Azure DevOps Server (formerly TMS) Formerly Team Foundation Server vs Cherwell Service Management

• 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.

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• 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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• 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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• 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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• 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.

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• 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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