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 Managementt

Visual Workflow Management

Workflow Management

Process Modeling & Designing

Real Time Reporting

Timeline Management

Activity Tracking

Remote Support