Cherwell Service Management [EOL] pros and cons

Name: Cherwell Service Management [EOL]
Brand: Ivanti
Rating: 3.6 (6 reviews)

Vendor: Ivanti

3.6 out of 5

6 reviews
80% willing to recommend

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Pros & Cons summary

Cherwell Service Management [EOL] offers robust problem and change management with valuable integration, orchestration, and discovery tools. Clear processes boost team efficiency, and functional dashboards support dynamic data interaction. However, service catalog usability, shopping cart efficiency, manufacturer support, and mobile features need improvement. VPN access creates setup challenges, impacting user experience. Despite extensive use, inefficiencies highlight areas for enhancement, crucial for tech buyers considering streamlined operations and seamless user interaction.

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Prominent pros & cons

PROS

Cherwell Service Management [EOL] excels in problem management and change management.

Integration, orchestration features, and discovery tools of Cherwell Service Management [EOL] are valuable.

Transparent responsibilities enhance team efficiencies.

Implementation enables efficient planning of changes and required steps.

Functional dashboards allow data interaction through the drill-down feature.

CONS

Areas for improvement include the service catalog and customer catalog, which are not user-friendly.

The shopping cart experience is poor, as users cannot continue shopping or view the overall cost after submission.

Support from Cherwell Service Management [EOL] is inadequate.

Agile delivery lacks proper support.

Access requires being on a VPN, creating challenges for users.

Cherwell Service Management [EOL] Pros review quotes

Thobile Moeketsi

Senior Manager at Sasria SOC Ltd.

Aug 5, 2022

All our activities are carried out in the one place.

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reviewer1748517

ITSM Specialist at a computer software company with 5,001-10,000 employees

Dec 20, 2021

The most valuable features are problem management and change management.

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Brian McMinn

ServiceNow Architect / Lead Developer & Owner at Hana Technical Solutions

Feb 17, 2021

Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want.

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Buyer's Guide

IT Service Management (ITSM)

July 2026

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Thobile Moeketsi

Senior Manager at Sasria SOC Ltd.

Jan 26, 2020

The dashboard and the reporting functionality are the solution's most valuable features.

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it_user877374

CEO at Surplan UG

May 23, 2018

Clear processes with transparent responsibilities led to more efficiencies within the teams.

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it_user275361

Director of Operations with 501-1,000 employees

Jul 22, 2015

The best feature is the ability to create functional dashboards, where the IT manager can interact with its data through the dashboard using the drill down feature.

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Cherwell Service Management [EOL] Cons review quotes

Thobile Moeketsi

Senior Manager at Sasria SOC Ltd.

Aug 5, 2022

Access is only available if we're on VPN.

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reviewer1748517

ITSM Specialist at a computer software company with 5,001-10,000 employees

Dec 20, 2021

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.

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Brian McMinn

ServiceNow Architect / Lead Developer & Owner at Hana Technical Solutions

Feb 17, 2021

Application service mapping, GRC, SecOps, and things like that need improvement.

Read full review

Buyer's Guide

IT Service Management (ITSM)

July 2026

Download Free Report

Find out what your peers are saying about Ivanti, ServiceNow, BMC Helix and others in IT Service Management (ITSM). Updated: July 2026.

DOWNLOAD NOW