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.

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

News

  • Mar 13 default image Year-End Technology Purchases

    Faculty and staff should submit any Technology Solution Requests for technology purchases no later than Friday, May 3rd.

  • Mar 13 default image New Teams Arrives at JMU

    Starting March 19th, all JMU users can begin using New Teams. Starting April 1, 2024, all remaining users will automatically switch over.

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