Cherwell Service Management

Cherwell Service Management (CSM) is a cloud-based solution for IT service management that helps IT teams set up, automate, and improve service and support processes.  

Cherwell Service Management software offers users a variety of ITIL-validated methods for incident, problem, request, and event management. Users can also leverage ITIL service transition processes such as change, configuration, and release management. Also, the platform can be used with any mix of pre-built and custom-built applications to meet an organization's service management needs.  

Cherwell Service Management comes with the Cherwell Core platform and "out-of-the-box" content with functionality and designs that have already been set. 

Cherwell Service Management Features

Building Blocks for Data

Business Objects are defined business entities that store data to assist organizations in managing their various workflows and business processes. Use business objects as they are, or customize or create your own by creating fields, forms, relationships, and more. 

Utilize Assistive Functionality

Cherwell knowledge management collects, federates, reconciles, and translates real-time IT infrastructure data to create a trusted knowledge base of actionable intelligence that you and your business users can use to solve problems quickly and effectively. 

Engagement Services

CSM provides multiple avenues for customer engagement in addition to client applications (CSM Desktop Client and CSM Browser Client). Customers can call or go to a service desk, use a laptop or mobile device to access the portal, send an email, contact the optional Cherwell Virtual Agent (CVA), or open an incident in Slack. 

Automation Engine

Cherwell Core is built around automating workflows. Cherwell helps ITSM, HR, Facilities, PPM, Security, and other platform-based solutions with process workflows and other tools. 

API Integrations

CSM offers several methods for importing data and performing actions based on events in an external tool or CSM. There are simple options that don't require you to know how to code, as well as more complicated ones, like the Cherwell REST API. 

Dashboard Analytics

Dashboards enable users to identify trends, identify bottlenecks, and adhere to service delivery guidelines. Also, detailed reports help point out the most important things that were done, measure the results, and find places where things could be better. 

Cherwell Pricing

Cherwell software pricing information can be obtained upon request. Click on ‘Get Pricing’ to get a custom price quote for your requirements. 

Cherwell Demo

To learn more about Cherwell Service Management, click on ‘Watch Demo’ to experience how you can benefit from Cherwell features and services. 

Cherwell Reviews

CSM supports a variety of ITIL®-certified processes. Cherwell Service Management, according to users, is useful for retrieving any information about a request from any machine so that our team can collaborate. It provides good reporting and statistics, though accessing the reporting requires some effort. It's a good system for the company. 

Our Thoughts

Users can customize the Cherwell Service Management product to bring all departments into the same system.

One-Step Actions, for example, let users start one or more predefined actions, like sending email notifications, asking for a review of a knowledge article, changing the status of a record, or letting staff know about new tickets.

Cherwell Service Management Features


Access Controls/Permissions


Budget Management


Data Import/Export


Employee Management


Milestone Tracking


Planning Tools


Strategic Planning


Task Management


Visual Workflow Management


Workflow Management


Process Modeling & Designing


Real Time Reporting


Timeline Management


Activity Tracking


Remote Support

Frequently Asked Questions (FAQs)

Does Cherwell offer an API?

Yes, Cherwell does offer APIs. The Cherwell Canonical REST API enables customers and partners to create reusable integrations between third-party software and customized CSM systems by providing a fixed schema to map out-of-the-box business objects to customized business objects.

Does Cherwell support mobile devices?

Yes, Cherwell is supported on mobile devices, whether they are Android or Apple IOS (iPhone or iPad).

How do you use Cherwell?

A brief rundown on how to use and operate Cherwell First of all, when you log into Cherwell, the dashboard relevant to your role is displayed by default. You can browse a variety of pre-created dashboards depending on what you need to see. Dashboards display a range of information that is intended to assist you in quickly locating and monitoring information. They include widgets that, depending on the criteria, can display a website, chart, command, gauge, matrix, search result, Twitter feed, or RSS field. The dashboard widgets can be customized. By double-clicking on a part of a chart or search result, for example, you can drill down into individual records. By double-clicking on any of the numbers in the gray and red boxes, you may see the tickets listed on a bigger screen. When a particular number is achieved, the gray boxes may turn red or another color (as set) to highlight the action necessary. An issue or a request can be resolved or assigned to you or another person.

How does Cherwell work?

Cherwell's adaptable and feature-rich ITSM solution enables teams to address changing and expanding demands across their company, from IT to facilities to HR, with seamless processes and reduced costs. Cherwell ITSM gives you the ability to alter your IT Service Desk.

Is Oracle Cherwell a CRM?

No, Cherwell is service management software.

What is Cherwell used for?

Cherwell Service Management is a cloud-based IT service management solution that assists an enterprise's IT teams in the implementation, automation, and updating of service and support procedures.

What languages does Cherwell support?

Cherwell software support is offered in English, German, French, Spanish, and Portuguese.

What types of pricing plans does Cherwell offer?

The company does not make the pricing of the software publicly available. Click on ‘Get Pricing’ button above to get custom quotes, plans and offerings.

Cherwell Service Management Pricing

Small Organization

Within Budget

Medium Organization

Within Budget

Large Organization

Within Budget

Cherwell Service Management reviews

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Call us at

(661) 384-7070

Call us at

(661) 384-7070