Cherwell Service Management Course in Chennai

Module 1: Introduction to Cherwell Service Management

• Overview of Cherwell Service Management platform and ITSM concepts
• Cherwell architecture: application server, database, and web client
• Understanding ITIL-aligned service management workflows
• Navigating the Cherwell Service Management user interface

Module 2: Incident Management Configuration

• Configuring incident record types and classification categories
• Managing incident intake, triage, and assignment workflows
• Setting up SLA timers, breach alerts, and escalation rules
• Configuring incident resolution and closure processes

Module 3: Problem and Change Management

• Designing problem management workflows and root cause tracking
• Configuring change request types and risk assessment frameworks
• Managing change approval workflows and CAB processes
• Setting up post-implementation review and change closure

Module 4: Service Request Management

• Creating and managing service catalog items and offerings
• Configuring request fulfillment workflows and approval chains
• Managing self-service portal layout and service categories
• Setting up automated task generation for service requests

Module 5: Asset and Configuration Management

• Configuring CMDB objects, relationships, and discovery imports
• Managing hardware, software, and infrastructure asset records
• Setting up asset lifecycle tracking and status management
• Configuring asset audit and compliance reporting

Module 6: Knowledge Management

• Setting up knowledge article templates and categories
• Configuring knowledge approval and publishing workflows
• Managing knowledge base search and article linking to incidents
• Setting up knowledge usage tracking and feedback management

Module 7: Business Object and Form Configuration

• Creating and customizing Cherwell business objects and fields
• Configuring form layouts, tabs, and conditional visibility rules
• Managing relationship definitions between business objects
• Setting up field validation and business rules

Module 8: Workflow and Automation Configuration

• Designing one-step actions and automation workflows
• Configuring event-based triggers and scheduled actions
• Managing email notifications and automated correspondence
• Setting up approval workflows and escalation automation

Module 9: Reporting and Dashboards

• Building standard ITSM reports and operational dashboards
• Configuring custom search and reporting queries
• Managing executive dashboards and KPI scorecards
• Monitoring SLA compliance and service performance metrics

Module 10: Administration, Security, and Best Practices

• Managing Cherwell security groups, roles, and permissions
• Configuring LDAP and Active Directory integration
• Managing system settings, licensing, and environment configuration
• Cherwell administration best practices and governance standards

Experience in the Industry Learn from certified Cherwell Service Management professionals with hands-on industry experience.

Backgrounds at the Top Our trainers hold relevant certifications and have worked on real-world implementations.

Clear & Effective Teaching All core concepts of Cherwell Service Management are explained with practical examples.

Hands-On Learning Focus Students gain practical experience through structured labs and projects.

Up-to-Date Knowledge Trainers keep content current with the latest platform releases and best practices.