Cherwell Service Management (discontinued) vs. Trello

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Cherwell Service Management (discontinued)
Score 7.6 out of 10
N/A
Cherwell Software was a full suite of service management tools competing with BMC Remedy, ServiceNow, and IBM SmartCloud. It was acquired by Ivanti, and has reached EOL.N/A
Trello
Score 8.0 out of 10
N/A
Trello from Atlassian is a project management tool based on a Kanban framework. Trello is ideal for task-management in a to-do list format. It supports sharing boards and cards across users or teams. The product offers a free version, and paid versions add greater automation, collaboration, and administrative control.
$12.50
per user/per month
Pricing
Cherwell Service Management (discontinued)Trello
Editions & Modules
No answers on this topic
Business Class
$12.50
per user/per month
Enterprise
$17.50
per user/per month
Free
Forever Free
Offerings
Pricing Offerings
Cherwell Service Management (discontinued)Trello
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Cherwell Service Management (discontinued)Trello
Top Pros
Top Cons
Features
Cherwell Service Management (discontinued)Trello
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Cherwell Service Management (discontinued)
9.9
53 Ratings
19% above category average
Trello
-
Ratings
Organize and prioritize service tickets10.052 Ratings00 Ratings
Expert directory9.841 Ratings00 Ratings
Service restoration9.935 Ratings00 Ratings
Self-service tools9.951 Ratings00 Ratings
Subscription-based notifications9.838 Ratings00 Ratings
ITSM collaboration and documentation9.848 Ratings00 Ratings
ITSM reports and dashboards9.851 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Cherwell Service Management (discontinued)
9.9
44 Ratings
19% above category average
Trello
-
Ratings
Configuration mangement9.942 Ratings00 Ratings
Asset management dashboard9.941 Ratings00 Ratings
Policy and contract enforcement9.931 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
Cherwell Service Management (discontinued)
9.9
50 Ratings
16% above category average
Trello
-
Ratings
Change requests repository9.948 Ratings00 Ratings
Change calendar9.944 Ratings00 Ratings
Service-level management9.945 Ratings00 Ratings
Project Management
Comparison of Project Management features of Product A and Product B
Cherwell Service Management (discontinued)
-
Ratings
Trello
7.9
204 Ratings
5% above category average
Task Management00 Ratings9.2204 Ratings
Resource Management00 Ratings8.1169 Ratings
Gantt Charts00 Ratings7.667 Ratings
Scheduling00 Ratings7.6155 Ratings
Workflow Automation00 Ratings7.7130 Ratings
Team Collaboration00 Ratings8.9200 Ratings
Support for Agile Methodology00 Ratings8.1138 Ratings
Support for Waterfall Methodology00 Ratings7.9109 Ratings
Document Management00 Ratings7.5147 Ratings
Email integration00 Ratings7.5135 Ratings
Mobile Access00 Ratings7.7178 Ratings
Timesheet Tracking00 Ratings7.382 Ratings
Change request and Case Management00 Ratings8.295 Ratings
Budget and Expense Management00 Ratings6.969 Ratings
Professional Services Automation
Comparison of Professional Services Automation features of Product A and Product B
Cherwell Service Management (discontinued)
-
Ratings
Trello
7.2
67 Ratings
2% below category average
Quotes/estimates00 Ratings7.147 Ratings
Invoicing00 Ratings7.640 Ratings
Project & financial reporting00 Ratings6.753 Ratings
Integration with accounting software00 Ratings7.541 Ratings
Best Alternatives
Cherwell Service Management (discontinued)Trello
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Avaza
Avaza
Score 9.7 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
SAP Ruum
SAP Ruum
Score 9.0 out of 10
Enterprises
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.5 out of 10
Planview AgilePlace
Planview AgilePlace
Score 9.2 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Cherwell Service Management (discontinued)Trello
Likelihood to Recommend
9.8
(57 ratings)
9.0
(204 ratings)
Likelihood to Renew
10.0
(13 ratings)
8.0
(4 ratings)
Usability
8.8
(5 ratings)
8.0
(42 ratings)
Availability
8.2
(3 ratings)
-
(0 ratings)
Performance
6.4
(1 ratings)
-
(0 ratings)
Support Rating
7.1
(16 ratings)
8.0
(79 ratings)
In-Person Training
8.8
(2 ratings)
-
(0 ratings)
Online Training
9.1
(1 ratings)
-
(0 ratings)
Implementation Rating
9.1
(3 ratings)
8.0
(2 ratings)
Configurability
9.1
(2 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
9.1
(1 ratings)
-
(0 ratings)
Ease of integration
9.1
(1 ratings)
-
(0 ratings)
Product Scalability
8.2
(1 ratings)
-
(0 ratings)
Professional Services
7.3
(1 ratings)
-
(0 ratings)
Vendor post-sale
6.4
(1 ratings)
-
(0 ratings)
User Testimonials
Cherwell Service Management (discontinued)Trello
Likelihood to Recommend
Discontinued Products
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.
Read full review
Atlassian
It is well suited to my job requirements as I bring employees in, and I help offboard them as well. This tool helps me when I need to make sure all items are completed by a certain time frame, so I would say it holds us accountable. Someone who doesn't manage a group of people may not find this as useful when dealing with others but could use it for their own accountability when needing to track their accomplishments.
Read full review
Pros
Discontinued Products
  • 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.
Read full review
Atlassian
  • It helps make various workspaces. Each workspace can be used for a different set of task management and can be shared with the people involved.
  • Creating task lists. We can create various task lists, the list title could be the status of the task, for example, In progress, approval, completed, etc. You can slide your task cards from one list title to another.
  • Trello cards have a huge set of features like adding the heading and description of the task, you can also attach certain associated links and documents to the cards as well.
Read full review
Cons
Discontinued Products
  • 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.
Read full review
Atlassian
  • Allow tables as content for comment or description in Cards
  • Assign priority to certain cards (easy for sorting)
  • Create an open invite link for others to join/view the Trello board, without edit rights (so people don't need to install/use Trello if they want a quick glance on what's going on)
Read full review
Likelihood to Renew
Discontinued Products
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)
Read full review
Atlassian
I am very likely to renew Trello, because it doesn't cost anything to do so. I am also very likely to use Trello's upgraded features in the future because a lot of my team's data is stored on there and they have already gotten used to the platform. Trello is very easy for new team members to pick up, making the onboarding and usability very streamlined.
Read full review
Usability
Discontinued Products
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.
Read full review
Atlassian
Overall, Trello is a great tool to use. It's very user-friendly, very powerful and we've set it up to work well for our team. I've recommended it to others who need something free or very cheap and it's worked well for them too. If you're wanting something with more muscle, then I'd suggest looking at either monday.com or Airtable.
Read full review
Reliability and Availability
Discontinued Products
Almost always available, with exception for a handful of outages due to infrastructure related issues
Read full review
Atlassian
No answers on this topic
Performance
Discontinued Products
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
Read full review
Atlassian
No answers on this topic
Support Rating
Discontinued Products
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.
Read full review
Atlassian
I haven't had much need to contact their support because the product is easy to use and pretty bug-free. I did reach out to them about swimlanes and I was able to find the information I needed very quickly and it was thorough and accurate information about current functionality. I love that they use their own product. That's always a good sign.
Read full review
In-Person Training
Discontinued Products
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.
Read full review
Atlassian
No answers on this topic
Online Training
Discontinued Products
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.
Read full review
Atlassian
No answers on this topic
Implementation Rating
Discontinued Products
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
Read full review
Atlassian
For our small business, getting a few of us started well on Trello was the key, I think. As long as a couple of us were really comfortable with the interface, we could lead others and help them with any questions. From now on, anyone who works with us just naturally uses Trello for information sharing - it's just part of what we do.
Read full review
Alternatives Considered
Discontinued Products
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.
Read full review
Atlassian
Trello is easy for a non-technical person to use. Other management systems, like MS Project, frighten away less computer-savvy users. I've found this to be instrumental in getting volunteers to agree to step in and get fully involved with projects--particularly those that might span the entire year or involve many different pieces to completion.
Read full review
Contract Terms and Pricing Model
Discontinued Products
We have had great contracts with Cherwell and love the concurrent licensing model
Read full review
Atlassian
No answers on this topic
Scalability
Discontinued Products
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
Read full review
Atlassian
No answers on this topic
Professional Services
Discontinued Products
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
Read full review
Atlassian
No answers on this topic
Return on Investment
Discontinued Products
  • 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.
Read full review
Atlassian
  • Trello keeps me organized, focused, and on track. I could filter the Trello board to only see my issues and understand what I needed to work on and when.
  • Trello helped our team implement an agile structure. It's a very simple kanban method of viewing all of your team's tasks and statuses. You can completely customize the columns to your team's specific workflow and create tags relevant to your work.
  • Trello helps reduce unnecessary communications between teams. When I want to request translations, I simply create a card on the localization Trello board -- no need to directly message anyone on the team, and I can watch the status of the card change from "in progress" to "in review" to "translated," all without having to directly ask for updates.
Read full review
ScreenShots