Overview

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, found here.
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

More Computing Alerts

News

  • Jul 14 DoForms Retirement and Replacement Options

    To keep compliance with Title II of the Americans with Disabilities Act, JMU has chosen to retire DoForms. Learn more about the change and what we recommend you use as a replacement tool.

  • Jul 14 JMU Campus Directory and Search Updates

    Learn more about the recent change to how to search for contacts at JMU, especially when logging in from the Campus Directory on the JMU website.

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Information Technology
Massanutten Hall
MSC 5733
1031 South Main Street
Harrisonburg, Virginia 22807