IT Service Management (Cherwell)


The Cherwell Service Management is an implementation of Cherwell Service Management (CSM) software. CSM is an integrated suite of IT Service Management (ITSM) applications with a comprehensive set of powerful features and processes to help IT service desks efficiently configure, manage, and run processes necessary for supporting customers. The suite includes modules that facilitate essential IT Infrastructure Library (ITIL) processes such as incident, problem, change, knowledge, and configuration management, self-service, service catalog, and more while providing reporting, metrics, and dashboard capabilities to professional IT staff utilizing the application. Cherwell Service Management allows for all UWM IT service departments and offices to coordinate in one application.

Service Information

Service Access

Authorization

Authorization is required for access to the Cherwell Service Management service and is only available to UWM professional IT staff. To receive individual or departmental authorization, please submit a support request.

Credentials Needed

Only authorized users with an active ePantherID have access to this service.

Access Discontinuation

Access to this service is removed when an individual is no longer employed by UWM or removal is requested by an authorized supervisor.

Service Availability

This service is available 24/7 except during scheduled maintenance periods and unscheduled outages.

Scheduled Maintenance Window

Maintenance windows are determined by Cherwell Software, LLC. Routine maintenance is performed on a designated day each month from midnight–6:00 a.m. Emergency maintenance is performed on a designated day each month from midnight–5:00 a.m. Cherwell provides 48 hours’ notice of all scheduled emergency maintenance.

Scheduled or Unplanned Outages

Information about scheduled or unplanned outages is available at uwm.edu/gettechhelp.

Applicable Policies Training and Documentation