En savoir plus sur Cherwell Service Management

Cherwell Service Management est une solution cloud de gestion des services informatiques qui aide les équipes informatiques à mettre en œuvre, automatiser et mettre à niveau les processus de service et d'assistance. Cherwell Service Management prend en charge la personnalisation des processus, permettant aux services informatiques d'adapter la solution à leurs processus natifs. La solution fournit aux utilisateurs plusieurs processus vérifiés par l'ITIL tels que la gestion des incidents, des problèmes, des demandes et des événements. Elle permet également aux utilisateurs de tirer parti des processus de transition de service ITIL, y compris la gestion des modifications, de la configuration, des versions et du déploiement. Cherwell Service Management offre un portail informatique en libre-service qui automatise le traitement des demandes et consolide plusieurs portails indépendants sur un seul site. Le tableau de bord permet aux utilisateurs d'identifier les tendances, d'éliminer les goulots d'étranglement et de se conformer aux directives concernant les prestations de services. Cherwell Service Management est disponible avec un modèle d'abonnement à la carte. Une licence perpétuelle est également disponible moyennant des frais uniques si les entreprises souhaitent un déploiement sur site. L'assistance est disponible par e-mail, téléphone et par le biais de webinaires et de la communauté en ligne de Cherwell.
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Vidéo de Cherwell Service Management
Cherwell Service Management Logiciel - 1 - aperçu
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Cherwell Service Management - Prix

Cherwell Service Management est disponible en version gratuite. La version payante de Cherwell Service Management est disponible à partir de 189,00 $US/mois.

À partir de :
189,00 $US/mois
Version gratuite :
Oui
Version d'essai gratuite :
Non

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Cherwell Service Management - Avis

Évaluation des fonctionnalités

Rapport qualité-prix
4,4
Fonctionnalités
4,4
Simplicité
4,2
Support client
4,3
Cliff
  • Secteur d'activité : Services aux consommateurs
  • Taille de l'entreprise : 51-200 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
5
Simplicité
5
Support client
4

4
Publié le 14/03/2019

High level of accurateness and flexibility

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.

Robin
  • Secteur d'activité : Administration publique
  • Taille de l'entreprise : 1 001-5 000 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
5
Simplicité
5
Support client
5

5
Publié le 06/10/2016

Best ITSSM Platform - Indespensible in Delivering Our Services

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.

Avantages

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.

Inconvénients

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.

André
  • Secteur d'activité : Produits chimiques
  • Taille de l'entreprise : 501-1 000 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
5
Simplicité
4
Support client
4

4
Publié le 08/10/2021

A good and reliable ticket management system

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.

Chris
  • Secteur d'activité : Banque
  • Taille de l'entreprise : 201-500 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
5
Simplicité
5
Support client
5

5
Publié le 04/10/2016

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

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.

Avantages

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

Inconvénients

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

Jennifer
  • Secteur d'activité : Services d'information
  • Taille de l'entreprise : 1 001-5 000 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
5
Simplicité
4
Support client
3

5
Publié le 06/10/2016

Cherwell has changed my career life.

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.

Avantages

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.

Inconvénients

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.

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