Cherwell Service Management (discontinued) vs. Planview PPM Pro

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.

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

PPMPro is well suited for tracking new product introduction projects, as well as process changes. It serves to reliably track ongoing action items, issues, resource allocations for projects. Areas where PPMPro is less appropriate for use: Project to project dependencies, automating action item notifications on multiple platforms, integrations of PPMPro into other platforms PMO typically uses (like MS Projects, Teams, ppt, etc)

• 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.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• New request workflow/kanban board helps visualize where new requests are in the process of the quote to cash/request to completion
• The time tracking tool is tied directly to project tasks for seamless integration of time tracking, estimates, and actuals
• The reporting capabilities and ease of use has allowed us visibility to data that we never had before
• The tool is easily configurable by Administrators. We can add fields, change reports, add new dashboards within hours vs. days of trying to track things manually

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• 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.

• The base API is not a REST based interface and is difficult to use for integration with other systems in the enterprise.
• The UI for the maintenance of the task schedule for projects can be a bit cumbersome , although the spreadsheet style editor helps somewhat. The Gantt view is not interactive.
• The workflow engine is designed only for initial project intake, and does not allow for an integration of the work flow with the project from start to end, so it can't be used for routing artifacts like change requests, ancillary project approvals, etc.

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

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)

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

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.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

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.

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

PPM Pro has very effective process capabilities around Project, Demand, and Resource Management as well as Reporting/Dashboards. Very stable platform, never any downtime. We now also have PPM Pro Sandbox which we have leveraged for any new major developments such as Request Management.

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

Almost always available, with exception for a handful of outages due to infrastructure related issues

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

Innotas is very rarely down if at all.

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

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

No issues with overall response time and performance. There have been some occasions where a Report could take few minutes to render but this is vary rare. No integration issues...

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

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.

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

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.

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

Tim Srjezter was an excellent trainer.

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.

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

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

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

It's been since 2009. A lot has changed. We have not grown as much as we could have because of executive backing.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

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.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

Microsoft Project does not integrate the data or provide meaningful dashboards. We needed a tool that could manage a portfolio of projects versus just a single project view. In addition we needed a tool to track financials and internal effort all integrated into one product. Planview PPM Pro addressed all of our needs

We have had great contracts with Cherwell and love the concurrent licensing model

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

I have no issues with current licensing and renewal terms...

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

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

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

We have always used PPM Pro across multiple Business Units and Business Functions and have never encountered any scalability issues. PPM Pro offers flexibility in how the various Entities are configured across the Enterprise

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

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

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

Very effective and flexible - we obtained a pool of consulting hours that we can use at any time over 12 month period. Consulting topics can vary as we explore new functionalities in PPM Pro. Very easy to schedule ad-hoc time with PPM Pro consultant

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• 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.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• Planview PPM directs all the resources in the right channel, hence, credible performance.
• Planview PPM initiates proper time, and resource tracking and hence is friendly for company functions.
• Planview PPM is competent in managing diverse projects, and this offers highly sustainable business continuity.

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info