What is Cherwell Service Management?

Cherwell® Service Management (CSM) is a configurable, scalable, Out-Of-The-Box (OOTB) service desk solution based on IT Service Management (ITSM) best practices and the ITIL framework.

At a high level, CSM includes:

  • Applications: CSM provides a suite of Client applications (Desktop, Browser, and Mobile), Supporting applications (utilities to help enhance functionality), CSM servers (services that facilitate operations and automation), and Web applications (applications to help you access CSM functionality using a browser).
  • Features: CSM provides a variety of configurable service desk features, including Business Objects, Dashboards, One-Steps/Actions, Searching, Reporting, and Knowledge. CSM also provides powerful Administrative features, such as Blueprints (for configuring and test-driving system definitions), comprehensive Security, automation tools, and integrations.
  • Processes: CSM provides multiple configurable processes to help you log and manage service desk records. Examples include Incident/Service Request Management, Service Portfolio/Service Catalog Management, Problem Management, Service Asset and Configuration Management (CMDB), Change Management, and Knowledge Management. In addition to the core processes, CSM also offers the ability to quickly merge and integrate additional processes through Cherwell mergeable applications (mApps) (ex: Survey Template, IT Project Tracking, Release, etc.) and integrations.

    Service Desk Circle

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