Cherwell
Cherwell® Service Management software, first released in 2007, enabled IT departments to automate routine tasks easily, enhance response times and free up valuable time.
- Cherwell
Flexible, Feature-Rich ITSM Software by Cherwell
Through its power and flexibility, Cherwell Service Management became essential for enhancing service activities across organisations — expanding beyond IT into HR, Facilities, Information Security and Project Management.
Ivanti acquired Cherwell on March 25, 2021. With the 2026 Cherwell ‘End of Life’ on the horizon, CIH Solutions can guide you through the selection of an alternative ITSM solution that can provide all the functionality you need, together with a seamless transition. We offer expert support and trusted partnerships to help you leverage the latest ITSM solutions, ensuring your organisation remains efficient and future-proof.
Empower your IT with Cherwell
Complete IT Service Desk
Integrated processes on a common platform and shared Configuration Management Database (CMDB).
Comprehensive ITIL Processes
Leverage 11 core processes, seamlessly integrated and optimised for Cherwell, to ensure efficient IT service management.
Incident and Request Management
Submit and fulfil requests, report issues, check their status, and efficiently remediate incidents – all within a single platform.
Change Management
Simplify the configuration and experience of one of the most strategic ITSM processes.
IT Asset Management
Track and manage the life cycle of supported hardware and software assets.
Configuration Management
Centrally manage Configuration Items and visualise relationships.
Cherwell also offers:
- Unified Service Catalog
- Problem Management
- Release Management
- Workload Management
- Workspaces
- Support Portal
- Knowledge Base
- Workflow Automation
- Employee Onboarding
- Alert Management
- Project Management
- Alert Management
- Major Incident Management
- Integrated CMDB
- Contract Management
What is Cherwell best for?
Out-of-the-Box ITIL Best Practices
Cherwell Service Management is PinkVERIFY-certified for 11 ITIL processes, offering standard classifications, sample workflows and process models to simplify implementations, standard metrics and key performance indicators. Any out-of-the-box process can be further configured to support unique service desk or organisational requirements.
Advanced Knowledge Management
Cherwell’s Knowledge Management capabilities let you capture and leverage organisational knowledge and make it readily available within the self-service portal — enabling users to resolve their issues, improving IT service support and boosting customer satisfaction. Cherwell consolidates multiple knowledge sources into a single knowledge base so that users (both business and technical) can quickly find relevant information.
One-Step Actions
One-step actions initiate one or more defined actions (such as creating an incident, sending an email notification, or changing a record status), letting you create simple or complex workflows without coding or scripting. By automating every day and/or repetitive tasks, you improve the quality and consistency of outcomes, reduce costs and boost productivity.
Reporting and Dashboards
Cherwell Service Management offers insightful, interactive, configurable dashboards. You can receive real-time and at-a-glance information and also initiate actions and commands. Cherwell’s powerful reporting lets you monitor critical metrics, analyse trends and quickly create custom dashboards for IT teams, individuals or executive stakeholders — including dashboards designed for the self-service portal.
Why Partner with CIHS for Cherwell
Cherwell Hosting and Management
As Cherwell’s first UK and Irelands Managed Multi-Tenant Programme partner, CIHS can offer fully hosted and managed Cherwell implementations of either CSM ITSM or CSM Enterprise.
Virtual Administration
As some of Europe’s most experienced Cherwell consultants, we virtually administer several clients: on-premise, SaaS, CIHS Hosted, and Cherwell implementation with our flexible hourly Virtual Admin contracts.
Configuration and Consultancy
From single-day engagements through fully managed and guaranteed results-driven projects, our scalable configuration process provides complete documentation and training solutions for whatever you may imagine your 4me system could do, allowing you to leverage across your business.
mApps and Integrations
Popular solutions that we’ve provided to other customers from small features such as linking your Calendar presence to Cherwell through to full data driven Workflow Solutions. Take a look at some of the things mApps can do for you.
Proactive Transition Planning
With the 2026 Cherwell EOL on the horizon, proactive transition planning is essential. CIH Solutions offers the guidance and support necessary to navigate this change, ensuring your organisation is well-prepared to adopt a new ITSM platform that meets and enhances your operational capabilities as you plan for 2025 and beyond.
Powering next-gen companies
CIHS Support
As an experienced Cherwell partner, we’ve been so successful in integrating Cherwell with complementary technologies that we’ve established formal partnerships with a number of the vendors.
Jira
One of our most popular integrations is Cherwell-to-Jira, which is a true two-way communication.
This mApp now keeps Cherwell and Jira in sync and provides advanced features such as approvals in one system to progress workflow in the other and visual updating of processes in Cherwell.
Check out our video to watch us practice what we preach with our own Cherwell-Jira integration for our Virtual Admin agreement.
Teams Integration
KIA is our Service Management platform agnostic Virtual Agent using Natural Language Recognition and dozens of pre-defined Service Management topics.
The familiar Microsoft Teams interface makes KIA a one-stop shop for internal and external customers to interface with your ServiceDesk.
Handle IT, HR and Facilities requests, knowledge searches, approva
Heed
Messaging across your business allows you to leverage Cherwell as an Enterprise Service Management toolset beyond IT.
Experience state-aware messaging for your Incidents, Problems, Requests, Changes and Approvals.
Dynamic messaging saves time and reduces your overflowing mailbox.