<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
242 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
97 Ratings

Azure DevOps Server (formerly TMS)

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
242 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.3 out of 100

Cherwell Service Management

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
97 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.9 out of 100

Feature Set Ratings

    Incident and problem management

    Azure DevOps Server (formerly TMS)

    Feature Set Not Supported
    N/A
    8.7

    Cherwell Service Management

    87%
    Cherwell Service Management ranks higher in 7/7 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    9.8
    98%
    46 Ratings

    Expert directory

    N/A
    0 Ratings
    8.2
    82%
    36 Ratings

    Service restoration

    N/A
    0 Ratings
    8.1
    81%
    29 Ratings

    Self-service tools

    N/A
    0 Ratings
    9.0
    90%
    45 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    8.3
    83%
    33 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    8.4
    84%
    42 Ratings

    ITSM reports and dashboards

    N/A
    0 Ratings
    9.3
    93%
    45 Ratings

    ITSM asset management

    Azure DevOps Server (formerly TMS)

    Feature Set Not Supported
    N/A
    9.0

    Cherwell Service Management

    90%
    Cherwell Service Management ranks higher in 3/3 features

    Configuration mangement

    N/A
    0 Ratings
    9.2
    92%
    36 Ratings

    Asset management dashboard

    N/A
    0 Ratings
    9.2
    92%
    35 Ratings

    Policy and contract enforcement

    N/A
    0 Ratings
    8.7
    87%
    26 Ratings

    Change management

    Azure DevOps Server (formerly TMS)

    Feature Set Not Supported
    N/A
    9.5

    Cherwell Service Management

    95%
    Cherwell Service Management ranks higher in 3/3 features

    Change requests repository

    N/A
    0 Ratings
    9.2
    92%
    42 Ratings

    Change calendar

    N/A
    0 Ratings
    9.6
    96%
    38 Ratings

    Service-level management

    N/A
    0 Ratings
    9.6
    96%
    39 Ratings

    Attribute Ratings

    • Azure DevOps Server is rated higher in 4 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Implementation Rating
    • Cherwell Service Management is rated higher in 1 area: Support Rating

    Likelihood to Recommend

    8.7

    Azure DevOps Server (formerly TMS)

    87%
    49 Ratings
    8.4

    Cherwell Service Management

    84%
    51 Ratings

    Likelihood to Renew

    10.0

    Azure DevOps Server (formerly TMS)

    100%
    1 Rating
    8.3

    Cherwell Service Management

    83%
    10 Ratings

    Usability

    8.7

    Azure DevOps Server (formerly TMS)

    87%
    3 Ratings
    7.2

    Cherwell Service Management

    72%
    3 Ratings

    Availability

    Azure DevOps Server (formerly TMS)

    N/A
    0 Ratings
    9.0

    Cherwell Service Management

    90%
    4 Ratings

    Support Rating

    8.5

    Azure DevOps Server (formerly TMS)

    85%
    22 Ratings
    8.8

    Cherwell Service Management

    88%
    27 Ratings

    Implementation Rating

    8.0

    Azure DevOps Server (formerly TMS)

    80%
    2 Ratings
    7.7

    Cherwell Service Management

    77%
    2 Ratings

    Likelihood to Recommend

    Azure DevOps Server (formerly TMS)

    In our case it was best suited when we started working remotely, we were able to track everything in out projects easily, able to share our codes, give reviews for the codes and also create integration and deployment CI/CD plans for the release and testing.It helped our team members with the productivity, early prototyping and release. Create summarised reports of different aspect of our projects. Even in other scenarios it is one of the best tools to use for collaboration and project management. I haven't found any specific scenario where it is not appropriate
    Anonymous | TrustRadius Reviewer

    Cherwell Service Management

    Cherwell is a well-rounded product that can really be utilized as far as one's imagination can stretch. I've used the product in both a corporate and medical environment, where the tool was used for vastly different reasons (i.e., ITSM, business & retail functions, vs hospital orderlies & medical equipment tracking in a CMDB, etc.). Cherwell is so versatile that you can really use it to develop any workflow or process that is unique to your line of business - there are more than enough functions and tools available within Cherwell to effectively manage any enterprise solution your organization needs. The major drawback of flexibility is supportability. Given that you can essentially develop anything you want (content-wise) in Cherwell, it can quickly become highly complex and difficult to support by anyone other than the original developer. Documentation is key (F-spec & T-spec especially!) when developing larger solutions in Cherwell.
    Anonymous | TrustRadius Reviewer

    Pros

    Azure DevOps Server (formerly TMS)

    • Organizes tasks with space for all the added context one would need (requirements, design links, etc.)
    • Ability to capture a backlog of items to better visualize a roadmap to help with planning/prioritizing.
    • Streamlines the work being done across a large project team with various specialists.
    • Intuitive to use with minimal learning curve for those new to the tool.
    Brianne Netel | TrustRadius Reviewer

    Cherwell Service Management

    • 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.
    Jane Updegraff | TrustRadius Reviewer

    Cons

    Azure DevOps Server (formerly TMS)

    • 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
    Anonymous | TrustRadius Reviewer

    Cherwell Service Management

    • 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.
    Megan Hartz | TrustRadius Reviewer

    Pricing Details

    Azure DevOps Server (formerly TMS)

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    Starting Price

    Cherwell Service Management

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    Starting Price

    Likelihood to Renew

    Azure DevOps Server (formerly TMS)

    Azure DevOps Server (formerly TMS) 10.0
    Based on 1 answer
    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.
    Bill Starling | TrustRadius Reviewer

    Cherwell Service Management

    Cherwell Service Management 8.3
    Based on 10 answers
    So far we've been really happy with Cherwell Service Management. We are aware that there are cheaper solutions out there and cost is always a factor. As we continue to dial it in and make improvements one thing we'd like to see is a better way to classify and categorize the work. For first time users it can be quite confusing to get your tickets assigned to the correct group with an organization as large as ours.
    Anonymous | TrustRadius Reviewer

    Usability

    Azure DevOps Server (formerly TMS)

    Azure DevOps Server (formerly TMS) 8.7
    Based on 3 answers
    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.
    Anonymous | TrustRadius Reviewer

    Cherwell Service Management

    Cherwell Service Management 7.2
    Based on 3 answers
    It is a product that can be heavily customised. We have many dashboards to suit different user roles that you can drill down to extract the information you require. Within our organisation there are a lot of expert end-users who produce these dashboards and short-cuts. An in-house development team to review requests and roll them out into the live environment should also be considered. The development role does not need to be a full-time just needs somebody with suitable expertise.
    Anonymous | TrustRadius Reviewer

    Support Rating

    Azure DevOps Server (formerly TMS)

    Azure DevOps Server (formerly TMS) 8.5
    Based on 22 answers
    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
    Kellie Crawford | TrustRadius Reviewer

    Cherwell Service Management

    Cherwell Service Management 8.8
    Based on 27 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 | TrustRadius Reviewer

    Implementation Rating

    Azure DevOps Server (formerly TMS)

    Azure DevOps Server (formerly TMS) 8.0
    Based on 2 answers
    Do research beforehand and, if possible, do a trial run before implementing into production environment.
    Bill Starling | TrustRadius Reviewer

    Cherwell Service Management

    Cherwell Service Management 7.7
    Based on 2 answers
    We had access to the old system that Cherwell replaced. Some things were difficult to find in the beginning but it was a learning curve that got easier after a few days.
    Anonymous | TrustRadius Reviewer

    Alternatives Considered

    Azure DevOps Server (formerly TMS)

    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!
    Anonymous | TrustRadius Reviewer

    Cherwell Service Management

    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.
    Aidan Wick | TrustRadius Reviewer

    Return on Investment

    Azure DevOps Server (formerly TMS)

    • There has been a positive impact on our overall business objectives. We have saved a huge amount of time consolidating user stories and bugs into one central location.
    • The system has increased visibility into our processes which has additionally had a positive impact on our business objectives. It has increased confidence in the process and allowed us to have more flexibility around the project.
    Michael Martinez | TrustRadius Reviewer

    Cherwell Service Management

    • 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.
    David Crawford | TrustRadius Reviewer

    Add comparison