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


  • Apr 26 default image ByteDance and Tencent applications prohibited

    Virginia law prohibits all JMU employees from using any application developed by ByteDance or Tencent on JMU devices or while connected to any state network.

  • Apr 26 default image Technology spring cleanup

    Information Technology encourages all employees to take time to review their technology use and consider moving files to the cloud.

Back to Top