Asana vs Cherwell Service Management

• The best tools of Asana are found once we start a project, since the calendar that is integrated into our mail is super easy to use and we use it as a small agenda.
• The management of projects is incredible, the monitoring provided is one of the best in its category, since it facilitates group work.
• The creation and assignment of tasks, notifications and that each person can enter to work no matter where it is since it has a good mobile and web interface.

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• After proper training on setting up the views and servers, Cherwell did a good job separating various department ownership of tickets. Our work views weren't cluttered with irrelevant information.
• There is a lot of information that can be embedded into tickets. Such as sub-task assignments that could contain almost the same information as a ticket itself. Lot of customization options.
• Custom personal dashboards were nice, once I figured out how to do it. Not everyone wants to see things the same way as other people, and being able to move touch points where you want is always a plus.

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• I wish it implemented easier with Outlook or Gmail. I would like for it to be easier to send tasks from email to Asana.
• I think there's room for improvement in terms of how easy it is to make new Section Headers for tasks and lists.
• I'd like for more aspects of the interface to be customizable.

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• Sometimes comments made on a ticket do not generate emails to the technician who owns it, and they will not know there is an update from the customer without checking it
• Sometimes I will see an error pop up when copying text but it can easily be closed
• Sometimes the time-out window for staying logged in does not appear on top of other applications so I will not know it's logging me out

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• We went from disorganized to having our processes fully documented. This allows for projects to be duplicated and started faster, increasing my margins.
• Less opportunity for missed tasks or confusion.
• Progress checking always available and easy to use (for our clients)

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• Having a single SaaS instance of Cherwell has allowed our organization for the first time seamlessly transfer tickets across regions and allow for unprecedented communication between our groups. We look forward to opening the tool to all global IT teams and incorporating all major modules (Problem, Change, CI & Knowledge and more!) where we'll finally all be on the same tool and various IT data will finally all be in a relational database.
• Ongoing costs can be lowered because we now have enough in-house expertise to manage most of our routine Cherwell modifications and management.
• Once Cherwell is fully implemented at our organization, we'll be able to do with several separate systems and databases where all IT information is currently stored which will make things more simple and cost-effective to maintain.

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