Asana vs Cherwell Service Management

• Task Management - Being able to assign resources and time lines to specific activities
• Project Management - Being able to plan, execute and track project process using this tool
• Customizability - Being able to customize a solution that meets your needs or activity.

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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 think there could be improved clarity around the different levels of Asana. For example, the resources available to paid accounts are not visible from the more basic accounts, so you're not aware that there are expanded options until you look in their knowledge base and see that they have additional features.
• Exporting projects - you can export a project into a csv, but it isn't pretty. This can be challenging if you'd like to have an archived project folder for open records requests.

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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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• Asana helps improve productivity in the workspace by ensuring all team members know what projects/tasks they need to get done and by when.
• Asana helps team members stay focused on what needs to get done and allows cross collaboration between departments which greatly increases overall company productivity by not having to wait around for email responses.
• Asana is a good tool for project management and is easy to use, making it accessible for the whole company to use.

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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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