What users are saying about
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Top Rated
97 Ratings
26 Ratings

Cherwell Service Management

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Top Rated
97 Ratings
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Score 7.9 out of 100
26 Ratings
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Score 8.9 out of 100

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

    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

    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

    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

    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

    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.
    Anonymous | TrustRadius Reviewer

    Kanban 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.
    Anonymous | TrustRadius Reviewer

    Pros

    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

    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.
    Chris Carpenter | TrustRadius Reviewer

    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.
    Megan Hartz | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Pricing 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
    1. per year per 10-user pack
    SaaS Edition
    Kanban Tool Enterprise$91
    Kanban Tool Team$51
    1. 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.
    Anonymous | TrustRadius Reviewer

    Kanban 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.
    Anonymous | TrustRadius Reviewer

    Usability

    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

    Kanban 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.
    Chris Carpenter | TrustRadius Reviewer

    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.
    Zachary Louis | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Implementation 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.
    Anonymous | TrustRadius Reviewer

    Kanban 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.
    Aidan Wick | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Return 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.
    David Crawford | TrustRadius Reviewer

    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.
    Mateus Stock | TrustRadius Reviewer

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