Service Desk


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 Catalogue, and more. Give your IT team the ITIL service desk software they need 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 recognised IT service management tool suite assessment service.)


Ticket Management and Incident Tracking

Cherwell Service Management offers powerful IT workflow automation that goes far beyond traditional IT ticketing software or incident tracking software. Manage IT-related issues with full environmental and organisational context, so your service desk team can operate with a full understanding of IT components, attributes and services, and how they affect service level agreements and business outcomes. Using the powerful IT workflow automation of Cherwell, IT organisations can automate repetitive and complex tasks, both reducing labour intensity and optimising costs.


Modern, Highly Customisable IT Self-Service Portal

Improve customer satisfaction by changing the way business users interact with your IT self-service portal—no advanced knowledge of HTML or CSS needed. With Cherwell servicedesk software, you can set up multiple, easy-to-use portals to service different customer levels or functions and deliver a personalised customer experience—all powered by a robust IT service catalogue. You can even integrate dashboards and reporting into your portals for managers and executives without consuming additional help desk software licenses.


Integrated IT Asset Management

Integrate the powerful IT asset management capabilities of Cherwell® Asset Management, which populates the Cherwell configuration management database (CMDB) with hardware, software, and configuration data needed by service desk analysts to resolve incidents more quickly and assess the impact of IT infrastructure changes. Other asset management features include asset tracking and inventory management, purchase management, software license tracking, and software usage reporting.


On-Premises or Cloud-Based Deployment

With Cherwell you can choose to deploy on-premises or via SaaS. Because the same code base is used across both deployment scenarios, you can easily switch from on-premises to the cloud, or vise versa—with no extra fees. SaaS options include the Cherwell data center or the public cloud via Microsoft® Azure or Amazon® Web Services®.


Intuitive Help Desk Reporting & Dashboards

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. Don’t see a metric you want? Quickly integrate any metric into your own dashboards—no coding or database expertise required. More than just a glorified search-results-turned-exporter, Cherwell Service Management has a true report writer module that is both powerful and easy to use. 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 to manage service-level agreements (SLAs) to ensure that incidents and requests involving customers, services, and Configuration Items are appropriately serviced. SLA information is prominently displayed to your service desk technicians to help guide prioritisation and impact urgency.


Easy Integration with Third-Party Software

Unlike most traditional IT service desk solutions, Cherwell has ready-built integrations with 3rd party solutions such as remote control (Bomgar); discovery and dependency mapping (FireScope); endpoint management (Dell); identity management (Oracle); knowledge base (multiple), server and application monitoring (SolarWinds); IT operations management (Microsoft); network monitoring and infrastructure management (HP), telephony and call management (Cisco); and many, many more. If you need an integration with an obscure software product, or you need an integration to behave in a non-standard way, it's simple to modify an existing integration to suit your needs or build your own from scratch—with no need for a hefty database or networking expertise.


Ready to see what Cherwell Software can do for you?