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Top Rated
46 Ratings
81 Ratings
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Score 7.7 out of 100

Planview PPM Pro (formerly Innotas)

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Top Rated
46 Ratings
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Score 8.2 out of 100

Likelihood to Recommend

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

Planview PPM Pro (formerly Innotas)

Well - Suited:Customization of reports for different department managers and needsAutomating reports for 3rd party vendors through dashboards without providing access to all informationquick access to project budget breakdown and setting up gateway to set up new projectNot so well-suited:Complete integration with dev platforms like Rally without using a 2nd platform like TasktopRunning multiple large dashboards with years of data and it slows down the platform itselfCannot provide detailed breakdown of timesheet tracking when each time in entered
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Cherwell Service Management
8.4
Planview PPM Pro (formerly Innotas)
Organize and prioritize service tickets
Cherwell Service Management
8.7
Planview PPM Pro (formerly Innotas)
Expert directory
Cherwell Service Management
8.3
Planview PPM Pro (formerly Innotas)
Service restoration
Cherwell Service Management
8.0
Planview PPM Pro (formerly Innotas)
Self-service tools
Cherwell Service Management
8.5
Planview PPM Pro (formerly Innotas)
Subscription-based notifications
Cherwell Service Management
8.1
Planview PPM Pro (formerly Innotas)
ITSM collaboration and documentation
Cherwell Service Management
8.4
Planview PPM Pro (formerly Innotas)
ITSM reports and dashboards
Cherwell Service Management
8.8
Planview PPM Pro (formerly Innotas)

ITSM asset management

Cherwell Service Management
8.3
Planview PPM Pro (formerly Innotas)
Configuration mangement
Cherwell Service Management
8.3
Planview PPM Pro (formerly Innotas)
Asset management dashboard
Cherwell Service Management
8.7
Planview PPM Pro (formerly Innotas)
Policy and contract enforcement
Cherwell Service Management
8.1
Planview PPM Pro (formerly Innotas)

Change management

Cherwell Service Management
8.6
Planview PPM Pro (formerly Innotas)
Change requests repository
Cherwell Service Management
8.4
Planview PPM Pro (formerly Innotas)
Change calendar
Cherwell Service Management
8.6
Planview PPM Pro (formerly Innotas)
Service-level management
Cherwell Service Management
8.7
Planview PPM Pro (formerly Innotas)

Pros

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

Planview PPM Pro (formerly Innotas)

  • First and foremost, the technical support has always been top notch.
  • We rely heavily on the integrations team and they provide great service.
  • Self-Service Admin really takes the product to a new level.
  • Great communication of product release features and roadmapping.
Joseph jackson | TrustRadius Reviewer

Cons

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

Planview PPM Pro (formerly Innotas)

  • As a hosted online system, it is not particularly fast. Improvement has been made in the area of project task management, but task management is still not as fast as we would like.
  • We would like to see the ability to import project tasks from a spreadsheet. Currently, the only import source for project tasks is from a MS Project file.
  • We would like the ability to edit project Resources in the spreadsheet editor and in bulk edit.
  • We would like to be able to add our own fields to the Resources entity.
Mark Newman | TrustRadius Reviewer

Likelihood to Renew

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

Planview PPM Pro (formerly Innotas)

Planview PPM Pro (formerly Innotas) 9.9
Based on 10 answers
Because I never evaluated other tools, I would be open to considering others. Given our establishment with Innotas and the value it has provided us, separating from it would cause some organizational discomfort. However, if a tool existed with a more intuitive interface for manipulating the data and factors of projects and resources, I would be very interested.
Adam Marley | TrustRadius Reviewer

Usability

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

Planview PPM Pro (formerly Innotas)

Planview PPM Pro (formerly Innotas) 9.0
Based on 4 answers
Still cumbersome in some areas. It really depends on the individual. I've seen very smart developers who get lost just managing tasks and logging time. Whereas others use the system with ease
Jeremy C. Porter | TrustRadius Reviewer

Reliability and Availability

Cherwell Service Management

Cherwell Service Management 9.0
Based on 4 answers
No answer on this topic is available.

Planview PPM Pro (formerly Innotas)

Planview PPM Pro (formerly Innotas) 9.0
Based on 2 answers
Innotas is very rarely down if at all.
Anonymous | TrustRadius Reviewer

Performance

Cherwell Service Management

No score
No answers yet
No answers on this topic

Planview PPM Pro (formerly Innotas)

Planview PPM Pro (formerly Innotas) 4.0
Based on 1 answer
interface and response is sluggish
Anonymous | TrustRadius Reviewer

Support Rating

Cherwell Service Management

Cherwell Service Management 8.6
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

Planview PPM Pro (formerly Innotas)

Planview PPM Pro (formerly Innotas) 10.0
Based on 5 answers
Their ability to assist and answer questions when needed is incredible. They create innovative ways to share information and help customers trouble shoot. I didn't give it a ten because I believe they could do a better job of personally reaching out to customers and providing improvement guidance based on where the customer is at and their needs at the time
Jeremy C. Porter | TrustRadius Reviewer

In-Person Training

Cherwell Service Management

No score
No answers yet
No answers on this topic

Planview PPM Pro (formerly Innotas)

Planview PPM Pro (formerly Innotas) 10.0
Based on 1 answer
Tim Srjezter was an excellent trainer.
Anonymous | TrustRadius Reviewer

Implementation Rating

Cherwell Service Management

No score
No answers yet
No answers on this topic

Planview PPM Pro (formerly Innotas)

Planview PPM Pro (formerly Innotas) 9.9
Based on 3 answers
It's been since 2009. A lot has changed. We have not grown as much as we could have because of executive backing.
Catherine Moreno, PMP | TrustRadius Reviewer

Alternatives Considered

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

Planview PPM Pro (formerly Innotas)

During a previous position I used Talisma CRM to keep track of marketing, sales, and customers. While they are slightly different, Innotas is overall better since Talisma from what I recall was rather disorganized. I have also used Ultratime to keep track of employee work hours and Innotas also has a significantly better interface and significantly more features than Ultratime with regards to employee management.
Anonymous | TrustRadius Reviewer

Return on Investment

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

Planview PPM Pro (formerly Innotas)

  • I did not have access to this level of decision making nor analysis, but since our license has been twice renewed I imagine that it is still useful to fulfill the objectives for which it was chosen.
  • From our project managers perspective they would still prefer to manage their plans exclusively in MS Project, however they do understand and accept the business needs to track resource time and their split between capitalized and operational tasks.
  • Our ability to create a process capable of handling requests from the business to IT and the integration of those approved requests into existing projects was a key decision to centralize the communication between the two organizations.
David Hill | TrustRadius Reviewer

Screenshots

Pricing Details

Cherwell Service Management

General

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

Planview PPM Pro (formerly Innotas)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Rating Summary

Likelihood to Recommend

Cherwell Service Management
7.9
Planview PPM Pro (formerly Innotas)
8.2

Likelihood to Renew

Cherwell Service Management
8.5
Planview PPM Pro (formerly Innotas)
9.9

Usability

Cherwell Service Management
8.0
Planview PPM Pro (formerly Innotas)
9.0

Reliability and Availability

Cherwell Service Management
9.0
Planview PPM Pro (formerly Innotas)
9.0

Performance

Cherwell Service Management
Planview PPM Pro (formerly Innotas)
4.0

Support Rating

Cherwell Service Management
8.6
Planview PPM Pro (formerly Innotas)
10.0

In-Person Training

Cherwell Service Management
Planview PPM Pro (formerly Innotas)
10.0

Implementation Rating

Cherwell Service Management
Planview PPM Pro (formerly Innotas)
9.9

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