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76 Ratings

Cherwell Service Management

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76 Ratings
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Score 6.8 out of 100
29 Ratings
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Score 8 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)

Innotas is able to handle a mid-size organization extremely well, but due to its poor searching features, I can see potential problems for extremely large organizations. So a key question to ask would be what is the size of your organization? A lot of tasks are also non-automated (such as dashboard refreshing and filter time updates), so the organization should also be willing to have a decent number of employees who will maintain the system.

Also, depending on the budget or expertise of the organization's employees, an organization may want to consider a newer or more advanced database software. Despite Innotas doing what is required of it reasonably effectively, it is likely better options exist.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Cherwell Service Management
8.0
Planview PPM Pro (formerly Innotas)
Organize and prioritize service tickets
Cherwell Service Management
8.5
Planview PPM Pro (formerly Innotas)
Expert directory
Cherwell Service Management
8.1
Planview PPM Pro (formerly Innotas)
Service restoration
Cherwell Service Management
7.7
Planview PPM Pro (formerly Innotas)
Self-service tools
Cherwell Service Management
8.0
Planview PPM Pro (formerly Innotas)
Subscription-based notifications
Cherwell Service Management
7.3
Planview PPM Pro (formerly Innotas)
ITSM collaboration and documentation
Cherwell Service Management
7.9
Planview PPM Pro (formerly Innotas)
ITSM reports and dashboards
Cherwell Service Management
8.6
Planview PPM Pro (formerly Innotas)

ITSM asset management

Cherwell Service Management
7.9
Planview PPM Pro (formerly Innotas)
Configuration mangement
Cherwell Service Management
8.0
Planview PPM Pro (formerly Innotas)
Asset management dashboard
Cherwell Service Management
8.0
Planview PPM Pro (formerly Innotas)
Policy and contract enforcement
Cherwell Service Management
7.7
Planview PPM Pro (formerly Innotas)

Change management

Cherwell Service Management
8.2
Planview PPM Pro (formerly Innotas)
Change requests repository
Cherwell Service Management
8.4
Planview PPM Pro (formerly Innotas)
Change calendar
Cherwell Service Management
7.8
Planview PPM Pro (formerly Innotas)
Service-level management
Cherwell Service Management
8.5
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)

  • Gives insight to the breadth of your project portfolio. When everybody has their wishlist of what they want done, Innotas shows what is being achieved, and by whom. That is crucial data for management.
  • Exposes resource over-utilization. When a developer is committed to more than one project, it drags down both. Every additional project reduces a developer's productivity.
  • Provides visibility to the project timelines. Management doesn't just want their wishlist completed, they need to know how long it will take. Innotas helps provide the high-level view they need to control the flow.
Adam Marley | 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)

  • Needs simplification of reporting capabilities.
  • During implementation, needs to improve upon understanding the customer base and their processes so that the customer can be guided how to get the best utlization of the program for their needs. Continual hands-on support and review of the customer's system could be helpful as new capabilities are implemented.
  • Could use a slicker look and feel to the resource capacity planning process/screens.
Jeremy C. Porter | 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
As I previously stated I am no longer in the role where I acted as Innotas admin, but because our license has been twice renewed since initial deployment and since I am in the business and have used the IT request process I created and have not heard anything to the contrary
David Hill | TrustRadius Reviewer

Usability

Cherwell Service Management

No score
No answers yet
No answers on this topic

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 2 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 13 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 4 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)

We use both to allocate time and track hours, however, while both are different, they serve some similarities. Planview PPM Pro is well suited for the HR side of allocating hours while VSTS is better for planning workloads using Agile Scrum Methodology.
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)

  • Some users think it's time consuming, although if they were trained properly and understood the benefits of Innotas, it may be different. So, possibly having quick tips within Innotas to help users better navigate and use the system itself.
  • It's definitely been a huge help with reporting statuses of projects and being able to hire additional resources when people are overloaded.
Anonymous | 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
7.3
Planview PPM Pro (formerly Innotas)
8.0

Likelihood to Renew

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

Usability

Cherwell Service Management
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

Add comparison