The recent end-of-life announcement for Cherwell has left many organizations searching for new IT Service Management (ITSM) solutions. For years, Cherwell has been a reliable tool for managing IT operations, but with its upcoming retirement, it’s time to find a new platform that fits your needs.While this change might seem challenging, finding a Cherwell alternative also offers a great opportunity. The market of ITSM tools has many advanced options with new features to improve your IT processes.
In this blog post, we’ll review some Cherwell Service Management alternatives and provide insights to help you make an informed decision.
We’ll also offer a detailed comparison between Cherwell Service Management and InvGate Service Desk and give you some tips on how to prepare for your migration.
Cherwell end of life: When will it happen?
Cherwell will discontinue product support for its current platform by December 31, 2026, a significant challenge for existing Cherwell customers.
Ivanti announced the end-of-life (EoL) to Cherwell customers on October 31, 2023. For many of their users, the announcement caused significant frustration. They felt that Ivanti decided to push them toward its own ITSM platform, Ivanti Neurons, by discontinuing Cherwell, and the move was not well-received.
Users have expressed dissatisfaction with the lack of communication from Ivanti and their implementation partners. They felt misled by previous assurances that it would remain supported until the “last Cherwell customer left the platform.”
What is Cherwell?
Cherwell Service Management is an IT Service Management platform that provides automated IT service delivery through a comprehensive set of pre-built tools. Ivanti acquired Cherwell in 2021, and its end-of-life date has been set for December 31, 2026.
Cherwell Service Management could be deployed either as a Software-as-a-Service (SaaS) solution or through on-premises deployment. Among its main features, the product provided a codeless architecture, drag-and-drop functionality, and automated workflows.
It also included Project Management capabilities and Mergeable Applications (mApps) to share custom applications, extensions, and improvements without affecting the core system’s functionality.
How to pick a Cherwell Alternative?
Key features you need to consider:
Cherwell pros and cons
Cherwell Service Management had features highly appreciated by its customers, like its user-friendly interface, a Low-Code/No-Code approach for less tech-savvy users, solid automation capabilities and workflow management features, and API integrations.
As for its cons (apart, of course, from being deprecated in the near future), Gartner reviews mentioned:
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Performance issues.
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Frequent bugs and problems with upgrades.
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Customization challenges.
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Outdated user interface.
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Slow and unsatisfactory customer support response.
InvGate Service Desk as a Cherwell alternative
InvGate Service Desk is an advanced software solution created specifically for IT Service Management. Its main objective is to help organizations streamline their IT support processes and improve their overall service delivery to end-users.
The software allows organizations to choose between cloud-based or on-premise deployment, allowing them to select the hosting environment that best suits their needs.
InvGate Service Desk is a unified platform that can help your IT Services department be in line with industry standards, including Incident Management, Problem Management, and Change Management.
Additionally, the software offers a self-service portal and personalized dashboards and reports to enhance the user experience and facilitate efficient operations.
Feedback from customers evaluating InvGate Service Desk indicates a positive experience. Here are some direct quotes from satisfied customers.
“The support team is knowledgeable and responsive. It has all the most common features you could expect from a cloud service ticketing system today, and they work well (knowledgebase, self-service portal, task assignments, approval flows, time management, reporting). The bang for the buck is excellent.” IT in Non-Government organization
“Dashboards and reports Easy to use/intuitive, very good user experience for clients and agents Workflows, automation and customization options.” General Manager, IT Services
The feedback underscores InvGate Service Desk’s ability to meet the needs of different organizations and deliver a positive experience across various ITSM aspects.
UI/UX
Users describe InvGate Service Desk’s User Interface (UI) and User Experience (UX) as simple, intuitive, and easy to use.
On the other hand, Cherwell Service Management’s UI and native mobile interface were criticized for being outdated and non-responsive. Users find the GUI to be non-modern and sometimes confusing.
Reporting and dashboards
InvGate Service Desk is praised for offering various report-generation options and personalized views. Its dashboards and reports contribute to a positive user experience.
In contrast, users express dissatisfaction with Cherwell Service Management’s reporting capabilities. They found extracting information from the system difficult and lacked visibility on closed calls and their resolution details.
Integrations
InvGate Service Desk is commended for its integration with InvGate Insight’s inventory database and mobile integration.
On the flip side, users encountered unnecessary challenges with Cherwell Service Management’s configuration of complex workflows and external integrations.
Customer support
While InvGate Service Desk’s support team received praise for being responsive and knowledgeable, Cherwell Service Management’s support was criticized for being generally poor and unhelpful.
Many users expressed frustration with Ivanti’s support team for dismissing software issues as non-bugs.
It is speculated that Cherwell’s lack of support may have been due to Ivanti planning to phase it out, leaving users feeling abandoned.
Concerns remain about whether Ivanti Neurons will offer improved support given the history with Cherwell.
Task/Incident Management
Users appreciated InvGate Service Desk’s efficient Ticket Management features, while Cherwell Service Management users struggled with categorizing their tickets.
Customization
InvGate Service Desk’s flexibility in customization was well-received, but users found Cherwell Service Management lacking in modularity and pre-packaged options, requiring extensive customization.
Workflow Management
Users appreciated InvGate Service Desk’s workflow automation and customization options, while Cherwell Service Management’s workflow development was considered complex and time-consuming.
Learning curve
Users found InvGate Service Desk to be user-friendly and easy to configure, facilitating a smooth transition for users. This ease of use is crucial when migrating to a new platform.
When looking to migrate to a new platform, it is crucial to ensure that all essential features are included to establish a strong foundation for your transition. This presents a valuable opportunity for organizations to explore modern service management solutions that can improve IT operations.
Once you have identified the key elements, you can start exploring alternative Service Management platforms that not only fulfill your basic requirements but also offer innovative features. For instance, many modern ITSM platforms come equipped with advanced analytics, AI-driven automation, and seamless integrations with other tools, which can streamline processes, enhance service delivery, boost productivity, and provide valuable insights into business operations.
InvGate Service Desk stands out as a comprehensive solution with its user-friendly interface, advanced reporting capabilities, seamless integrations, responsive customer support, extensive customization options, and efficient workflow management features. Discover how InvGate Service Desk can revolutionize your IT support processes and elevate service delivery by requesting a 30-day free trial or scheduling a meeting with our experts!
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