Cherwell Service Management is a comprehensive service desk platform that VCU currently leverages for Incident Management, Request Fulfillment, Problem Management, Change Management, and Service Catalog Management. VCU Technology Services launched Cherwell in December of 2019. In addition to IT Service Management, Cherwell is designed to support many other non IT areas including HR Case Management, Project and Portfolio Management, Facilities Management, and more. In June of 2020, VCU TS in partnership with HR will be launching HR Case Management with a roll out to the VCU community coming later in 2020.
The IT Support Portal provides students, faculty and staff access to a list of IT Services supported across the university and the ability to request services, or report issues with a service. To learn more able the use of the new IT Support Customer Portal, a user Guide is available for review.
Cherwell training is available to IT Analysts via video recording for those who were not able to attend the scheduled training. The IT Analyst Cherwell Quick Reference Guide is available to all who use the Cherwell Service Management System. The Guide provides access to the basic functionality of the system. Features will be added as the tool is developed.
- Cherwell Incident/Request Training - Recorded 11/14/2019
The Cherwell HR Analyst tutorials have been created to provide step by step instructions on how to access, create and manage an HR Case.