Aranda Service Management vs. Cherwell Service Management

Brenda Gratas December 14, 2022
- 16 min read

When it comes to optimizing your organization's operations and service delivery, selecting the right IT Service Management (ITSM) solution is a critical decision. With contenders like Aranda Service Management vs. Cherwell Service Management vying for your attention, thoroughly evaluating their features and capabilities becomes paramount. However, what if there's an alternative solution that surpasses both options?

In this blog post, we’ll embark on a comprehensive comparison of Aranda Service Management and Cherwell Service Management for ITSM. We'll delve into their strengths, functionalities, and suitability for your requirements. But that's not all. We'll also introduce you to an alternative solution that stands out amidst this competition: InvGate Service Desk.

InvGate Service Desk is more than just a service desk software. It goes above and beyond by strongly emphasizing digital transformation, offering streamlined functionalities, and providing organizations with a unique opportunity to elevate their IT operations to new heights.

Join us as we dive into this in-depth ITSM tools comparison, helping you discover the ideal ITSM solution that will drive your organization toward operational excellence.


Table of Contents



  • Despite offering a unified web console, flexible installation options, and support, it is disappointing that Aranda Service Management lacks user reviews on reputable platforms like Gartner and G2.
  • Cherwell Service Management stands out for its exceptional user interface and wide range of customization features. However, a few users have expressed disappointment with the platform's acquisition by Ivanti, as it has led to performance challenges when adapting the software to meet their specific needs.
  • InvGate Service Desk stands up in the world of ITSM and ESM with its powerful ticketing system, user-friendly options, extensive reporting capabilities, and cost-effectiveness that sets it apart from the competition.


Most looked-at features by buyers

When evaluating options for managing IT services, potential buyers focus on specific features that meet the needs of their organization. Understanding these desired features is crucial for making informed decisions. 

Let's explore the primary factors prospective buyers typically consider when comparing IT Service Management tools.

  1. Self-service portal and knowledge base - Buyers highly value the inclusion of a self-service portal that allows end-users to independently resolve common issues and access relevant information without direct assistance.

  2. Scalability - Organizations with evolving needs prioritize solutions that can adapt to their growth and accommodate customization. The solution should allow the creation of custom fields, workflows, and extensions/plugins, enabling them to tailor the software to their unique business requirements.

  3. Insightful reporting - Buyers seek help desk software with powerful reporting tools such as dashboards and reports, providing valuable insights into their IT operations and performance. This data-driven approach facilitates informed decision-making and continuous service improvement.

  4. Optimized IT service catalog - Organizations often require a streamlined IT service catalog that provides a centralized platform for users to request specific IT services or resources. This feature simplifies service requests, improves visibility, and helps manage service delivery effectively.

  5. Ticket Management solution - Buyers recognize the significance of a comprehensive Ticket Management System in help desk software. This feature enables efficient tracking, assignment, and resolution of customer inquiries and support requests.

  6. Support automation and Workflow Management - Buyers actively look for software solutions that offer automation capabilities to streamline routine tasks such as ticket routing, approvals, and escalations. These automation features contribute to increased efficiency and productivity.

  7. User experience and interface - Buyers prioritize ease of use and interface design. They prefer a platform that is user-friendly, with an intuitive interface that encourages user adoption and enhances productivity. Mobile accessibility is also crucial, especially for organizations with remote or mobile workforces.

  8. Customization and flexibility - Buyers seek software solutions that provide customization options, allowing them to tailor the platform to their business requirements. This flexibility ensures that the software aligns with their unique workflows and processes, ultimately enhancing user satisfaction and overall effectiveness.

  9. Efficient IT Asset Management - Users prioritize software that offers robust IT Asset Management capabilities to maintain accurate inventories and optimize resource utilization within their organizations.

  10. Seamless integration capabilities - Integration with other systems and applications is a critical requirement for buyers, ensuring smooth data flow and process automation. The ability to integrate with existing tools (particularly ITAM tools) and platforms is highly valued for improved efficiency and a unified user experience.

  11. Pricing and support - Buyers consider the solution's cost-effectiveness, including licensing models, subscription plans, and additional costs for features or users. The availability of reliable customer support, comprehensive documentation, and accessible training resources also play a significant role in the decision-making process.

  12. ITIL compliance - Many organizations prioritize solutions that adhere to ITIL best practices. Buyers may focus on solutions that support ITIL processes such as Incident Management, Problem Management, Change Management, and Asset Management.


What is Aranda Service Management?

Aranda Service Management is the primary software solution offered by Aranda Software, a Colombian company specializing in managing IT services and infrastructure. This comprehensive software is specifically designed to help businesses efficiently handle various processes and provide support for different types of cases. With Aranda Service Management, businesses can effectively manage requests, incidents, problems, and changes, all from a centralized console.

In addition to Aranda Service Management, Aranda Software also offers a variety of software products that follow the ITIL best practices. Among these products is Aranda Asset Management, which focuses on delivering value to businesses in the Latin American region. Aranda Software has established a local presence in 10 Latin American countries, allowing them to provide flexible licensing options, including Cloud, On-premise, Hybrid, and SaaS models.

What users like from Aranda Service Management

The following information regarding the benefits of Aranda Service Management is based on the company's website at the time of writing. Unfortunately, there are no reviews available on popular platforms such as Gartner, G2, or Capterra, which could provide additional insights from user perspectives.

  • Unified web console - The platform provides a unified web console that can be accessed through a fully web-based platform. This integrated and centralized suite eliminates the need for individual computer installations.
  • Aranda Query Manager included - Users with an ADM package license can benefit from the Aranda Query Manager feature. This advanced reporting solution offers a customizable dashboard, enhancing reporting capabilities.
  • On-premise/Cloud options - Users have the flexibility to choose between different installation options that align with their infrastructure needs and organizational preferences, whether it's an on-premise or cloud-based deployment.
  • Design and user-friendliness - The software offers an intuitive interface, easy configuration, quick loading times, and overall user-friendliness, contributing to a positive user experience.
  • Swift implementation - The platform aims to expedite the implementation process by offering default configurations, templates, and models. These resources are readily available to accelerate the configuration process and ensure a quick setup.
  • Local support in Spanish - The tool offers a specialized and certified support team available in Latin America, providing assistance to users in their preferred language.

What users don’t like from Aranda Service Management

Since there are no reviews or feedback available on platforms like Gartner, G2, or Capterra, it is challenging to pinpoint any specific dislikes or criticisms regarding Aranda Service Management. Without user perspectives and experiences shared on these platforms, no negative aspects have been identified at this time.

What’s Aranda Service Management’s argument over Cherwell Service Management?

Without user feedback or reviews for Aranda, making a definitive argument about its superiority over Cherwell becomes challenging. However, by analyzing the benefits and strengths highlighted by Aranda Service Management, it is possible to identify potential areas where it could offer distinct advantages over Cherwell Service Management.

  1. Unified web console - Aranda Service Management offers a unified web console accessible through a fully web-based platform. This centralized suite eliminates the need for individual computer installations, providing convenience and ease of access for users. 

  2. Aranda Query Manager - Users with an ADM package license in Aranda Service Management can benefit from the Aranda Query Manager feature, which offers advanced reporting capabilities through a customizable dashboard. This feature enhances reporting and analytics, providing users with valuable insights.

  3. Local support - Aranda Service Management offers specialized and certified support teams available in Latin America, providing assistance in the preferred language of users. 


What is Cherwell Service Management?

Example of Cherwell Service Management's interface.

Cherwell Service Management, developed by Ivanti, is an IT Service Management platform that effectively meets the requirements of service departments without requiring coding or scripting. Its standout feature is providing automated IT service delivery through a comprehensive set of pre-built tools.

Cherwell Service Management has notable attributes such as a codeless architecture, drag-and-drop functionality, and automated workflows. Furthermore, it includes Project Management capabilities. It introduces a unique feature called Mergeable Applications ('mApps'), which allows users to share customized applications, extensions, and enhancements without impacting the system's core functionality.

In addition, Cherwell Service Management supports multiple languages and offers deployment options as a Software-as-a-Service (SaaS) solution or through on-premise deployment. It also integrates with Ivanti Neurons, a platform that enhances system performance and security by incorporating predictive, self-healing, and autonomous remediation capabilities.

What users like from Cherwell Service Management

Cherwell Service Management has been well-received by users, as indicated by reputable sources like Gartner. Here are some of the benefits that users have mentioned.

  • Simplified development - Cherwell Service Management adopts a low-code/no-code approach, allowing users to quickly set up and implement new features without requiring extensive coding knowledge or expertise.
  • User-friendly interface - The platform offers an intuitive and user-friendly interface that enhances usability and makes interactions with the system efficient.
  • API integrations - The software seamlessly integrates with other systems through API integrations, expanding its overall functionality.
  • Automation and Workflow Management - The tool excels in automating tasks and enables users to design and execute complex workflows tailored to their requirements.
  • Extensive customization - Users appreciate the wide range of options available, allowing them to personalize various aspects of the system, including form fields and workflows, to meet their specific needs.

What users don’t like from Cherwell Service Management

While Cherwell Service Management has notable strengths, users have also expressed concerns and dislikes regarding certain platform aspects. After analyzing reputable sources like Gartner, here are some areas of dissatisfaction mentioned by users.

  • Push towards Ivanti - Customers have expressed dissatisfaction with the sales approach towards Ivanti Neurons following Ivanti's acquisition of Cherwell Software. The sudden shift in focus has not been well-received by Cherwell's existing customer base, leading to dissatisfaction.
  • Challenges with customization - While Cherwell offers extensive customization options, some users have encountered difficulties and time-consuming tasks when developing and customizing certain elements, especially when creating new Business Objects and Forms.
  • Bugs and upgrade problems - Users have reported encountering bugs and challenges during platform upgrades. Poorly planned releases have led to issues that require resolution, negatively impacting the user experience.
  • Performance issues - Some users have experienced performance problems, particularly when working with large databases or managing extensive groups of technicians. These issues can affect system responsiveness and cause frustration among users.
  • Customer support - Some users have criticized the level of support provided, citing slow response times and a perceived reluctance to acknowledge software issues as bugs.
  • Outdated user interface - Certain users have expressed dissatisfaction with the Graphical User Interface (GUI) of Cherwell, considering it outdated and less responsive, particularly when comparing the web version to the desktop application.

What’s Cherwell Service Management’s argument over Aranda Service Management?

Here are the potential arguments in favor of Cherwell Service Management over Aranda Service Management.

  1. API integrations - Cherwell Service Management seamlessly integrates with other systems through API integrations, expanding its overall functionality. This capability allows organizations to connect their ITSM platform with various tools and applications, enabling smoother workflows and efficient data sharing. 

  2. Automation and Workflow Management - Cherwell Service Management excels in automating tasks and empowers users to design and execute complex workflows tailored to their requirements. This automation capability increases efficiency, reduces manual effort, and enables organizations to optimize their Service Management processes. 


Considering InvGate Service Desk as an ITSM solution alternative

In the competitive realm of IT Service Management, Aranda Service Management and Cherwell Service Management stand out as recognized competitors. However, it is crucial to explore alternative solutions that closely align with your organization's unique needs. In this context, InvGate Service Desk emerges as a compelling choice that warrants careful consideration. Now, let's delve into the extensive features of InvGate Service Desk that make it a valuable option for meeting your organization's ITSM requirements.

Robust Ticketing and Incident Management

InvGate Service Desk offers powerful features that enable efficient tracking, collaboration, and resolution of tickets. It includes automated ticket routing, customizable workflows, and SLA Management, empowering IT teams to handle and prioritize incidents effectively.

Example of a Ticket Management view on InvGate Service Desk.

Simplified configuration and setup

InvGate Service Desk simplifies the configuration and setup process with a user-friendly, no-code/low-code approach. This enables both novice and experienced users to implement the system without extensive technical expertise. The platform offers straightforward configuration options, allowing organizations to leverage its powerful ITSM capabilities quickly.

Strong self-service capabilities

InvGate Service Desk provides robust self-service functionalities, such as a user-friendly portal, an extensive IT service catalog, and a knowledge base. These features empower end-users to independently resolve common issues, access various IT services, and utilize self-help resources, thereby reducing the workload on IT staff.


Comprehensive Asset Management

By integrating InvGate Service Desk with InvGate Insight, organizations gain a holistic view of their IT ecosystem, leading to improved service delivery and reduced downtime. InvGate Insight offers features such as IT Asset Discovery, Inventory Management, Software License Management, and maintenance schedules.




Cost-effective solution

InvGate Service Desk offers a cost-effective solution without compromising functionality. It provides a comprehensive range of ITSM features at a competitive price, making it an appealing choice for organizations seeking affordability without sacrificing capabilities. Compared to alternatives like Aranda Service Management and Cherwell Service Management, InvGate Service Desk strikes a balance between cost and functionality.

Exceptional user experience

InvGate Service Desk prioritizes delivering an outstanding user experience through meticulous design and adherence to UI/UX best practices. Its intuitive interface promotes quick adoption, reduces the need for extensive training, and ensures a user-friendly design that maximizes productivity.

Comprehensive reporting and analytics

InvGate Service Desk provides extensive reporting and analytics functionalities, enabling organizations to gain valuable insights into their IT operations and performance. The platform offers ready-to-use reports and customizable dashboards, allowing IT teams to analyze data, identify patterns, and make informed decisions to enhance their services.

InvGate Service Desk's customizable dashboard view.

Customization and flexibility

InvGate Service Desk offers flexible deployment options, allowing organizations to choose between on-premise or cloud-based solutions. This adaptability ensures that the platform can cater to the specific requirements of different sectors and industries.

Focused on ITSM with ESM extension

InvGate Service Desk is purpose-built for ITSM and seamlessly extends its capabilities to Enterprise Service Management (ESM). This allows operational departments to improve their processes and fully embrace the benefits of digital transformation. With a primary focus on ITSM and strong performance in ESM, InvGate Service Desk facilitates streamlined workflows and comprehensive digital transformation initiatives across all departments.

ITIL best practice compliance

InvGate Service Desk has earned the prestigious PinkVERIFIED Certified certification,, demonstrating its commitment to upholding ITSM excellence. Whether organizations are starting their ITIL journey or managing complex operations, InvGate Service Desk provides a user-friendly and feature-rich experience aligned with industry best practices.

Fast ROI and ongoing innovation

InvGate Service Desk ensures a rapid return on investment through efficient implementation processes. Within weeks, organizations can begin experiencing the benefits of this robust ITSM solution. Additionally, regular feature updates keep users at the forefront of technology without incurring additional costs.

Next steps

When comparing Aranda Service Management vs. Cherwell Service Management, both platforms have unique features and strengths to offer organizations seeking efficient IT Service Management solutions. However, it is important to explore alternative options to ensure the best fit for your specific requirements.

One such alternative solution that deserves attention is InvGate Service Desk. With its emphasis on delivering an exceptional user experience and robust functionalities, this platform presents a compelling choice for organizations looking to optimize their ITSM operations. 

Explore our live demo to see how InvGate Service Desk can improve your business operations!


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