Flexible, Feature-Rich ITSM Software by 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.

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.

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Key Features

Information

Use Cases

CIHS Support

Case Studies

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.

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.

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.

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.

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.

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, approvals, updates and service queries from a single interface.

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.

Flexible, Feature-Rich ITSM Software by Cherwell