Cherwell Service Management serves as an established IT Service Management (ITSM) platform that enables organizations to optimize their IT workflows while enhancing service management quality. The service management platform provides incident management together with asset tracking and change management features, which explain its widespread popularity among IT departments.
Businesses seek the best Cherwell alternative platforms because they find the solution does not meet their needs regarding pricing and implementation difficulties, and their need for enhanced automation with AI capabilities. The listed 15 best Cherwell alternatives serve various ITSM needs, which directly support the service desk team, together with IT administrators and enterprise support staff, and business process managers.
The IT teams selected their tools from different alternatives for their usability, along with automated capabilities as well as scalability, and integration, along with ITIL compliance and cost-efficient use. Small to large businesses will experience improved service management performance along with better user experiences by implementing these service solutions. Also, check out our guide on AutoCAD LT alternatives.
Criteria for Selecting the Best Cherwell Alternatives
To find the optimal Cherwell Service Management replacement tool, one must evaluate IT service management platforms based on multiple essential factors that will enhance performance and scale up system capabilities while maintaining user-friendliness. This section chooses Cherwell Service Management’s primary replacements based on predetermined standards.
- ITIL Compliance: The tools need to follow ITIL best practices to deliver essential ITSM capabilities, consisting of incident management, problem management, change control, and asset tracking.
- Automation and AI: Tools with workflow automation and AI-driven insight, along with predictive analytics elements, combine to boost operational effectiveness by minimizing human involvement.
- User-friendly: User satisfaction depends on interfaces that are easy to use, together with customization mechanics through low-code or no-code and workflow configuration features.
- Integration Capabilities: Operational efficiency increases through the implementation of integration features that support partnerships with Microsoft and Salesforce and cloud platform solutions.
- Scalability and deployment: The deployment selection includes cloud-based deployment and on-premises deployment, or hybrid deployment. This must enable business growth potential and operational flexibility.
- Cost: Subscription-based and perpetual licensing options from alternative providers present cost-effective choices when compared to Cherwell’s solution.
- Self-Service & Reporting: It includes innovative features that provide users with advanced portals for self-service needs, along with full knowledge bases and granular reporting data.
Organizations seeking to optimize IT service management need to weigh these factors until they find the most suitable Cherwell replacement to boost operational efficiency.
List of 15 Best Cherwell Alternatives
1. ServiceNow
ServiceNow is a premium ITSM solution designed for enterprises at the organizational level. It offers automated solutions based on artificial intelligence, workflow management, and predictive intelligence for optimizing the operation of the IT department.
Its ITIL-compatible processes help companies in their effective management of incidents, issues, and changes. ServiceNow supports multiple third-party solutions and has a low-code application development suite to design specialized workflows.
Its cloud-based design offers scalability, hence ideal for large-scale organizations in need of a digital workflow solution end-to-end outside of IT service management, e.g., HR, customer services, and security operations.
Key Features:
- AI-powered workflow automation
- IT asset and service management
- Low-code development platform for custom applications
- Integration with third-party enterprise tools
Pros:
- Highly scalable for large enterprises
- Extensive automation and AI-driven insights
Cons:
- Expensive compared to other ITSM solutions
- Complex setup and customization
Pricing: Custom pricing based on business requirements.
Who Should Use It?
Large enterprises and organizations that need an all-in-one ITSM platform with automation and AI capabilities.
2. BMC Helix ITSM
BMC Helix ITSM is a cloud-based, AI-driven service management software suitable for contemporary IT environments. It utilizes machine learning, predictive analysis, and automation to make IT service delivery better and more efficient.
It adheres to ITIL best practices and also easily integrates with DevOps tools. It uses facilities such as self-service portals, chatbots, and cognitive automation to automate workload and provide an improved user experience.
It’s a great fit for businesses searching for a high-end ITSM tool that leverages AI-driven automation with existing service management workflows.
Key Features:
- AI and machine learning for predictive analytics
- Multi-cloud support for IT infrastructure management
- ITIL-compliant service management processes
- Self-service portal with virtual agents
Pros:
- Strong AI-driven automation
- Flexible deployment options (cloud, on-premises, hybrid)
Cons:
- High learning curve for new users
- Premium pricing structure
Pricing: Custom price according to the needs and size of the company.
Who Should Use It?
Enterprises are looking for an ITIL-compliant, AI-powered ITSM solution with strong automation capabilities.
3. Freshservice
Freshservice is a cloud-based ITSM solution that is renowned for its simplicity and user-friendly interface. It features change management, asset management, issue management, and automated processes.
The software includes AI-powered suggestions and analytics to help improve the productivity of IT services. Freshservice is ideal for small and mid-sized businesses with the need for an easy-to-use IT service desk that requires little setup.
Its integration with Freshworks’ suite of products makes it a perfect option for companies that want an end-to-end customer support and IT support solution.
Key Features:
- AI-powered ticketing and automation
- Integrated IT asset and change management
- Low-code workflow automation
- Strong analytics and reporting tools
Pros:
- Fast to set up and simple to use
- Affordable compared to enterprise-level ITSM tools
Cons:
- Limited customization options
- Advanced automation features require higher-tier plans
Pricing: Starts at ₹2099/user/month (billed annually).
Who Should Use It?
Small to mid-sized businesses looking for an easy-to-use, budget-friendly ITSM tool with strong automation capabilities.
4. ManageEngine ServiceDesk Plus
The helpdesk software ManageEngine ServiceDesk Plus caters to any IT department that needs such a solution. ServiceDesk Plus is ITIL-ready with features that allow ticket management, as well as change control, asset management, and automation abilities.
The software platform provides a self-service portal that combines with AI analytics to boost IT support functions. The platform functions equally well from physical premises installations as well as cloud environments, which accommodate multiple business deployment needs.
Organizations seeking an affordable yet robust ITSM solution will find ManageEngine ServiceDesk Plus to be a strong alternative to Cherwell.
Key Features:
- ITIL-based incident, problem, and change management
- IT asset tracking and software license management
- AI-powered virtual assistant for ticket handling
- Customizable workflows and automation
Pros:
- Affordable for small and mid-sized businesses
- Strong integration with other ManageEngine products
Cons:
- The interface can feel outdated
- Limited reporting options in lower-tier plans
Pricing: Starts at $245/25 users/month. Free version available for up to 5 technicians.
Who Should Use It?
SMBs and IT teams are looking for an affordable, ITIL-ready service desk with essential ITSM capabilities.
5. Jira Service Management
The agile ITSM tool Atlassian Jira Service Management was created for IT and DevOps teams. It has strong incident, problem, and change management capabilities, as well as easy integration with Jira Software for tracking software development.
The platform has support for automation, the creation of knowledge bases, and SLA. Being an open API and having a marketplace for add-ons, Jira Service Management is very customizable. It is best suited for organizations that need a service desk solution that supports agile and DevOps processes.
Key Features:
- Agile ITSM workflows integrated with Jira
- Incident, problem, and change management
- Advanced DevOps and CI/CD integrations
- AI-powered automation and chatbots
Pros:
- Strong integration with Jira and Confluence
- Great for DevOps teams and ITSM collaboration
Cons:
- Can be complex for non-technical users
- Limited reporting and analytics in lower-tier plans
Pricing: Free for up to 3 agents, paid plans start at $19.04/agent/month.
Who Should Use It?
IT and DevOps teams are looking for an agile ITSM platform with strong Jira integration.
6. Ivanti Neurons for ITSM
Ivanti Neurons for ITSM is a service management solution that uses automation and predictive analytics to optimize IT performance. The solution provides incident management, asset management, and self-healing capabilities to minimize manual intervention. Machine learning is used by the solution to forecast and prevent IT issues before they occur.
Ivanti Neurons are especially advantageous to organizations that want to embrace AI in ITSM operations to make them more efficient, secure, and user-friendly. With its automation-driven technique, it shines to become a game-changer for the ITSM market.
Key Features:
- AI-powered self-healing IT automation
- IT asset and configuration management
- ITIL-compliant service desk and workflow automation
- Omnichannel self-service support
Pros:
- Strong automation and predictive analytics
- Scalable for enterprises with complex IT environments
Cons:
- It can be expensive for smaller organizations
- Requires time to configure and optimize
Pricing: Custom pricing based on enterprise needs.
Who Should Use It?
Large enterprises are looking for AI-driven automation, predictive IT management, and robust ITSM capabilities.
7. SysAid
Small and medium enterprises can acquire SysAid because it delivers cost-effective solutions for ITSM and helpdesk operations. The ticket automation features and asset management tools with remote control functionality exist within the SysAid platform.
SysAid implements self-service portals with AI-enabled live chat functions, together with workflow automation tools that boost IT service management efforts.
Organizations should select SysAid because it provides a fast implementation coupled with user-friendly operation, thus being perfect for easy ITSM solution adoption. Organizations have flexibility for IT infrastructure needs due to SysAid’s deployment option between on-premise settings and cloud-based solutions.
Key Features:
- ITIL-based service desk with automation
- IT asset and patch management
- AI-powered chatbot for self-service support
- Customizable workflow automation
Pros:
- Budget-friendly for small and mid-sized businesses
- Easy-to-use interface with strong automation
Cons:
- Limited third-party integrations
- Reporting features need improvement
Pricing: Custom prices according to the number of agents.
Who Should Use It?
SMBs and mid-sized enterprises need an affordable ITSM solution with automation and asset management.
8. SolarWinds Service Desk
SolarWinds Service Desk operates as a cloud-based platform that delivers IT helpdesk services for support groups. This platform delivers incident management support together with asset management functions and automation services to improve service delivery.
SolarWinds Service Desk enables its users to manage knowledge and track SLAs while providing AI-powered analytical tools. The current IT infrastructure supports SolarWinds Service Desk, and users will find its interface straightforward to operate.
The IT organization that needs flexible and automated implementation of cloud-based ITSM features will find SolarWinds Service Desk to be an optimal solution.
Key Features:
- AI-powered ticketing and workflow automation
- IT asset and configuration management
- Change management with approval workflows
- Built-in analytics and reporting
Pros:
- User-friendly and quick to implement
- Strong IT asset management features
Cons:
- Limited customization options
- Higher cost compared to some competitors
Pricing: Starts at $39/technician/month
Who Should Use It?
IT teams are looking for a user-friendly ITSM solution with strong asset management and automation.
9. Zendesk for Service
Zendesk for Service is a service desk IT software with a customer-oriented approach to leverage support interactions. It has AI-driven chatbots, ticket automation, SLA, and a strong knowledge base.
The software integrates natively with numerous third-party applications, including communication and CRM tools.
Although it is mostly deployed for customer support, Zendesk can be used as an ITSM tool for internal support personnel. It best fits organizations looking for an easy-to-use, customer-oriented IT support platform.
Key Features:
- Omnichannel support (email, chat, phone, and social media)
- AI-powered chatbots and automation
- Customizable workflows and SLA management
- Strong integration ecosystem
Pros:
- Excellent customer service capabilities
- Easy integration with CRM tools
Cons:
- Limited IT asset management features
- Advanced automation requires higher-tier plans
Pricing: Starts at $25/agent/month.
Who Should Use It?
Businesses that need an IT helpdesk with strong customer support features and omnichannel communication.
10. HaloITSM
HaloITSM is a full-featured IT service management (ITSM) platform capable of supporting companies of any size, ranging from small groups to large organizations.
It includes the entire range of ITIL-aligned service management functions, such as incident, problem, and change management, which enables companies to manage IT issues effectively.
HaloITSM is equipped with strong automation features that automate processes to streamline workflow, minimize manual processes, and enhance overall service delivery.
With integrated asset management, a self-service portal, and reportable reporting, HaloITSM assists companies in maximizing IT operations. Its sleek user interface and rapid deployment make it an excellent choice over traditional ITSM solutions such as Cherwell.
Key Features:
- ITIL-compliant incident, problem, and change management
- AI-powered workflow automation
- IT asset management and CMDB
- Self-service portal for end-users
Pros:
- Highly customizable workflows
- Affordable pricing compared to enterprise ITSM tools
Cons:
- Learning curve for new users
- Limited third-party integrations
Pricing: Contact for pricing.
Who Should Use It?
Businesses need a modern, customizable ITSM platform with automation and strong asset management.
11. TOPdesk
TOPdesk is a scalable ITSM platform with incident, asset, and facility management capabilities. TOPdesk is developed for organizations in various sectors, including education, health, and the government sector.
TOPdesk integrates automation capabilities, self-service interfaces, and has advanced reporting functions. TOPdesk is designed modularly to be configured according to the needs of the organization.
TOPdesk would be the right choice for businesses that require flexible IT service management software to complement their growing company.
Key Features:
- ITIL-aligned incident and problem management
- Self-service portal with knowledge base
- Workflow automation for ticket resolution
- Asset and contract management
Pros:
- Scalable for different industries
- Strong self-service capabilities
Cons:
- UI feels outdated compared to newer ITSM tools
- Reporting and analytics could be improved
Pricing: Custom pricing based on organization size.
Who Should Use It?
Organizations are looking for a scalable ITSM solution with strong self-service features.
12. Spiceworks Help Desk
Spiceworks Help Desk is a no-charge IT service management system that is designed for small to medium-sized companies. It offers necessary IT support functionalities like ticketing, asset monitoring, and some basic reporting.
Although it has some of the more advanced features of ITIL that are a part of other enterprise-level ITSM solutions, it offers easy-to-use and straightforward user navigation that enables the support teams to handle support tickets and monitor IT assets effectively.
Spiceworks Help Desk is either cloud-based or on-premises installed, and it gives ease of access based on the infrastructure requirements of the organization. Its most appealing feature is that it is cost-free, and hence, budget-conscious organizations prefer it.
Key Features:
- Ticketing system with email integration
- IT asset and inventory tracking
- Knowledge base for self-service support
- Community-driven support forums
Pros:
- Completely free to use
- Easy to set up and manage
Cons:
- Lacks advanced ITSM features
- Limited automation and reporting options
Pricing: Free
Who Should Use It?
Small businesses and startups are looking for a no-cost IT helpdesk with basic ticketing and asset tracking.
13. EasyVista
EasyVista is a no-code IT service management tool based on simplicity of use and automation. As a simple-to-use ITSM software for organizations seeking user-friendly ITSM software, EasyVista eliminates configuration complexity through drag-and-drop designing of workflows and automation processes.
The product contains AI-based self-service portals for employees to personally resolve problems to free the IT team. It also features workflow automation, predictive analytics, and IT asset management, all of which are compelling features that make it one of the great Cherwell alternatives for businesses looking for an even more streamlined and efficient ITSM solution.
Key Features:
- No-code workflow automation
- AI-powered self-service portals
- IT asset and service management
- Strong reporting and analytics
Pros:
- Highly customizable with no-code configuration
- Strong self-service features
Cons:
- It can be expensive for small businesses
- Learning curve for advanced automation
Pricing: Custom pricing based on needs.
Who Should Use It?
Enterprises are looking for a flexible, no-code ITSM platform with self-service and automation.
14. InvGate Service Desk
InvGate Service Desk is an easy-to-use IT service management and IT asset management solution that targets mid-sized businesses. It offers a modern, simple interface for simplifying ITSM processes without sacrificing the flexibility of customization.
It is equipped with strong automation features to automate service requests, incident management, and change control. Its artificial intelligence-powered analytics allow IT personnel to monitor performance and optimize workflows to provide improved services as a whole.
InvGate Service Desk also includes a knowledge base, self-service portal, and strong reporting capabilities to help organizations monitor and improve the effectiveness of IT support.
Key Features:
- ITIL-based service desk and ticketing
- AI-driven workflow automation
- IT asset and knowledge management
- Real-time reporting and analytics
Pros:
- Modern and intuitive UI
- Affordable pricing for mid-sized businesses
Cons:
- Limited third-party integrations
- Advanced reporting requires higher-tier plans
Pricing: Starts at $17/user/month.
Who Should Use It?
Mid-sized businesses are looking for an affordable ITSM tool with a modern UI and strong automation.
15. Remedyforce (Salesforce)
Remedyforce is a cloud IT service management solution on the Salesforce platform, and as such, it is a great option for organizations that are already leveraging Salesforce solutions. It combines ITSM with IT operations management and includes capabilities like incident management, asset management, self-service portals, and workflow automation.
Remedyforce has robust security, scalability, and reporting, using Salesforce’s AI-driven analytics and automation features to enhance IT service efficiency. Organizations are able to tailor Remedyforce to their own unique ITSM requirements and enjoy seamless integration with Salesforce CRM, customer service, and analytics software.
Key Features:
- ITIL-based incident, change, and problem management
- AI-powered automation and chatbots
- Integration with Salesforce CRM and other tools
- Self-service portal with knowledge base
Pros:
- Strong integration with the Salesforce ecosystem
- AI-powered automation enhances efficiency
Cons:
- High cost for small businesses
- Requires Salesforce expertise for setup and customization
Pricing: Starts at $75/user/month.
Who Should Use It?
Enterprises using Salesforce are looking for an ITSM solution that integrates seamlessly with their existing ecosystem.
Comparison Between the Best Cherwell Alternatives
Here’s a comparison table for the best Cherwell alternatives based on features, pricing, use cases, and official websites:
| Tool | Key Features | Pricing | Best For | Website |
| ServiceNow | AI-driven automation, ITIL-compliant, incident & change management, predictive analytics | Custom pricing (Enterprise-level) | Large enterprises, IT teams, and managed service providers | servicenow.com |
| BMC Helix ITSM | Cloud-based ITSM, AI-powered automation, asset & service management | Custom pricing | Enterprises, IT service providers, DevOps teams | bmc.com |
| Freshservice | ITIL-ready, AI-powered chatbots, automation, and asset management | Starts at ₹2099/user/month | Small to mid-sized businesses, IT support teams | freshservice.com |
| ManageEngine ServiceDesk Plus | IT helpdesk, asset tracking, ITIL-ready modules, automation | Free (Basic); Paid plans start at $245/25 users/month | Small to mid-sized businesses, IT teams | manageengine.com |
| Jira Service Management | Agile ITSM, DevOps integration, incident tracking, automation | Up to 3 agents are free; paid plans begin at $19.04/per agent/month. | IT teams, software developers, and agile workflows | atlassian.com |
| Ivanti Neurons for ITSM | AI-driven automation, self-healing IT services, and remote asset tracking | Custom pricing | Enterprises, cybersecurity teams, and IT automation | ivanti.com/ivanti-neurons |
| SysAid | Ticketing, automation, remote support, self-service portal | Custom pricing | Small businesses, IT support teams | sysaid.com |
| SolarWinds Service Desk | Cloud-based ITSM, asset management, ticketing, automation | Starts at $39/technician/month | SMBs, IT teams, and IT operations management | solarwinds.com |
| Zendesk for Service | Knowledge base, AI-powered chatbots, and customer and IT support | Starts at $25/user/month | Customer service teams, IT helpdesks, and small businesses | zendesk.com |
| HaloITSM | Incident, change, problem management, self-service portal, automation | Contact for pricing | IT teams, mid-sized to large businesses | haloitsm.com |
| TOPdesk | Scalable ITSM, asset & facility management, automation tools | Custom pricing | Universities, government, healthcare, and large enterprises | topdesk.com |
| Spiceworks Help Desk | Community support, asset management, free tickets, and basic reporting | Free | Small IT teams, startups, and budget-conscious businesses | spiceworks.com/free-cloud-help-desk-software |
| EasyVista | No-code ITSM, workflow automation, self-service portals, AI chatbots | Custom pricing | Mid to large enterprises, IT teams | easyvista.com |
| InvGate Service Desk | AI-powered ITSM, ticket automation, customizable UI | Starts at $17/user/month | Mid-sized businesses, IT helpdesks | invgate.com/service-management |
| Remedyforce (Salesforce) | Cloud-based ITSM, service automation, and IT asset management | Custom pricing | Enterprises using Salesforce, IT operations | salesforce.com |
Conclusion
Selecting the best Cherwell alternatives is based on the needs of your organization. ServiceNow and BMC Helix ITSM are best suited for large organizations seeking AI-powered automation and sophisticated ITSM features.
Freshservice and ManageEngine ServiceDesk Plus are best for mid-market companies that want an easy-to-use and affordable solution. For agile teams and DevOps environments, Jira Service Management provides robust integration with software development processes.
SolarWinds Service Desk and SysAid are reasonably priced options with strong IT support features. Small companies or new ventures can take advantage of Spiceworks Help Desk, which is free but efficient as an ITSM solution.
Companies already on the Salesforce platform can easily integrate Remedyforce into their system. Finally, the best choice will be based on scalability, customization, and cost factors. based on scalability, customization, and cost factors.
FAQs
1. Why look for the best Cherwell alternatives?
Cherwell is a solid ITSM tool, but other users look for alternatives due to high costs, complex installation, or the absence of integrations. Some alternatives offer better automation, AI-driven insights, or more flexible pricing plans to suit different business needs.
2. What are the best free or low-cost alternatives to Cherwell?
For budget-conscious alternatives, Spiceworks Help Desk is a great no-cost option, and ManageEngine ServiceDesk Plus and SysAid offer affordable ITSM alternatives with strong automation features.
3. What is the best enterprise alternative?
Large businesses utilize ServiceNow, BMC Helix ITSM, and Remedyforce (Salesforce) due to scalability, AI-enabled automation, and enterprise-grade ITSM features. These options come with sophisticated workflows and integrations.
4. What are the best Cherwell alternatives for small and mid-sized businesses (SMBs)?
Freshservice, InvGate Service Desk, and HaloITSM are ideal for SMBs since they offer simple-to-use interfaces, ITIL-compliant features, and powerful automation tools at a reasonable cost.
5. Which Cherwell alternatives have strong integration and AI-powered ITSM?
Ivanti Neurons for ITSM, EasyVista, and Jira Service Management provide AI-driven automation, predictive analytics, and out-of-the-box integrations with existing enterprise tools, so they are great choices for organizations seeking improved service management capabilities.
