the tool within HR. The tool does not require programming background to configure. We have two non-technical
resources who are responsible for the administration of the tool and development of new applications. Dashboards are an easy way to report real time data from the system. They are powerful and we use them everyday to monitor our service. As a company Cherwell is 100% customer focused. They listen to us and help us be successful with the tool. The culture of the company is amazing and not something you typically see at a software company.

Vorteile:

Configurability, flexibility and ability to expand beyond IT.

Nachteile:

The report writer is difficult to learn and understand.

Enterprise-Level Ticketing System

Kommentare: I really like Cherwell, and find it does meet our needs well for ticketing. I'm able to enter my information quickly to submit and process tickets. Great tool.

Vorteile:

Cherwell is a well established IT ticketing tool, that my company has used for over two years now. We use it for incident reporting and journaling, as well as for our operation changes. I really like the robustness of it. It's user friendly, and has options and controls for almost anything I'd want to enter for the tickets. The software is customizable, and our admin team has tweaked things to be more in line with our company and uses. It has a clean smooth interface and does handle everything we want to do with our tickets.

Nachteile:

When we first switched to Cherwell from HPSM, we did find the learning curve to be large, as the two tools have many differences. In general, like with any software, it does take time to get used to, but once we did get used to it, it seems rather smooth.

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

Kommentare: 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.)

Vorteile:

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.

Nachteile:

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.)

Cherwell is a powerful, flexible software that is great out of the box

Kommentare: We did not have an ITSM software in place prior to implementing Cherwell, so we did not come in with any preconceived notions. The implementation was smooth and the PSO helped us customize the software during the process. I have found it to be very easy to maintain, upgrade, modify, and enhance. The Cherwell customer community is vibrant and the company listens and incorporates ideas and requests from its user base. Support is very friendly and helpful, and always willing to help me with implementing any ideas I come up with. I also very much appreciate their emphasis on participating in their community and supporting organizations who have a positive impact on our world.

Vorteile:

The product allows for a high level of customization and is very easy to use, both from user and administrator standpoints.

Nachteile:

The built in report writing leaves something to be desired. However, reporting through dashboards and searches within the system is a great alternative.

Cherwell has changed my career life.

Kommentare: Using Cherwell has been great because I have gotten to learn a new software product and how to develop in it, whereas before I was sort of stuck not doing any development work for years. CSM has challenged me to learn more and stretch boundaries in planning future projects for more innovative development, as well.

Vorteile:

I really like how the company makes its customers feel special and makes us a priority, and how it is a software company that is proud of providing a code-less software product, that always seeks to be innovative and the best.

Nachteile:

There are some quirks in the product that cannot be explained that exist in different places in the software that make troubleshooting a challenge at times. I have a One-Step, for example, that changes perspective after the 4th or 5th step, for some reason, and I had to build a work-around for it.

Consistent Reliability and Functionality

Kommentare: Exceptional Experience of which has made management of my position easy.

Vorteile:

This ticket system is efficient and as customizable as the person might choose if they have the know-how and drive to do so, ease of function and redirect allows for a streamlined system for resolution of issues.

Nachteile:

It could be more intuitive in some areas and the report pulling leaves a lot to be desired on this area of opportunity

Clunky and poor user interface

Kommentare: Have not enjoyed my experience with this product. The software feels antiquated and out of date.

Vorteile:

Users can create a case via emails and can be updated on the progress of the case via emails. Ability to re-assign ownership to tasks when necessary. A dashboard, while not terribly elegant looking, does provide insights into open cases within a users area. Ability to send the ticket to Salesforce, which is a far superior case management system. "Incident actions" allow users to nominate a case for a knowledge base article though we've not used this feature yet.

Nachteile:

The interface is clunky at best and unusable at worst. It feels and looks like a piece of software built in the 80's. Once a user clicks into the case they've been assigned, it becomes very difficult to get a complete view of the thread and what has been worked on. There is simply too much going on within the cases screen itself. New users will surely be overwhelmed as they use the system for the first several months. They will likely find themselves gravitating towards the email and subsequent threads that started the case.

Widget disparity between client application and web browser

Kommentare: 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.

Vorteile:

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

Nachteile:

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

Cherwell just works and I love to tell others about it

Kommentare: 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.

Vorteile:

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

Nachteile:

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.

Once you go Codeless you'll never go back

Kommentare: Cherwell has allowed our I.T. to really mature our IT and Business processes. We have made huge gains in providing our I.T. department with dashboards that provide real-time information. We no longer spend hours gathering reporting information. With Search Manager and Report Manager, you'll wonder how you ever did with out these. They are huge time savers and the best part of working within Cherwell Service Management is that you don't have to rely on Vendor support or Developers to re-customize and configure. It's all at your fingertips. Cherwell has certainly made our lives easier. We are looking forward to future gains that can be made with this super great ITSM tool.

Vorteile:

It's codeless and super friendly

Nachteile:

I don't have any cons at this point

Cherwell for Change Management

Kommentare: We did our implementation of Cherwell in an unconventional way. We started with the Change Management module because that is what we needed the most. From there we tackled Problem Management and then Incident Management. It was amazing how quickly we got Change Management working for Calvin IT. We did not have C.M. before so this was not only a technology project but also a culture change. Cherwell Software provided both a easy starting point out of the box and a easy path to make the changes we needed. The quick win in Change Management allowed us to tackle Problem and Incident with great momentum.

Vorteile:

Easy to customize and develop new business processes

Nachteile:

The portal needs to be responsive - the objects are currently static.

Cherwell Service Management Review

Kommentare: Cherwell was a very easy application to install and configure to meet the needs of our organization. As the sole developer for the app, with the help of a vendor to start, we were able to get almost everything we needed up and running. Since the initial rollout, we've needed only occasional vendor support for some complex integrations, but everything else has been manageable internally. Overall, great product and easy to use and administer.

Vorteile:

Easy to use and customize.

Nachteile:

Sometimes not as powerful as you'd like.

Sue Pip- MD Anderson.org

Kommentare: 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.

Vorteile:

Easy to use for the end user

Nachteile:

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

My Favorite Toy

Kommentare: If I can dream it, I can configure it in Cherwell. I love to describe it as playing a chess game with 5,000 pieces. My colleagues repeatedly ask, 'Can this be done? My usual response: give me 5 minutes and I will roll it out.

Vorteile:

It can be configured in almost unlimited ways.

Nachteile:

The features are so robust, sometimes I need assistance to find where to configure a tool.

Amazing software

Vorteile:

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

Nachteile:

Some current challenges with multiple developers working simultaneously. The DEV leadership at Cherwell is currently working to resolve this challenge.

Cherwell Review

Vorteile:

It's very handy to have issues and changes log and assign to specific users/groups, we were using this software more than 6 years, it also sends notifications to respective users.

Nachteile:

Performance point of view it's little slow.

To the future with Cherwell

Kommentare: We have implenented Cherwell 3 years ago, that was the 4.30 version. We have made a lot of customization and now we have 8.2.1 version there were any big problems with the upgrade, this is what other softwares can't do :)

Vorteile:

Flexibility Customable

Nachteile:

Need better portal features like web2.0

Cherwell Review

Kommentare: Great Customer Service. Would like to see a responsive web portal. But overall software ease is nice. and Great tool for our organization.

Vorteile:

ease of use and great customer service

Nachteile:

Responsive Portal an easier to migrate UI from older versions.

Cherwell

Vorteile:

Flexibility and customization - if you have the time, you can build it.

Nachteile:

ADA, mobile and browser apps (thick client for PC only)

The best way to manage inventory and tasks.

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

Customer focused software

Kommentare: Cherwell as a platform is fully customizable and almost limitless in what it can achieve. Cherwell as a company is a user focused support network made up of great employees and a community of peers who are always willing to help.

Proven system for years.

Vorteile:

Cherwell Service Management is a very good system and I can recommend it to other companies. I like auto-creating tickets and inventory.

Nachteile:

The system is very difficult to use, requires a qualified administrator, preferably with many years of experience. The implementation is also very difficult.