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
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.