Azure DevOps Server vs. Cherwell Service Management (discontinued)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Azure DevOps Server
Score 8.3 out of 10
N/A
AzureDevOps Server (formerly Team Foundation Server, or TFS) is a test management and application lifecycle management tool, from Microsoft's Visual Studio offerings. To license Azure DevOps Server an Azure DevOps license and a Windows operating system license (e.g. Windows Server) for each machine running Azure DevOps Server.N/A
Cherwell Service Management (discontinued)
Score 7.6 out of 10
N/A
Cherwell Software was a full suite of service management tools competing with BMC Remedy, ServiceNow, and IBM SmartCloud. It was acquired by Ivanti, and has reached EOL.N/A
Pricing
Azure DevOps ServerCherwell Service Management (discontinued)
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Azure DevOps ServerCherwell Service Management (discontinued)
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Azure DevOps ServerCherwell Service Management (discontinued)
Top Pros
Top Cons
Features
Azure DevOps ServerCherwell Service Management (discontinued)
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Azure DevOps Server
-
Ratings
Cherwell Service Management (discontinued)
9.9
53 Ratings
19% above category average
Organize and prioritize service tickets00 Ratings10.052 Ratings
Expert directory00 Ratings9.841 Ratings
Service restoration00 Ratings9.935 Ratings
Self-service tools00 Ratings9.951 Ratings
Subscription-based notifications00 Ratings9.838 Ratings
ITSM collaboration and documentation00 Ratings9.848 Ratings
ITSM reports and dashboards00 Ratings9.951 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Azure DevOps Server
-
Ratings
Cherwell Service Management (discontinued)
9.9
44 Ratings
19% above category average
Configuration mangement00 Ratings9.942 Ratings
Asset management dashboard00 Ratings9.941 Ratings
Policy and contract enforcement00 Ratings9.931 Ratings
Change management
Comparison of Change management features of Product A and Product B
Azure DevOps Server
-
Ratings
Cherwell Service Management (discontinued)
9.9
50 Ratings
16% above category average
Change requests repository00 Ratings9.948 Ratings
Change calendar00 Ratings9.944 Ratings
Service-level management00 Ratings9.945 Ratings
Best Alternatives
Azure DevOps ServerCherwell Service Management (discontinued)
Small Businesses
Docker
Docker
Score 9.1 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
AWS CodePipeline
AWS CodePipeline
Score 9.2 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
AWS CodePipeline
AWS CodePipeline
Score 9.2 out of 10
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.5 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Azure DevOps ServerCherwell Service Management (discontinued)
Likelihood to Recommend
8.3
(47 ratings)
9.8
(57 ratings)
Likelihood to Renew
10.0
(1 ratings)
10.0
(13 ratings)
Usability
8.7
(3 ratings)
8.8
(5 ratings)
Availability
-
(0 ratings)
8.2
(3 ratings)
Performance
-
(0 ratings)
6.4
(1 ratings)
Support Rating
8.4
(10 ratings)
7.1
(16 ratings)
In-Person Training
-
(0 ratings)
8.8
(2 ratings)
Online Training
-
(0 ratings)
9.1
(1 ratings)
Implementation Rating
8.0
(1 ratings)
9.1
(3 ratings)
Configurability
-
(0 ratings)
9.1
(2 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
9.1
(1 ratings)
Ease of integration
9.0
(2 ratings)
9.1
(1 ratings)
Product Scalability
-
(0 ratings)
8.2
(1 ratings)
Professional Services
-
(0 ratings)
7.3
(1 ratings)
Vendor post-sale
-
(0 ratings)
6.4
(1 ratings)
User Testimonials
Azure DevOps ServerCherwell Service Management (discontinued)
Likelihood to Recommend
Microsoft
Azure DevOps is good to use if you are all-in on the Microsoft Azure stack. It's fully integrated across Azure so it is a point-and-click for most of what you will need to achieve. If you are new to Azure make sure you get some outside experience to help you otherwise it is very easy to overcomplicate things and go down the wrong track, or for you to manually create things that come out of the box.
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Discontinued Products
Well suited in an IT environment where you have limited staff. It can be managed by one administrator. Reliability of the SaaS environment has been excellent. Flexibility in developing automated workflows to open, manage, and close Incidents. Change Management due to ability to modify OOB to meet the needs of our staff. Contract Management allowing us to be notified when a contract or license is up for renewal and setting reminders. Integrations are not easy to create and manage.
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Pros
Microsoft
  • Reporting Integration- Azure boards provides Kanban and other dashboard, their templates for easy management of project.
  • Project Pipeline- easy integration and development of CI/CD pipelines, helped in testing, releasing project artifacts.
  • Version Control- Integration with Git and code IDE made it easy to share, review our code, fix bugs and do testing.
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Discontinued Products
  • Cherwell's email handling automation works flawlessly. The only time that I have ever needed to reset the automation service that drives it is when my own server that houses the small connecting agent has some kind of problem and disconnects us from our hosted Cherwell instance. It just works. Emails to a certain address always result in a new ticket or update to an existing ticket.
  • Cherwell is literally 100% customization in so many ways that it would be pointless to try to enumerate them. There is a very sizable list of already-created customizations (called "mApps") that you can download and apply to your instance. If you don't like them you can roll them back in seconds. But you can add and configure entire modules using one of these pre-defined, completely free, add-on packages. It's so easy to add features this way that I check the list of available mApps every month or so just to see what functionality I can add.
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Cons
Microsoft
  • Can add more build templates for specific technology requirements
  • Can have more features in dashboards which can help dev teams stream line their tasks and priorities
  • Can have raise alarm feature in case of any sort of failure in devops pipeline execution
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Discontinued Products
  • Cherwell lacks modern UI capabilities such as responsive forms and CSS styling for web portals.
  • Built-in reporting engine is hard to use and resource intensive to run.
  • No patching model for small platform fixes, must upgrade to receive platform code changes.
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Likelihood to Renew
Microsoft
Because we are a Microsoft Gold Partner we utilize most of their software and we have so much invested in Team Foundation Server now it would take a catastrophic amount of time and resources to switch to a different product.
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Discontinued Products
Cherwell is still the best tool for the job in the market. Even though Ivanti bought them and are trying to convince everyone to move over to Neurons for ITSM, they have stated Cherwell will remain supported indefinitely and have a roadmap for future Cherwell development. Unfortunately, ISM is not as flexible as Cherwell (and the UX is atrocious), hence why many people are sticking with Cherwell (and why many Cherwell customers never purchased ISM originally)
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Usability
Microsoft
Azure DevOps Server or TFS is a complete suite in itself. From Developer's machine where the code is developed to the production environment where the code is meant to run it take care of complete flow within itself. It acts as a code repository you can check-in check-out codes using GIT interface. It also acts as a Build and Automation Test tool which can help you to judge sanctity of your code. It further acts as a release manager to deploy your application to the production environment. And all these steps can also be performed without any manual intervention with the option to have approval processes. Hence its a perfect blend of all set of tools and capabilities required to bring code to production.
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Discontinued Products
I enjoy the layout and configuration of our Cherwell Service Management instance. It did take me a bit to get used to, as with any new ticketing system, but now that I understand the system more, I thoroughly enjoy it! There are just so many options and the UI is very intuitive.
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Reliability and Availability
Microsoft
No answers on this topic
Discontinued Products
Almost always available, with exception for a handful of outages due to infrastructure related issues
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Performance
Microsoft
No answers on this topic
Discontinued Products
The browser client is mostly acceptable in terms of performance, but still lacks parity with the rich client. The rich client is not very performant at all. It's built on old architecture and relies heavily on a fast internet connection, good caching and database indexing. There are several unwritten rules with form design (and form arrangement) which most users are not aware of, but can severely impact performance in the rich client. This is where the flexibility of Cherwell can come back to bite you if you step outside the boundaries of these unwritten rules
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Support Rating
Microsoft
I have not had to use the support for Azure DevOps Server. There have never been any issues where I was not able to figure it out or quickly resolve. Our Scrum Master has used support before though, and the service has always been prompt and clear with a customer-focus
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Discontinued Products
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.
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In-Person Training
Microsoft
No answers on this topic
Discontinued Products
I didn't partake in the in-person training, but it was available. I preferred the online method instead, which was a great experience. It was nice to have someone available to bounce questions off of and demonstrate how certain functions worked.
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Online Training
Microsoft
No answers on this topic
Discontinued Products
The training was great! We got together to review the system, its UI, and how to perform basic functions. Then there was plenty of time to ask questions and test out the system while there was someone available to assist.
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Implementation Rating
Microsoft
Do research beforehand and, if possible, do a trial run before implementing into production environment.
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Discontinued Products
Implementation is a breeze. Each time I've implemented it, we had an outsourced vendor overseeing it & assisting where needed. However, Cherwell OOTB is ready to go, and configuring it for LDAP/SAML, etc. for authentication and user-imports is really straight forward. The infrastructure needed for Cherwell is extremely simple too - and installing the server & database takes no more than 20 mins
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Alternatives Considered
Microsoft
In my opinion, DevOps covers the development process end to end way better than Jira or GitHub. Both competitors are nice in their specific fields but DevOps provides a more comprehensive package in my opinion. It is still crazy to see that the whole suite can be used for free. The productivity increase we realized with DevOps is worth real money!
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Discontinued Products
Much more customizable than other products, especially when ran in a self-hosted environment. Cherwell [Service Management] allows for greater flexibility of custom development and integrations to allow for automating tasks that traditional ITSM apps are not well suited for. Cherwell [Service Management] gives you the freedom to develop your own objects with minimal licensing costs.
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Contract Terms and Pricing Model
Microsoft
No answers on this topic
Discontinued Products
We have had great contracts with Cherwell and love the concurrent licensing model
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Scalability
Microsoft
No answers on this topic
Discontinued Products
We have never had any major show-stopper issues with Cherwell itself - more so with the infrastructure it sits on. Moving from in-house cloud (on Cherwell's side), to AWS then to Azure has caused multiple problems over the years (some still on-going), however the product has remained fairly stable
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Professional Services
Microsoft
No answers on this topic
Discontinued Products
As mentioned, they were always great to work with (minus the project management side). My only feedback would be to push back on requirements that don't make sense
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Return on Investment
Microsoft
  • It has streamlined the pipeline and project management for our agile effort.
  • It has helped our agile team get organized since that is a new methodology being leveraged within the Enterprise.
  • The calendar has improved visibility into different OOOs across the project team since we all come from different departments across the larger organization.
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Discontinued Products
  • As with any standard ticketing system, it helped decrease the time before first contact with clients.
  • Our department was always concerned with keeping a low budget, and it was cheaper than most.
  • My supervisor could easily tell how many resources were being put into each employee, so we had more visibility of our team's capabilities at a given time if we needed to take on something complex.
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ScreenShots