Cherwell Service Management

Basic Information

Ivanti Cherwell Service Management (CSM) is an IT Service Management (ITSM) platform designed to automate and streamline service management workflows across an enterprise. It supports various service activities beyond IT, including HR, Facilities, Information Security, and Project Management.

• Model: Cherwell Service Management (CSM)
• Version: Latest supported version is 2023.3.
• Release Date: Versions are released periodically; for example, 2024.1.1 in July 2024, 2024.1.2 in October 2024, 2024.1.3 in December 2024, and 2025.2 in June 2025.
• Minimum Requirements:
  • Client: Dual Core CPU, 3 GB RAM (4 GB recommended), 1.5 GB free disk space (2 GB recommended).
  • Server (on-premises): Dual Core CPU (4 core recommended), 4 GB RAM (6 GB recommended), 5 GB free disk space (10 GB recommended).
• Supported Operating Systems:
  • Client: Windows 10 x64, Windows 8.1 x64 (Pro or Enterprise editions). Cherwell Service Management version 2022 and higher support Windows 11.
  • Server: Windows Server 2022, Windows Server 2019, Windows Server 2016, Windows Server 2012 R2, Windows Server 2012.
• Latest Stable Version: 2023.3, with support ending in June 2025. Newer versions like 2024.1.x and 2025.2 have later support end dates.
• End of Support Date: Technical support for various versions ends progressively. For instance, support for 2023.1 ended in September 2024. Support for version 2023.3 ends in June 2025. Technical support for version 2025.2 ends December 2026.
• End of Life Date: Cherwell Service Management reaches its official End-of-Life (EOL) on December 31, 2026.
• License Type: Concurrent or floating license model, where a fixed number of licenses are shared among users.
• Deployment Model: Available as a Software-as-a-Service (SaaS) solution or through on-premise deployment.

Technical Requirements

Ivanti Cherwell Service Management has specific technical requirements for both client and server installations to ensure optimal performance.

• RAM:
  • Client: Minimum 3 GB, with 4 GB or more recommended for certain actions like creating Language Packs.
  • Server: Minimum 4 GB, with 6 GB or more recommended.
• Processor:
  • Client: Minimum Dual Core CPU or equivalent.
  • Server: Minimum Dual Core CPU or equivalent, with 4 cores recommended for heavy transaction rates and workflow/escalation usage.
• Storage:
  • Client: Minimum 1.5 GB free disk space, with 2 GB recommended.
  • Server: Minimum 5 GB free disk space, with 10 GB recommended. For the database, a minimum of 100 GB is recommended, with 10 GB for 20,000 configuration items.
• Display: Not explicitly specified, but standard modern display resolutions are generally supported for desktop clients and web portals.
• Ports: Specific network ports are required for communication between client, application server, and database server, typically including standard web (HTTP/HTTPS) and database (SQL) ports.
• Operating System:
  • Client: Windows 10 x64, Windows 8.1 x64 (Pro or Enterprise). Windows 11 is supported for versions 2022 and higher.
  • Server: Windows Server 2022, 2019, 2016, 2012 R2, 2012.

Analysis of Technical Requirements: The requirements are moderate for a modern enterprise application, indicating that CSM can run on widely available hardware. The recommendation for higher RAM and processor cores on the server side suggests that performance scales with increased workload, particularly for complex workflows and high transaction volumes. The emphasis on SQL Server for the database highlights its reliance on robust database management for data integrity and performance. The support for various Windows Server versions provides flexibility for on-premises deployments. Client requirements are typical for business applications, ensuring broad compatibility with user workstations.

Support & Compatibility

Ivanti Cherwell Service Management offers various levels of support and compatibility, though its end-of-life announcement significantly impacts future considerations.

• Latest Version: Cherwell Service Manager 2025.2, released June 2025.
• OS Support:
  • Client: Windows 10 x64, Windows 8.1 x64 (Pro or Enterprise). Windows 11 is supported for versions 2022 and higher.
  • Server: Windows Server 2022, 2019, 2016, 2012 R2, 2012.
  • Browsers: Current versions of Google Chrome, Microsoft Edge, Internet Explorer 11+, Firefox (CSM Portal only), and Safari (Mac only). Mobile browsers include Safari on iOS and Chrome on Android.
• End of Support Date: Technical support for specific versions varies. For instance, support for 2023.3 ends in June 2025. Full technical support for Cherwell Service Manager 2025.2 ends December 2026. Ivanti will not renew contracts for unsupported versions.
• Localization: Cherwell Service Management supports multiple languages.
• Available Drivers: Integrates with Microsoft SQL Server (2019, 2017, 2016, 2014).

Analysis of Overall Support & Compatibility Status: The overall support and compatibility status for Ivanti Cherwell Service Management is in a transitional phase due to its announced End-of-Life (EOL) on December 31, 2026. While current versions maintain compatibility with recent operating systems and browsers, Ivanti is actively encouraging migration to Ivanti Neurons for ITSM. Older versions are no longer supported or eligible for renewal, and on-premises customers using unsupported versions will not receive Ivanti support. Cloud customers on unsupported versions face deactivation of their environments if they do not upgrade or migrate. This indicates a declining support trajectory, with resources shifting towards Ivanti's newer platforms.

Security Status

Ivanti Cherwell Service Management incorporates security measures, but its approaching end-of-life raises concerns about long-term security posture.

• Security Features:
  • Attachment Validation: Server validates file extensions when filtering attachments, verifying email and record attachments to prevent cross-site scripting attacks.
  • One-Step Action Security: One-Step Action execution in the CSM Portal is updated, and edit commands require a license.
  • Access Control: Fixes ensure the CSM Desktop Client does not launch attachments if the user's security group lacks permission.
  • CSRF Protection: ShowLogin and CancelLogin APIs are protected against Cross-Site Request Forgery (CSRF) and cross-domain referer leakage.
  • URL Link Security: Addresses security issues with URL links reflecting script code.
• Known Vulnerabilities: It is always recommended to be on the most current version of CSM to ensure all security patches are applied. Older versions may have known bugs or vulnerabilities. Ivanti products generally have security advisories, and staying updated is crucial.
• Blacklist Status: No specific blacklist status found for Cherwell Service Management itself, but Ivanti products have had vulnerabilities reported.
• Certifications: Ivanti, as a vendor, provides Pen Test summaries, ISO 27001, and SOC 2 certifications, along with HIPAA security reports. Cherwell is an ITIL-certified tool.
• Encryption Support: Supports Transport Layer Security (TLS) 1.2.
• Authentication Methods: Integrates with Active Directory for user account management. Supports multi-factor authentication and single sign-on solutions.
• General Recommendations: Ivanti recommends upgrading to the latest version to ensure all current security patches are in place. Organizations should plan for migration to a supported platform like Ivanti Neurons for ITSM before the EOL date to avoid increasing cybersecurity risks.

Analysis on Overall Security Rating: Cherwell Service Management includes built-in security features to protect against common web vulnerabilities like cross-site scripting and CSRF. Ivanti, the parent company, demonstrates a commitment to security through certifications and security-focused product lines. However, the impending End-of-Life (EOL) for Cherwell Service Management on December 31, 2026, poses a significant long-term security risk. After this date, the product will no longer receive security updates, making it increasingly vulnerable to new threats and compliance issues. Therefore, while current supported versions offer reasonable security, the overall security rating declines rapidly as the EOL approaches, necessitating migration to a actively supported solution.

Performance & Benchmarks

Ivanti Cherwell Service Management is designed for global, distributed organizations with high transaction volumes.

• Benchmark Scores: Specific benchmark scores are available upon request from Ivanti.
• Real-World Performance Metrics:
  • Scalability: Architected to meet demands of high-volume transactions.
  • Performance Issues: Some users report performance issues, especially with large databases or extensive technician groups.
  • Automation: Praised for streamlining processes and enhancing efficiency through automation capabilities.
• Power Consumption: Not specifically detailed, but typical for enterprise software running on standard server infrastructure.
• Carbon Footprint: Not specifically detailed, depends on deployment model (on-premises vs. cloud) and underlying infrastructure efficiency.
• Comparison with Similar Assets:
  • Ivanti Neurons for ITSM: Cherwell is seen as having robust features, while Ivanti Neurons for ITSM offers competitive pricing and customer support satisfaction. Ivanti Neurons focuses on AI-driven automation and proactive service resolutions.
  • Customization: Cherwell offers extensive customization and a low-code/no-code approach, allowing tailored workflows and forms.
  • Integration: Cherwell supports seamless API integrations. However, some users find integrations not easy to create and manage.
  • User Interface: Some feedback indicates Cherwell's interface can be outdated compared to modern ITSM solutions.

Analysis of Overall Performance Status: Cherwell Service Management is built for demanding enterprise environments, with architecture supporting high transaction rates. Its automation features are a significant strength, contributing to efficiency. However, user feedback points to potential performance bottlenecks with large datasets or numerous users, and some find its interface less modern. While Ivanti conducts internal performance testing, specific public benchmarks are not readily available. The platform's performance is generally considered adequate for its intended use, but its future development is limited due to the EOL, with Ivanti focusing on its Neurons platform for advanced features and performance optimizations.

User Reviews & Feedback

User reviews and feedback for Ivanti Cherwell Service Management highlight its strengths in customization and automation, alongside concerns regarding performance and its end-of-life status.

• Strengths:
  • Customization: Highly praised for extensive customization options, low-code/no-code development, and the ability to tailor form fields, workflows, and interfaces to specific needs. Users appreciate the freedom to develop custom objects.
  • Automation: Strong automation capabilities, including workflow automation for incident management and email handling, are highly valued for streamlining processes and improving efficiency.
  • User-Friendly Interface: Many users find the system intuitive, particularly for ticketing, equipment access, and call stacks.
  • Mergeable Applications (mApps): A unique feature allowing users to share and implement custom applications and enhancements without affecting core system functionality.
• Weaknesses:
  • End-of-Life (EOL): The announcement of Cherwell's EOL by December 2026 is a major concern, leading to dissatisfaction and a push towards Ivanti Neurons.
  • Performance Issues: Some users experience performance problems, especially with large databases or numerous technicians.
  • Outdated Interface: The user interface is sometimes described as outdated and lacking modern capabilities like responsive forms and CSS styling for web portals.
  • Integration Challenges: While offering API integrations, some users find creating and managing them difficult.
  • Reporting Engine: The built-in reporting engine is considered hard to use and resource-intensive.
• Recommended Use Cases: Cherwell Service Management is well-suited for organizations requiring a highly customizable ITSM solution to automate service delivery across various departments. Its codeless configuration makes it appealing for teams needing flexibility without extensive coding knowledge. It is effective for managing incidents, service requests, and change management processes.

Summary

Ivanti Cherwell Service Management (CSM) is a robust, highly customizable IT Service Management platform known for its low-code/no-code development environment and powerful automation capabilities. It excels in allowing organizations to tailor workflows, forms, and integrations to their specific needs, extending its utility beyond IT to other enterprise service functions. Users frequently praise its intuitive interface for core ITSM tasks and its unique Mergeable Applications (mApps) for sharing custom functionalities.

However, the asset faces a critical juncture with its announced End-of-Life (EOL) on December 31, 2026. This decision by Ivanti, following its acquisition of Cherwell, shifts focus and resources to the Ivanti Neurons for ITSM platform. Consequently, support for older Cherwell versions is phasing out, and even the latest versions have defined end-of-support dates leading up to the EOL. This creates significant challenges for existing customers, including increasing cybersecurity risks due to a lack of future security updates post-EOL and potential compatibility issues with evolving operating systems and browsers.

While Cherwell offers solid security features like attachment validation and CSRF protection, and supports standard encryption and authentication methods, its long-term security posture is compromised by the EOL. Performance is generally adequate for high-volume environments, but some users report issues with large databases and an outdated user interface. The licensing model is concurrent, and deployment options include both SaaS and on-premises.

In summary, Ivanti Cherwell Service Management is a capable ITSM solution with strong customization and automation features that have served many organizations effectively. Its primary strength lies in its adaptability and user-friendly configuration. However, its impending EOL is a major weakness, necessitating a migration strategy for current users. Organizations considering Cherwell must acknowledge its limited future support and plan for a transition to an actively developed platform, such as Ivanti Neurons for ITSM, to ensure continued security, compatibility, and access to vendor support.

Information provided is based on publicly available data and may vary depending on specific device configurations. For up-to-date information, please consult official manufacturer resources.