Native Support for Eleven ITIL Processes

Discover why so many companies rely on Cherwell for ITIL Incident Management.

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Native Support for Eleven ITIL Processes

Discover why so many companies rely on Cherwell for ITIL Incident Management.

Get Live Demo

IT Incident Management Features & Advantages

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Native Support for ITIL Incident Management

Enjoy out-of-the-box compliance with eleven ITIL processes, including Incident Management. 

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Easy Customization of ITIL Processes

Quickly customize ITIL Incident Management processes using Cherwell's codeless design—no scripting or programming required, and your modifications won't break when you upgrade.

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Question-Based Incident Assessment

Quickly and easily record the basic details of an incident, and begin classification and investigation immediately.

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Incident Workflow Status Bar

Use the workflow bar to see the current phase of the incident as it moves through its workflow.

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Contextual Incident Routing

Assign ownership of incidents to the appropriate individual or groups based on the information in incident record.

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Automated Incident Cross-Referencing

Automatically cross reference incident records against the knowledge base and known-error database (KEDB).

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One-Step Actions for IT Incident Management

Perform a variety of tasks associated with ownership, monitoring, tracking and communication with the click of a button.

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Incident Reporting Capabilities with Built-in KPIs

Enjoy out-of-the-box incident dashboards and reporting with key performance indicators (KPIs) that enable your team to meet and exceed service level agreements (SLAs).

Popular ITIL Resources

Learn how ITIL needs to adapt to stay relevant

Get expert help implementing Incident Management

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What Cherwell Customers Are Saying

Photo of Cherwell ITSM customer Dave Reneer of B/E Aerospace

"With Cherwell Service Management, we re-invented our service desk and drove tremendous global growth in three years. There’s not a chance that we could have gone global with our previous solution."

David Reneer
B/E Aerospace

Western Union
ESRI
fiserv
B/E Aerospace – Cherwell Software Customer
Jason's Deli – Cherwell Software Customer
Swatch Ltd.