Deliver An Extraordinary ITSM Customer Experience

Cherwell Service Management® delivers a customer-friendly IT self-service portal, powerful dashboards and reporting, and superior mobility to your organization—as well as providing PinkVERIFY® certified ITIL® processes such as: Incident Management, Change Management, Problem Management, CMDB, and much more.

Deliver ease of use, flexibility, and power to your service desk customers today—at a price your organization can afford—without compromising future ITSM system scalability, expansion, and power.

We’re not just your average SaaS provider—with Cherwell Choice™ licensing and hosting, you choose what works best for your business—subscription or purchase, hosted on-premises, hosted by Cherwell, or hosted by a third party. Cherwell Service Management is the IT Service Management Platform of choice for enterprise companies worldwide.

The Industry’s Best Collaborative Self-Service Portal

As an IT leader or service desk manager, maximize your limited IT resources and increase customer satisfaction with our efficient CSM IT self-service portal—our customers report up to 65% productivity increases. As your organization expands, easily consolidate multiple portals into a single site and drive higher usage levels throughout your service desk customer base.

Business Intelligence Dashboards & Reporting

CSM delivers premium business value dashboards at your fingertips—the right information at the right time—with automatic updates. Leverage CSM for multidimensional reporting and configurable alerts and drilldowns, generating the right reports for all IT leaders and service desk managers in your organization.

Truly Codeless & Completely Configurable

Highly configurable, flexible and infinitely codeless, CSM can do business the way you do business. Design and build your own advanced ITSM system and business processes to meet unique business requirements—or just order CSM out-of-the-box. As your organization grows, CSM can transform your corporate help desk into an IT service management powerhouse.

Flexible Licensing & Hosting Models

CSM licensing delivers a complete ITSM solution with intelligent concurrent licensing for all standard clients—no additional client fees, no hidden server fees, and no end-user fees. Choose the hosting model that works for you: Cherwell OnDemand™, hosted by Cherwell Software; hosted on-premises, or hosted by a third party – and change your hosting model easily at any time. We offer more than your average SaaS provider—with Cherwell Choice™ licensing and hosting, you choose what works best for your business.

ITSM Product Catalog with all 11 ITIL PinkVERIFY Processes

Cherwell Service Management® (CSM) is an integrated suite of ITSM applications with a comprehensive set of powerful features and processes to help you efficiently configure, manage, and run your IT Service Desk. CSM has been awarded ITIL PinkVERIFY® certification for 11 ITIL® processes all to help IT service desk managers provide extraordinary customer service.

Deliver maximum customer satisfaction and key IT metrics with essential ITIL processes such as Incident/Problem/Change/Configuration Management. CSM automatically collects similar incidents to aid in first call resolution, and easily links problems to incidents to help you resolve issues more quickly. Leverage Release Management, Event Management and Knowledge Management to take your service desk to the next level—use more than 400 knowledge articles provided out-of-the-box—or easily add your own knowledge articles for improved customer and technician experience.