We performed a comparison between Cherwell Service Management and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The dashboard is very useful to get a quick overview of current tasks."
"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."
"The most valuable features are problem management and change management."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"The dashboard and the reporting functionality are the solution's most valuable features."
"All our activities are carried out in the one place."
"The most impactful feature in our day-to-day operations is the ticket status, which provides crucial visibility into the progress of each resource or incident."
"It's a straightforward and effective approach that minimizes the need for extensive explanations."
"The most valuable aspect of the solution is the possibility of the application development cap so that we can digitize workflows."
"I have found the workflows and integration the most valuable in this solution."
"I like that in ServiceNow creating workflows is simpler than that in HP Service Manager. Also, I really like the customization feature. It allows us to customize the service portal and permits us to do a lot of customization per business needs."
"The pricing of the product is quite good. It's not too expensive."
"We used ServiceNow for change management, release management, and event management."
"ServiceNow is a very powerful tool that can perform a lot of different functions."
"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."
"Access is only available if we're on VPN."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"The stability, specifically in the on-premises deployment model, could be improved."
"Loads slower than expected, and its user interface needs improvement. Support for this product also needs to improve on their response time."
"The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations."
"Its setup is tough. It takes a lot of knowledge and a lot of experience."
"Their GUI could be updated."
"Service mapping could be less complicated."
"It's moving at a very fast pace. It is difficult for developers or engineers to keep up with it. That's the only issue."
"Compared to other products that I have been using, it is not as user-friendly."
"The product’s standard user experience is not the best."
Cherwell Service Management is ranked 18th in Help Desk Software with 6 reviews while ServiceNow is ranked 1st in Help Desk Software with 210 reviews. Cherwell Service Management is rated 7.2, while ServiceNow is rated 8.4. The top reviewer of Cherwell Service Management writes "Having everything in one location has significantly improved our efficiency and reporting". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". Cherwell Service Management is most compared with Ivanti Neurons for ITSM, JIRA Service Management and BMC Helix ITSM, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.