IT Service Management (ITSM) refers to all the activities, processes, tools, and procedures designed to support the  delivery of technology services. JMU uses Cherwell as their ITSM solution to manage customer requests for technical services and track and respond to issues. Cherwell is used by the IT Help Desk, Libraries, College of Integrated Science and Engineering (CISE), and others.  Cherwell offers a desktop client (Windows only) and a browser version.

Who can use this Service?

Information Technology, Libraries, and CISE employees who manage technology support tickets can be licensed users of Cherwell. Other departments may also be granted modules in Cherwell to manage department-specific support tickets.  As additional functionality is implemented, customers will be able to access this service using their eID and password.

How can I get this Service?

IT, Libraries, and CISE employees: please see your supervisor to submit an Access request.

Where can I get Help/Support?

Information Technology Help Desk at (540) 568-3555, IT Service Portal or helpdesk@jmu.edu


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