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Cherwell Service Management

Cherwell Service Management

Description de Cherwell Service Management

Cherwell Service Management est une puissante solution de gestion des services informatiques (ITSM) qui offre aux entreprises informatiques la flexibilité nécessaire pour une configuration rapide, une personnalisation, un investissement minime et des mises à niveau simples à un coût et une complexité bien inférieurs à ceux des solutions existantes.

L'architecture sans code signifie que vous pouvez ajouter de nouvelles fonctionnalités sans modifier une seule ligne de code, intégrer facilement la solution à des applications tierces et effectuer des mises à niveau sans craindre d'endommager ce que vous avez créé.

Qui utilise Cherwell Service Management ?

Les professionnels de centres de service qui ont besoin d'un système entièrement intégré, facilement personnalisable, correspondant à leurs flux de travaux spécifiques. Parfait pour les entreprises qui prennent en charge plus de 1 500 utilisateurs finaux.

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Cherwell Service Management ne vous convainc pas tout à fait ? Comparer avec une alternative populaire

Cherwell Service Management

Cherwell Service Management

4,3 (163)
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4,2 (163)
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VS.
À partir de
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Intégrations
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124
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4,5 (441)
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Les jauges horizontales vertes représentent le logiciel le plus apprécié selon la note globale qui lui a été attribuée ainsi que le nombre d'avis.

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Avis sur Cherwell Service Management

Note moyenne

Note globale
4,3
Facilité d'utilisation
4,2
Service client
4,3
Fonctionnalités
4,4
Rapport qualité-prix
4,4

Avis classés par taille de l'entreprise (nombre d'employés)

  • <50
  • 51-200
  • 201-1 000
  • >1 001

Trouver les avis classés par note

5
54%
4
32%
3
9%
2
4%
1
1%
Douglas
Douglas
IT Tech Support Specialist (É.-U.)
Utilisateur LinkedIn vérifié
Enseignement supérieur, 501–1 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Very effective ticketing system

5,0 il y a 4 ans

Commentaires : Cherwell Service Management has been a very effective ticketing system for our operation. It rewards inquisitive users who have some experience with SQL queries. It integrates with our email system, so we end up receiving and answering email inquiries from our user community through the Cherwell interface. It gives good reporting, and good statistics, although the reporting requires some effort to access. It has been a good system for my organization

Avantages :

Customization of searches; use of an SQ-like search format to build queries that can then be saved and reused

Inconvénients :

Requires some level of training in order to increase personal customization. Occasionally have multiple people working on the same tickets, so some tickets get resolved with ineffective solutions while others are working on them. Reporting requires some effort to access.

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Services et technologies de l'information, 1 001–5 000 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Alternatives envisagées précédemment :

Great product with high upside

5,0 il y a 5 ans

Commentaires : Overall the process with Cherwell has been great. The product is fantastic with very few hiccups.

Avantages :

This product allows us to customize it in a way that makes it so we can bring all departments within the same system (finally!).

Inconvénients :

Implementation and additional integrations can be difficult (as with any product).

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Enseignement supérieur, 201–500 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Standard functionality but horrible UX

2,0 il y a 5 ans

Commentaires : We use Cherwell as a ticketing system for the help desk as well as change management system. The user interface is challenging, to say the least. There are frames within frames that have to be scrolled through separately to see all of the information. The text box containing the user's message is so small, it show the tiniest portion of the message. To expand it, you have to pop open a new window, which automatically inactivates the main window so you have to trick the system in order to see multiple tickets at once.
The emailing functionality is clunky - the initial email you send to a customer uses one link but replies after that need to use a different "email" button that is oddly hard to find. When a customer sends a reply, the ticket displays in a different color, but that is the only notification. So if they send multiple messages, you wouldn't know unless you fully open the ticket and that is cumbersome.
There's an inactivity timeout that may not apply to everyone, but it's a hassle. The system times out after an hour of inactivity but it isn't consistent - sometimes it will run for days with no activity and not sign me out and other times it's at 60 minutes on the dot. Also sometimes when I'm logged out automatically, it doesn't actually log me out so when I try to log back in, I'm locked out.
Overall, with the current UX, it would have to be the cheapest option available for me to recommend it to anyone.

Avantages :

Help desk tickets are tracked Released changes are tracked

Inconvénients :

User experience Look and feel of the software Search functionality Notification process Inactivity timeout

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 5 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.

André
André
Systems Administrator (Brésil)
Utilisateur LinkedIn vérifié
Produits chimiques, 501–1 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

A good and reliable ticket management system

4,0 il y a 3 ans

Commentaires : Good experience, the ticket management, the SLA tools, the filter tools, the access control and the idea of cloud based solution are very good differentials compared to the other solutions on the market, also it is reliable, on these 3 years using the solution, I could not remember any interruptions. Last but not least, the possibility to customize the solution, going through the development directly on the code is awesome, if the company has a programmer or a devolopment team, it can be totally customized for the company.

Avantages :

It is reliable to manage your tickets, the SLAs, the escalation plans, everything works perfectly right. Therefore, the option to use the asset management is pretty interesting as well and you can access it from anywhere without you have an infrastructure, it is totally on cloud. Another plus about the software, is the possibility to customize it, according to your company, if you have an development team.

Inconvénients :

Some features, like the agent to inventory the assets, needs to be bought apart from the software, it is something that would be really useful if it came together with the bundle.