Cherwell Service Management - Detailed Review
Customer Service Tools
Cherwell Service Management - Product Overview
Cherwell Service Management Overview
Cherwell Service Management (CSM) is a comprehensive IT Service Management (ITSM) solution that helps organizations streamline and improve their service and support processes. Here’s a brief overview of its primary function, target audience, and key features:Primary Function
CSM is designed to implement, automate, and upgrade service and support processes within an organization. It encompasses a wide range of ITIL-verified methods, including incident, problem, request, and event management, as well as ITIL service transition processes such as change, configuration, and release management.Target Audience
Cherwell Service Management is primarily used by large and medium-sized organizations across various industries. The largest user segments include Information Technology and Services, Hospital & Health Care, Higher Education, and Computer Software. A significant majority of its customers are based in the United States and the United Kingdom, with 54% of users coming from large organizations with over 1000 employees and revenues exceeding $1000 million.Key Features
Engagement Services
CSM offers multiple avenues for customer engagement, including a service desk, a self-service portal accessible via laptop or mobile device, email, and integration with tools like Slack. Additionally, the optional Cherwell Virtual Agent (CVA) provides another channel for users to report issues.Automation Engine
The heart of CSM is its automation engine, which automates workflows for ITSM, HR, Facilities, Project Portfolio Management (PPM), Security, and other solutions. This automation capability is built on the Cherwell Core platform, a no-code development and delivery platform.Integration Services
CSM provides various integration options to import data or perform actions based on events in external tools or within CSM itself. These options range from lightweight, no-code solutions to more complex integrations using the Cherwell REST API.Dashboard Analytics
The solution includes dashboards and comprehensive reports that help users spot trends, eliminate bottlenecks, and comply with service delivery guidelines. These analytics tools enable organizations to highlight key accomplishments, quantify outcomes, and identify areas for improvement.Conclusion
In summary, Cherwell Service Management is a versatile and customizable ITSM tool that helps organizations automate and enhance their service management processes, catering to a broad range of industries and organizational sizes. Cherwell Service Management - User Interface and Experience
User Interface
Cherwell Service Management boasts an intuitive and user-friendly interface. The platform is built to improve usability, facilitating smooth interactions with the system. The interface is laid out in a way that makes it easy for users to access various features and functions without requiring extensive technical knowledge.
Ease of Use
The software adopts a low-code/no-code approach, which simplifies the development and implementation of new features. This means users can set up and customize the system quickly, even without extensive coding expertise. The drag-and-drop functionality further enhances ease of use, allowing users to customize form fields and workflows easily.
Automation and Workflow Management
Cherwell’s automation capabilities are a significant part of its user experience. The platform automates various tasks and workflows, reducing manual effort and increasing efficiency. Users can design and execute complex workflows based on their specific requirements, which streamlines service delivery and support processes.
Self-Service Portal
The IT self-service portal is another key aspect of the user experience. It allows users to submit and fulfill requests, report issues, check status, and remediate incidents independently. This feature reduces the workload of IT teams and enhances the overall user experience by providing a convenient and easy-to-use interface for accessing IT services.
Customization
Cherwell offers extensive customization options, allowing users to personalize various aspects of the system. This includes the ability to create custom applications, extensions, and improvements through its Mergeable Applications (mApps) feature, which does not impact the core system’s functionality.
Performance and Feedback
While the interface is generally praised for its user-friendliness, some users have reported performance issues, particularly when working with large databases or handling extensive groups of technicians. Additionally, there have been complaints about the graphical user interface (GUI) being outdated and less responsive, especially in the web version compared to the desktop application.
Engagement Services
Cherwell provides multiple avenues for customer engagement, including service desk access via laptop or mobile device, email, and integration with tools like Slack. The optional Cherwell Virtual Agent (CVA) also enhances user engagement by allowing customers to report issues easily.
Summary
In summary, Cherwell Service Management offers a user-friendly interface that is easy to use, with strong automation and customization capabilities. While there are some areas for improvement, such as performance and the GUI, the overall user experience is generally positive and efficient.
Cherwell Service Management - Key Features and Functionality
Cherwell Service Management Overview
Cherwell Service Management (CSM) is a comprehensive IT service management solution that offers a range of features and functionalities to enhance service delivery, automation, and user experience. Here are the key features and how they work, including the integration of AI:
Automation Engine
The Cherwell Core platform, which is the foundation of CSM, includes a powerful automation engine. This engine automates workflows for IT service management (ITSM), as well as other enterprise service management (ESM) functions such as HR and Facilities. Automation streamlines routine tasks, reduces manual effort, and increases efficiency by automating processes like incident, problem, and change management.
Incident, Problem, and Change Management
CSM provides ITIL-verified methods for managing incidents, problems, and changes. Incident management allows teams to prioritize and resolve issues quickly, while problem management helps identify and address the root causes of recurring issues. Change management enables IT teams to manage changes to the IT environment efficiently, minimizing the risk of service disruptions.
Service Catalog and Self-Service Portal
The service catalog provides a centralized location for employees to request IT services and resources, streamlining the service request process. The self-service portal allows users to submit and fulfill requests, report issues, check status, and remediate incidents independently, reducing the workload of IT teams.
Integration Services
CSM offers various integration options to import data or perform actions based on events in external tools or within CSM itself. This includes lightweight integrations that require no programming experience, as well as more complex integrations using the Cherwell REST API. These integrations ensure seamless data exchange and workflow automation across different systems.
Dashboard Analytics and Reporting
The platform provides comprehensive dashboards and reporting tools that help users spot trends, eliminate bottlenecks, and comply with service delivery guidelines. These tools enable organizations to highlight key accomplishments, quantify outcomes, and identify areas for improvement, facilitating data-driven decision-making.
Engagement Services
CSM offers multiple avenues for customer engagement, including desktop and browser clients, a self-service portal accessible via laptop or mobile device, email, and integration with tools like Slack. Additionally, the optional Cherwell Virtual Agent (CVA) allows users to interact with the service desk using conversational language.
AI and Automation with AutomationEdge
When integrated with AutomationEdge, CSM leverages Generative AI (GenAI) to enhance employee support. GenAI-powered chatbots can interpret sophisticated human language and intentions, providing smart replies and managing service needs efficiently. This integration also includes multi-channel support (e.g., Microsoft Teams, Slack, WhatsApp) and process automation studios that allow for no-code to pro-code workflow automation. This automation frees up service desk agents’ time for strategic work by resolving basic requests automatically.
CMDB Management and ITOM Insights
CSM, especially when integrated with solutions like ScienceLogic, improves accuracy and visibility with real-time Configuration Management Database (CMDB) sync. This integration automates IT workflows, enhances incident and change management, and provides IT Operations Management (ITOM) insights to optimize operations.
Conclusion
In summary, Cherwell Service Management is a versatile and powerful tool that automates and streamlines service and support processes, integrates AI for enhanced user experiences, and provides comprehensive analytics and reporting to drive efficiency and improvement.
Cherwell Service Management - Performance and Accuracy
Performance
Cherwell Service Management is known for its user-friendly interface and extensive customizability, which can enhance performance in various ITSM processes. Here are some positive aspects:Automation and Efficiency
Cherwell offers a no-code platform with an automation engine, which can automate many ITSM processes out-of-the-box, including incident, request, and problem management. This automation can significantly reduce administrative burdens and improve response times.Integration and Data Management
The platform integrates real-time data from all components of the ITSM solution, consolidating and updating this data in the Cherwell Configuration Management Database (CMDB). This ensures accurate and up-to-date information, which is crucial for efficient IT service management.Performance Limitations
However, there are also some performance-related limitations:Performance Issues
Some users have reported performance issues, especially when working with large databases or handling extensive groups of technicians. These issues can impact system responsiveness and cause frustration among users.Customization Challenges
While Cherwell offers extensive customization options, some users have found these customizations to be time-consuming and challenging, particularly when creating new Business Objects and Forms.Upgrade Issues
Users have encountered bugs and challenges during platform upgrades, which can negatively affect the user experience and require additional time to resolve.Accuracy
In terms of accuracy, Cherwell Service Management has several features that contribute to precise and reliable operations:Configuration Management
The platform provides reliable configuration item (CI) information, including all interrelationships, which helps change managers accurately visualize and control network interactions. This reduces the risk of errors and improves the accuracy of change management processes.Reporting and Analytics
Cherwell offers over 150 pre-built reports and dashboards that provide insights into KPIs, trends, and bottlenecks. This helps in identifying areas for improvement and ensuring that decisions are based on accurate and up-to-date data.Accuracy Limitations
Despite these strengths, there are areas where accuracy can be impacted:Bugs and Software Issues
Users have reported encountering bugs and software issues, which can affect the accuracy of the data and the overall performance of the system. Poorly planned releases have led to problems that require resolution, impacting user experience.Customer Support
Some users have criticized the level of support provided, citing slow response times and a perceived reluctance to acknowledge software issues as bugs. This can delay the resolution of accuracy-related problems.AI and Automation
While Cherwell Service Management is strong in automation and data management, it does not specifically focus on AI-powered customer service tools. However, its automation capabilities and integration with other systems can still enhance efficiency and accuracy in IT service management processes.Conclusion
In summary, Cherwell Service Management offers significant benefits in terms of automation, integration, and data management, which can improve performance and accuracy. However, it faces challenges related to performance issues, customization difficulties, and software bugs, which need to be addressed to optimize its functionality. Cherwell Service Management - Pricing and Plans
Pricing Structure of Cherwell Service Management
The pricing structure of Cherwell Service Management is designed to be flexible and accommodating for businesses of various sizes. Here are the key details on the different plans, features, and any free options available:
Pricing Plans
Cherwell Service Management offers several pricing plans to cater to different business needs:
Essential Plan
- This plan is suited for small businesses and provides basic IT service management functionalities such as incident management and a self-service portal.
- It is ideal for businesses with a limited budget and a small number of users.
Professional Plan
- This plan is designed for medium-sized businesses and includes more advanced features like change management and problem management.
- It allows for a higher number of users and offers customization options to meet specific business needs.
Premier Plan
- This plan is recommended for larger enterprises with complex IT service management requirements.
- It includes features such as asset management, service level management, and integrations with third-party applications. This plan is suitable for businesses with a large number of users and multiple departments.
Pricing Details
- The pricing starts at around $100 per user per month for basic features. For larger enterprises with over 1,000 users, the cost can range from $70 to $90 per user per month, depending on the specific requirements and customization needed.
- There is also a mention of a starting price of $150 per month for a basic plan, though this might be specific to certain packages or promotions.
Implementation Costs
- Implementation costs can vary significantly based on the size of the business and the level of customization required. For small to medium-sized businesses, implementation costs can start at around $10,000 to $20,000, while larger enterprises may face costs upwards of $50,000 to $100,000.
Features by Plan
- Basic Features: Incident management, self-service portal, task management, collaboration tools, and budget management.
- Advanced Features: Change management, problem management, asset management, service level management, and integrations with third-party applications (available in higher plans).
Free Options
- Cherwell Service Management offers a free trial, allowing users to test the software before committing to a purchase.
Customer Support
- Cherwell provides various support options including email, phone, live chat, and training.
In summary, Cherwell Service Management’s pricing is structured to accommodate businesses of all sizes, with flexible plans and features that can be customized to meet specific needs. While exact pricing details may vary, the software offers a range of options to ensure each organization can find a plan that fits its budget and requirements.
Cherwell Service Management - Integration and Compatibility
Cherwell Service Management Overview
Cherwell Service Management is a versatile IT service management (ITSM) solution that integrates seamlessly with a wide range of tools and platforms, enhancing its utility and compatibility across various environments.Integration Capabilities
Cherwell Service Management offers extensive integration capabilities that allow it to work in harmony with multiple systems and tools. Here are some key integration areas:Application Lifecycle Management (ALM) Tools
Application Lifecycle Management (ALM) Tools: Cherwell integrates with ALM tools to reduce collaboration barriers between development and customer service teams. This integration ensures that all tickets for incidents, change requests, or problems are automatically synchronized, along with associated artifacts and data.Requirements Management Tools
Requirements Management Tools: Integrating Cherwell with requirements management tools helps in real-time communication between development and customer service teams. This reduces issues related to quality, delivery delays, and financial losses by synchronizing all relevant tickets and artifacts.IT Service Management (ITSM) & CRM Tools
IT Service Management (ITSM) & CRM Tools: Cherwell integrates with ITSM and CRM tools to enhance collaboration between support and sales teams. This integration keeps customer priorities clear, makes customer communication seamless, and reduces issue resolution times.Quality Management Tools
Quality Management Tools: Cherwell integrates with quality management tools to synchronize tickets for incidents, problems, and change requests. This ensures that status updates and other relevant data are shared between quality and support teams in real-time.Build and Version Control Tools
Build and Version Control Tools: Integrations with build and version control tools facilitate collaboration between customer service and development teams. All tickets and associated data are synchronized, ensuring that both teams are on the same page.Project and Portfolio Management (PPM) Tools
Project and Portfolio Management (PPM) Tools: Cherwell integrates with PPM tools to align project management, development, and customer service teams. This integration ensures real-time communication and synchronization of all relevant tickets and artifacts.Product Lifecycle Management (PLM) Tools
Product Lifecycle Management (PLM) Tools: Integrating Cherwell with PLM tools reduces collaboration barriers between backend, product development, and customer service teams. All tickets and associated documentation are synchronized to ensure smooth operations.Integration Methods
Cherwell Service Management provides several methods for integrating with external tools:REST API
REST API: Cherwell offers a REST API that allows for more complex integrations, enabling users to import data or perform actions based on events in external tools or within Cherwell itself.Local Integration Agents
Local Integration Agents: For customers who require applications to reside within a firewall or need to comply with strict regulatory requirements, Cherwell Local Integration Agents can perform integrations without allowing data to leave a specific geographical boundary or reside in the cloud.iPaaS Connectors
iPaaS Connectors: Cherwell supports integration with iPaaS (Integration Platform as a Service), offering over 1,000 connectors for swift and seamless integration with various systems.Compatibility Across Platforms and Devices
Cherwell Service Management is highly compatible across different platforms and devices:Mobile Devices
Mobile Devices: The software supports iOS and Android mobile devices, allowing users to access and manage service requests on the go.Desktop and Browser Clients
Desktop and Browser Clients: Cherwell provides both desktop and browser clients, ensuring users can access the platform from various devices and environments.Telephony Integrations
Telephony Integrations: Cherwell integrates with telephony systems like Avaya, Cisco Call Manager, and inContact ACD/IVR, using Telephony Application Programming Interface (TAPI)-compliant telephony clients. This enables features such as screen pop-ups of customer records and click-to-dial functionality.Conclusion
In summary, Cherwell Service Management is highly adaptable and integrates well with a broad spectrum of tools and platforms, making it a versatile solution for various organizational needs. Its compatibility across different devices and platforms further enhances its usability and effectiveness. Cherwell Service Management - Customer Support and Resources
Cherwell Service Management Overview
Cherwell Service Management, now integrated into Ivanti’s product offerings, provides a comprehensive array of customer support options and additional resources to ensure effective and efficient service management.
Customer Engagement Options
Cherwell Service Management offers multiple avenues for customer engagement, ensuring that users can contact the service desk through various channels. Customers can:
- Call or visit a service desk
- Access the service portal via laptop or mobile device
- Send an email
- Interact with the optional Cherwell Virtual Agent (CVA)
- Open an incident in Slack
Automation and Workflow
The Cherwell Core platform includes an Automation Engine that automates workflows, which is crucial for streamlining service and support processes. This automation supports ITSM, HR, Facilities, Project Management, and other solutions, helping to reduce manual tasks and enhance response times.
Reporting and Analytics
Cherwell provides robust reporting and analytics tools through dashboards that enable users to spot trends, eliminate bottlenecks, and comply with service delivery guidelines. These comprehensive reports highlight key accomplishments, quantify outcomes, and identify areas for improvement, allowing organizations to make data-driven decisions.
Self-Service Portal
The self-service portal allows users to access a range of resources, submit tickets, track ticket status, and find solutions to common issues without needing to contact the help desk directly. This increases efficiency and reduces the workload on help desk agents.
Integration Services
Cherwell Service Management supports integration with other systems, enabling seamless data sharing and enhancing collaboration between teams. Integration options range from lightweight, no-code solutions to more complex integrations using the Cherwell REST API.
Additional Resources
Cherwell offers various resources to help organizations maximize their software solutions. These include:
- Documentation and Guides: Detailed reference guides, such as the Cherwell Desktop Client Reference Guide, provide step-by-step instructions for using the software.
- Webinars and Case Studies: Cherwell provides whitepapers, case studies, and webinars to help organizations implement and optimize their service management processes.
- Client Applications: Users can access the service management system through the CSM Desktop Client and CSM Browser Client, ensuring flexibility in how they interact with the system.
By offering these diverse support options and resources, Cherwell Service Management empowers organizations to deliver exceptional customer service and streamline their service management processes effectively.
Cherwell Service Management - Pros and Cons
Advantages
User-Friendly Interface
Cherwell Service Management offers an intuitive and user-friendly interface that enhances usability and facilitates efficient interactions with the system.
Low-Code/No-Code Approach
The platform adopts a low-code/no-code approach, allowing users to set up and implement new features quickly without extensive coding knowledge. This simplifies development and reduces the need for technical expertise.
Automation and Workflow Management
Cherwell excels in automating tasks and enabling users to design and execute complex workflows, which streamlines service delivery and improves efficiency.
Extensive Customization
The tool provides a broad range of customization options, allowing users to personalize various aspects of the system to suit their specific needs.
Integration Capabilities
Cherwell supports seamless connectivity with other systems through API integrations, enhancing its overall functionality. It also integrates with Ivanti Neurons for enhanced performance and security.
AI and Automation Enhancements
With the integration of AutomationEdge’s GenAI and automation, Cherwell can simplify repetitive processes, speed up problem-solving, and provide always-on support using conversational AI chatbots. This enhances employee satisfaction and frees up service desk agents for more strategic work.
AIOps Capabilities
Cherwell’s AIOps solution includes features like Discovery and Dependency Mapping, event correlation, predictive analytics, and anomaly detection. These capabilities help in preventing outages, improving performance, and easing the burden of managing complex infrastructure.
Multi-Language Support and Deployment Options
The platform supports multiple languages and offers deployment options as a Software-as-a-Service (SaaS) solution or through on-premise deployment.
Disadvantages
On-Premises Deployment Issues
On-premises deployment of Cherwell Service Management needs improvement. Users have reported difficulties and the need for enhancements in this area.
Service Mapping and SecOps Limitations
There are noted limitations in service mapping and Security Operations (SecOps) functionalities, which require further development.
User-Friendly Service and Customer Catalogs
The service and customer catalogs are not very user-friendly, and the shopping cart lacks features. These areas need improvement to enhance user experience.
VPN Connectivity Restrictions
VPN connectivity can restrict access to certain features, which can be inconvenient for users.
Overall, Cherwell Service Management offers significant benefits in terms of automation, customization, and integration, but it also has some areas that require improvement, particularly in on-premises deployment and certain user interface aspects.
Cherwell Service Management - Comparison with Competitors
When Comparing Cherwell Service Management
When comparing Cherwell Service Management with other products in the IT Service Management (ITSM) category, several key features and differences stand out.
Unique Features of Cherwell Service Management
- Codeless Architecture: Cherwell Service Management is notable for its low-code/no-code approach, which allows users to create and implement new features without extensive coding knowledge. This enhances business agility and simplifies customization through drag-and-drop functionality.
- Automation Capabilities: The platform excels in automating workflows, which helps in streamlining processes and reducing manual intervention. This automation engine supports various ITSM processes, including incident, problem, and change management.
- Mergeable Applications (mApps): Cherwell offers mApps, which enable users to share custom applications, extensions, and enhancements without impacting the core system’s functionality. This feature promotes community-driven innovation and customization.
- Comprehensive ITSM Modules: Cherwell includes a wide range of ITSM modules such as incident management, problem management, change management, service level management, and a self-service portal. These modules help in managing IT services efficiently and improving customer satisfaction.
Comparison with ServiceNow
- Customization and Automation: While ServiceNow is highly customizable, it often requires more technical expertise compared to Cherwell’s low-code/no-code environment. Cherwell’s automation capabilities are more accessible to less tech-savvy users.
- Cost and Scalability: Cherwell is often considered more cost-effective and scalable for smaller to medium-sized organizations. ServiceNow, on the other hand, is more suited for large enterprises due to its extensive feature set and higher cost.
Comparison with BMC Helix
- User Interface and Experience: BMC Helix is known for its modern and intuitive interface, similar to Cherwell. However, Cherwell’s user interface has been criticized for being outdated and non-responsive, especially in its native mobile interface.
- Integration and Workflow Management: Both platforms offer strong integration capabilities, but BMC Helix might have an edge in terms of more seamless integrations with external tools. Cherwell’s workflow development can be more complicated and time-consuming compared to BMC Helix.
Potential Alternatives
Given that Cherwell Service Management has an end-of-life date set for December 31, 2026, organizations may want to consider alternative ITSM solutions:
- InvGate Service Management: Known for its user-friendly interface, efficient ticket management, and strong integration capabilities. InvGate also offers better reporting and dashboard analytics compared to Cherwell.
- ServiceNow: While more expensive, ServiceNow offers a comprehensive suite of ITSM tools and is highly customizable, although it may require more technical expertise.
- BMC Helix: Provides a modern interface and strong automation capabilities, making it a viable alternative for organizations looking for a more contemporary ITSM solution.
Key Considerations
When choosing an ITSM solution, consider the following:
- IT Service Management Capabilities: Ensure the platform covers incident, problem, change, and service request management.
- Customization and Integration: Look for platforms that offer flexible customization options and seamless integrations with other tools.
- User Interface and Experience: A modern, intuitive interface can significantly enhance user engagement and efficiency.
- Automation and Workflow Management: Strong automation capabilities can streamline processes and reduce manual workloads.
- Reporting and Analytics: Comprehensive reporting and analytics tools are crucial for monitoring performance and making data-driven decisions.
Cherwell Service Management - Frequently Asked Questions
Here are some frequently asked questions about Cherwell Service Management, along with detailed responses to each:
What is Cherwell Service Management?
Cherwell Service Management (CSM) is a comprehensive IT service management (ITSM) solution that helps teams implement, automate, and upgrade their service and support processes. It includes the Cherwell Core platform and out-of-the-box (OOTB) content that provides predefined functionality and designs. CSM supports ITIL-verified methods such as incident, problem, request, and event management, as well as ITIL service transition processes like change, configuration, and release management.
What are the key features of Cherwell ITSM?
Cherwell ITSM includes several key features:
- Incident Management: Allows organizations to manage incidents from creation to resolution, with automated workflows to reduce resolution time.
- Problem Management: Helps identify the root cause of recurring issues and take corrective actions.
- Change Management: Manages changes to the IT environment efficiently, minimizing service disruption risks.
- Service Catalog: Provides a centralized location for employees to request IT services and resources.
- Service Level Management: Enables defining and managing service level agreements (SLAs) and tracking service performance against them.
How does Cherwell Service Management support customer engagement?
Cherwell Service Management offers multiple avenues for customer engagement, including:
- Client applications (CSM Desktop Client and CSM Browser Client)
- Access via laptop or mobile device
- Service desk visits or calls
- Integration with the Cherwell Virtual Agent (CVA)
- Incident creation through Slack.
What automation capabilities does Cherwell Service Management provide?
Cherwell Service Management features a powerful Automation Engine that automates workflows for ITSM, HR, Facilities, PPM, Security, and other solutions. This engine supports process workflows and capabilities to streamline operations across the enterprise. Additionally, the introduction of AIOps enhances automation by performing deep discovery of hybrid IT environments, dependency mapping, event correlation, and predictive analytics to prevent outages and improve performance.
How does Cherwell AIOps enhance service management?
Cherwell’s AIOps solution includes features such as Discovery and Dependency Mapping (DDM), event correlation and noise reduction, predictive analytics, and anomaly detection. This helps in:
- Streamlined Operations: Providing full-stack visibility into applications and infrastructure to quickly isolate root causes of problems.
- Incident Prediction: Detecting anomalies and events to build automated workflows that self-heal and reduce resource allocation on incidents.
- Digital Maturity: Driving strong business outcomes by improving the performance, reliability, and resilience of critical services.
Can Cherwell Service Management be integrated with other tools and systems?
Yes, Cherwell Service Management provides several integration options. It allows for importing data or performing actions based on events in external tools or CSM, ranging from lightweight integrations requiring no programming to more complex ones using the Cherwell REST API. Additionally, integrations with tools like ScienceLogic enhance IT operations monitoring and automate IT workflows.
What analytics and reporting capabilities does Cherwell Service Management offer?
Cherwell Service Management includes dashboard analytics that enable users to spot trends, eliminate bottlenecks, and comply with service delivery guidelines. Comprehensive reports help highlight key accomplishments, quantify outcomes, and identify areas for improvement.
How does Cherwell Service Management support ITIL processes?
Cherwell Service Management is ITIL-verified and supports various ITIL processes, including incident, problem, request, and event management. It also supports ITIL service transition processes such as change, configuration, and release management. This ensures that organizations can align their service management practices with ITIL best practices.
What kind of support does Ivanti offer for Cherwell Service Management?
Ivanti, the parent company of Cherwell, offers a range of customer service and support levels, including Standard, Premium, Enterprise Support, and Success Squad. These support packages provide access to software upgrades, support personnel, and professional services. Customers can also access 24/7 support via the Self Service Portal and benefit from designated resources like Technical Relationship Managers and Customer Success Managers.
Can Cherwell Service Management be customized to meet specific organizational needs?
Yes, Cherwell Service Management allows for process customization, enabling departments to tailor the solution according to their native workflow processes. The Cherwell Core platform supports any combination of pre-built and custom-built applications to meet an organization’s service management requirements.
Cherwell Service Management - Conclusion and Recommendation
Final Assessment of Cherwell Service Management
Cherwell Service Management (CSM) is a comprehensive IT Service Management (ITSM) solution that offers a wide range of features and benefits, making it an excellent choice for organizations seeking to streamline and automate their service and support processes.Key Features and Benefits
- ITIL-Verified Processes: CSM supports multiple ITIL-verified methods, including incident, problem, request, and event management, as well as change, configuration, and release management. This ensures that organizations can adhere to industry-best practices.
- Automation and Customization: The platform features a powerful automation engine and one-step actions that allow for the automation of simple and complex workflows without the need for coding or scripting. This enhances efficiency and consistency in service delivery.
- Self-Service Portal: CSM includes an IT self-service portal that can be easily customized and branded, reducing the administrative burden on IT teams and improving customer satisfaction.
- Reporting and Dashboards: The software provides advanced reporting and dashboard capabilities, enabling users to monitor critical metrics, analyze trends, and identify areas for improvement.
- Integration and Flexibility: CSM offers flexible deployment options and integration services, allowing organizations to import data and perform actions based on events in external tools or within CSM itself.
Who Would Benefit Most
Cherwell Service Management is particularly beneficial for large and medium-sized organizations, especially those in the Information Technology and Services, Healthcare, Higher Education, and Financial Services industries. Here are some key demographics that would benefit:- Company Size: Organizations with 1000-5000 employees and revenues over $1 billion tend to use Cherwell Software extensively.
- Industry: Companies in IT services, healthcare, education, and financial services can significantly benefit from CSM’s comprehensive ITSM capabilities.
- Geographical Presence: The majority of Cherwell Software users are based in the United States and the United Kingdom.
Overall Recommendation
Cherwell Service Management is a highly recommended solution for organizations looking to automate, streamline, and improve their IT service delivery processes. Here’s why:- Efficiency and Cost Savings: By automating workflows and providing a self-service portal, CSM can significantly reduce the administrative burden and costs associated with IT support.
- Improved Customer Satisfaction: The platform’s ability to streamline service requests, manage incidents efficiently, and provide role-based access enhances customer satisfaction and reduces resolution times.
- Flexibility and Scalability: CSM’s modular architecture and no-code development platform make it highly flexible and scalable, allowing organizations to adapt the solution to their specific needs.