Technology Partner
Cherwell Service Management
Ivanti have announced that Cherwell will be coming to the end of life in 2026. You can read more ABOUT THIS ANNOUNCEMENT below and also on our FAQ page.
The replacement for your existing Cherwell system needs to go-live in
21 months : 18 days
The current situation with Cherwell
Midway through 2023, Ivanti notified the market of the end-of-life (EOL) and end-of-support of the Cherwell Service Management platform at the end of 2026. All Cherwell customers should have commenced high-level planning and be considering alternative options.
If your organisation is a current Cherwell customer but you’re not a Service Dynamics client,
please reach out to discuss how we can advise you on your migration journey to a new IT or Enterprise Service Management platform.
Recommendations for Cherwell customers
With the clock ticking on the Cherwell EOL, many customers are urgently planning and researching viable alternatives and redefining their requirements. Q1 2025 is when things will heat up and customers will be making their next platform selections and investment decisions, with the second-half of 2025 being targeted for design-and-implementation work programs.
When it comes to new platforms, Cherwell customers have a number of options;
ServiceNow:
Transitioning to the Enterprise Service Management market leader offering the enterprise a platform of strategic value.
Atlassian Jira Service Management (JSM):
Ideal for organisations of all sizes, JSM offers customers an Enterprise Service Management solution which is highly configurable, cost-effective, and aligned to existing investments and knowledge of Jira and Confluence.
HaloITSM:
For customers wanting a competitive, all-inclusive, ITIL-aligned and easily configured solution that can be implemented rapidly.
Ivanti Service Management (ISM):
Staying in the Ivanti portfolio affording a cost-effective migration and the ability for their current CSM environment to run in parallel to a new ISM solution.
Cherwell Perpetual Licensing:
Staying on the Cherwell platform on-premises for several more years acknowledging that technical support will be all-care-no-responsibility after 2026. Service Dynamics is currently working closely with our existing Cherwell clients and discussing platform options, fitness-to-requirements, desired future state, and commercial considerations.
Buyers Guide to Enterprise Service Management Platforms
Download our Enterprise Service Management Buyers Guide, summarising the key features, functions, and benefits of the platform solutions we support.
Cherwell Migration – Frequently Asked Questions
What is happening to Cherwell Service Management?
Ivanti has announced that Cherwell Service Management will reach end-of-life by December 31, 2026. This means Cherwell will no longer receive updates, patches, or official support beyond that date. If you're still using Cherwell, it's essential to start planning your migration to a modern ITSM platform now to avoid disruption and ensure long-term support and scalability.
Who can assist us with migrating from Cherwell?
Service Dynamics is a New Zealand-based ITSM consultancy with extensive experience migrating customers from Cherwell to modern platforms like Jira Service Management (Atlassian), ServiceNow, HaloITSM, and Ivanti Neurons for ITSM. We provide full end-to-end migration services, including platform selection, process redesign, data migration, implementation, and user training.
Can you work outside of New Zealand
Absolutely. While we’re proudly based in New Zealand, we regularly support clients across Australia, the UK, and other English-speaking countries. Our consultants are fluent English speakers and experienced in working with international teams across different time zones. Working with a New Zealand-based team also offers cost advantages, particularly for clients in Australia, the US, or the UK — our services are often more cost-effective due to the favourable New Zealand exchange rate, without compromising on quality or expertise.
What platforms can I migrate to from Cherwell?
We support migrations from Cherwell to the following platforms:
- Jira Service Management (ideal for agile and collaborative teams)
- ServiceNow (enterprise-grade platform with deep functionality)
- HaloITSM (modern, cost-effective, and user-friendly)
- Ivanti Neurons for ITSM (for continuity within the Ivanti ecosystem)
We’ll work with you to assess your business needs and recommend the right-fit solution.
How long does a Cherwell migration take?
The timeline depends on the complexity of your current environment, data, integrations, and the chosen target platform. Most migrations take 12 weeks to 6 months, this process includes - platform selection, process redesign, implementation, planning, configuration, testing, and go-live.
Will we lose our data during the migration?
No — we use proven migration methods to extract, clean, transform, and load your data securely into your new platform. We ensure your service history, configuration data, and critical records are preserved or mapped effectively.
Can you help us choose the right ITSM platform?
Absolutely. We offer platform-agnostic advice and guide you through selecting the solution that best aligns with your business goals, team size, budget, and integration needs.
What makes Service Dynamics different?
We’re one of ANZs most trusted ESM partners, with:
- Deep experience in Cherwell architecture and migration
- Certified consultants across Ivanti, Atlassian, ServiceNow, and Halo
- A focus on real business outcomes, not just technical delivery
- We help you find the right-fit solution for your business, not a one-size-fits-all platform.
- A commitment to user adoption and continuous improvement
Can you help us upgrade to a supported version of Cherwell in a cost-effective manner?
Yes — we’ve been working with Cherwell for over 10 years and have helped many organisations upgrade to supported versions efficiently and with minimal disruption. Our team follows a trusted upgrade framework that includes:
- Pre-upgrade health checks
- Compatibility assessments for custom objects, dashboards, and automation
- Upgrade path planning based on your environment
- Testing, rollout, and post-upgrade validation
We’ll help you stay supported and secure while ensuring the upgrade is cost-effective and aligned with your roadmap — whether you're staying short-term or planning for a full migration.
How do we get started?
Just get in touch! We’ll begin with a free consultation to understand your environment, timelines, and goals — and provide a tailored migration roadmap.
Archiving your Cherwell data
Most Cherwell customers will need for a data back-up / archive solution that allows the historic data in their CSM database to be;
- retained onsite and
- able to be viewed on request to support their organisation’s risk-policy, audit, compliance, and/or regulatory requirements.
Service Dynamics has developed a service-solution that gives Cherwell customers a data back-up and archive which is searchable and viewable using our bespoke Viewer utility.
Having completed a few of these engagements we can now offer a standard service regardless of the size and configuration complexity of your CSM environment.
If this service is of value to your organisation - whether or not, you are an existing Service Dynamics client or wherever you are in the world, please reach out to us below.
