Cherwell Service Management

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Enterprise Service Management Software

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SoftwareWorld Editorial Review

Why SoftwareWorld Chooses Cherwell Service Management

"Businesses that need a structured way to handle IT service requests often find Cherwell Service Management worth considering. It helps teams manage tickets, track issues, and keep internal workflows organized without things falling through the cracks. Flexible configuration options make it appealing for organizations that want to adjust the system to fit their existing processes. That said, smaller teams or businesses with simple support needs may find the setup process more involved than necessary."
SoftwareWorld Review Team
SoftwareWorld Highly Recommended 2026
Decision Snapshot

Cherwell Service Management Evaluation Snapshot

Review the most important product facts, official access information, and SoftwareWorld’s page-level trust standards in one place.

User Rating4.0 / 5
Starting PriceContact Vendor
Free TrialAvailable
Free VersionNo
APINot specified
DeploymentCloud Hosted
HeadquartersUnited States
✎
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Product Overview

Cherwell Service Management Overview

Product description, media, company details, support, training, deployment, customer size, languages, and industries.

About Cherwell Service Management

Cherwell Service Management software is a flexible IT service management software. Designed with a user-friendly interface, it streamlines IT workflows, making them more efficient and less complex. Its standout feature is the codeless design, allowing for easy customization without the need for deep technical knowledge. This means that adapting the software to fit specific business needs is straightforward and quick. Cherwell also offers comprehensive asset management capabilities, ensuring that all IT assets are tracked and managed effectively. Additionally, it integrates seamlessly with other tools and systems, enhancing collaboration and data sharing across departments. With robust reporting and analytics, Cherwell provides valuable insights into IT performance, aiding in decision-making and strategy development. Its scalable nature makes Cherwell Service Management suitable for businesses of all sizes, offering a solution that grows with the company.
Company Ivanti
Founded 1985
Headquarters United States
Employees 1000+

Support

Knowledge Base

Training

Live Online Webinar Documentation Videos

Licensing & Deployment

Proprietary Cloud Hosted iPhone Android Windows Mac Linux

Typical Customers

Small-Business Midsize-Business Large-Enterprise-Business
Languages Supported 5 languages available
English French German Portuguese Spanish
Industries Served 6 industries available
Defense & Space Higher Education Hospital & Health Care Logistics & Supply Chain Public Sector Retail

Why Choose Cherwell Service Management

Problem it Solves

  • Problem it Solves Streamlines IT Service Delivery And Enhances Customer Support Efficiency

Target Users

  • Target Users IT Service Managers
  • Target Users Help Desk Technicians
  • Target Users System Administrators
  • Target Users Business Analysts
  • Target Users End Users

Core Use Case

  • Core Use Case Manage IT Service Requests
  • Core Use Case Automate Workflows
  • Core Use Case Track Incidents
  • Core Use Case Monitor Service Performance
  • Core Use Case Generate Reports

USP

  • USP Streamline IT Operations With Intuitive And Customizable Service Management Solutions

Pros

  • Pros Highly configurable ITSM platform without needing heavy developer involvement
  • Pros Codeless configuration lets IT teams adapt workflows fast
  • Pros Strong ITIL alignment covers incident, problem, and change management well
  • Pros Built-in automation reduces repetitive ticket handling across service teams
  • Pros Reporting dashboards give clear visibility into service desk performance
  • Pros Integrates cleanly with third-party tools most enterprises already use
  • Pros Self-service portal genuinely reduces inbound ticket volume over time
  • Pros Scales well whether managing a small team or large enterprise

Cons

  • Cons Workflow configuration demands significant technical knowledge to set up properly
  • Cons Reporting customization feels restrictive without deeper admin-level access
  • Cons Pricing climbs noticeably as teams scale beyond core ITSM needs
  • Cons Mobile experience lacks the depth power users expect from desktop
Editorial Buyer Guidance

Who Is Cherwell Service Management Best For?

Review the buyer problem, target users, practical use cases, and product differentiator identified by the SoftwareWorld review team.

Problem It Solves

Streamlines IT Service Delivery And Enhances Customer Support Efficiency

Target Users

  • IT Service Managers
  • Help Desk Technicians
  • System Administrators
  • Business Analysts
  • End Users

Core Use Cases

  • Manage IT Service Requests
  • Automate Workflows
  • Track Incidents
  • Monitor Service Performance
  • Generate Reports

Unique Selling Point

Streamline IT Operations With Intuitive And Customizable Service Management Solutions

Strengths and Limitations

Cherwell Service Management Pros & Cons

Consider the practical advantages and limitations identified through SoftwareWorld's product assessment.

+

Pros

  • Highly configurable ITSM platform without needing heavy developer involvement
  • Codeless configuration lets IT teams adapt workflows fast
  • Strong ITIL alignment covers incident, problem, and change management well
  • Built-in automation reduces repetitive ticket handling across service teams
  • Reporting dashboards give clear visibility into service desk performance
  • Integrates cleanly with third-party tools most enterprises already use
  • Self-service portal genuinely reduces inbound ticket volume over time
  • Scales well whether managing a small team or large enterprise
!

Cons

  • Workflow configuration demands significant technical knowledge to set up properly
  • Reporting customization feels restrictive without deeper admin-level access
  • Pricing climbs noticeably as teams scale beyond core ITSM needs
  • Mobile experience lacks the depth power users expect from desktop
Category-Based Capabilities

Cherwell Service Management Features

Each category combines the selected software category, its category-specific description, and the features assigned to that category.

ITSM Software 30 selected features Open category ↗ ⌄
Service Catalog Alerts/Escalation Multi-Channel Communication Configuration Management Inventory Management Approval Process Control Contract/License Management Asset Tracking Prioritization Activity Tracking Change Management Knowledge Base Management Self Service Portal Incident Management Alerts/Notifications Chat/Messaging Project Management SLA Management Access Controls/Permissions Problem Management Availability Management Support Ticket Management Surveys & Feedback Help Desk Management Capacity Management Release Management Asset Lifecycle Management Task Management Audit Trail Remote Access & Monitoring
Project Portfolio Management Software 30 selected features Open category ↗ ⌄
Milestone Tracking Time & Expense Tracking Portfolio Management Change Management Dashboard Collaboration Tools Resource Management Risk Management Budgeting/Forecasting Requirements Management Reporting/Analytics Prioritization Task Scheduling Planning Tools Project Planning Projections Progress Tracking Project Tracking Commenting/Notes Task Management Document Management Project Time Tracking Deadline Management Timesheet Management Calendar Management Gantt/Timeline View Resource Allocation & Planning Assignment Management Kanban Board Agile Methodologies
IT Asset Management Software 16 selected features Open category ↗ ⌄
Contract/License Management Compliance Tracking Cost Tracking Procurement Management Supplier Management Configuration Management Asset Tracking Maintenance Management Reporting/Analytics Audit Management Inventory Management Change Management Requisition Management Support Ticket Management Barcode/Ticket Scanning Alerts/Notifications
Knowledge Base Software 16 selected features Open category ↗ ⌄
Full Text Search Self Service Portal SEO Management Customizable Branding Feedback Management Reporting/Analytics Rich Text Editor Cataloging/Categorization Multi-Language Customizable Templates Collaboration Tools User Management Drag & Drop Editor Mobile Interface WYSIWYG Editor Knowledge Management
Nonprofit Project Management Software 11 selected features ⌄
Task Management Collaboration Tools Approval Process Control Resource Allocation & Planning Activity Dashboard Customizable Templates Gantt/Timeline View Mobile Access Kanban Board For Nonprofits Calendar Management
IT Ticketing Systems Software 31 selected features Open category ↗ ⌄
Access Controls/Permissions Activity Dashboard Alerts/Escalation Asset Lifecycle Management Automated Responses Automated Routing Change Management Collaboration Tools Configurable Workflow Customizable Branding Customizable Fields Customizable Forms Customizable Reports Customizable Templates Help Desk Management Incident Management IT Asset Management Knowledge Base Management Macros/Templated Responses Multi-Channel Communication Multi-Language Prioritization Problem Management Release Management Reporting/Analytics Self Service Portal Service Catalog Service Reporting Support Ticket Management Support Ticket Tracking Task Management
Connected Applications

Cherwell Service Management Integrations

Integration information is displayed only when approved integration products are available on the profile.

Showing 8 of 12 integrations
Pricing Information

Cherwell Service Management Pricing

Pricing type, currency, trial availability, payment frequency, destination links, and package-level starting prices.

Pricing Type Contact Vendor
Preferred Currency USD ($)
Free Trial Available
Free Version NA
Payment Frequency NA
Pricing Page ↗
Verified User Feedback

Cherwell Service Management Reviews

Approved reviews submitted through verified Google or LinkedIn reviewer accounts.

Write a Cherwell Service Management Review ↗
4.0
Based on 1 approved review
5 stars 0%
4 stars 100%
3 stars 0%
2 stars 0%
1 star 0%
Nneka O
Nneka O Technical Analyst

Good Cherwell Experience Overall

Overall, I’ve had a good experience with Cherwell, though using it efficiently came with a learning curve, especially after moving from a previous service management platform. Initially, I had to adjust to locating journal notes and comments, but now I am comfortable working with the system.

Reviewed on January, 2025
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Frequently Asked Questions

Cherwell Service Management FAQs

Answers generated from approved profile information, selected options, packages, integrations, support, training, deployment, and devices.

Cherwell Service Management software is a flexible IT service management software. Designed with a user-friendly interface, it streamlines IT workflows, making them more efficient and less complex. Its standout feature is the codeless design, allowing for easy customization without the need for deep technical knowledge. This means that adapting the software to fit specific business needs is straightforward and quick. Cherwell also offers comprehensive asset management capabilities, ensuring that all IT assets are tracked and managed effectively. Additionally, it integrates seamlessly with other tools and systems, enhancing collaboration and data sharing across departments. With robust reporting and analytics, Cherwell provides valuable insights into IT performance, aiding in decision-making and strategy development. Its scalable nature makes Cherwell Service Management suitable for businesses of all sizes, offering a solution that grows with the company.

  • No, Cherwell Service Management does not offer a free version.

  • Yes, Cherwell Service Management offers a free trial.

  • No, Credit Card details are not required for the Cherwell Service Management trial.

  • No, Cherwell Service Management does not offer an API.

  • Cherwell Service Management can be integrated with the following applications:

    • Salesforce Sales Cloud , Microsoft SharePoint , ServiceNow , Jira , Ivanti Neurons for ITAM , Slack , Zoom Meetings , Microsoft Outlook , Microsoft Teams , ServiceNow , Ivanti Neurons for Patch Management , Ivanti Security Controls , Ivanti Endpoint Security for Endpoint Manager , ServiceNow , jira

  • Cherwell Service Management offers support with the following options:
    • Knowledge Base

  • Cherwell Service Management offers training with the following options:
    • Live Online , Webinar , Documentation , Videos

  • Cherwell Service Management supports the following languages:
    • English , French , German , Portuguese , Spanish

  • Following are the typical users of the Cherwell Service Management:
    • Small-Business , Midsize-Business , Large-Enterprise-Business

  • Cherwell Service Management supports the following deployment:
    • Cloud Hosted

  • Cherwell Service Management supports the following devices and operating systems:
    • iPhone , Android , Windows , Mac , Linux
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