Review: Cherwell

This independent review is part of our 2013 Incident and Problem Review. See all participants and terms of the review here.

Executive Summary

Elevator Pitch Cherwell use intelligent interfaces and well constructed forms to automate the basics of the processes in a comprehensive and informative way.
  • Core stages of process management as part of the user interface
  • In-context configuration mapping that makes handling concurrent incident and problem mapping management very easy
  • Potential depth of customisation in terms of use of forms (Specifics) lends itself to improving/enhancing investigation and first-time-fix.
  • While promotion to a Major Incident, automatic raising of a Problem, linkage to the Global Alerts feature and the ability for users to indicate they are affected too from Self Service is great, that indication is linked to the automatically opened problem record, not the Major Incident.
  • Customers seem to have indicated interest in linkage to the Major Incident as an out-of-the-box capability and it would make sense to provide it.
Primary Market Focus Based on the information provided, Cherwell actively market to customers of all sizes(Small <100 to Very Large >10,000)They are classified for this review as:Specialised Service Management Suite – Offering ITIL v3 processes and proprietary discovery tooling.

They use a best of breed approach to Monitoring and also Third Party discovery tools.

Commercial Summary

Vendor Cherwell Software
Product Cherwell Service Management
Version reviewed V4.3
Date of version release December 2012
Year founded 2003
Customers 400+
Pricing Structure Fully inclusive concurrent user usage for both perpetual and SaaS licensing models.
Competitive Differentiators
  • Completely integrated management processes and totally configurable against an organisation’s current and future service request models, without the need to write a single line of code via programming or scripting services.
  • Integrated Platform as a Service (PaaS) technology to empower users to easy develop and deliver integrated business services offerings.
  • Quick, easy, seamless system upgrades and low cost of ownership for ongoing system management overheads.
Additional Features Integrated application development platform. Integrated Project Portfolio Management module. Full social media integration and features for BYOD management. Multi portal, multi user, fully configurable web portal technology.

Independent Review

There was an interesting debate to be had about the incorporation of the core elements of recording an incident, as part of the record – Record, Classify, Investigate, Resolve, Close.

This “Breadcrumb Trail” is an effective way to have the system reinforce best practices.

One of the best features is the ability to create as much automation around the investigation phase of incident recording.

Cherwell make use of a form structure (“Specifics”) that are presented crisply and succinctly within the record to help the service desk to work through some very simple initial investigation queries.

Several are supplied out of the box but can be easily built.

Using business language in the impact and urgency matrices (again primarily for Incident) shows that Cherwell recognise that ITSM tools need to work across organisations.

There is a lot to like out of the box for Cherwell, and their 80/20 philosophy pays off again, in trying to expedite the processes.

Logging & Categorisation

From the moment an incident record is opened, the interface can bring up all kinds of neat interfaces for example:

The level of integration demonstrated within the tool allows for callers to be identified by just first name and department (if they so chose) and also bring up a wealth of information about the caller if required for example assets related to them, information about any surveys they have responded to, and other record they have opened.

The Categories and Sub-Categories are dependent on the type of service selected (the Sub-Category determines if that record is indeed an Incident, or a Service Request).

But behind that the “Specifics” form structure that Cherwell provide (both out of the box and customisable) provide the Service Desk Analyst with a number of queries to try and drive a first-time-fix resolution.

Tracking and Escalations

From the start point of a Service Desk Analyst to transferring to support teams, the depth of information is primarily controlled by macros (called “One-Steps”).

These macros are used to automate as much of the process as possible.

As tools evolve, the more of the mundane that can be automated, the better the focus can be on the user experience, and One-Steps are a great mechanism for taking care of those repetitive actions.

The key, as with any tool, will be to ensure that the process (i.e. the point at which a record is transferred) is clear and concise and that the tool can provide that transition as seamlessly as possible.

When it comes to creating a Problem from an existing Incident, Cherwell offer a visual configuration map, which allows in-context updates to the related Incident and/or Problem without the need to navigate away from the map itself.


Another great feature is the wording on the Impact and Urgency matrix.

The Matrix applies to a specific service and when customised, can display terminology that the business understands.

Instead of values of High, Medium and Low, having terminology like: Individual, Department, Building to describe the impact makes it a lot less like describing an IT problem, and a lot more like describing a business issue.


Coming back to those “breadcrumbs” – if a customer wishes to re-open a resolved incident, the core stages turn an angry red, with a warning triangle and escalation mark to make it very obvious this is a record that needs continued action.

Of course, those incidents that are resolved without further issues are seen as a soft-closure until the service desk receives concurrence from the user that the record can be closed.

Major Incident/Problems

There is not a separate workflow for Major Incidents (or Problems for that matter), and out of the box, there is a button to promote an incident to be Major.

This in turn triggers off the creation of a problem, and can update a Global Alert section on the Self Service Portal so that end users can see that there is something happening on a wider scale.

They can even indicate that they are affected too, but currently this will create a link to the Problem that was created when the Incident was promoted.

It can be easily resolved by the creation of a new business object for a Major Incident, and indeed customers have fed this back, so it is a little bit of an oversight that it works this way.


The value is how that experience can be enhanced to enable the Service Desk to achieve higher First-Time-Fix, and how terminology can be modified to appeal to the wider business, and not just those who read ITIL books at night.

The star of the Incident and Problem show were the Specifics forms – Business Objects that Cherwell have developed that sit within a record (across a number of processes) with meaningful prompts and questions.

Obviously this does not happen by magic – there is a case for a knowledgeable administrator who understands more than just playing with technical toys.

To really get the most out of this system, an administrator would need to understand the business processes in play, a level of system design knowledge, and the ability to not get carried away adding forms and macros.

Of course, the extremely customisable nature means that this is by no means guaranteed, but the level of knowledge given in demonstrations should ensure that organisations receive good advice.

The only glitch for me was the Global Alert link for affected users not lining up with the incident – this is easily fixable though and really is a minor pick, rather than a fundamental faux-pas.

Cherwell Service Management Customers


Click on the thumbnails to enlarge.

From the Cherwell Brochure

  • 11 PinkVERIFY™ ITSM processes
  • Intuitive wizards and simple drag-and-drop functionality
  • With Cherwell’s Codeless Business Application Technology (CBAT), you never need to write a line of code or script. Upgrades are effortless.
  • Rapid easy implementation and easily adaptable over time
  • Out-of-the-box processes to assist customers with critical Business Alignment

In Their Own Words:

Cherwell Software

The Complete IT Service Management Solution

Cherwell Software is the developer of Cherwell Service Management™ – a fully integrated solution for IT and support professionals.  The Cherwell solution offers complete choice of software deployment and licensing models: on premise or hosted; perpetual purchase or subscription; you choose!

Designed using Microsoft’s .NET platform and Web 2.0 technology, Cherwell delivers 11 fully integrated ITIL v3 PinkVERIFY accredited management processes straight ‘out-of-the-box’, including Incident, Problem, Change, CMBD, Request, SLA, Service Catalogue and Knowledge.

Web portal technology and social media integration is key to the future success of the Service Desk. With increasing business demand for enhanced services and improved access to information, Service Desks need agile, innovative and flexible web based technologies to meet the high expectations of  users.

Cherwell’s latest Web Browser Portal experience uses leading edge and cross-platform technologies (HTML5/CSS3, Ajax and jQuery) built from the ground up to provide a very responsive application-like experience with no browser plug-ins needed.

Cherwell Service Management is 100% configurable and customisable by its end users and delivers a highly scalable and extensible development platform.  Its CBAT platform enables customers to develop integrated business applications such as: CRM, HR, Project Management, Student Records and Facilities Management systems.

Offering a truly holistic approach to service management, Cherwell empowers IT and support departments to fully align themselves with the organisation they support.  Quick to deploy and easy to use, Cherwell delivers true enterprise functionality at lower costs and without the need for any programming resources.

Further Information

Group Test Index

This independent review is part of our 2013 Incident and Problem Review. See all participants and terms of the review here.

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