Cherwell Software Review: Modernize Your Service Processes Without Code

Manual processes still slowing down your IT operations?

If you’re dealing with never-ending service requests, asset tracking nightmares, or clunky change approvals, researching Cherwell Software makes a lot of sense right now.

Because let’s face it—workflow bottlenecks and constant fires eat up your day and keep you from focusing on bigger priorities with your team.

Cherwell Software takes on these everyday headaches with flexible ITSM and ESM tools—think no-code automation, real-time dashboards, and risk management all in one place. What really stands out from my research is how customizable Cherwell is for different departments—without relying on developers or endless configuration.

So, in this review, I’ll dig into how Cherwell actually modernizes your IT service delivery—from key automation features to real-world results.

You’ll find an in-depth Cherwell Software review that covers core features, pricing, integrations, and hands-on comparisons to Ivanti, ServiceNow, and others.

You’ll leave with the features you need to simplify decision-making and solve your team’s real service management pains.

Let’s dive in.

Cherwell Software Overview

Cherwell Software has been in the ITSM game since 2004, starting out in Colorado. Their mission was always focused on delivering a truly adaptable and modern service management platform for businesses that felt constrained by legacy tools.

From my experience, they hit their stride with mid-market and enterprise clients, especially in regulated sectors like government and healthcare. What truly defines them is their flexible no-code service management platform, which avoids the common one-size-fits-all rigidity you often see.

The most significant event was their 2021 acquisition by Ivanti, a defining strategic move for both companies. You’ll see the full impact of this combination as we go through this Cherwell Software review.

Unlike competitors like ServiceNow that can be overwhelming, Cherwell’s key strength has always been its highly adaptable no-code platform. It feels built to empower your business teams to own and modify their own unique workflows.

They work with many universities, healthcare systems, and government agencies—organizations with specific process and compliance needs that demand a tool that can be precisely and easily configured without a massive IT project.

Ivanti’s current strategy is to fully integrate Cherwell’s technology into its broader Neurons platform. For you, this signals a clear shift toward providing enterprise-wide, AI-powered automation that extends well beyond traditional IT.

Now let’s examine their core capabilities.

Cherwell Software Features

Is your team drowning in IT tickets and manual tasks?

Cherwell Software features, now part of Ivanti, focus on automating service management and streamlining operations across your business. Here are the five main Cherwell Software features that tackle common organizational pain points.

1. Cherwell Service Management (CSM)

Tired of endless IT support calls and emails?

Dealing with IT issues manually can overwhelm your team and frustrate users, slowing down critical business operations.

CSM offers a robust self-service portal, allowing users to find answers, log tickets, and track status independently. What I found particularly useful is how it automates incident categorization and technician assignment, which really cuts down on manual intervention and speeds up resolution. This feature, PinkVERIFY-certified, truly simplifies IT support.

This means your IT team can focus on strategic projects, and users get faster, more consistent support.

2. Cherwell Asset Management (CAM)

Struggling to track all your IT assets efficiently?

Without clear visibility into your hardware and software, you risk overspending, compliance issues, and wasted resources.

CAM provides a centralized solution to monitor every IT asset from procurement to disposal across various OS and virtual environments. From my testing, this feature helps you identify unused software licenses, allowing you to reallocate or retire them for significant cost savings. It integrates with CSM to populate your CMDB seamlessly.

The result is optimized IT spending, reduced audit risks, and better-informed purchasing decisions.

3. Enterprise Service Management (ESM)

Is service quality inconsistent across departments?

Siloed operations lead to fragmented processes and poor service delivery outside of IT, impacting overall organizational efficiency.

Cherwell’s ESM extends the powerful no-code platform and automation beyond IT to departments like HR and Facilities. This is where Cherwell shines, as you can manage everything from employee onboarding to maintenance requests using a consistent, automated approach. It streamlines workflows for diverse business functions.

So, your entire organization benefits from improved service experiences and standardized, efficient processes.

4. Automation and Workflow Management

Are repetitive tasks draining your team’s productivity?

Manual, routine processes are prone to errors and consume valuable time that could be spent on more impactful work.

At its core, Cherwell excels with its powerful automation engine, which can automate tasks like password resets or complex change requests. I found its no-code development platform truly empowering, enabling you to customize and modify workflows to fit your unique business needs without requiring extensive coding. This feature is incredibly flexible.

This means your teams are freed from mundane tasks, allowing them to focus on strategic initiatives and higher-value work.

5. Information Security Management System (ISMS)

Worried about managing security risks and compliance?

Navigating complex regulations and responding to security alerts manually can be overwhelming and leave your organization vulnerable.

The ISMS mApp Solution provides a centralized platform for managing governance, risk, and compliance against standards like ISO 27001. From my evaluation, this feature efficiently aggregates security alerts from multiple sources, enabling rapid assessment and action. It links security events directly to IT incident processes.

This results in a stronger security posture, streamlined compliance, and more effective responses during critical security incidents.

You’ll appreciate how these Cherwell Software features collectively deliver an integrated service and asset management experience that empowers your entire organization.

Cherwell Software Pricing

Unsure about enterprise software pricing?

Cherwell Software pricing primarily operates on a custom quote model, meaning you’ll need to contact sales directly to get detailed cost information tailored to your specific requirements.

1. Pricing Model & Cost Factors

Understanding their custom approach.

Cherwell’s pricing structure is subscription-based, with costs varying significantly based on your specific needs and scale. What I found regarding pricing is that it’s tailored to your organization’s size, user count, and chosen ITSM tiers like Professional or Enterprise Premium. Key cost drivers include the complexity of implementation and the level of customization required.

From my cost analysis, this means your total investment reflects your unique operational footprint rather than generic packages.

2. Value Assessment & ROI

Maximizing your budget’s potential.

Cherwell, now part of Ivanti, offers a powerful no-code platform that can drive substantial ROI by streamlining IT and enterprise service management. From my cost analysis, the platform’s flexibility can reduce long-term customization costs, ensuring your budget goes further by avoiding extensive coding. It aims to modernize operations, delivering value that often outweighs the initial investment for complex organizations.

The result is your business achieves greater efficiency and a more adaptable service delivery model.

3. Budget Planning & Implementation

Anticipating your total spend.

Beyond the per-user subscription fees, you must factor in significant implementation costs, which can range from $10,000 for SMBs to over $100,000 for large enterprises. These cover setup, integration, and configuration efforts, ensuring a smooth transition. Budget-wise, you’ll need to account for these initial setup expenses to get the system fully operational and integrated within your existing infrastructure effectively.

This helps you avoid unexpected costs and ensures your finance team has a clear picture of the total investment.

My Take: Cherwell’s custom pricing approach, integrated with Ivanti, is best suited for mid-to-large enterprises seeking highly tailored ITSM and ESM solutions where precise alignment with unique needs justifies the investment.

The overall Cherwell Software pricing reflects tailored enterprise value for complex service management needs.

Cherwell Software Reviews

What do customers really think?

My analysis of Cherwell Software reviews provides balanced insights into real user experiences, helping you understand what actual customers think about the software.

1. Overall User Satisfaction

Users generally find it satisfying.

From my review analysis, Cherwell users report good satisfaction, especially with its robust customization and automation. What I found in user feedback is that Cherwell’s flexibility adapts well to unique needs, a critical factor for many businesses, contributing to positive reviews.

This means you can likely tailor the system to your specific operational requirements effectively.

2. Common Praise Points

Its customization and interface stand out.

Users frequently commend Cherwell’s user-friendly interface and extensive customization options, including IT asset management. From customer feedback, the platform’s adaptability and granular control are highly valued, allowing teams to align the software with their exact workflows.

This suggests you’ll find the platform highly configurable and efficient for asset tracking.

3. Frequent Complaints

Implementation can be a hurdle.

While praised, some users express concerns about the complexity of the implementation process and occasional UI awkwardness. Review-wise, what stands out is how the initial setup can be quite involved, requiring dedicated resources and careful planning to overcome.

These issues are often mitigated by proper planning and leveraging Cherwell’s training programs.

Overall, Cherwell Software reviews reveal strong features but a potentially challenging implementation process for new users.

Best Cherwell Software Alternatives

Considering other ITSM options?

The best Cherwell Software alternatives include several strong options, each better suited for different business situations, priorities, and budget constraints.

1. ServiceNow IT Service Management

Need an all-encompassing digital workflow platform?

ServiceNow excels when your organization requires highly scalable, extensive platform capabilities with a vast ecosystem of pre-built applications beyond just ITSM. From my competitive analysis, ServiceNow provides a comprehensive suite for large enterprises with complex, diverse digital transformation needs.

Choose ServiceNow if you have the budget for a premium, market-leading solution for expansive enterprise service management.

2. Freshservice

Seeking a user-friendly, affordable ITSM solution?

Freshservice is ideal for SMBs or companies prioritizing simplicity, quick deployment, and a lower price point for core ITIL capabilities. What I found comparing options is that Freshservice offers a straightforward, cost-effective alternative with a highly intuitive user interface, though it lacks Cherwell’s deep customization.

Consider this alternative when ease of use and budget are your primary concerns, over extensive customization needs.

3. BMC Helix ITSM

Require advanced AI-powered automation and analytics?

BMC Helix ITSM is designed for large organizations with complex IT environments that need enterprise-level features, often powered by AI and predictive analytics. From my analysis, BMC Helix offers robust AI and predictive capabilities for optimizing ticket resolution and omnichannel support, making it a significant investment.

Choose BMC Helix if your organization needs cutting-edge AI for ITSM and is prepared for a substantial financial commitment.

4. Jira Service Management

Already immersed in the Atlassian ecosystem?

Jira Service Management shines for organizations heavily invested in Atlassian products and seeking tight integration between IT service management and software development workflows. Alternative-wise, Jira Service Management integrates seamlessly with development tools, promoting strong DevOps practices, often with more transparent pricing.

Choose Jira Service Management when integrating ITSM with a development-centric culture and other Atlassian tools is key.

The best Cherwell Software alternatives ultimately depend on your organization’s specific scale, budget, and integration priorities.

Cherwell Software Setup

Will Cherwell Software implementation be a headache?

From my Cherwell Software review, its deployment approach is flexible but requires careful planning to navigate customization and integration complexities, setting realistic expectations for the journey.

1. Setup Complexity & Timeline

Expect a journey, not a sprint.

Cherwell implementation can range from weeks to several months, depending on your organization’s size and required customization. What I found about deployment is that small businesses often spend $10,000-$20,000 on setup, while larger enterprises face costs upwards of $50,000 to $100,000.

You’ll need to accurately scope your needs upfront, as customization levels directly impact your timeline and budget.

2. Technical Requirements & Integration

Prepare your IT infrastructure for the task.

Cherwell supports both cloud and on-premise deployments, requiring hardware, software, and integration planning for third-party systems. From my implementation analysis, complex integrations are often the biggest technical hurdle, especially when connecting to existing HR or asset management tools.

Your IT team needs to assess current systems and plan for potential API usage, ensuring seamless data flow across platforms.

3. Training & Change Management

User adoption hinges on effective training.

Cherwell’s extensive features and no-code platform mean administrators and users will need dedicated training to maximize benefits. What I found about deployment is that adequate training prevents the steep learning curve from hindering productivity and user satisfaction.

You should invest in comprehensive training programs and identify internal champions to foster broad adoption and process adherence.

4. Support & Success Factors

Vendor support can smooth the path.

Cherwell (now Ivanti) offers support and self-service portals, which are critical during your initial implementation phase. From my analysis, proactive engagement with support resources is key to overcoming unexpected challenges and optimizing your setup efficiently.

You’ll want to leverage available support and Cherwell’s ITIL-certified processes for a structured, successful deployment.

Overall, successful Cherwell Software setup requires meticulous planning and dedicated resources to fully leverage its powerful capabilities.

Bottom Line

Is Cherwell Software the right fit for you?

My Cherwell Software review shows a powerful platform for mid-market and enterprise organizations prioritizing customizable service management and workflow automation across departments.

1. Who This Works Best For

Mid-market and enterprise organizations valuing extensive customization.

Cherwell excels for businesses needing a highly adaptable no-code/low-code platform to automate IT and enterprise service management (ESM) workflows. From my user analysis, organizations prioritizing cross-departmental service consolidation benefit greatly from its flexible design and extensive configurability.

You’ll find success if your business requires a solution that evolves with unique processes without demanding extensive coding expertise.

2. Overall Strengths

Exceptional flexibility and robust customization truly stand out.

The software succeeds by empowering teams to customize workflows extensively with its no-code/low-code foundation, streamlining service delivery and IT asset management. From my comprehensive analysis, its ability to adapt to unique business processes without developer intervention is a significant competitive advantage.

These strengths mean your organization gains agility, improved efficiency and consistent service delivery across all departments.

3. Key Limitations

Implementation can be complex, requiring careful planning.

While powerful, new users may find the initial setup and advanced configurations challenging without dedicated resources or external support. Based on this review, the learning curve for maximizing advanced features might require more significant time and investment than anticipated for some teams.

I find these limitations manageable if you prioritize deep customization, but they could be deal-breakers for simpler, out-of-the-box needs.

4. Final Recommendation

Cherwell Software earns a strong recommendation for specific needs.

You should choose this software if your mid-to-large organization needs a flexible, customizable platform for ITSM and ESM to automate complex workflows. From my analysis, your business will benefit most from its extensibility across departments and commitment to no-code capabilities.

My confidence level is high for organizations seeking deep customization and cross-departmental integration capabilities.

Through this Cherwell Software review, I’ve outlined strong value for the right enterprise profile, emphasizing its customization and comprehensive service management capabilities for your business.