What is Cherwell?

Cherwell Service Management (CSM) is a cloud-based software product that helps an IT organization to deliver certified ITIL processes such as:

  • Incident Management
  • Change Management
  • Problem Management
  • Configuration Management
  • Service Catalog

Additionally, it has the ability to provide a customer-friendly IT self-service portal, powerful dashboards and reporting.

About the Cherwell Project

A project began in 2012 to procure a replacement for the campus IT “ticketing system”, HEAT. The result of this project was the purchase of Cherwell in July 2013.