This independent review is part of our Self Service Market Review.
|Product||Cherwell Service Management®|
|Date of version Release||December 2014|
|Pricing Structure||# of IT Users, Concurrent Licensing|
|Elevator Pitch||Fully functional ITSM and self service capability. Product looks good and is simple to manage and maintain. Ticks the boxes for functionality, positioning (ITSM and Front end) and vendor approach.|
|Industry areas||Mid market upwards. Organisations that want to be self-sufficient and to be able to control their own technology.
Flexible and function rich – self service is well designed for user engagement.
|Target market||Large SME – Mid sized and large Enterprise market – in-house IT and back office services.|
|Solutions/ issues solved||Provides an engaging UX for customers. Simple to use and administer. Well integrated with other tools and platforms (e.g. Microsoft).|
|Product/vendor gaps||Product doesn’t handle multi-tenancy easily.
Vendor still relatively small and growing – partner base recently tripled.
|Overall view||Good all round solution, Vendor’s challenge is squeezed between low end low cost offerings – which it beats on quality and functionality – and high end ‘big 5’, where it can’t compete in corporate terms, but can on usability and self-sufficiency.
Cherwell in top area of the mid-size tier 2 market and now potentially challenging the large enterprise vendors.
As Cherwell Software was founded on a strategic vision to provide “Innovative technology built on timeless values”—a consummate commitment to build both great software solutions and exceptional customer relationships. Cherwell accomplishes this through a simple yet time-tested approach: we listen to our customers and serve their needs.
Cherwell Service Management® delivers exceptional business technology and business revenue enablement in an innovative and business consumer-oriented way, meeting our customers’ service desk software needs and giving them a powerful development platform to solve their long-term business process challenges throughout any organization – from HR to Facilities to Legal, creating a basis for strategic Service Relationship Management. Other competitors offer a development platform – we just do it better, easier, and make it more affordable.