- Installing
The installer provides all the elements and tools needed to successfully install or update CSM.
- Application Security
CSM application security provides powerful, granular, and set-in layers to secure people, functionality, data, environment, and sharing.
- Authentication Methods
CSM provides four methods for authenticating users: internal, LDAP/Active Directory, Security Assertion Markup Language (SAML), and Windows authentication.
- Global Settings
Global settings control how CSM looks and behaves by default for all users or in some cases, users assigned to specific Roles. Configure Global settings from CSM Administrator.
- Developing in CSM
CSM allows for concurrent development. This means multiple designers can simultaneously work on system changes, which is an essential technique for increasing the productivity of large IT organizations. In CSM, simple and complex system configuration is done using Blueprints or mApp® Solutions.
- Blueprints
A Blueprint is a working copy of changes to your CSM system definitions (Business Objects, Fields, Forms, Grids, etc.) that allows you to make offline changes and then publish them to your live system at a later time.
- mApp Solutions
A mergeable application (mApp) Solution is a bundle of CSM system definitions (Business Objects/Fields, Forms, Grids, Relationships, Actions/One-Step Actions, Saved Searches, etc.), along with merge instructions, that allows definitions to be transferred between databases and functionality to be merged.
- Automation Processes
Automation Processes allow you to automate behavior by creating rules for the system to follow. For example, you can automate the process for sending a notification to a requester when an Incident is closed.
- Webhooks
Use webhooks to integrate CSM with external tools using HTTP POST methods to send data to a CSM webhook endpoint. A One-Step Action assigned to each endpoint determines how the data is consumed by CSM.
- Scheduler
The Scheduler is a tool that automatically runs defined actions (called Scheduled Items) on a scheduled basis (example: Back up the database every night at midnight).
- Data and Database Tools
A variety of tools are provided to help you configure and manage your CSM database. Tools for importing data into CSM are also provided.
- Email Configuration
CSM supports sending and receiving email in several different formats (POP3/SMTP, IMAP/SMTP, and Microsoft® Exchange).
- System Analyzer
The System Analyzer is a tool that allows you to track behind-the-scene operations in a live environment directly from the CSM Desktop Client. Open the System Analyzer in the CSM Desktop Client ().
- Performance
Cherwell® Service Management is architected to meet the demands of global, distributed organizations that handle a high volume of transactions. To ensure ongoing responsiveness and stability over high-demand workloads, the Cherwell Performance Team conducts regular testing using environments configured to ensure comparative results across multiple versions of CSM.
- Server Tools
Server Tools include the Server Manager and command-line options.
- Scaling CSM
There are two ways to scale CSM. One is to horizontally scale high-impact services, such as the Automation Process and the Email and Event Monitor. The other is to implement a server farm to load balance the CSM web applications.
- Trusted Agent
Trusted Agent offers cross-network access between CSM servers and other private resources, such as LDAP directories, mail servers, and relational databases. An enabled Trusted Agent connects to CSM servers using firewall friendly protocols. The CSM servers then call the Trusted Agent to perform operations on their behalf.
- Globalization
You can use Globalization tools to translate text, referred to as "strings," into one or more languages. This ensures that Users can use a single CSM installation to view the same data in multiple languages.
- Administrative Resources
There are various methods for linking to CSM items from within CSM clients, from email messages, and in other applications. In some cases, you need an internal record ID, or RecID, to correctly construct URLs.
- Machine Learning
Machine learning allows you to train a classification model that analyzes the content of a field and makes a prediction about a different field. The machine learning model can autopopulate the prediction or a score that measures the confidence in the prediction.