Cherwell Service Management (discontinued)

Cherwell is used at our company for not only the IT department, but HR, Marketing, Facilities, and other teams to support our users in the different departments.

Cherwell CSM is our first true ITSM solution. It has it's "Cherwellisms" but, it lived up to and exceeded our expectations for the cost. The flexibility in the One-Steps, Searches and Automation allows us a lot of flexibility. The User Groups are a huge help and knowledge share. We're looking forward to the convergence platform where Ivanti incorporates both products to bring an elevated value. I'd recommed (and have) the CSM product.

Our IT department had no Incident Management system until July of 2020. Everything was done on white boards, note pads, and spreadsheets. No real collaboration between the help desk and other departments like systems administration, networking, security, programming.

Implemented Cherwell to begin tracking and managing Incidents for our retail support team and 130 mid-west grocery stores. Have since expanded to managing assets (endpoints, mobile devices, network hardware, servers). CMDB's are configured for all teams with some automation.
Worked with a third party to implement a contract/license management system to track all IT based service contracts, Microsoft licenses, etc.
Converted our old change management system to Cherwell in summer of 2022 and streamlined the process with automated approvals and calendar entries. Service Management metrics have helped identify problematic areas where training can be applied to end users.

The only real negative is the current administrative console is client based not web. When Ivanti rolls out the converged platform with Neurons, I will be glad as the interface will be HTML5 and easier to use.

Cherwell service manager assists us with automating all of our business processes. This assists us with processes outside of ITSM and Beyond ITSM. The ease of use of the product makes solution design and development a breeze. I can do everything from cradle to grave from designing to reporting on the processes that have been built.

We use Cherwell Service Management for our main IT workflows including Incident, Service Request, Customer Self-Service, Change Management, and Asset Management. In addition, IT supports the use of Cherwell for Enterprise Service Management in core functions like HR, Finance, and Student for service desks and customer self-service. Finally, Cherwell is used as a business process engine for a variety of unique workflows that support all the areas already mentioned but also research services, auxiliary services, and healthcare customer service. We use Cherwell in many situations where the business function needs a quick turnaround on digitizing a workflow, setting up a business unit for service ticketing, or the business function is so unique that a custom application is required.