Cherwell Video Learning Library

Frequently Asked Questions

Utilizing the Video Learning Library

Become more familiar with using the Video Learning Library
Watch the playlist below if you would like a demonstration on how to utilize the different features of the Video Learning Library. This includes finding your course, navigating through courses, and managing your account.

User Accounts, Logins, and Passwords

How do I change my password?
On the User Dashboard, as part of the Profile section, under Settings you can change your password.

How do I change my User Name?
User names cannot be changed once they have been created. If you need further assistance, please Contact Us.

What if I forget my password?
There is a question mark on the login form that you can click, or you can leave the login form blank and click Log In, which will open the form for you to use to recover your password. A link will then be sent to the email address you used when creating your account.

What if I forget both my User Name and my email address?
If you have forgotten both your User Name and your email address, you will need to Contact Us for further assistance.

Can I login from multiple devices?
Yes, you can login from any device that is connected to the Internet and has a supported web browser. You are limited to logging in from one device at a time.

Can I be logged in on multiple devices at the same time?
No, you are limited to logging in from one device at a time.

Badges, Points, and Levels

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How do I earn badges?
Badges are earned by completing courses, passing quizzes, and earning points.

How do I earn points?
Points are earned by completing activities on the site, such as your first login, updating your profile picture, and by completing courses and passing quizzes.

How do I earn Level Badges?
Level Badges are earned by accumulating points on the site.

What are the available Level Badges?
Level Badges are Novice, Apprentice, Practitioner, Master, SuperStar, and Champion. (There also may be hidden levels for users who wish to keep going!)

How do I see the badges I have earned?
On your user dashboard, there is an Achievements section, which shows your current badges. The badges are split between the categories, so you can see what you have earned for your Courses, your Quizzes, and your Activities.

Is there a list of all the badges available?
Yes, you can click here on our All Badges page to see a full list of all badges. (Note this list does not include hidden badges that may be available.)

Technical and Troubleshooting

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What are the System Requirements?
In order to watch your video courses, you need to be connected to the Internet. The recommended connection is a 3G, 4G, or Wi-Fi connection. Courses, and the entire Video Learning Library, are watched through a web browser.

Can I download the videos?
Not at this time. Courses are viewed here, on the website, in our Learning Management System, which allows you to track your progress and receive badges for activities, among other benefits.

Are the videos only available to stream, from the site?
Yes, at this time videos are streamed through the website, and not available for download.

The videos are not playing on my system how can I get them to play?
This is most often due to browser settings. You can try clearing your browser’s cache and cookies, or try logging out and then back into the system.

Do you offer Closed Captioning?
At this time we have CC available on most of our videos, which you can turn on and off as you prefer while watching. We do have complete transcripts, which are available for you to download and read.

What type of connection do I need to view courses?
Courses are best viewed with either 3G, 4G, or Wi-Fi connections, with Wi-Fi providing the best connectivity.


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I’m interested in becoming an instructor, what should I do?
On our homepage, there is a form (at the bottom of the page) for people, who are interested in instructing, to submit. If you are interested, please enter your name, your email address, and your phone number to begin the process.

Is entering my phone number required?
Yes. We will need to speak directly with you about the process of instructing.

Is everyone who applies to become an instructor accepted?
No. We have an internal vetting and decision process and not everyone who desires to become an instructor will be accepted.

I have a specific question about instructing, what is my next step?
If you have a question about instructing, please submit your question to us using the form on the Home Page or send us a message on our Contact Us page.

Who are the instructors for courses?
The instructors, for the Video Learning Library, come from a wide range of backgrounds, from developers, to designers, to instructors, to managers, and more… the common element is that they are all passionate about Cherwell and are happy to present their area of expertise to viewers.

Can I send my question to a specific instructor?
Not at this time. Questions are sent to and answered by our full team of Cherwell experts.

Payment and Plans

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How do I Register?
Registration is open to all users who wish to create an account. Simply use the link (found on the Top Right Menu) to Register and get started learning today!

How do I subscribe to take all courses?
Individual users may subscribe to the entire Video Learning Library by clicking the link and purchasing their subscription here.

Is there a corporate account available?
Yes, if you wish to have multiple users from your company access the Video Learning Library, please Contact Us to discuss an Enterprise Subscription.

Does each user need their own account?
Yes, the system tracks individual course progress, individual quiz progress, and awards individual points, badges, and levels to each unique user account.

What are the costs for access to the Video Learning Library?
There are courses that are freely available to all registered users and full subscriptions which provide access to the entire library. Full access annual subscriptions are $249 USD.

Does my subscription include new courses that are added after I become a member?
Yes, full access subscribers will have access to all courses, during their subscription. This includes all new courses added to the Video Learning Library.

Does the Video Learning Library include any free courses?
Yes, there are many free courses here in the Video Learning Library. Please check the All Courses page to see a full course listing.


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If I am brand new to Cherwell Software or ITSM, do you have recommended courses I should start with?
Yes, if you’re new to ITSM or new to Cherwell Software, we have three free courses that you should start with. First is Introducing Service Management, second is Getting to Know CSM (which includes the Intro to Service Management section), and third is Explaining ITIL. These three courses are designed to provide a solid foundation for all learners.

Do I have to stay in one job role category?
Not at all. We know that many people are involved in many levels of interaction with Cherwell Software, and you’re welcome to watch courses from any job role, at any time.

What is the Video Learning Library?
The Cherwell University Video Learning Library provides video training courses, each covering a specific subject for a specific audience.

What other training is offered by Cherwell University?
In addition to our Video Learning Library, we offer Instructor-Led classes, Online classes, and self-paced training. If you would like to learn more about our other training offers, please click here.

Can I suggest a topic?
Absolutely, we love to receive feedback and create new courses for our users. If you have a course topic suggestion, please send that to us, using the Contact Us page.

What if my question is not on this list?
If you have a question that is not answered here on the site, please reach us via the form on our Contact Us page.

System Requirements

In order to watch video courses on Cherwell University’s Video Learning Library, you will need a device that is connected to the Internet. The recommended connection is either 3G, 4G, or Wi-Fi, with Wi-Fi providing the best connectivity.

Minimum Settings

  • Windows 7 SP1 or later
  • Mac OS 10.8 or later
  • Broadband connection of 1 Mbps or greater
  • IE 10, Firefox 30, Chrome 11, or Safari 6 (or later for all browsers)

Recommended Settings

  • Windows 8.1 or later
  • Mac OS 10.10 or later
  • Broadband connection of 3 Mbps or greater
  • IE 11, Firefox 35, Chrome 41, or Safari 6 (or later for all browsers)

Mobile Requirements

The video courses from the Cherwell University Video Learning Library can be viewed on mobile devices, including phones and tablets.

Connecting to the site is done through a browser, on either a desktop device or a mobile device.

Once you have connected, through a mobile browser, you can login and access any video course just as you would when you connect through a desktop browser.

Each video will resize, based on the device you are using.

Keep in mind that user accounts can only login from one device at a time, so if you are connected via a mobile device you cannot connect, at the same time, on your desktop device.


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