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.