Cherwell review

Customisability is a strength.

website www.cherwell.com
Incident Management Group Test 2016 www.theitsmreview.com/wp-content/uploads/2016/02/Cherwell_IM.pdf

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71%
71% Customer feeback

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Customer satisfaction

Customer service
Value for money
Customer support
Overall satisfaction
Customer loyalty
71%
Customer score

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Version reviewed: 6.01

Customer service
Value for money
Customer support
Overall satisfaction
Customer loyalty

What are the strengths of this product?

Dashboard configuration.

What are the weaknesses of this product?

Discovery, CMDB, Training

What features would you add if you had the choice?

More examples from the ITIL framework

Version reviewed: V4.60d

Customer service
Value for money
Customer support
Overall satisfaction
Customer loyalty

What are the strengths of this product?

Concurrent user licenses!
Dashboard reporting includes automatic drilldown capability. Users (IT staff and management) can easily configure their own dashboard reports.
In-house administrators can configure new fields and adjust processes easily.

What are the weaknesses of this product?

What features would you add if you had the choice?

VPN tunnel monitoring and alarm, integrated with automation to delay email notifications.
Installed Software discovery integration to Asset Management - we haven't upgraded to get this option.

Version reviewed: 5.1

Customer service
Value for money
Customer support
Overall satisfaction
Customer loyalty

What are the strengths of this product?

Customisability

What are the weaknesses of this product?

~

What features would you add if you had the choice?

Web responsiveness (i.e. auto resizing for mobile devices)

Version reviewed: 4

Customer service
Value for money
Customer support
Overall satisfaction
Customer loyalty

What are the strengths of this product?

~

What are the weaknesses of this product?

No focus on gathering information leads to meaningless reports.

What features would you add if you had the choice?

Move to web based solution.