What users are saying about
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Top Rated
97 Ratings
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Top Rated
2230 Ratings

Cherwell Service Management

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Top Rated
97 Ratings
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Score 7.9 out of 100

Trello

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Top Rated
2230 Ratings
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Score 8.4 out of 100

Feature Set Ratings

    Incident and problem management

    8.7

    Cherwell Service Management

    87%

    Trello

    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%

    Trello

    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%

    Trello

    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

    9.6
    96%
    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
    8.0

    Trello

    80%
    Trello ranks higher in 14/14 features

    Task Management

    N/A
    0 Ratings
    9.3
    93%
    193 Ratings

    Resource Management

    N/A
    0 Ratings
    7.8
    78%
    159 Ratings

    Gantt Charts

    N/A
    0 Ratings
    6.9
    69%
    61 Ratings

    Scheduling

    N/A
    0 Ratings
    8.1
    81%
    146 Ratings

    Workflow Automation

    N/A
    0 Ratings
    7.7
    77%
    119 Ratings

    Team Collaboration

    N/A
    0 Ratings
    9.1
    91%
    189 Ratings

    Support for Agile Methodology

    N/A
    0 Ratings
    8.7
    87%
    131 Ratings

    Support for Waterfall Methodology

    N/A
    0 Ratings
    7.6
    76%
    103 Ratings

    Document Management

    N/A
    0 Ratings
    7.6
    76%
    137 Ratings

    Email integration

    N/A
    0 Ratings
    7.5
    75%
    128 Ratings

    Mobile Access

    N/A
    0 Ratings
    8.8
    88%
    171 Ratings

    Timesheet Tracking

    N/A
    0 Ratings
    8.2
    82%
    74 Ratings

    Change request and Case Management

    N/A
    0 Ratings
    7.3
    73%
    87 Ratings

    Budget and Expense Management

    N/A
    0 Ratings
    6.9
    69%
    63 Ratings

    Professional Services Automation

    Cherwell Service Management

    Feature Set Not Supported
    N/A
    7.8

    Trello

    78%
    Trello ranks higher in 4/4 features

    Quotes/estimates

    N/A
    0 Ratings
    7.0
    70%
    42 Ratings

    Invoicing

    N/A
    0 Ratings
    7.1
    71%
    36 Ratings

    Project & financial reporting

    N/A
    0 Ratings
    8.3
    83%
    46 Ratings

    Integration with accounting software

    N/A
    0 Ratings
    8.6
    86%
    38 Ratings

    Attribute Ratings

    • Cherwell Service Management is rated higher in 1 area: Support Rating
    • Trello is rated higher in 4 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Implementation Rating

    Likelihood to Recommend

    8.4

    Cherwell Service Management

    84%
    51 Ratings
    9.2

    Trello

    92%
    193 Ratings

    Likelihood to Renew

    8.3

    Cherwell Service Management

    83%
    10 Ratings
    10.0

    Trello

    100%
    3 Ratings

    Usability

    7.2

    Cherwell Service Management

    72%
    3 Ratings
    8.8

    Trello

    88%
    41 Ratings

    Availability

    9.0

    Cherwell Service Management

    90%
    4 Ratings

    Trello

    N/A
    0 Ratings

    Support Rating

    8.8

    Cherwell Service Management

    88%
    27 Ratings
    8.3

    Trello

    83%
    154 Ratings

    Implementation Rating

    7.7

    Cherwell Service Management

    77%
    2 Ratings
    9.0

    Trello

    90%
    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

    Trello

    Trello is well suited for helping you visually organize your tasks and projects and to easily assign projects to others in your organization. It really excels in being able to track things on each card and see where you are in the progress and where others are on their project. It may not be appropriate for roles where there is no creativity involved.
    Andrew Ayers | 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

    Trello

    • Easy color categorization of the "Cards" (which can represent anything from projects to tasks)
    • Ease of use overall - you can divide work into columns and move it from column to column depending on status
    • You can create multiple boards, which are spaces to store tasks (for different work contexts, or even private boards)
    • You can easily share boards with another person
    • You can easily assign tasks (Cards) to persons
    • You can store information in cards, like files and short format text
    Wilbert Kramer | 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

    Trello

    • Swim Lanes - they are nonexistent. There is a third-party tool to add them but it's buggy as all get out
    • View - I am not sure how to do it but I really wish I didn't have to pick between viewing all cards with no detail or one with all detail. Maybe the ability to collapse and expand?
    • Integrations - It would be amazing if I could easily pop action items from Gmail over to Trello, but right now I can only copy text or upload screenshot attachments.
    Sarah Meerschaert | 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

    Trello

    General

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

    Starting Price

    $0

    Trello Editions & Modules

    Edition
    FreeForever Free
    Business Class12.502
    Enterprise17.502
    1. none
    2. per user/per month
    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

    Trello

    Trello 10.0
    Based on 3 answers
    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.
    Sahr Saffa | 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

    Trello

    Trello 8.8
    Based on 41 answers
    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.
    Jared DeLong | 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

    Trello

    Trello 8.3
    Based on 154 answers
    I have never needed to contact Trello's customer support team. For the most part, the app is pretty self-explanatory. I have used their help center and find it really useful, particularly their Getting Started guides, which cover everything from general information to feature deep dives and best practices. The help center is available in six different languages and the Trello Community is there to answer questions along with Trello Support.
    Elissa Bernstein | 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

    Trello

    Trello 9.0
    Based on 2 answers
    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.
    Raylene Wall | TrustRadius Reviewer

    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

    Trello

    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.
    Jill Nimmer-Beres | 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

    Trello

    • The more time I put into developing our Trello systems, the more ROI we seem to get. We have to re-evaulate for each unique project, but it typically pays off.
    • We managed post-production for 3 seasons of TV on Trello - breaking each scene down into cards and a list being an episode. Once the organization was done, this saved massive amounts of time for my post-manager as he was able to direct new editors to the board and very easily explain how to jump in the mix and get started. We managed to accomplish a massive amount of work with a small team with a very simple project management system.
    • Trello has been difficult to implement in a broad-strokes sort-of way. For example - when onboarding a new project/client, we have to stop and think about how a given board needs to be set up, who needs to have permission to it, and where and how the information will be shared. We had to remove almost all conversation from Trello cards and move them to slack channels in order to keep up with all the conversation as it became far too convoluted. It's not as pre-defined or process-oriented as a basecamp, which doesn't always hurt, but it does often require more time to get started on a project.
    Joel McAfee | TrustRadius Reviewer

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