Reviews onG2CapterraSourceForge
399 reviews trackedThe Bottom Line
Entry price
Paid plans only
Biggest pro
Highly customizable without coding
Biggest con
End-of-life scheduled for December 2026
TL;DR - Cherwell
- Legacy ITSM platform with powerful codeless customization
- Covers incident, problem, change, and asset management
- Reaching end-of-life December 2026, plan migration
Pricing: Paid only
Best for: Enterprises & pros
4.2/5 across review platforms
What is Cherwell?
Cherwell Service Management is Ivanti's legacy IT service management platform offering a codeless configuration environment for ITSM, HR, facilities, and security workflows. It features drag-and-drop process automation, self-service portals, asset management, and dashboard analytics. Cherwell is sunsetting on December 31, 2026, with Ivanti encouraging migration to Ivanti Neurons for ITSM.
Available on: Web, iOS, Android
Pros & Cons
Pros
- Highly customizable without coding
- Extends beyond IT to HR, facilities, and security
- Strong automation and workflow engine
- Comprehensive reporting and dashboards
Cons
- End-of-life scheduled for December 2026
- Enterprise-only pricing with no public rates
- Steep learning curve for advanced configurations
- Migration to Ivanti Neurons required long-term
Ratings Across the Web
4.2(399 reviews)
Ratings aggregated from independent review platforms. Learn more
Preview
Key Features
Codeless workflow configurationIncident and problem managementSelf-service portal with knowledge baseAsset and configuration managementDashboard analytics and reportingREST API and integration servicesMulti-department service management
Pricing
Paid
Cherwell offers paid plans. Visit their website for current pricing details.
Reviews
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4.2/5
Across 399 verified user reviews on G2, Capterra, SourceForge
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Cherwell FAQ
How does Cherwell support IT service management?
Cherwell Service Management provides a codeless configuration environment for ITSM, featuring drag-and-drop process automation, self-service portals, and asset management. It also offers comprehensive reporting and dashboard analytics to track IT operations.
Which teams benefit most from using Cherwell?
Cherwell is designed for enterprise teams that require extensive customization for their service management workflows. It extends beyond IT to support HR, facilities, and security departments with its robust automation and workflow engine.
What kind of customization does Cherwell offer?
Cherwell offers highly customizable configurations through a codeless environment, allowing users to tailor workflows without programming. This includes drag-and-drop process automation for various departmental needs.
How is Cherwell priced?
Cherwell is an enterprise-only paid product and does not offer a permanently free tier. Pricing details are not publicly available and are typically negotiated directly with the vendor.
What are the primary limitations of Cherwell?
A significant limitation of Cherwell is its scheduled end-of-life on December 31, 2026, requiring long-term migration to Ivanti Neurons for ITSM. It also has a steep learning curve for advanced configurations and is priced for enterprise use.
How does Cherwell compare to ServiceNow?
Cherwell, like ServiceNow, provides a comprehensive IT service management platform with strong workflow automation and reporting capabilities. However, Cherwell is sunsetting on December 31, 2026, with Ivanti encouraging migration to a different platform.
Can Cherwell be used for departments beyond IT?
Yes, Cherwell's flexible platform extends its utility beyond IT service management to support HR, facilities, and security workflows. Its codeless configuration environment allows for adaptation to various departmental processes.
Source: ivanti.com