Cherwell Service Management (discontinued) vs. Kanban Tool

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Cherwell Service Management (discontinued)
Score 7.5 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
Kanban Tool
Score 9.3 out of 10
N/A
Kanban Tool is a visual project management application based on Kanban that helps companies visualize workflow, track project progress, analyze and improve business processes. Some key features include: time tracking and time reports, real-time collaboration and Kaban analytics.
$6
per month per user
Pricing
Cherwell Service Management (discontinued)Kanban Tool
Editions & Modules
No answers on this topic
Kanban Tool Team
$6
per month per user
Kanban Tool Enterprise
$11
per month per user
Kanban Tool On-Site Team
$720
per year per 10-user pack
Kanban Tool On-Site Enterprise
$1,320
per year per 10-user pack
Offerings
Pricing Offerings
Cherwell Service Management (discontinued)Kanban Tool
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Cherwell Service Management (discontinued)Kanban Tool
Top Pros
Top Cons
Features
Cherwell Service Management (discontinued)Kanban Tool
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Cherwell Service Management (discontinued)
9.8
53 Ratings
18% above category average
Kanban Tool
-
Ratings
Organize and prioritize service tickets10.052 Ratings00 Ratings
Expert directory9.841 Ratings00 Ratings
Service restoration9.935 Ratings00 Ratings
Self-service tools9.951 Ratings00 Ratings
Subscription-based notifications9.738 Ratings00 Ratings
ITSM collaboration and documentation9.748 Ratings00 Ratings
ITSM reports and dashboards9.851 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Cherwell Service Management (discontinued)
9.8
44 Ratings
17% above category average
Kanban Tool
-
Ratings
Configuration mangement9.942 Ratings00 Ratings
Asset management dashboard9.841 Ratings00 Ratings
Policy and contract enforcement9.831 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
Cherwell Service Management (discontinued)
9.9
50 Ratings
16% above category average
Kanban Tool
-
Ratings
Change requests repository9.948 Ratings00 Ratings
Change calendar9.944 Ratings00 Ratings
Service-level management9.945 Ratings00 Ratings
Project Management
Comparison of Project Management features of Product A and Product B
Cherwell Service Management (discontinued)
-
Ratings
Kanban Tool
6.6
11 Ratings
13% below category average
Task Management00 Ratings9.911 Ratings
Resource Management00 Ratings6.48 Ratings
Gantt Charts00 Ratings1.03 Ratings
Scheduling00 Ratings7.09 Ratings
Workflow Automation00 Ratings7.79 Ratings
Team Collaboration00 Ratings9.311 Ratings
Support for Agile Methodology00 Ratings7.810 Ratings
Support for Waterfall Methodology00 Ratings3.96 Ratings
Document Management00 Ratings4.87 Ratings
Email integration00 Ratings7.39 Ratings
Mobile Access00 Ratings8.38 Ratings
Timesheet Tracking00 Ratings8.06 Ratings
Change request and Case Management00 Ratings7.87 Ratings
Budget and Expense Management00 Ratings3.04 Ratings
Professional Services Automation
Comparison of Professional Services Automation features of Product A and Product B
Cherwell Service Management (discontinued)
-
Ratings
Kanban Tool
6.8
5 Ratings
8% below category average
Quotes/estimates00 Ratings8.04 Ratings
Invoicing00 Ratings7.44 Ratings
Project & financial reporting00 Ratings3.04 Ratings
Integration with accounting software00 Ratings9.01 Ratings
Best Alternatives
Cherwell Service Management (discontinued)Kanban Tool
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Stackby
Stackby
Score 9.6 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
SAP Ruum
SAP Ruum
Score 9.0 out of 10
Enterprises
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.4 out of 10
Quickbase
Quickbase
Score 9.2 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Cherwell Service Management (discontinued)Kanban Tool
Likelihood to Recommend
9.8
(57 ratings)
9.9
(11 ratings)
Likelihood to Renew
10.0
(13 ratings)
9.1
(2 ratings)
Usability
8.8
(5 ratings)
6.0
(4 ratings)
Availability
8.2
(3 ratings)
-
(0 ratings)
Performance
6.4
(1 ratings)
-
(0 ratings)
Support Rating
7.0
(16 ratings)
8.3
(4 ratings)
In-Person Training
8.8
(2 ratings)
-
(0 ratings)
Online Training
9.1
(1 ratings)
-
(0 ratings)
Implementation Rating
9.1
(3 ratings)
8.2
(1 ratings)
Configurability
9.1
(2 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
9.1
(1 ratings)
-
(0 ratings)
Ease of integration
9.1
(1 ratings)
-
(0 ratings)
Product Scalability
8.2
(1 ratings)
-
(0 ratings)
Professional Services
7.3
(1 ratings)
-
(0 ratings)
Vendor post-sale
6.4
(1 ratings)
-
(0 ratings)
User Testimonials
Cherwell Service Management (discontinued)Kanban Tool
Likelihood to Recommend
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.
Read full review
Shore Labs
Kanban is well suited for a fast-paced working environment for larger teams who want continuous communication with users. Kanban is good for rapid development and daily meetings for updates and statuses. Kanban is less suited for smaller teams or groups who don't require collaboration and constant communication with involved users. Kanban is time-consuming and it takes additional effort outside of your regular work to maintain and manage the tool.
Read full review
Pros
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.
Read full review
Shore Labs
  • It provides a good basic overview of where tasks are on a timeline (particularly helpful for a pull-based approach).
  • It provides a good collaborative space to have multiple folks commenting on multiple tasks.
  • It does a good job of managing very basic visual elements of an agile development cycle.
Read full review
Cons
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.
Read full review
Shore Labs
  • Kanban does not show the task or story clearly. You have to open the project separately to view the details of the project.
  • Kanban gives a higher level project management view but it lacks customization and personal settings features.
  • I would like to see Kanban provide mobile access to their tool, data, and board. This would be very useful for all companies and provide an increase in efficiency and productivity.
Read full review
Likelihood to Renew
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)
Read full review
Shore Labs
We are more likely than not to renew our use of Kanban. Even with its limits, it still is a good product that fulfills our needs.
Read full review
Usability
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.
Read full review
Shore Labs
Again, this is a strong tool for software teams using Agile that are distributed across multiple geographies. It can be good for co-located teams too, but there are better platforms on the market like JIRA that provide a more built-out story.
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Reliability and Availability
Discontinued Products
Almost always available, with exception for a handful of outages due to infrastructure related issues
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Shore Labs
No answers on this topic
Performance
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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Shore Labs
No answers on this topic
Support Rating
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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Shore Labs
This is the best tool I had a chance to work with- since I started to use it I saved a lot of time and I made my work go smoothly.
Read full review
In-Person Training
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.
Read full review
Shore Labs
No answers on this topic
Online Training
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.
Read full review
Shore Labs
No answers on this topic
Implementation Rating
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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Shore Labs
No answers on this topic
Alternatives Considered
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.
Read full review
Shore Labs
We've only tried JIRA Agile and KanbanFlow before. Kanban Tool was the one that our team actually liked and enjoyed working with. Also - it's been much easier to get started with and to understand than some of the other two (JIRA in particular). Although JIRA has many more features that we would have possibly used, the user feedback on it was so poor we were afraid that the negativity would create time wasted and less "job satisfaction" amongst the team.
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Contract Terms and Pricing Model
Discontinued Products
We have had great contracts with Cherwell and love the concurrent licensing model
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Shore Labs
No answers on this topic
Scalability
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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Shore Labs
No answers on this topic
Professional Services
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
Read full review
Shore Labs
No answers on this topic
Return on Investment
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.
Read full review
Shore Labs
  • Better communication and organization of ongoing projects.
  • We are a very small team, with many areas to work on. Having everything in one system gives us a lot of visibility.
  • Greatly reduced costs from using other tools that were much more expensive.
Read full review
ScreenShots

Kanban Tool Screenshots

Screenshot of Visual project management tool - Kanban board from Kanban Tool.Screenshot of The collection of Power-Ups form Kanban ToolScreenshot of Kanban Tool board example, with My Work widget, Recurring and Postponed Tasks visible in the side panel. User's own background selected.Screenshot of Kanban Tool  board example. Default light theme applied.Screenshot of Kanban Tool - an open card view, with comments in the side panel. The choice of what fields show on cards is with the user.Screenshot of Kanban Tool's free Power-Ups  for user's own activation.