Cherwell Service Management vs Trello

• 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.

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• 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

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• 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

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• 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.

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• 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.

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• Trello helps me maintain visibility into what my international teams are doing - even if we can't be in the same room together, we can be on the same board together.
• Trello helps us manage WIP so as to reduce the amount of things we are trying to do simultaneously.
• (Negative) Our teams often use Trello as a crutch for traditional communication - instead assuming people will detect changes on the board on their own.

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