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Cherwell Service Management
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 enable IT organisations to provide extraordinary customer service.
Deliver maximum customer satisfaction and key IT metrics with essential ITIL processes such as Incident, Problem, Change and 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.
Utilise a visual guide to walk you through key activities of Incident Management, such as recording, classification, and investigation. Easily examine the specific data required to respond to each classified incident. For example, first call resolution questions related to a printer are different than questions related to an email incident. Respond quickly and consistently with One-Step™ actions.
Once a problem has been identified, prevent further incidents from being logged into the system by rapidly communicating the known problem to your end users. Simple One-Step actions allow you to notify customers via email, Twitter®, and RSS feeds. Once a problem is resolved, Cherwell Service Management can automatically close all linked incidents and notify end users.
ITIL-based visual workflows guide you through each core activity of Change Management. Use the visualization manager to know in advance how changes can impact your assets and eliminate conflicts, both upstream and downstream. After completing a project, use the post-implementation questionnaire to effortlessly conduct post-change analysis to understand how changes impacted timelines, expenses, or goals.
Prevent unexpected conflicts, lost revenue, and disgruntled customers by utilising out-of-the-box, ITIL-based procedures. Integration with the CMDB allows all configuration items to be updated automatically with distribution and installation activity. The integration with Change Management allows you to see details on all bundled changes without having to toggle back and forth.
Streamline and automate common service requests such as new employee set-up and requests for equipment. End users can easily select the desired service from your service catalog and track the progress of their request via the self-service portal. Technicians can quickly review, approve, and communicate to end users the status of the request with simple One-Step actions in Cherwell Service Management.
Improve Incident and Request resolution times by providing up-to-date asset information to support staff. Cherwell Service Management provides a visual, graphical representation of not only all upstream and downstream configuration items (CI), but also services, changes, contracts, releases, and end users associated with the CI.
The monitoring capabilities in Cherwell Service Management proactively warn you of pending SLA breaches and provide critical performance metrics. Easily track SLAs based on services, CIs, customer levels, or any combination you choose.
Provide an actionable, easy-to-use service catalog that presents end users with only those specific services to which they are entitled. You can even provide associated costs, estimate delivery times, and use the Cherwell Service Management Product Catalog or a third-party catalog to enable charge-backs.
Create an environment of transparency, and proactively communicate the value of IT services and products by presenting a business-oriented view of available services, key costs, and quality metrics. Cherwell Service Management links all internal relationships and provides a graphical representation of all configuration items, SLAs, and OLAs required for each service—revealing the overall impact of Incident, Problem, and Change requests on service availability.
Reduce service desk requests by providing "Google®-like" one-click access to federated knowledge searches of existing modules, PDFs, Microsoft® Office, and URLs. The powerful knowledge management features can help your service desk team, and your customers, improve resolution times by providing a repository to successfully capture, structure, and reuse service.
Cherwell Service Management easily integrates with various network-monitoring tools—alerting the service desk of issues, and potentially fixing them, before your end users and customers even know anything is wrong. Create rules so that when an event happens, such as a failed server notification, an incident is created and subsequent notifications are tied to it