Features include incident management, change management, asset management, and a customizable ITSM platform that can be designed to meet specific organizational needs.
Systems for managing IT service requests, incidents, problems, and changes across the organization, often following ITIL or other service management frameworks.
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Self-Service Portal Allows end-users to create and manage their own service requests via a web portal. |
Cherwell ITSM offers a self-service portal for end users to submit and manage their IT requests as indicated in product documentation. | |
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Knowledge Base Integration Provides access to self-help articles and documentation to reduce service tickets. |
Cherwell ITSM includes a knowledge base integrated within the self-service portal, allowing users access to help articles and documentation. | |
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Request Categorization & Prioritization Automates sorting and prioritizing service requests according to defined rules. |
Automatic categorization and prioritization of service requests are offered through configurable workflows. | |
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Request Fulfillment Time Average time taken to fulfill a service request. |
No information available | |
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Automated Routing Automatically assigns requests to the appropriate teams or personnel. |
Cherwell ITSM provides automated routing features via business process automation rules. | |
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Customizable Forms Allows customization of request submission forms for specific information capture. |
Forms within Cherwell ITSM can be customized to capture organization-specific information. | |
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Multi-channel Request Submission Supports request submission via email, web, chat, and phone. |
Supports multi-channel submission (email, web, phone, and integrations with chat systems). | |
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Status Tracking Enables users and IT staff to track the live status of service requests. |
Live status tracking for requests is available for both users and IT staff. | |
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Service Level Agreement (SLA) Tracking Monitors and enforces time limits for request resolution. |
SLA tracking features are built-in for monitoring and enforcing response times. | |
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Approval Workflow Automation Automates the approval process for certain types of service requests. |
Approval workflow automation available via configurable workflow engine in Cherwell ITSM. | |
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Request History and Audit Trail Maintains a record of all actions taken on service requests for compliance/audit purposes. |
Cherwell provides a complete audit trail and request history for compliance and review. | |
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Mobile Accessibility Allows users and agents to manage requests via mobile devices. |
Mobile accessibility is provided via browser-based interface and native mobile apps. | |
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Request Feedback Collection Collects customer satisfaction feedback after a request is completed. |
Post-request feedback via surveys is available in Cherwell's service management platform. | |
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Bulk Request Management Enables bulk creation or updating of service requests. |
Bulk request creation and management is possible through the platform’s import and management tools. | |
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Integration with Asset Management Links requests to specific assets for context and tracking. |
Cherwell includes native integration with asset management, linking service requests to assets. |
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Automated Incident Detection Integrates with monitoring systems to auto-create incidents from alerts. |
Cherwell can integrate with monitoring tools to auto-create incidents, a feature described as automated incident detection. | |
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Incident Logging Central archive for recording details of each incident. |
Incident logging and archiving is core to ITSM platforms including Cherwell. | |
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Incident Categorization and Prioritization Classifies and assigns priority to incidents for efficient triage. |
Configurable incident categorization and prioritization are available in Cherwell workflows. | |
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Impact Assessment Evaluates and records the business impact of incidents. |
Platform supports business impact assessment as part of incident management. | |
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Incident Resolution Time Time taken to resolve an incident from creation to closure. |
No information available | |
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Escalation Workflows Automatic escalation of unresolved incidents based on SLA rules. |
Escalation workflows based on business rules and SLA are core capabilities. | |
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Communication and Notification Tools Notifies relevant stakeholders and users during incident lifecycle. |
Cherwell ITSM includes notification and communication tools for incident management. | |
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Major Incident Management Special process handling for critical/high-impact incidents. |
Major incident process handling for critical incidents described in Cherwell documentation. | |
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Root Cause Recording Documents identified root causes post-resolution for future reference. |
Root cause analysis and recording functionality are included in the ITSM problem/incident workflows. | |
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Incident Templates Predefined templates to simplify logging of recurring types of incidents. |
Template-driven incident reporting/logging available in Cherwell platform. | |
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On-call Management Integration Integration with on-call schedules to identify available responders. |
On-call management and rotation can be integrated with Cherwell via third-party connectors. | |
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Automated Incident Closure Incidents close automatically upon completion of resolution and verification. |
Workflow automation in Cherwell can trigger incident closure based on completion rules. | |
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Incident Analytics and Reporting Generates reports on incident trends, types, resolution time, and more. |
Incident analytics and reporting features are described in product core capabilities. |
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Problem Logging Provides a mechanism to record and track identified problems. |
Cherwell supports problem logging as part of ITIL-aligned processes. | |
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Known Error Database Maintains a repository of known errors and their workarounds. |
Cherwell ITSM maintains a known error database accessible by support staff. | |
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Problem Analysis Tools Facilitates root cause analysis using techniques (e.g., 5 Whys, fishbone diagram). |
Problem analysis tools such as root cause analysis methods are available. | |
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Linkage to Incidents Connects related incidents to a single problem ticket for holistic management. |
Linkage of incidents to problems is a standard feature in Cherwell ITSM. | |
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Problem Prioritization Assigns priority based on impact and urgency to problems. |
Problems can be prioritized by impact and urgency in Cherwell workflows. | |
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Permanent Solution Tracking Tracks implementation of permanent solutions to problems. |
Permanent solution tracking is built into the problem resolution module. | |
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Problem Review and Closure Process Formal review before closure to ensure issue has been fully resolved. |
Problem review and closure is enforced via Cherwell's workflow automation. | |
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Problem Trend Analysis Provides analytics on problem occurrence and trends. |
Problem trend analytics are available as part of built-in reporting. | |
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Problem Reporting Enables detailed reporting on open, resolved, and recurring problems. |
Detailed reporting on problems (open, resolved, recurring) is a platform feature. | |
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Collaboration Tools Allows teams to collaborate with notes, attachments, and discussion threads on problems. |
Collaboration on tickets through notes, attachments, and comments is supported. | |
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Problem Lifecycle Automation Automates movement through problem statuses based on triggers and workflow. |
Cherwell facilitates lifecycle automation for problem statuses based on custom triggers. | |
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Audit Trail for Problems Logs all modifications and actions taken on a problem ticket. |
Comprehensive audit trails are maintained for all problem tickets. |
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Change Request Logging Captures and records all requests for change to IT infrastructure. |
Change request logging is supported in Cherwell's Change Management process. | |
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Workflow Customization Customizable multi-stage workflows for review, testing, and approval. |
Change workflow customization is a key selling feature for Cherwell ITSM. | |
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Impact and Risk Analysis Assesses possible impacts and risks of proposed changes. |
Impact and risk analysis of proposed changes are provided in the change management module. | |
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Change Calendar Visual display of planned changes to avoid conflicts. |
Change calendar for planned changes is provided in platform’s scheduling tools. | |
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Change Advisory Board (CAB) Integration Facilitates scheduling, voting, and documentation for CAB meetings. |
CAB integration for scheduling and documentation is supported by Cherwell. | |
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Automated Notifications Notifies stakeholders about change status and upcoming implementations. |
Automated notifications for changes are provided and configurable. | |
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Backout Planning Documentation and approval of rollback plans in case of failure. |
Backout (rollback) planning is documented as part of change management process. | |
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Change Approval Time Time required for a typical change request to be approved. |
No information available | |
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Change Collision Detection System warnings for potentially conflicting changes. |
Cherwell provides warning notifications for potentially conflicting changes. | |
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Change Documentation Attaches all supporting documentation, test results, and evidence. |
Change documentation is retained within the platform alongside each change request. | |
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Change Implementation Tracking Logs the application, outcome, and status of each change. |
Each change’s application, outcome, and status are tracked in Cherwell. | |
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Post-Implementation Review Supports structured review of change outcomes to capture lessons learned. |
Post-implementation review for changes is available in workflow options. | |
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Change Auditing Maintains a complete audit trail for compliance and control. |
Auditing of changes is a compliance feature in Cherwell ITSM. |
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Asset Inventory Management Central repository for all IT hardware, software, and virtual assets. |
Cherwell's Asset Management module supports IT asset inventory management. | |
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Auto-Discovery Automatically discovers and updates records of IT assets in the environment. |
Asset auto-discovery is possible via connectors and integrations. | |
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Configuration Management Database (CMDB) Repository of configuration items (CI) and their relationships. |
CMDB (Configuration Management Database) is provided within Cherwell platform. | |
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Asset Lifecycle Monitoring Tracks assets through procurement, deployment, maintenance, and retirement. |
Asset lifecycle monitoring is a feature of Cherwell Asset Management. | |
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Relationship Mapping Visual display of dependencies and relationships among assets and services. |
Visual relationship mapping tools are provided for asset and service dependencies. | |
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Change Impact Analysis Assesses which assets/services will be affected by proposed changes. |
Impact analysis for changes is available, leveraging configuration and relationship data. | |
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Software License Management Tracks license usage, compliance, and renewal requirements. |
Software license management tools included in asset management module. | |
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Asset Tagging Supports tagging and tracking of physical and digital assets. |
Assets can be tagged and tracked in the system. | |
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Integration with Procurement Systems Links asset records with purchasing/procurement data. |
Integration with procurement systems is supported. | |
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Asset Valuation Captures and updates current asset value over time. |
Asset valuation update features are provided as part of asset management. | |
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Audit Trails for Assets Tracks all changes and movements of each asset. |
Asset audit trails (full change/movement log) are a compliance feature. | |
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Bulk Asset Import/Export Facilitates batch upload and download of asset records. |
Bulk asset import/export is possible via CSV and integrations. |
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SLA Definition Engine Construction of detailed agreement terms, escalation paths, and penalties. |
Cherwell provides an SLA definition engine for detailed SLA construction. | |
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SLA Timer/Clock Realtime SLA countdown timer for each ticket/request. |
The system includes real-time SLA countdown and tracking features. | |
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Breach Notifications Automatic escalation and notifications when SLA targets are at risk. |
SLA breach notifications and escalations are available. | |
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Multi-tier SLA Support Allows different SLAs for different categories, users, or services. |
Multiple SLA tiers configurable per category/user in Cherwell. | |
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OLA/UC Management Supports OLAs (internal) and UCs (supplier) agreements/tracking. |
OLA/UC management is included for supplier and internal OLAs. | |
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SLA Reporting and Analytics Provides dashboards and exportable reports on SLA achievement and breaches. |
Dashboards and detailed SLA reporting/analytics are out-of-the-box. | |
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Out-of-hours SLA Configuration Considers support calendars in SLA timing. |
SLA calculations account for support calendars (out-of-hours configuration). | |
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Customer Communication Templates Reusable templates for proactive SLA-related communication. |
Standard customer communication templates are available for SLA-related updates. | |
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Real-time SLA Monitoring Monitors current SLA compliance for all open items. |
Real-time SLA monitoring through dashboards is a documented feature. | |
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SLA Policy Versioning Tracks changes and provides version control for SLA policies. |
SLA policies have version control in Cherwell. |
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REST API Support Full-featured, documented REST API for integration with external systems. |
REST API and web service interfaces are documented for Cherwell ITSM. | |
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Pre-built Connectors Off-the-shelf integrations with common IT systems (Active Directory, monitoring, email, etc.). |
Pre-built connectors for Active Directory, email, monitoring, etc. are available. | |
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Webhooks Supports push notifications to and from other systems based on events/triggers. |
Webhooks supported for outbound and inbound integration. | |
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Scripting and Automation Support Allows custom scripts or workflow configuration for advanced automation. |
Allows scripting and automation via the platform's automation engine. | |
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Marketplace for Add-ons Directory of available third-party integrations and add-ons. |
Marketplace for connectors/add-ons exists for Cherwell customers. | |
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Data Import/Export Tools Bulk data transfer between platforms with configurable mapping. |
Bulk data import/export tools are provided within the platform. | |
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Custom Field Support Ability to add custom data fields to objects in the system. |
Custom fields can be added to any object in Cherwell. | |
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Event-Driven Integration Engine Orchestrates business logic triggered by system events. |
Event-driven integration (triggers and business logic) supported. | |
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Open Authentication Standards Supports OAuth, SAML, or other secure authentication protocols for SSO/API usage. |
OAuth, SAML, and other standards supported for SSO/API usage. | |
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Integration API Rate Limit Maximum supported number of API requests per second. |
No information available |
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Role-based Access Control Configurable permissions based on user roles and responsibilities. |
Role-based access control (RBAC) is standard in Cherwell ITSM. | |
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Multi-factor Authentication Requires at least two authentication methods for access. |
Multi-factor authentication is available as an option through integrations. | |
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Single Sign-On (SSO) Integration with enterprise authentication providers for simplified secure access. |
Single Sign-On integration with enterprise authentication is available. | |
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Data Encryption at Rest All customer and system data is encrypted when stored. |
Data Encryption at rest is specified as a standard security feature. | |
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Data Encryption in Transit TLS or equivalent protection for all communication. |
Data is encrypted in transit via TLS/SSL protocols. | |
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Audit Logging Tracks every user action and system change for compliance. |
Audit logging tracks all actions and changes within the system. | |
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Compliance Certifications Supports PCI-DSS, SOX, GDPR, and other regulatory requirements. |
Cherwell supports compliance with standards like GDPR, SOX, and more (see documentation and vendor attestations). | |
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Regular Security Updates Receives frequent, automatic security patching and upgrades. |
Cherwell provides regular automatic and manual security updates. | |
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Access Review and Certification Tools to review and certify access rights regularly. |
Access review/certification tools are part of Cherwell's RBAC management. | |
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Data Retention Policies Configurable policies for automatic data archiving/deletion. |
Cherwell supports data retention policies that can be configured per organization. | |
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Anonymization and Masking Capability to mask or anonymize sensitive data sets for non-production uses. |
Data anonymization/masking supported for test/training environments. |
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Real-time Dashboards Live views of service health, workload, and open tickets across IT services. |
Live dashboards for workload and tickets are standard in Cherwell reporting. | |
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Custom Report Builder Allows creation of custom reports with selectable fields and filters. |
Custom report builder is a documented feature. | |
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Scheduled Reporting Automatic generation and delivery of reports at specified intervals. |
Scheduled reporting (automated, recurring) is supported. | |
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Historical Trend Analysis Identifies trends in service requests, incidents, and assets over time. |
Trend analysis available in the analytics and reporting modules. | |
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KPI Monitoring Tracks achievement of key performance indicators for teams and services. |
Cherwell includes KPI dashboards and tracking for IT performance. | |
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Drill-down Capabilities Users can drill into summary figures for detailed investigation. |
Users can drill down into data from summary dashboards for details. | |
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Export Options Download reports in common formats (CSV, PDF, XLS). |
Export to CSV, PDF, XLS for reports is supported. | |
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Report Sharing Shareable links or automatic email delivery to stakeholders. |
Reports can be shared via links or email with stakeholders. | |
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Data Visualization Tools Graphical presentations of metrics (charts, graphs, heatmaps). |
Visualization tools (charts, graphs) are included in reporting. | |
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Pre-Built Templates Common reports (SLA, volume, productivity) available out-of-the-box. |
Pre-built report templates are available covering common use cases. |
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Customizable User Interface Allows admins and users to adjust layouts, themes, and navigation. |
UI is customizable for layouts, themes, and navigation. | |
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Accessibility Compliance Conforms to standards (e.g. WCAG, Section 508) for users with disabilities. |
Cherwell seeks to meet major accessibility standards; see documentation for details. | |
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Localization/Multilingual Support Offers the interface in multiple languages for global teams. |
Multilingual support/localization is documented for the Cherwell platform. | |
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Mobile App Availability Native mobile applications for iOS and Android devices. |
Native mobile apps for iOS and Android are available. | |
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Performance/Snappiness Average system response time for UI actions. |
No information available | |
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Contextual Help & Tooltips Dynamic, in-app guidance for new or infrequent users. |
Contextual help and tooltips are included throughout the application. | |
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User Onboarding Tools Walkthroughs, checklists, and tutorials for new users. |
User onboarding utilities (walkthroughs and tutorials) are part of the self-service setup. | |
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Personalized Dashboards Users can create personal views of important metrics and tickets. |
Personalized dashboards can be configured per-user. | |
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Unified Search Cross-module, full-text search functionality. |
Unified, cross-module search is available as a global feature. | |
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Notification Preferences Users can customize their notification settings per medium and event. |
Notification preferences are customizable per user. |
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Multi-tenancy/Partitioning Supports multiple departments, subsidiaries, or brokerage entities within a single solution. |
Multi-tenancy and partitioning are supported for service providers and complex orgs. | |
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User Role and Permission Management Fine-grained control over what each user can view and do. |
Fine-grained user role and permission management available in administration. | |
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Bulk User Import/Provisioning Systematic onboarding of users from directories or CSV imports. |
Bulk user import is available through connectors or CSV import. | |
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High Availability Architecture supports clustering and failover to ensure service continuity. |
High availability (HA) options exist for enterprise deployments. | |
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Data Backup & Recovery Automated, scheduled system backups with recovery procedures. |
Data backup and recovery procedures are vendor-supported. | |
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Disaster Recovery Time Objective (RTO) Maximum allowed downtime in case of major outage. |
No information available | |
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Disaster Recovery Point Objective (RPO) Maximum allowed data loss measured in time. |
No information available | |
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Scalable Architecture Can support rapid growth in user base and transaction volumes. |
Platform advertises scalable, enterprise-grade architecture. | |
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24/7 Vendor Support Availability Availability of live or ticket-based vendor support any time. |
24/7 vendor/ticket support is provided for Cherwell ITSM. | |
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Release and Patch Management Automated rollout and rollback processes for updates. |
Patch and upgrade management processes are available for Cherwell deployments. | |
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Monitoring and Alerting Proactive alerts for outages, system errors, or abnormal activity. |
System monitoring and alerting tools are built-in and can be integrated with external solutions. |
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