Top Rated
157 Ratings
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Score 8.5 out of 100
79 Ratings
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Score 7.2 out of 100

Likelihood to Recommend

Azure DevOps Server (formerly TMS)

Azure DevOps is well suited if you have a big team that is collaborating their codes and need to have devops pipeline for all build and release work. Also since this tool provides bug management facility, you don't need to purchase any other tool for that purpose. Moreover if you have your infrastructure built over Azure cloud then this is a best match for your requirements as it integrates well with it.
Anonymous | TrustRadius Reviewer

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 | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Azure DevOps Server (formerly TMS)
Cherwell Service Management
8.4
Organize and prioritize service tickets
Azure DevOps Server (formerly TMS)
Cherwell Service Management
8.7
Expert directory
Azure DevOps Server (formerly TMS)
Cherwell Service Management
8.3
Service restoration
Azure DevOps Server (formerly TMS)
Cherwell Service Management
8.0
Self-service tools
Azure DevOps Server (formerly TMS)
Cherwell Service Management
8.4
Subscription-based notifications
Azure DevOps Server (formerly TMS)
Cherwell Service Management
8.0
ITSM collaboration and documentation
Azure DevOps Server (formerly TMS)
Cherwell Service Management
8.4
ITSM reports and dashboards
Azure DevOps Server (formerly TMS)
Cherwell Service Management
8.8

ITSM asset management

Azure DevOps Server (formerly TMS)
Cherwell Service Management
8.3
Configuration mangement
Azure DevOps Server (formerly TMS)
Cherwell Service Management
8.3
Asset management dashboard
Azure DevOps Server (formerly TMS)
Cherwell Service Management
8.6
Policy and contract enforcement
Azure DevOps Server (formerly TMS)
Cherwell Service Management
8.0

Change management

Azure DevOps Server (formerly TMS)
Cherwell Service Management
8.5
Change requests repository
Azure DevOps Server (formerly TMS)
Cherwell Service Management
8.4
Change calendar
Azure DevOps Server (formerly TMS)
Cherwell Service Management
8.5
Service-level management
Azure DevOps Server (formerly TMS)
Cherwell Service Management
8.7

Pros

Azure DevOps Server (formerly TMS)

  • The consolidation of issues is extremely useful for us. Having one place where all bugs are entered has helped our business process immensely.
  • Being able to query data regarding user stories, bugs and code is extremely helpful. As well, using the visual tools built into the system can help with messaging regarding the status of a project.
  • Being able to monitor code deployments is extremely helpful. Since we are managing multiple environments, this tool makes it easy to see what is happening where.
Michael Martinez | TrustRadius Reviewer

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 | TrustRadius Reviewer

Cons

Azure DevOps Server (formerly TMS)

  • The older versions of TFS are more lacking in the web version-- if you aren't updated to 2015 or above I believe, a lot of the web features are not available (like bulk update). You really have to keep up to date with TFS for the best features, and it's no simple task to migrate your entire instance of TFS from an older version to a newer version.
  • VSTS is supposed to be a virtual version of TFS that we've been looking into, but it severely limits customization options for ticket templates and workflows. It would be nice for VSTS to eventually carry that customization over so we could feel more comfortable switching to "the cloud" so to speak.
  • Queries are a very powerful tool, but normal business users struggle to understand how they can best utilize this tool to analyze tickets. Because of the permissions structure in all companies I have been a part of, I've never been able to save my custom queries to a public folder in TFS for business/project users. Instead, I have to take time to train these users and give them guidance on how to best create queries for their needs. This is admittedly a business process issue, but it could potentially also be resolved with some good training/guidance around queries provided by TFS themselves.
Erin Hinnen | TrustRadius Reviewer

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 | TrustRadius Reviewer

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 8.5
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.
Anonymous | TrustRadius Reviewer

Usability

Azure DevOps Server (formerly TMS)

Azure DevOps Server (formerly TMS) 8.6
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 8.0
Based on 1 answer
Cherwell Service Managment is a really good tool because it allows us to create tickets in the app, from the web, or from emails.
Michał Sabat | TrustRadius Reviewer

Support Rating

Azure DevOps Server (formerly TMS)

Azure DevOps Server (formerly TMS) 8.6
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 8.5
Based on 16 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

No score
No answers yet
No answers on this topic

Alternatives Considered

Azure DevOps Server (formerly TMS)

No tool was all encompassing - always one tool for code management and a separate tool for Requirements and test cases. Testing tools such as HP did not have a code module so code and defects were in two separate tools. Code repositories such as source save do not have a defect module so code cannot be directly linked.
Roxanna Aramjoo | TrustRadius Reviewer

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 | TrustRadius Reviewer

Return on Investment

Azure DevOps Server (formerly TMS)

  • Time to completion for projects has significantly gone down by 15% and that number changes as more people are trained and are comfortable with TFS.
  • Change Management and Approvals are easier to access.
  • More projects are implementing SCRUM methodologies for applications
Tiffany Seeman | TrustRadius Reviewer

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 | 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

Cherwell Service Management

General

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

Rating Summary

Likelihood to Recommend

Azure DevOps Server (formerly TMS)
9.2
Cherwell Service Management
7.8

Likelihood to Renew

Azure DevOps Server (formerly TMS)
10.0
Cherwell Service Management
8.5

Usability

Azure DevOps Server (formerly TMS)
8.6
Cherwell Service Management
8.0

Reliability and Availability

Azure DevOps Server (formerly TMS)
Cherwell Service Management
9.0

Support Rating

Azure DevOps Server (formerly TMS)
8.6
Cherwell Service Management
8.5

Implementation Rating

Azure DevOps Server (formerly TMS)
8.0
Cherwell Service Management

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