{"id":1619,"date":"2025-09-01T23:24:09","date_gmt":"2025-09-02T02:24:09","guid":{"rendered":"https:\/\/4matt.com.br\/?p=1619"},"modified":"2026-07-05T23:28:53","modified_gmt":"2026-07-06T02:28:53","slug":"end-of-cherwell","status":"publish","type":"post","link":"https:\/\/4matt.com.br\/en\/fim-do-cherwell\/","title":{"rendered":"End of Cherwell: How to migrate to ServiceNow safely"},"content":{"rendered":"
\n

The end of Cherwell has a set date: Ivanti has scheduled the End of Life for Cherwell Service Management (CSM) and Cherwell Asset Management (CAM) for December 31, 2026. For companies that still use Cherwell in ITSM processes, Service Desk, requests, incidents, changes, problems, assets, or customized workflows, this deadline requires immediate planning for migration, data governance, and operational continuity.<\/p>\n<\/div>\n

The end of Cherwell represents a strategic decision for CIOs, IT leaders, Service Desk managers, those responsible for digital governance, and operations teams. The issue is not simply replacing an end-of-life tool, but avoiding risks to security, compliance, support, integration, and continuity in critical service management processes.<\/p>\n

In practice, discontinuing Cherwell creates a limited window to evaluate alternatives, review processes, map customizations, address historical data, redesign integrations, and prepare for the transition to a modern ITSM and Enterprise Service Management platform.<\/p>\n

For organizations looking to evolve their operations, migrating from Cherwell to ServiceNow can transform a risk of obsolescence into a modernization opportunity: process review, improved user experience, workflow automation, strengthened CMDB, ITOM integration, and the creation of an operational foundation ready for AI.<\/p>\n

What does the end of Cherwell mean?<\/h2>\n

The end of Cherwell means that Cherwell Service Management will no longer have a regular cycle of evolution, official support, and strategic continuity from the manufacturer after the End of Life date. Ivanti lists Cherwell Service Management (CSM) and Cherwell Asset Management (CAM) as End of Life on December 31, 2026.<\/p>\n

This doesn't necessarily mean that all environments will cease to function technically the next day. However, operating a critical platform without official support, product evolution, and regular patches increases the company's exposure to operational risks, security issues, compliance problems, availability concerns, and reliance on legacy knowledge.<\/p>\n

For IT areas, the central point is simple: processes for service, incidents, changes, requests, knowledge, assets, SLAs, integrations, and reports should not depend on a discontinued platform.<\/p>\n

Why did Cherwell appear in End of Life?<\/h2>\n

Cherwell Service Management was for many years a relevant ITSM platform, recognized for its flexibility, configurability, and use in Service Desk operations. After Ivanti acquired Cherwell, the manufacturer's strategy shifted to focus its evolution on other products in its portfolio, making the End of Life of Cherwell a natural consequence of technological rationalization.<\/p>\n

For corporate clients, the impact is direct: the platform ceases to be a recommended foundation for future growth. Even if the current environment continues to support existing processes, the company begins to face increasing limitations in innovation, modern integrations, automation, security, governance, and digital experience.<\/p>\n

Timeline of the end of Cherwell<\/h2>\n\n\n\n\n\n\n\n\n\n
Date<\/th>\nMarch<\/th>\nImpact for companies<\/th>\n<\/tr>\n<\/thead>\n
October 31, 2023<\/td>\nCherwell Service Management End of Life Communication<\/td>\nFormal start of the planning window for clients.<\/td>\n<\/tr>\n
2024 and 2025<\/td>\nTransition period and support for eligible versions.<\/td>\nThe need to assess the current environment, risks, and alternatives.<\/td>\n<\/tr>\n
2026<\/td>\nLast year before closure<\/td>\nCritical moment for conducting assessments, migration, and go-live.<\/td>\n<\/tr>\n
December 31, 2026<\/td>\nEnd of Life of Cherwell Service Management and Cherwell Asset Management<\/td>\nEnd of official support as a strategic platform.<\/td>\n<\/tr>\n
After 2026<\/td>\nOperation on legacy platform without official evolution.<\/td>\nGreater risk to security, compliance, integration, and continuity.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

What risks arise from keeping the Cherwell after the end of its life?<\/h2>\n

Maintaining Cherwell after End of Life may seem like a way to postpone migration costs, but it typically transfers the risk to operations. The more critical the platform is to the business, the greater the potential impact of discontinuation.<\/p>\n\n\n\n\n\n\n\n\n\n\n
Risk<\/th>\nDescription<\/th>\nPotential impact<\/th>\n<\/tr>\n<\/thead>\n
Security<\/td>\nReduction or absence of official corrections after the life cycle.<\/td>\nIncreased exposure to cyber vulnerabilities and risks<\/td>\n<\/tr>\n
Compliance<\/td>\nUsing a solution without support in critical processes.<\/td>\nQuestions arising from audits, risk assessments, and internal controls.<\/td>\n<\/tr>\n
Continuity<\/td>\nDependency on legacy platform for incidents, changes, and requests.<\/td>\nOperational risk in case of failure, unavailability, or loss of knowledge.<\/td>\n<\/tr>\n
Integrations<\/td>\nDifficulty in maintaining legacy connectors, APIs, and integrations.<\/td>\nFailures with CMDB, monitoring, identity, ERP, BI, and endpoint tools.<\/td>\n<\/tr>\n
Costs<\/td>\nThe need for specialized support is becoming increasingly scarce.<\/td>\nIncreased cost to maintain old operation.<\/td>\n<\/tr>\n
Innovation<\/td>\nLimitations for automation, AI, analytics, and digital experience.<\/td>\nLoss of productivity and technological obsolescence<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

Why migrate from Cherwell to ServiceNow?<\/h2>\n

ServiceNow is one of the leading global platforms for enterprise service management, workflow automation, and operational transformation. For companies that need to replace Cherwell, the platform allows them to go beyond traditional ITSM and connect processes across service, operations, assets, CMDB, security, governance, customer service, HR, and enterprise services.<\/p>\n

Migrating from Cherwell to ServiceNow is especially relevant when a company seeks standardization, scalability, automation, integration with operational data, and an AI-ready foundation. Instead of simply replacing screens and forms, the organization can redesign its service operations with a focus on value, efficiency, and governance.<\/p>\n\n\n\n\n\n\n\n\n\n\n
Criterion<\/th>\nCherwell<\/th>\nServiceNow<\/th>\n<\/tr>\n<\/thead>\n
Life cycle<\/td>\nProduct at End of Life<\/td>\nA platform in continuous evolution.<\/td>\n<\/tr>\n
Scalability<\/td>\nLimited by legacy, customizations, and discontinuation strategy.<\/td>\nHigh scalability for ITSM, ITOM, CSM, HRSD, SecOps, ITAM, IRM and SPM<\/td>\n<\/tr>\n
Automation<\/td>\nDependent on the existing configuration and architecture.<\/td>\nDigital workflows, orchestration, portal, catalog, integrations, and AI.<\/td>\n<\/tr>\n
CMDB<\/td>\nDependent on the level of maturity implemented by the client.<\/td>\nIntegrated database with CSDM, Discovery, Service Mapping, ITOM, and ITAM.<\/td>\n<\/tr>\n
Experience<\/td>\nExperience conditioned by legacy and customizations.<\/td>\nModern portal, self-service, mobile, catalog, and omnichannel experience.<\/td>\n<\/tr>\n
Strategy<\/td>\nRisk of obsolescence<\/td>\nFoundation for Enterprise Service Management and digital operations<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

Migrating is not about copying Cherwell into ServiceNow.<\/h2>\n

One of the biggest risks of a migration is trying to exactly replicate the old environment on the new platform. This approach preserves legacy problems, excessive customization, low data quality, inefficient workflows, and service models that no longer reflect the current needs of the business.<\/p>\n

The migration from Cherwell to ServiceNow should be treated as an operational modernization program. This means evaluating what should be retained, redesigned, automated, discarded, or transformed. The goal is to move from an end-of-life tool to an enterprise platform capable of supporting growth, governance, productivity, and innovation.<\/p>\n

What should you consider before migrating from Cherwell?<\/h2>\n

Before initiating the transition, it is recommended to perform an assessment of the Cherwell environment. This assessment should map processes, integrations, customizations, data, reports, SLAs, access profiles, catalogs, dependencies, and continuity risks.<\/p>\n\n\n\n\n\n\n\n\n\n\n\n
Analysis front<\/th>\nWhat to evaluate<\/th>\n<\/tr>\n<\/thead>\n
Processes<\/td>\nIncidents, requests, changes, problems, knowledge, SLAs, approvals, and escalations.<\/td>\n<\/tr>\n
Customizations<\/td>\nSpecific objects, forms, fields, rules, automations, scripts, and workflows.<\/td>\n<\/tr>\n
Integrations<\/td>\nEmail, identity, monitoring, CMDB, ERP, BI, endpoint tools, observability, and security.<\/td>\n<\/tr>\n
Data<\/td>\nActive tickets, history, attachments, users, groups, categories, knowledge articles, and evidence.<\/td>\n<\/tr>\n
Governance<\/td>\nOperating model, ownership, roles, responsibilities, controls, and committees.<\/td>\n<\/tr>\n
Experience<\/td>\nPortal, catalog, self-service, notifications, service journeys, and end-user experience.<\/td>\n<\/tr>\n
Reports<\/td>\nSLAs, KPIs, executive dashboards, operational indicators, and regulatory reports.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

Roadmap for migrating from Cherwell to ServiceNow<\/h2>\n

A secure migration requires methodology, governance, and business acumen. The project must balance speed with risk control, avoiding both analysis paralysis and a rushed transition without data quality and adequate testing.<\/p>\n

    \n
  1. Assessment of the current environment:<\/strong> Map the processes, integrations, customizations, data, risks, and dependencies of Cherwell.<\/li>\n
  2. Strategy definition:<\/strong> Establish scope, migration waves, success criteria, risks, cutover plan, and governance model.<\/li>\n
  3. Process redesign:<\/strong> Review incidents, requests, changes, problems, catalog, SLAs, approvals, and user experience.<\/li>\n
  4. ServiceNow Architecture:<\/strong> Define modules, data model, CMDB, CSDM, integrations, security, profiles, and solution architecture.<\/li>\n
  5. Platform implementation:<\/strong> Configure ITSM, portal, catalog, workflows, notifications, queues, groups, roles, and indicators.<\/li>\n
  6. Data migration:<\/strong> Migrate active data, relevant historical data, knowledge, attachments, and evidence in accordance with the retention policy.<\/li>\n
  7. Integrations:<\/strong> Connect ServiceNow to the enterprise ecosystem, including identity, monitoring, CMDB, endpoint, ERP, and analytics.<\/li>\n
  8. Testing and approval:<\/strong> Perform functional, integration, UAT, security, performance, and data validation tests.<\/li>\n
  9. Go-live and hypercare:<\/strong> To monitor assisted operation, correct deviations, stabilize indicators, and support users.<\/li>\n
  10. Continuous evolution:<\/strong> Expand to ITOM, ITAM, SecOps, CSM, HRSD, IRM, automation, and AI as maturity increases.<\/li>\n<\/ol>\n

    The role of CMDB in the Cherwell migration.<\/h2>\n

    Migrating from Cherwell to ServiceNow is an opportunity to review the maturity of the CMDB (Computer-to-Management Database). Many companies use ITSM processes without a reliable foundation of assets, applications, services, users, integrations, and relationships. This limits incident prioritization, change impact assessment, workflow automation, and the generation of key performance indicators.<\/p>\n

    When migrating to ServiceNow, the CMDB should be treated as a strategic asset. A well-structured foundation allows for the evolution towards more mature practices in CSDM, ITOM Discovery, Service Mapping, Event Management, AIOps, ITAM, operational risk management, and AI applied to operations.<\/p>\n\n\n\n\n\n\n\n\n\n\n
    Capability<\/th>\nValue in migration<\/th>\n<\/tr>\n<\/thead>\n
    CMDB<\/td>\nOrganizes assets, services, applications, and operational relationships.<\/td>\n<\/tr>\n
    CSDM<\/td>\nStandardize the data model to connect business and technology services.<\/td>\n<\/tr>\n
    Discovery<\/td>\nAutomates the identification of infrastructure and technical components.<\/td>\n<\/tr>\n
    Service Mapping<\/td>\nMaps dependencies between critical applications, infrastructure, and services.<\/td>\n<\/tr>\n
    ITAM<\/td>\nIt connects assets, contracts, licenses, lifecycle, and costs.<\/td>\n<\/tr>\n
    ITOM<\/td>\nImproves operational visibility, events, automation, and response.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

    What to do with the historical data from Cherwell?<\/h2>\n

    Historical data is one of the most sensitive aspects of migration. Old tickets, approvals, attachments, changes, critical incidents, issues, knowledge articles, and evidence can be relevant for operational, legal, regulatory, or audit reasons.<\/p>\n

    It doesn't always make sense to migrate all historical data to the new platform. In many cases, the best strategy is to migrate active data, preserve relevant historical data, and archive older information in a secure, searchable structure aligned with the organization's retention policy.<\/p>\n\n\n\n\n\n\n\n\n
    Strategy<\/th>\nWhen to use<\/th>\nPoint of attention<\/th>\n<\/tr>\n<\/thead>\n
    Migrate active data<\/td>\nTickets, changes, requests, and issues still in progress.<\/td>\nRequires field mapping, sanitization, and functional validation.<\/td>\n<\/tr>\n
    Migrate selected history<\/td>\nData relevant for operation, audit or analysis.<\/td>\nAvoid burdening the new platform with worthless data.<\/td>\n<\/tr>\n
    Archive full history<\/td>\nEnvironments requiring retention, auditing, or traceability.<\/td>\nIt requires access control, security, consultation, and governance.<\/td>\n<\/tr>\n
    Discard outdated data.<\/td>\nInformation with no operational or regulatory value.<\/td>\nMust follow a formal retention and disposal policy.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

    How to reduce risks during migration<\/h2>\n

    Replacing an ITSM platform affects users, analysts, managers, integrations, indicators, suppliers, and critical processes. Therefore, change management should be treated as a central part of the program, not as an ancillary activity at the end of the project.<\/p>\n

      \n
    1. Define a realistic scope:<\/strong> Prioritize essential processes in the initial go-live phase and leave upgrades for later phases.<\/li>\n
    2. Avoid legacy replication:<\/strong> Redesign workflows before configuring the new platform.<\/li>\n
    3. Process data before migration:<\/strong> Clear obsolete categories, users, groups, queues, statuses, SLAs, and fields.<\/li>\n
    4. Validate critical integrations:<\/strong> Test identity, email, monitoring, CMDB, ERP, endpoint, and BI before the cutover.<\/li>\n
    5. Engaging key users:<\/strong> Involve Service Desk, operations, security, service managers, and process owners.<\/li>\n
    6. Planning communication:<\/strong> Prepare users for changes to the portal, catalog, notifications, and customer service experience.<\/li>\n
    7. Run hypercare:<\/strong> Monitor indicators, call queue, questions, and adjustments after go-live.<\/li>\n<\/ol>\n

      Why start the project now?<\/h2>\n

      Companies that leave migration until the last minute tend to face greater deadline pressure, higher costs, lower availability of specialists, and a greater risk of hasty decisions. The window until December 2026 should be used for quality planning, internal negotiation, assessment, architecture definition, data migration, integration testing, and operation stabilization.<\/p>\n

      The best time to act is before End of Life becomes an operational emergency. A well-managed migration transforms the discontinuation of Cherwell into a service management modernization agenda.<\/p>\n

      Why choose 4MATT to migrate from Cherwell to ServiceNow?<\/h2>\n

      4MATT is a ServiceNow Elite Partner in Brazil<\/a>, specializing in strategy, implementation, integration, support, and evolution of ServiceNow environments. The company has expertise in ITSM, ITOM, CMDB, CSDM, ITAM, automation, integrations, data governance, and professional services for complex digital operations.<\/p>\n

      In the migration from Cherwell to ServiceNow, 4MATT can provide support from the initial assessment to go-live, including diagnosis of the current environment, roadmap design, solution architecture, implementation, data migration, integrations, training, assisted operation, and continuous platform evolution.<\/p>\n

      As a recognized partner in the ServiceNow ecosystem, 4MATT works to reduce transition risks, accelerate value, structure governance, and ensure that the new platform is not just a tool replacement, but a foundation for the evolution of enterprise service management.<\/p>\n

      Questions about the end of Cherwell<\/h2>\n

      When does support for Cherwell end?<\/strong> The end of life for Cherwell Service Management and Cherwell Asset Management is scheduled for December 31, 2026, according to official information from Ivanti.<\/p>\n

      Will Cherwell stop working after the End of Life?<\/strong> Existing environments may technically remain operational, depending on the deployment model, contract, and infrastructure. However, operating a solution without official support increases risks related to security, compliance, integration, and continuity.<\/p>\n

      What is the best substitute for Cherwell?<\/strong> The best alternative depends on the company's strategy, but ServiceNow is a robust option for organizations seeking ITSM, CMDB, ITOM, ITAM, automation, governance, Enterprise Service Management, and AI readiness.<\/p>\n

      Is migrating from Cherwell to ServiceNow simply a matter of switching tools?<\/strong> No. Migration should be treated as an operational modernization. The goal is to review processes, eliminate unnecessary customizations, improve data, automate workflows, and increase the maturity of service management.<\/p>\n

      How long does a migration from Cherwell to ServiceNow take?<\/strong> The timeline depends on the complexity of the environment, data volume, number of integrations, level of customization, and functional scope. Simple environments can be migrated in shorter cycles; complex operations require a wave-based roadmap.<\/p>\n

      What needs to be migrated from Cherwell to ServiceNow?<\/strong> Typically, active tickets, relevant history, users, groups, categories, SLAs, knowledge articles, attachments, integrations, catalogs, approval workflows, and data necessary for auditing or business continuity are evaluated.<\/p>\n

      How can we reduce risks in the Cherwell migration?<\/strong> The best approach is to start with an assessment, define a realistic scope, map integrations, process data, redesign processes, test with key users, plan a cutover, and execute a structured hypercare phase.<\/p>\n

      Conclusion<\/h2>\n

      The end of Cherwell represents a decision point for companies that still rely on the platform. Remaining on a discontinued solution can increase operational, technical, regulatory, and financial risks. On the other hand, migrating to ServiceNow allows for modernizing service management, strengthening governance, improving user experience, and preparing the organization for automation and AI at scale.<\/p>\n

      For CIOs, IT leaders, Service Desk managers, and those responsible for digital governance, the recommendation is clear: start planning now, assess the current environment, define the migration strategy, and transform the Cherwell End of Life into an opportunity for operational evolution.<\/p>\n

      4MATT supports companies on this journey with assessment, roadmap, architecture, implementation, data migration, integrations, and assisted operation for ServiceNow. The goal is to reduce risk, accelerate value, and build a platform prepared for the future of enterprise service management.<\/p>","protected":false},"excerpt":{"rendered":"

      The end of Cherwell has a set date: Ivanti has scheduled the End of Life for Cherwell Service Management (CSM) and Cherwell Asset Management (CAM) for December 31, 2026. For companies still using Cherwell in ITSM processes, Service Desk, requests, incidents, changes, problems, assets, or customized workflows, this deadline requires\u2026 Read more<\/a><\/p>","protected":false},"author":217054028,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"content-type":"","inline_featured_image":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_wpcom_ai_launchpad_first_post":false,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"{title}\n\n{excerpt}\n\n{url}","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2},"_wpas_customize_per_network":false,"jetpack_post_was_ever_published":false},"categories":[1368],"tags":[],"class_list":["post-1619","post","type-post","status-publish","format-standard","hentry","category-servicenow"],"jetpack_publicize_connections":[],"jetpack_sharing_enabled":true,"jetpack_shortlink":"https:\/\/wp.me\/phhKzJ-q7","jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/4matt.com.br\/en\/wp-json\/wp\/v2\/posts\/1619","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/4matt.com.br\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/4matt.com.br\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/4matt.com.br\/en\/wp-json\/wp\/v2\/users\/217054028"}],"replies":[{"embeddable":true,"href":"https:\/\/4matt.com.br\/en\/wp-json\/wp\/v2\/comments?post=1619"}],"version-history":[{"count":3,"href":"https:\/\/4matt.com.br\/en\/wp-json\/wp\/v2\/posts\/1619\/revisions"}],"predecessor-version":[{"id":1623,"href":"https:\/\/4matt.com.br\/en\/wp-json\/wp\/v2\/posts\/1619\/revisions\/1623"}],"wp:attachment":[{"href":"https:\/\/4matt.com.br\/en\/wp-json\/wp\/v2\/media?parent=1619"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/4matt.com.br\/en\/wp-json\/wp\/v2\/categories?post=1619"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/4matt.com.br\/en\/wp-json\/wp\/v2\/tags?post=1619"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}