Cherwell® Service Management (CSM) is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility required for rapid configuration and customization, minimal overhead, and frictionless upgrades—at a fraction of the cost and complexity associated with legacy ITSM solutions. Cherwell's codeless design architecture means you can add new functionality without modifying a single line of code, integrate easily with third-party applications, and upgrade without fear of breaking what you have built.
At a high level, CSM includes:
Platform: SaaS or on-premise deployment.
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.