What users are saying about
Cherwell Service Management
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Top Rated
97 Ratings
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Based on 97 reviews and ratings
26 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.9 out of 100
Based on 26 reviews and ratings
Feature Set Ratings
Incident and problem management
8.7
Cherwell Service Management
87%

Kanban Tool
Feature Set Not Supported
N/A
Cherwell Service Management ranks higher in 7/7 features
Cherwell Service Management ranks higher in 7/7 features
Organize and prioritize service tickets
9.8
98%
46 Ratings

N/A
0 Ratings
Expert directory
8.2
82%
36 Ratings

N/A
0 Ratings
Service restoration
8.1
81%
29 Ratings

N/A
0 Ratings
Self-service tools
9.0
90%
45 Ratings

N/A
0 Ratings
Subscription-based notifications
8.3
83%
33 Ratings

N/A
0 Ratings
ITSM collaboration and documentation
8.4
84%
42 Ratings

N/A
0 Ratings
ITSM reports and dashboards
9.3
93%
45 Ratings

N/A
0 Ratings
ITSM asset management
9.0
Cherwell Service Management
90%

Kanban Tool
Feature Set Not Supported
N/A
Cherwell Service Management ranks higher in 3/3 features
Cherwell Service Management ranks higher in 3/3 features
Configuration mangement
9.2
92%
36 Ratings

N/A
0 Ratings
Asset management dashboard
9.2
92%
35 Ratings

N/A
0 Ratings
Policy and contract enforcement
8.7
87%
26 Ratings

N/A
0 Ratings
Change management
9.5
Cherwell Service Management
95%

Kanban Tool
Feature Set Not Supported
N/A
Cherwell Service Management ranks higher in 3/3 features
Cherwell Service Management ranks higher in 3/3 features
Change requests repository
9.2
92%
42 Ratings

N/A
0 Ratings
Change calendar
9.7
97%
38 Ratings

N/A
0 Ratings
Service-level management
9.6
96%
39 Ratings

N/A
0 Ratings
Project Management
Cherwell Service Management
Feature Set Not Supported
N/A

6.5
Kanban Tool
65%
Kanban Tool ranks higher in 14/14 features
Kanban Tool ranks higher in 14/14 features
Task Management
N/A
0 Ratings

9.7
97%
11 Ratings
Resource Management
N/A
0 Ratings

7.4
74%
8 Ratings
Gantt Charts
N/A
0 Ratings

1.1
11%
3 Ratings
Scheduling
N/A
0 Ratings

7.0
70%
9 Ratings
Workflow Automation
N/A
0 Ratings

6.6
66%
9 Ratings
Team Collaboration
N/A
0 Ratings

9.0
90%
11 Ratings
Support for Agile Methodology
N/A
0 Ratings

8.0
80%
10 Ratings
Support for Waterfall Methodology
N/A
0 Ratings

3.7
37%
6 Ratings
Document Management
N/A
0 Ratings

4.5
45%
7 Ratings
Email integration
N/A
0 Ratings

7.3
73%
9 Ratings
Mobile Access
N/A
0 Ratings

8.3
83%
8 Ratings
Timesheet Tracking
N/A
0 Ratings

7.6
76%
6 Ratings
Change request and Case Management
N/A
0 Ratings

7.7
77%
7 Ratings
Budget and Expense Management
N/A
0 Ratings

3.1
31%
4 Ratings
Professional Services Automation
Cherwell Service Management
Feature Set Not Supported
N/A

5.8
Kanban Tool
58%
Kanban Tool ranks higher in 4/4 features
Kanban Tool ranks higher in 4/4 features
Quotes/estimates
N/A
0 Ratings

6.3
63%
4 Ratings
Invoicing
N/A
0 Ratings

4.6
46%
4 Ratings
Project & financial reporting
N/A
0 Ratings

3.1
31%
4 Ratings
Integration with accounting software
N/A
0 Ratings

9.0
90%
1 Rating
Attribute Ratings
- Cherwell Service Management is rated higher in 2 areas: Usability, Support Rating
- Kanban Tool is rated higher in 3 areas: Likelihood to Recommend, Likelihood to Renew, Implementation Rating
Likelihood to Recommend
8.4
Cherwell Service Management
84%
51 Ratings

9.7
Kanban Tool
97%
11 Ratings
Likelihood to Renew
8.3
Cherwell Service Management
83%
10 Ratings

9.1
Kanban Tool
91%
2 Ratings
Usability
7.2
Cherwell Service Management
72%
3 Ratings

6.0
Kanban Tool
60%
4 Ratings
Availability
9.0
Cherwell Service Management
90%
4 Ratings

Kanban Tool
N/A
0 Ratings
Support Rating
8.8
Cherwell Service Management
88%
27 Ratings

8.3
Kanban Tool
83%
8 Ratings
Implementation Rating
7.7
Cherwell Service Management
77%
2 Ratings

8.2
Kanban Tool
82%
2 Ratings
Likelihood to Recommend
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.

Verified User
Engineer in Information Technology
Retail Company, 5001-10,000 employeesKanban Tool
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.

Verified User
Professional in Information Technology
Investment Management Company, 1001-5000 employeesPros
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.
Senior Systems Administrator
DRT Holdings, Inc.Aviation & Aerospace, 501-1000 employees
Kanban Tool
- 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.
Staff Project Manager, Awesomizer, Fixer, Maker, Collaboration Enabler
Beckman Coulter, IncBiotechnology, 10,001+ employees
Cons
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.
Associate Director, IT Service Management
University of MissouriHigher Education, 10,001+ employees
Kanban Tool
- 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.

Verified User
Professional in Information Technology
Investment Management Company, 1001-5000 employeesPricing Details
Cherwell Service Management
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—Cherwell Service Management Editions & Modules
—
Additional Pricing Details
—Kanban Tool
General
Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
$5 per month per user
Kanban Tool Editions & Modules
On-premise Edition
Kanban Tool On-Site Enterprise | $1,0801 |
---|---|
Kanban Tool On-Site Team | $6001 |
- per year per 10-user pack
SaaS Edition
Kanban Tool Enterprise | $91 |
---|---|
Kanban Tool Team | $51 |
- per month per user
Additional Pricing Details
—Likelihood to Renew
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.

Verified User
Team Lead in Information Technology
Financial Services Company, 1001-5000 employeesKanban Tool
Kanban Tool 9.1
Based on 2 answers
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.

Verified User
Manager in Quality Assurance
Computer Software Company, 11-50 employeesUsability
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.

Verified User
Analyst in Corporate
Government Administration Company, 10,001+ employeesKanban Tool
Kanban Tool 6.0
Based on 4 answers
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.
Staff Project Manager, Awesomizer, Fixer, Maker, Collaboration Enabler
Beckman Coulter, IncBiotechnology, 10,001+ employees
Support Rating
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.
MSC Operations Engineer
Software Information SystemsInformation Technology and Services, 51-200 employees
Kanban Tool
Kanban Tool 8.3
Based on 8 answers
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.

Verified User
Analyst in Other
Chemicals Company, 11-50 employeesImplementation Rating
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.

Verified User
Analyst in Corporate
Government Administration Company, 10,001+ employeesKanban Tool
Kanban Tool 8.2
Based on 2 answers
No answer on this topic is available.
Alternatives Considered
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.
IT Systems Analyst
Tallgrass EnergyOil & Energy, 501-1000 employees
Kanban Tool
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.

Verified User
Consultant in Professional Services
Events Services Company, 11-50 employeesReturn on Investment
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.
IT Consultant
Great Lakes Health ConnectComputer Hardware, 501-1000 employees
Kanban Tool
- 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.
IT Manager
Speedling IncorporatedFarming, 51-200 employees