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Cherwell Service Management review
ITSM Specialist at a computer software company with 5,001-10,000 employees
Not bad out of the box but customization can be time-intensive
Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost. In the future, I would like to see the addition of chatbots to the self-service portal.
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