Considerations for CSM SaaS Implementation
Using a hosted implementation of CSM has benefits that on-premises installations do not have. However, there are a few differences in users' ability to control the product.
Some features described in the Cherwell Product Documentation are only available to users on an on-premises system. To ensure the security of the hosted environment, some other features require users with software as a service (SaaS) implementations of CSM to coordinate with Cherwell Support.
The following
CSM
functionality is not available for SaaS customers:
- Database server object management, including accessing, creating, editing, or deleting
- Configuring database file settings
- Creating CSM database views
- Performing database system maintenance, which includes:
- Shrinking the event log
- Rebuilding full-text search catalog
- Modifying or deleting the CSDAdmin or CherwellServices accounts in the User Manager
- Linking new Business Objects to an external database
The following actions must be coordinated with
Cherwell
Support:
- Configuring the Log Viewer
- Installing the Trusted Agent Hub
- Restoring a database
- Configuring a SAML integration
- Penetration testing
- Upgrading CSM
- Creating encryption keys
Note: SaaS users must sign a Field-Level Encryption addendum before working with Cherwell Support to create encryption keys.
The following activities are available for SaaS customers after
Cherwell
installs and configures the Trusted Agent Hub:
- Using Trusted Agent to provide secure access between private network and Cherwell data center
- Configuring a Trusted Agent to use printers on their remote network
- Using
One-Step™
Actions
with Trusted Agent to perform the following tasks:
- Run a program
- Write to a file
- Excel merge
- Call a web service
SaaS customers can start/stop/restart CSM services and restart CSM Web Applications from the Cherwell Self-Service Portal. For more information, see Start/Stop/Restart a CSM Server, or Restart a Web Application from the Server Manager.