What users are saying about
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Top Rated
1014 Ratings
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73 Ratings

Asana

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Top Rated
1014 Ratings
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Score 8.4 out of 101

Cherwell Service Management

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73 Ratings
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Score 6.6 out of 101

Likelihood to Recommend

Asana

If you are working with a cross-functional team with multiple projects on the go regularly, Asana is a lifesaver. Everything can be shared in one place. Delegation is a breeze. Communication happens in real-time.If you and your employees all have unchanging duties daily, this probably isn't something you need in your organization. You could adapt it and use it as a "checklist software" but I wouldn't see much value in paying for it if you won't use it to manage projects.
Adam Lumley profile photo

Cherwell Service Management

Cherwell is a good choice for any sized enterprise that needs an extremely customizable IT help desk solution that triggers (again, entirely customizable) automated actions, spawns workflows (and auto-spawns tasks and sub-tasks for them) for multiple IT technicians and multiple tiers of technicians. It can do project management, change management, asset management, all the same things that the others can do and far, far more. If you do NOT need a highly customized help desk solution and if you don't need automated workflow creation and task tracking, then you could buy a less expensive solution that you can use out of the box without any of the frills. But as I said, Cherwell can do a lot more than just IT help desk, and it has a huge array of "plug-in" / "add-on" features, most of which are free, that make every Cherwell implementation completely unique to the enterprise that uses it. Cherwell is just right for a company that wants to manage and customize the help desk application with a PTE resource. I manage it myself at my company, and I spend very little time maintaining it now that it's solidly established ... although it's so much fun to customize that I wish I had more time to add new features and play with it. I do strongly advise some training for the admins ... your Cherwell admins MUST take the online, instructor-led introductory admin class to kick you off, and you MUST have implementation help from Cherwell to setup your instance, especially their hosted offering, over which you don't have database admin control (you can't even turn it on to get it working without their help). But after that, there is very little support needed from your own in-house Cherwell admin resource, unless, of course, you are constantly growing the solution to make it do more. I can see how that could happen because Cherwell can do almost anything. I can imagine some departments wanting to make it into the swiss-army-knife of IT .. and HR .. and facilities .... and physical security ... and you could spend many hours down the rabbit hole doing that if you wanted to
Jane Updegraff profile photo

Feature Rating Comparison

Project Management

Asana
7.8
Cherwell Service Management
Task Management
Asana
9.3
Cherwell Service Management
Resource Management
Asana
7.5
Cherwell Service Management
Gantt Charts
Asana
6.5
Cherwell Service Management
Scheduling
Asana
8.3
Cherwell Service Management
Workflow Automation
Asana
7.7
Cherwell Service Management
Team Collaboration
Asana
9.0
Cherwell Service Management
Support for Agile Methodology
Asana
8.5
Cherwell Service Management
Support for Waterfall Methodology
Asana
8.5
Cherwell Service Management
Document Management
Asana
7.4
Cherwell Service Management
Email integration
Asana
7.5
Cherwell Service Management
Mobile Access
Asana
8.0
Cherwell Service Management
Timesheet Tracking
Asana
6.1
Cherwell Service Management
Change request and Case Management
Asana
8.4
Cherwell Service Management
Budget and Expense Management
Asana
6.9
Cherwell Service Management

Professional Services Automation

Asana
6.8
Cherwell Service Management
Project & financial reporting
Asana
5.5
Cherwell Service Management
Integration with accounting software
Asana
8.2
Cherwell Service Management

Incident and problem management

Asana
Cherwell Service Management
7.6
Organize and prioritize service tickets
Asana
Cherwell Service Management
8.4
Expert directory
Asana
Cherwell Service Management
7.8
Service restoration
Asana
Cherwell Service Management
7.7
Self-service tools
Asana
Cherwell Service Management
7.7
Subscription-based notifications
Asana
Cherwell Service Management
6.9
ITSM collaboration and documentation
Asana
Cherwell Service Management
7.0
ITSM reports and dashboards
Asana
Cherwell Service Management
7.7

ITSM asset management

Asana
Cherwell Service Management
7.1
Configuration mangement
Asana
Cherwell Service Management
7.0
Asset management dashboard
Asana
Cherwell Service Management
6.9
Policy and contract enforcement
Asana
Cherwell Service Management
7.3

Change management

Asana
Cherwell Service Management
7.9
Change requests repository
Asana
Cherwell Service Management
7.9
Change calendar
Asana
Cherwell Service Management
7.5
Service-level management
Asana
Cherwell Service Management
8.2

Pros

Asana

  • 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.
Jeniriana Rodriguez profile photo

Cherwell Service Management

  • 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.
David Crawford profile photo

Cons

Asana

  • 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.
Debbie Gillum profile photo

Cherwell Service Management

  • 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
Robbie Speers profile photo

Likelihood to Renew

Asana

Asana 9.8
Based on 33 answers
Asana is adding more useful features and it makes the work of their entire team more organized and more efficient. It really helps us in achieving greater achievements as a team. It helps us to earn more revenue since we have more satisfied clients, simply because we are able to finish their project on time or even before the due date.
Brent Lionel Mausisa profile photo

Cherwell Service Management

Cherwell Service Management 8.5
Based on 4 answers
We stay on maintenance for support and upgrades. We rely on this product for our internal operations and need to have a maintenance contract so there is some vendor support in the event of a disaster, so we opted to renew. The more recent versions of Cherwell also have some new exciting features that we're also hoping to be able to implement.
No photo available

Usability

Asana

Asana 9.0
Based on 23 answers
Asana is very easy to use, you don't need to read any guide to understand how to use it. Works well on almost any device and navigator and the interface is friendly to everyone. Creating a task is easy, following them is also easy and the comments between people involved in the tasks are public, so anyone can follow the task if the employee assigned is not available at a specific moment.
María Lucía Santagata profile photo

Cherwell Service Management

No score
No answers yet
No answers on this topic

Reliability and Availability

Asana

Asana 8.4
Based on 2 answers
Working with Asana on a daily basis
Ronen Soreq profile photo

Cherwell Service Management

Cherwell Service Management 9.0
Based on 2 answers
No answer on this topic is available.

Support

Asana

Asana 7.9
Based on 39 answers
The major reason to rate 9 ton asana are:1. Customer support is very good and fast.2. The e - mail reply to the user is within 24 hours and to efficiently handle query each issue allocated with a unique id number. 3. The cost is under budget not so high, but provide a lot of advantages
JATIN GUPTA profile photo

Cherwell Service Management

Cherwell Service Management 8.0
Based on 10 answers
We generally have a good time with Cherwell support, however, there are the few niche cases where I have to explain how Cherwell works to the customer support agent on the other end. A little more product education for tier 1 support could go a long way in helping expedite support requests from SaaS customers.
Zachary Louis profile photo

Alternatives Considered

Asana

There were a combination of factors that led us to decide on Asana, including ease of use and external system integrations, but primarily we could use it across geographically distributed offices successfully and incorporate a variety of end user work flows based on global geography, team constitution, and market focus
Kirk Brote profile photo

Cherwell Service Management

CIT had used HEAT for 15 years, which was about 10 years more than we should have. Our HEAT implementation was extremely customized and though we used HEAT well and our processes were melded with HEAT, there were many areas for improvement. Tickets would get lost or a task would be lost or the ticket would go through many hands without proper documentation. It was just fairly clunky and not very scaleable.
Michael J Mandeville profile photo

Scalability

Asana

Asana 8.2
Based on 1 answer
I used this tool on a daily basis at work and it runs as a solid rock
Ronen Soreq profile photo

Cherwell Service Management

No score
No answers yet
No answers on this topic

Return on Investment

Asana

  • 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)
Barbara Carneiro profile photo

Cherwell Service Management

  • 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.
Brandon Joseph profile photo

Screenshots

Cherwell Service Management

Pricing Details

Asana

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
Optional
8.33*

* per user per month

Cherwell Service Management

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?

Rating Summary

Likelihood to Recommend

Asana
8.7
Cherwell Service Management
7.0

Likelihood to Renew

Asana
9.8
Cherwell Service Management
8.5

Usability

Asana
9.0
Cherwell Service Management

Reliability and Availability

Asana
8.4
Cherwell Service Management
9.0

Support

Asana
7.9
Cherwell Service Management
8.0

Scalability

Asana
8.2
Cherwell Service Management

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