Cherwell Service Management is a cloud-based IT service management solution which includes eleven ITIL (Information Technology Infrastructure Library) verified processes, including incident management, knowledge management, change management, request fulfillment, and release management. Also built-in are an IT service desk, self-service customer portal, configurable dashboards, multi-sourcing service integration (MSI) and service integration and management (SIAM) functionality, and a configuration management database (CMDB). The codeless design architecture enables users to add functionality without writing code, and integrate with third-party software.
Cherwell Service Management’s incident management process includes question-based incident assessments, contextual incident routing, automated cross-referencing of incidents with the known-error database (KEDB) and knowledge base, and an incident workflow status bar. The change management system offers a visualization manager, allowing users to see the potential impacts and risks associated with changes, and automatic notifications for change record status updates. Problem management automates a range of key processes, including Workaround and Known Error, allows for processes to be customized, and presents critical metrics in a single dashboard. The event management process allows users to define rules for incident creation and alerts when events occur, such as failed server notifications. Changes and updates can be bundled into a single release, and the CMDB automatically updated, with the release management process. The service asset and configuration management system provides a visual representation of upstream and downstream configuration items, and their associated contracts, services, charges, end users, and more. Pending SLA breaches can be monitored and controlled through the service level management process. Users can create a service catalog, which presents individuals with only the services they are entitled to, and requests for these services can be submitted and tracked through the self-service portal, with technicians able to review and approve requests with one-step actions.
Software by Cherwell Software, LLCwww.cherwell.com