With Ivanti’s announcement in October 2023 that they would “End of Life” Cherwell Service Management in 2026, Cherwell users are asking themselves the question, “Now what?” There has been much uncertainty and concern about Cherwell’s future since it was acquired by Ivanti in 2021 and now, with those fears realized, these users must evaluate alternative solutions. Cherwell End of Life (EOL) won’t be reached for another two years, but large-scale ITSM migrations are complex and time-consuming; the time to move to a new solution is now.
Jira Service Management (JSM) — named a leader in the 2023 Forrester Wave™ for Enterprise Service Management and the Gartner Magic Quadrant™ for IT Service Management (ITSM) — is a flexible, powerful, cost-effective solution that is built for high-velocity teams. Unlike Ivanti’s Cherwell, which has an outdated user interface and a hard-to-navigate platform, Jira has a modern user interface, a built-in reporting engine, a large customer base and app ecosystem, end-to-end ITSM capabilities, and seamless, automatic upgrades.
With the support of an industry-leading firm like Oxalis — an Atlassian Platinum Solutions Partner — Jira Service Management makes the transition from Cherwell seamless and simple and gives those cast adrift by Cherwell just what they need: a home.
What Cherwell’s End of Life (EOL) means for customers.
Cherwell was acquired by Ivanti in 2021, and since then, Ivanti has focused on integrating its capabilities into their broader portfolio, fueling speculation about Cherwell’s future. Now, they will sunset the platform, forcing their customers to make a choice: move to Ivanti’s proprietary solution or migrate to something new.
Though Ivanti will continue to offer support, licenses, and minor updates, it’s important for Cherwell users to recognize that the version of the product they have now is the version they will have until EOL — there will be no new features or upgrades. Other platforms, on the other hand, will keep evolving. They’ll deliver new features and capabilities to keep up with the expanding needs of their customers. To continue delivering the best IT service, support, and management, businesses need something better. Transitioning to new ITSM software is no easy task. It requires planning, careful execution, change management, training and transition management, ongoing review, and more. Organizations should bear several things in mind as they plan for Cherwell’s End of Life and consider alternative IT Service Management platforms.
Transitioning from Cherwell: Best practices for migration.
When Oxalis helps clients migrate from another platform to Jira Service Management — our ITSM solution of choice — we advocate several best practices:
Assemble a transition team.
A cross-functional team should include relevant decision makers, specialists, and business leadership. This team will plan, manage, and lead the transition, so it’s imperative that you have all the right roles and delegate responsibilities clearly.
Consult with advisors.
The right experts can help with planning, guidance, hands-on support, and migration. Migrations like these are not simple A-to-B transitions. They are not risk-free — and they can be complex and challenging — so it is best to choose a solution provider, like Oxalis, who has deep expertise in ITSM solution design, migrations, and transition, so making the switch is easy.
Evaluate and choose an ITSM platform.
There are quite a few ITSM solutions available, each with their own pros and cons. Jira Service Management is Oxalis’ ITSM platform of choice. It is robust, it is flexible, and infinitely scalable. And it’s also — relative to other offerings — affordable. Put simply, we think it is the best Cherwell alternative and it provides the easiest transition for Cherwell users.
Make a plan.
Moving from one ITSM tool to another might seem like an apples-to-apples switch that should be an easy swap, but even the simplest transitions can take many months to be done right. Without the proper execution and guidance, they can be challenging and error prone. Starting early is critical to avoiding unforeseen obstacles and the occasional, inevitable speed bumps that will arise along the way.
Involve ALL stakeholders.
Changing systems impacts almost everyone — not just the IT support team. Many categories of supported users, system owners, senior management, business intelligence groups, security, and more will be affected by the transition; representatives from each group should be involved in the planning and decision-making process.
Take advantage of the opportunity.
Don’t copy bad habits. Migrations such as these aren’t simply a matter of moving data and workflows from one platform to another — you also need to avoid replicating mistakes and bad habits in the new platform. Don’t simply make a 1:1 switch; look to improve your overall execution. Let’s say you weren’t using Asset Management. Use the change as an opportunity to improve your information technology infrastructure library (ITIL) maturity. Consultancies, such as Oxalis, can help evaluate and plan your roadmap and perform extensive analyses to ensure mistakes are not duplicated in the new implementation.
Test, test, test.
Imagine flipping the switch on your entire IT service operation — exciting, right? But before the celebratory high fives, there’s a critical step: thorough testing and quality assurance (QA). Just like a test flight ensures a smooth landing, migrating to a new ITSM platform requires rigorous testing to iron out any wrinkles. This isn’t just about avoiding early hiccups — it’s about safeguarding the user experience, guaranteeing data integrity, and ensuring your team can seamlessly transition without disrupting critical workflows. By investing in robust testing and QA, you’ll land your migration smoothly and be ready to soar with your new platform’s full potential.
Why change management makes migration magic.
A successful ITSM migration isn’t just about flawless data transfer; it’s about winning over your team. Imagine a shiny new platform landing with a thud because your users feel lost in navigation or struggle to complete familiar tasks. Change management and comprehensive training bridge this gap. By actively communicating the “why” and “how” of the move, addressing concerns, and providing thorough training tailored to different user roles, you’ll empower your team to embrace the new platform. This not only fosters user adoption but also ensures a smooth transition, minimizing disruptions and maximizing the positive impact of your migration. A well-trained and engaged team is the secret weapon to unlocking the full potential of your new ITSM platform, leading to a more efficient and ultimately, a happier workforce.
The power of iteration.
Migrating to a new ITSM platform is a marathon, not a sprint. The finish line isn’t the cutover — it’s the ongoing optimization you achieve through continuous learning and iteration. Don’t get us wrong, a smooth transition is crucial, but the real magic happens afterward. By embracing an iterative approach, you can analyze user feedback, identify areas for improvement, and fine-tune your workflows to unlock the platform’s full potential. Think of it as building a muscle — the initial migration lays the foundation, but ongoing use and refinement make it truly powerful. This iterative mindset ensures your ITSM platform grows alongside your organization’s needs, keeping you ahead of the curve and delivering a consistently exceptional service experience.
Why Jira Service Management?
The answer to “why Jira Service Management?” can be distilled down to three words: Modern. Complete. Flexible. JSM boasts a user-friendly interface, which means your development, IT, and business teams can finally collaborate seamlessly. Plus, JSM’s flexibility lets you customize workflows to fit your specific needs. The result? Smoother service delivery at high velocity — a win for both your teams and your customers.
Modern.
Jira Service Management (JSM) stands out as a modern platform designed for the evolving needs of today’s organizations. Leveraging the power of the cloud, JSM offers a reliable, all-in-one solution that scales seamlessly alongside your business. Gone are the days of cumbersome installations and outdated features; JSM boasts a user-friendly interface that fosters intuitive navigation, minimizing the learning curve for your team. Furthermore, automatic updates ensure you always have access to the latest features and AI-powered functionalities, keeping your service desk at the forefront of innovation. Atlassian’s commitment to continuous improvement empowers JSM to deliver an exceptional user experience while optimizing your service delivery processes.
Complete.
Jira Service Management (JSM) isn’t just a ticketing system — it’s a complete ITSM powerhouse. Need to track and manage your IT assets? JSM has you covered. Worried about knowledge silos? JSM’s built-in knowledge base empowers you to create a central hub for self-service solutions. And when incidents arise, JSM’s robust incident management features keep your team on top of things. But JSM doesn’t stop there. From the help desk technicians tackling everyday requests to C-Suite executives monitoring performance through data-rich dashboards, JSM caters to all stakeholders, ensuring everyone has the tools they need for success.
Flexible.
Effortlessly scalable, Jira Service Management empowers HR, finance, legal, marketing, facilities, and beyond with its flexible service management approach; its user-friendly interface makes it easy for any team to jump in. And it works for more than just ITSM. Jira Service Management is a powerful tool for managing plants, property, and equipment (PP&E) and Enterprise Service Management (ESM), too. Plus, with customizable templates and a massive marketplace — integrations include Atlassian products, such as Confluence, Bitbucket, and Trello, as well as third-party applications such as Slack, GitHub, and Zendesk — overflowing with add-ons, you can tailor JSM to your specific needs. Whether it’s building a custom service desk from scratch or integrating existing tools, JSM empowers every team to streamline their processes and deliver exceptional service.
Planning for a post-Cherwell era.
Oxalis is an experienced, expert provider of Jira migrations and implementations, as well as ITSM and ITIL service design, offering premium consulting and custom solutions for industries that address real-world challenges. We are an Atlassian Platinum Solutions Partner and have deep knowledge of their suite of products and solutions. We have a proven track record of successful, large-scale Jira migrations — always delivered on time and on budget.
Oxalis are not just your advisors; we are your partners, guides, and technical support staff. Our team of experts can help guide your migration and ensure a smooth transition to your new ITSM platform, so you can take full advantage of the benefits Jira Service Management has to offer. Don’t wait. Contact Oxalis today to start planning your transition from Cherwell. Oxalis will listen. We will take the time to learn about and understand your needs, and we will guide you every step of the way. Don’t get left behind by Cherwell; make a new home with Oxalis and Jira Service Management.
