Cherwell vs ServiceNow — A 2019 Comparison

The debate over at which one is better, Cherwell or ServiceNow seems to be eternal and no one can answer the question. Each year, many Cherwell and ServiceNow alternatives appear and it has become increasingly harder to identify which one is actually the better tool. Thus, with all this in mind, we decided to investigate the case on our own, meaning that its prime time we look at the two giants.

Unlike the majority of websites, we decided to tackle the Cherwell vs ServiceNow debate a bit differently. We want to cover the issues each tool can solve, as well as what kind of drawbacks or opportunities might appear during the process. Thus, without further ado, let’s get started!

ServiceNow Tool

To start off our comparison, we decided to analyze ServiceNow first. The reason why we are doing it is quite simple, the tool recently received a major update. Also, before we start, we’d like to stress that information is a subject of change, meaning that all information is based on the time of this writing. Things might look different in a month, thus make sure you come back and see an update.


One of the best parts about ServiceNow is its ability to adapt to just about any system thanks to the open API system. The developers over at ServiceNow made sure that their tool is capable of connecting to just about anything that resembles an API system. Be it old or new, chances are you can hook the tool.

Another crucial benefit ServiceNow brings to the table is the ability to create custom workflows for your departments, agents, and even customers. Through the use of semi-automated routing systems, you can reduce workflow for both your agents and whole departments. Direct your customers to solutions or discussion threads during overload or unavailability.

Lastly, there’s the ability to create a platform within a platform. The service is called the Now Platform and it allows your developers to make a place where their talent will thrive, where their abilities won’t be limited. This is a massive benefit for IT companies and it also proves that ServiceNow knows what their customers want from them.


While the list of benefits is quite impressive, the tool does have a few glaring issues we’d love them to be fixed. To begin with, the tool can be confusing even for developers as there are corners that require you to memorize a bunch of stuff at the same time. There is also the issue of poor loading times. With more companies shifting towards fast and ultra-responsive UIs, its a mystery as to why ServiceNow hasn’t accelerated their user experience. Finally, the tool has trouble handling large reports and can even sometimes drop filters in the end file.


The tool was made with huge companies in mind and this is clearly reflected in their pricing system. Generally speaking, the tool is quite pricey, especially if you want to use the Platform Now service. If you are a small company, we suggest that you look at ServiceNow competitors that are usually cheaper.

Decide: Cherwell or ServiceNow

Cherwell Tool

Just as we did with ServiceNow, we will look at Cherwell using the same characteristics. This is not only fair but will make sure that you know exactly what makes Cherwell different from its rival. Thus, here’s how the system stacks up against its main competitor.


If there’s one thing that comes into mind immediately after hearing the words Cherwell software, that would be the immediate deployment system. What this system allows you to do is to release services, products, and set up support departments in just a few taps as long as you have the necessary hardware (a PC and a microphone).

Also, another cool thing about Cherwell software is the fact that you can use it to manage not only your sales and support teams but HR departments, digital marketing teams, etc. It is not limited to just sales and support and this is exactly why it is so popular among smaller companies. The adaptability of this tool is just phenomenal.

And finally, the tool works with a wide range of hardware configurations. This means that you can track the health and status of a wide range of business assets. Be it software or hardware components, you will know exactly what needs to be changed or upgraded. This is extremely useful for remote teams that work in the same network and utilize the shared asset base (this might include source code, design sketches, etc.)


One of the key issues given tool has is depth. This alone might be seen as a non-issue but you’d be surprised how many different things that should be straightforward are clotted with unnecessary settings and tweaking options. This alone will hinder the performance of your employees, as well as breed new issues in the form of neverending questions. Another grip we have with the tool is the fact that the on-premise solution is perhaps ten times faster than the web version. There’s no particular reason as to why this is a thing but can be a day and night difference for some companies.


If you look at Cherwell pricing option, it becomes clear that the company doesn’t exactly like to disclose it to the public. But this wouldn’t be a comparison if we didn’t mention that it favors smaller companies. Yes, the tool isn’t super expensive and prices can range up to $150 per three agents but for the plan, you get almost everything we’ve stated. There are a few features that are sold separately, thus keep that in mind.

To Sum It Up

All in all, both tools are competitors but target different goals. One is better made for big companies the other is a better choice for small ones. But no matter what size you are, you will be just fine picking whichever you like most. Each of them is best in their respective fields and we suggest you align those features with your organization's need. But that’s all for now, see you in our next post!

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