Achieve perfect alignment between IT and your business

Cherwell Service Management 5.0

Leading ITSM and Enabling Business Technology

Deliver the vision of IT and workforce enablement with Cherwell Service Management® (CSM) 5.0, the new release of Cherwell Software’s award-winning IT service management (ITSM) software platform. While IT teams recognize the importance of delivering amazing service and enabling business, existing tools are often difficult to use, customize, upgrade, and deploy. CSM 5.0 is a powerful, yet user-friendly platform for IT service management—easily configured for business and workforce enablement.

CSM 5.0 provides business enablement through:

  • The industry’s highest-availability SaaS hosting infrastructure, as reported by Forrester Research.
  • Codeless application creation with the #1 most configurable IT service management platform, according to an independent survey by ITSM Review. Cherwell customers and partners can quickly create Cherwell mergeable applications (or mApp™ solutions) to add new functionality to the CSM platform, and our innovative new Cherwell mApp Exchange supports community collaboration to build and exchange mApp solutions.
  • Easy integration with IT service management and other applications—including Release Management, Lync®, IT Project Tracking, SolarWinds®, and many others—using wizard-driven functionality that does not require writing code. New integrations and mApp solutions won’t break existing configurations, a challenge that is all too familiar for IT teams.

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Deliver An Extraordinary ITSM Customer Experience

Cherwell Service Management® provides a customer-friendly IT self-service portal, powerful dashboards and reporting, and superior mobility to your organization—as well as providing PinkVERIFY® certified ITIL® processes such as: Incident Management, Change Management, Problem Management, CMDB, and much more. Deliver ease of use, flexibility, and power to your service desk customers today—at a price your organization can afford—without compromising future ITSM system scalability, expansion, and power. We’re not just your average SaaS provider—with Cherwell Choice™ licensing and hosting, you choose what works best for your business—subscription or purchase, hosted on-premises, hosted by Cherwell, or hosted by a third party. Cherwell Service Management is the IT service management Platform of choice for enterprise companies worldwide.


Business Intelligence, Dashboards, Reporting & Metrics

CSM delivers premium business value dashboards at your fingertips—the right information at the right time—with automatic updates. With CSM 5.0, you can create reusable metrics to track the performance of your key performance indicators. Leverage CSM for multidimensional reporting, configurable alerts and advanced drilldowns, generating the right reports for all IT leaders and service desk managers in your organization.

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Dashboards, Reporting & Metrics


100% Customizable Self-Service Portal

The Industry’s Best Collaborative Self-Service Portal

As an IT leader or service desk manager, maximize your limited IT resources and increase customer satisfaction with our efficient CSM IT self-service portal—our customers report up to 65% productivity increases. As your organization expands, easily consolidate multiple portals into a single site and drive higher usage levels throughout your service desk customer base.


Superior Mobility with Anytime, Anywhere Access

Rely on anytime, anywhere access via mobile browser, native Android™, and native iOS® to manage your business—as well as your service desk. With the power of CSM, it’s like having an on-demand business GPS in your pocket—as an IT leader or service desk manager, make decisions and manage by exception from anywhere.

Native iPhone App


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WYSIWYG Interface

Truly Codeless & Completely Configurable

Highly configurable, flexible and infinitely codeless, CSM can do business the way you do business. Design and build your own advanced IT service management system and business processes to meet unique business requirements—or just order CSM out-of-the-box. As your organization grows, CSM can transform your corporate help desk into an IT service management powerhouse.


Flexible Licensing & Hosting Models

CSM licensing delivers a complete IT service management solution with intelligent concurrent licensing for all standard clients—no additional client fees, no hidden server fees, and no end-user fees. Choose the hosting model that works for you: Cherwell OnDemand™, hosted by Cherwell Software; hosted on-premises, or hosted by a third party – and change your hosting model easily at any time. We offer more than your average SaaS provider—with Cherwell Choice™ licensing and hosting, you choose what works best for your business.


Key ITIL Processes


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