IT Service Desk Software

Transform your IT Service Delivery and Support

With comprehensive ITIL® process coverage and a full suite of features, Cherwell® Service Management software advances your service desk's efficiency and provides an extraordinary customer experience—at a price your organization can afford.

With Cherwell’s truly codeless design, you can be more responsive to the business, take the pain out of upgrades and maintenance, and configure the system exactly the way you want in a matter of days—not months—and without the need for costly development resources.

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Comprehensive ITIL Process Support

Cherwell has earned PinkVERIFY™ certification for eleven IT Infrastructure Library (ITIL) processes, including Incident Management, Change Management, Problem Management, Configuration Management, Knowledge Management, Service Catalog, and more.

Cherwell ITIL service desk software enables you to automate, modify, and report on the ITIL processes that keep your help desk running smoothly. (IT Infrastructure Library® and ITIL® are registered trademarks of AXELOS. PinkVerify™ is a trademark of Pink Elephant, an internationally recognized ITSM tool assessment service.)

Learn more about Cherwell's support for ITIL processes

Comprehensive ITIL® Process Support Screen Shot

IT Ticket Handling

Cherwell Service Management offers powerful workflow and task automation that goes far beyond traditional IT trouble ticketing software. Using Cherwell’s powerful workflow automation, IT organizations can automate repetitive and complex tasks, reducing labor intensity and optimizing costs. Automate ITIL Request Fulfillment and improve Incident Management, and efficiently manage requests and issues with full view of the IT environmental and organizational context. Ensure your service desk team can honor service level agreements and achieve business outcomes.

IT Ticket Handling

Modern, Customizable IT Self-Service Portal

Improve customer satisfaction and increase end-user self-sufficiency with a modern IT self-service portal. With Cherwell service desk software, you can set up multiple, localized, easy-to-use web portals to service different customer roles or functions and deliver a personalized experience—all powered by a responsive ITIL-based service catalog. Configuration and customization is easy with codeless drag-and-drop graphical tools, and you can even integrate dashboards, reporting, and actions—including approvals—into your portal(s) for managers and executives—without consuming additional software licenses.

IT Ticket Handling

 Additional Features

Integrated IT Asset Management
Integrate the powerful IT asset management (ITAM) capabilities of Cherwell® Asset Management to resolve incidents more quickly and assess the impact of IT infrastructure changes. Asset management features include asset tracking and inventory management, purchase management, software license tracking, and software usage analysis and reporting.
On-Premises or Cloud-Based Deployment
Deploy on-premises or via SaaS—with Cherwell, it’s always your choice. Because the same code base is used across both deployment scenarios, you can easily switch from on-premises to the cloud or vice versa. SaaS options include Cherwell data centers or hosting in the public cloud via Microsoft® Azure or Amazon® Web Services®.
Intuitive Help Desk Reporting & Dashboards
Cherwell’s best-of-breed service desk reporting capabilities include out-of-the-box, role-based dashboards and performance metrics that provide exactly the information help desk technicians and stakeholders need. Quickly integrate any metric into your own dashboards—no coding or database expertise required—or add reports to the portal for managers to run on the fly without consuming additional licenses.
Streamlined SLA Management
Cherwell help desk software enables your IT help desk staff to manage service level agreements (SLAs) and underlying objectives to ensure that incidents and requests are promptly serviced. SLA information is prominently displayed to your service desk technicians to help guide prioritization and impact urgency. Service integration and management (SIAM) capabilities are also built-in for suppliers.
Easy Integration with Third-Party Software
Cherwell has numerous ready-built integrations with complementary solution providers—including Bomgar, Quest, SolarWinds, Microsoft, and Cisco—that can be freely downloaded from the Cherwell Mergeable Application (mApp) exchange. It is also simple to modify an existing integration to suit your needs or build your own from scratch without extensive database or networking expertise.
Ent Federal Credit Union

""We found a sweet spot. Cherwell Service Management is a fully functional, configurable, and scalable ITSM solution that exceeds the capability of many more expensive solutions on the market today."" - Jameel Qazi, IT Business Support Manager at Ent Federal Credit Union