Understanding the Common Service Data Model (CSDM) in ServiceNow
The Common Service Data Model (CSDM) serves as a unified framework that helps organizations manage and illustrate their services and related data…
Since Ivanti acquired Cherwell in 2021, rumors have swirled about what the fate of Cherwell ITSM would be. Well, now we know: Cherwell ITSM will be reaching end of life and support on December 31, 2026.
As we approach this pivotal moment, it’s vital that companies relying on Cherwell ITSM begin to plan for the future. Now is the chance to break free from the limitations of the Cherwell platform, think strategically about your organization’s needs, and move towards a more modern, efficient system. In this article, we will explore how to make the most of your next move, and ensure a successful transition to a new platform.
I’ll start with the consultant’s answer: It depends. While every situation is unique, it’s important to note again that Cherwell’s service won’t extend beyond December 2026. This is also closely tied to your current licensing posture. The actual implications will largely depend on Ivanti’s decisions regarding new features, patches, or releases (i.e., you might wonder, as many of our Cherwell clients do, about the level of support and what to expect concerning bug fixes and patches between now and end of life). However, the truth is, it’s uncertain. With feet in both the Cherwell/Ivanti and ServiceNow ecosystems, though, we’re always learning more and will update this article as we do.
The first piece of advice I’d like to offer is to take a deep breath and know replacing Cherwell isn’t going to be some insurmountable, daunting task. On the contrary, it could potentially serve as a significant opportunity for your organization.
If you do feel daunted and simply want or need to replicate your existing Cherwell functionality in a new platform, let me assure you, it’s not as intimidating as it seems. We’ve successfully transitioned clients from Cherwell to ServiceNow in just 8 to 10 weeks, including some sizable organizations. The move from Cherwell ITSM to ServiceNow ITSM is more straightforward than one might initially think.
This brings me to a central point: if you haven’t evaluated ServiceNow since purchasing Cherwell, whether that was a decade ago or just recently, it’s absolutely worth revisiting. When we transitioned from competing daily with ServiceNow to becoming a partner about four or five years ago, I realized that many of my preconceived notions about the ServiceNow ecosystem weren’t entirely accurate. So, it’s definitely worth taking a fresh look.
At its core, this journey is about reimagining the realm of the possible. For instance, if you purchased Cherwell three, five, or even ten years ago, you’ll find that today’s product is largely identical to what you initially invested in. There are certainly benefits to this consistency, but it’s also undeniable that it remains more or less the same product you originally bought.
As we look towards the future, my advice would be to approach what you want out of your technology platform with fresh eyes. Rather than focusing on the technical capabilities (and limitations) of the old platform, think about your next steps. This shift in perspective can pave the way for new opportunities and innovations.
Consider, for example, your stakeholders’ expectations. It’s likely these expectations have evolved significantly over time, reflecting the dynamic and ever-changing nature of the business environment. This shift presents a fantastic opportunity to revisit your digital transformation strategies.
I understand that ‘digital transformation’ has become somewhat of an industry buzzword, almost to the point of cliche. However, for those I’ve been in regular discussions with, when we speak of digital transformation, we’re typically referring to three core elements – the idea is to elevate these three aspects simultaneously, paving the way for a comprehensive digital transformation:
The degree of innovation and its consistency set ServiceNow apart. Again, if you started using Cherwell five or even ten years ago, you’ll find the platform largely unchanged. This is where ServiceNow shines. Unlike Cherwell, ServiceNow has two major releases every year, each including significant functionality updates (one recent example being the Vancouver release, which introduced a range of generative AI capabilities), not just minor tweaks.
ServiceNow also releases plugins for minor enhancements, similar to how Cherwell did with its mApp store. You can easily add these from the ServiceNow App Store to personalize your experience.
In my opinion, it would be a significant mistake to replicate what you had in Cherwell directly into another application. Imagine investing substantial resources, upskilling your team, only to end up with the same system you started with. That’s not the goal here.
If your aim is simply to ‘lift and shift’, maintaining the same level of functionality you had when you initially implemented Cherwell, then that’s one approach. But remember, this is a golden opportunity to make significant, highly visible improvements across your entire organization.
When you first implemented Cherwell, chances are, you made substantial enhancements to your organization. Many of our clients did. It was a moment to reassess processes and scrutinize established procedures. It provided a pause to map out processes such as onboarding visually; Maybe you considered who approves each step in a process and whether that process was truly necessary, questioned how you could make things more efficient, or looked for chances to improve your existing workflows. Consider this data migration as another such moment – a chance to review, revise, and improve.
Let’s delve into the topic of data migration, a critical element. When considering data migration, it is crucial to identify the important data that needs to be moved, archived, or retained. This process involves several key considerations to ensure a successful long-term partnership and lasting organizational change. Some of the key considerations include discovering and analyzing the legacy estate, understanding the differences between the legacy and target data, creating and following a migration plan, identifying the data format, location, and sensitivity, and planning for the size and scope of the project. Additionally, it is essential to separate data migration challenges, such as data quality issues and wrong data formats, and to allocate considerable time to the design phase for a high impact on project success
Transitioning from one ITSM platform to another is not a process to undertake alone. The role of your partners in this process is vital. They can offer valuable insight, support, and expertise, helping to ensure a smooth transition.
Your first consideration when embarking on a migration away from Cherwell, is to ask whether your potential partners have done this before – seems simple right? A partner with intimate knowledge of both Cherwell and the platform you’re migrating to is of the utmost importance. Instead of working with a partner that is an expert in only one “language,” you want a partner who is fluent in both languages, and knows the right questions to ask to ensure your migration is successful.
Choose a partner that offers a flexible, scalable solution that can evolve with your organization’s needs (rather than the “lift and shift” approach as mentioned above). Communicate effectively with the partner throughout the transition process and establish clear expectations. Additionally, you’ll need to take the necessary time and resources to train staff on the new platform to ensure a smooth transition.
Effective planning is essential to a successful platform transition. Begin by assembling a team that includes all stakeholders and establish clear, measurable objectives. Develop a timeline, budget, and communication plan, and ensure that all team members are aware of their responsibilities.
Common pitfalls to avoid include attempting to do too much too quickly, failing to communicate effectively with team members and stakeholders, and not allowing enough time for training and testing.
The end of Cherwell can be a daunting prospect, but it also presents an opportunity for growth and transformation. To make the most of this opportunity, think strategically, break free from the legacy mindset, and take key considerations into account. Determine what data is important to move, archive, or retain, and plan effectively while avoiding common pitfalls. With the right approach, your organization can successfully transition to a new platform and thrive in the years to come.
As we navigate these changes, there are a few key points to keep in mind:
The end of Cherwell represents a significant change, but with careful planning and strategic decisions, it can also be an opportunity for growth and improvement. As always, the goal is to ensure that your ITSM platform serves your organization’s needs effectively and efficiently, now and into the future. t’s crucial to recognize that change, while often challenging, is also ripe with potential for harnessing new technology and innovating processes. With a focus on strategic implementation, clear communication, and thorough preparedness, your business can turn the end of Cherwell into a new beginning, marking a step towards a future-proofed ITSM solution that drives operational excellence. So, let’s embrace the future of ITSM with open arms and continue to evolve, adapt and thrive in this ever-changing digital landscape. It’s time to bid farewell to Cherwell and welcome a new era of possibilities.
