Cherwell

Cherwell

par Cherwell Software

Qui utilise Cherwell ?

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.

Description de Cherwell

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.

Informations sur Cherwell

Cherwell Software

https://www.cherwell.com

Fondé en 2004

Prix de Cherwell

Cherwell est disponible en version gratuite et ne propose pas d'essai gratuit. La version payante de Cherwell est disponible à partir de 150,00 $US/mois.

À partir de

150,00 $US/mois

Version gratuite

Oui

Essai gratuit

Non

Déploiement

Cloud, SaaS, web

Installation (Windows)

Mobile (iOS natif)

Mobile (Android natif)

Formation

Formation présentielle

Formation en ligne en direct

Webinaires

Documentation

Ressources d'aide

Service de support permanent (réponse directe)

Support en horaire de bureau

En ligne

Cherwell - Fonctionnalités

Logiciels de gestion de portefeuille de projets
Budgétisation
Collaboration
Gestion des changements
Gestion des exigences
Gestion des portefeuilles
Gestion des ressources
Gestion des tâches
Planification de projets
Rapports et analyses
Suivi des étapes
Suivi du temps et des dépenses
Tableau de bord
Gestion de la configuration
Gestion de la maintenance
Gestion des achats
Gestion des audits
Gestion des contrats/licences
Gestion des demandes
Gestion des fournisseurs
Gestion des stocks
Suivi de la conformité
Suivi des coûts
Gestion de la configuration
Gestion de la disponibilité
Gestion de projets
Gestion des changements
Gestion des contrats/licences
Gestion des incidents
Gestion des problèmes
Gestion des versions et du déploiement
Portail libre-service
Suivi des ressources

Avis sur Cherwell

Afficher 5 avis sur 149

Note globale
4,4/5
Facilité d'utilisation
4,3/5
Service client
4,3/5
Fonctionnalités
4,4/5
Rapport qualité-prix
4,4/5
Douglas F.
IT Tech Support Specialist
Enseignement supérieur, 501-1 000 employés
Temps d'utilisation du produit: plus d'un an
  • Note globale
    5/5
  • Facilité d'utilisation
    4/5
  • Fonctionnalités
    5/5
  • Support client
    5/5
  • Rapport qualité-prix
    5/5
  • Probabilité de recommander le produit
    9/10
  • Provenance de l'utilisateur 
  • Publié le 21/05/2020

"Very effective ticketing system"

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.

  • Provenance de l'utilisateur 
  • Publié le 21/05/2020
Utilisateur vérifié
Service Transition Manager
Services et technologies de l'information, 1 001-5 000 employés
Temps d'utilisation du produit: 6 à 12 mois
  • Note globale
    5/5
  • Facilité d'utilisation
    4/5
  • Fonctionnalités
    5/5
  • Support client
    4/5
  • Rapport qualité-prix
    Sans note
  • Probabilité de recommander le produit
    9/10
  • Provenance de l'utilisateur 
  • Publié le 01/10/2019

"Great product with high upside"

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).

  • Provenance de l'utilisateur 
  • Publié le 01/10/2019
Utilisateur vérifié
DBA
Produits alimentaires, 1 001-5 000 employés
Temps d'utilisation du produit: plus de deux ans
  • Note globale
    4/5
  • Facilité d'utilisation
    3/5
  • Fonctionnalités
    3/5
  • Support client
    5/5
  • Rapport qualité-prix
    3/5
  • Probabilité de recommander le produit
    8/10
  • Provenance de l'utilisateur 
  • Publié le 21/05/2020

"Excellent help desk product"

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.

  • Provenance de l'utilisateur 
  • Publié le 21/05/2020
Utilisateur vérifié
Business Systems Specialist
Enseignement supérieur, 201-500 employés
Temps d'utilisation du produit: plus d'un an
  • Note globale
    2/5
  • Facilité d'utilisation
    1/5
  • Fonctionnalités
    3/5
  • Support client
    Sans note
  • Rapport qualité-prix
    Sans note
  • Probabilité de recommander le produit
    1/10
  • Provenance de l'utilisateur 
  • Publié le 31/01/2019

"Standard functionality but horrible UX"

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

  • Provenance de l'utilisateur 
  • Publié le 31/01/2019
Cliff T.
Java Software Engineer
Services aux consommateurs, 51-200 employés
Temps d'utilisation du produit: plus d'un an
  • Note globale
    4/5
  • Facilité d'utilisation
    5/5
  • Fonctionnalités
    5/5
  • Support client
    4/5
  • Rapport qualité-prix
    4/5
  • Probabilité de recommander le produit
    8/10
  • Provenance de l'utilisateur 
  • Publié le 14/03/2019

"High level of accurateness and flexibility"

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.

  • Provenance de l'utilisateur 
  • Publié le 14/03/2019