Cherwell Service Management

Cherwell Service Management (acquired by the massive endpoint management titan Ivanti) is a highly unique, deeply entrenched, and fiercely beloved platform that built a massive cult following around its "Codeless Architecture and Infinite Flexibility." While ServiceNow requires highly paid JavaScript developers to customize its workflows, Cherwell was explicitly designed so that a Business Analyst could completely rebuild the platform without writing a single line of code. The absolute core superpower of Cherwell is its "MApp (Mergeable Applications) Architecture." If a university wants to build a completely custom ticketing system for their facilities department (e.g., 'Fix the broken AC unit'), they don't need a developer. They visually drag and drop the fields, workflows, and database tables in Cherwell. Because it offers staggering ITIL compliance, deep on-premise capabilities, and a radically disruptive concurrent-licensing model (where you only pay for agents logged in at the same time, not total headcount), Cherwell remains a massive staple for budget-conscious universities, local governments, and mid-market enterprises.