In 2025, we made a major shift in our IT service management (ITSM) strategy: we migrated from Cherwell to ServiceNow. This decision came after evaluating risks, scalability needs, and the future direction of our IT operations.
Below is the complete breakdown of why we moved, supported with citations and practical recommendations.
1. Why We Could Not Stay on Cherwell
Cherwell Reached End-of-Life (EOL)
Industry sources have confirmed that Cherwell is entering its end-of-life stage, which means no new updates, patches, or long-term support. For any enterprise relying on stable, secure ITSM operations, this creates significant risk.
Reference:
https://aelumconsulting.com/blogs/cherwell-alternatives/
Slower Innovation After Acquisition
After Cherwell was acquired, the update cycles became slow, and the roadmap lost direction. This made it difficult to rely on for long-term digital growth.
Heavy Customization Turned Into Heavy Maintenance
Cherwell’s deep customization ability eventually became a burden. Each script, workflow, and dependency made the system fragile and upgrade-heavy.
2. Why We Chose ServiceNow Instead
A Modern, AI-Driven, Cloud-Native Platform
ServiceNow is built for the future — automation, AI-powered workflows, integrations, and global scale.
Reference:
https://aelumconsulting.com/blogs/cherwell-alternatives/
One Unified Platform for Multiple Departments
With ServiceNow, we consolidated:
- ITSM
- ITOM
- HR services
- Asset & CMDB
- Employee workflows
- Operations automation
This significantly reduced tool sprawl and increased visibility.
Future-Ready Architecture
ServiceNow’s strong roadmap with GenAI, process mining, predictive workflows, and powerful integration capabilities made it ideal for long-term planning.
3. Practical Use-Cases After Migrating
Use-Case 1: Intelligent Ticket Automation
ServiceNow’s AI automatically assigns, categorizes, and updates incidents -something we couldn’t achieve efficiently with Cherwell.
Use-Case 2: One Service Catalog for the Entire Company
Employees can now request IT assets, HR support, access approvals, and other services from a unified portal.
Use-Case 3: Auto-Generated Incident Tickets from Monitoring Tools
When a server fails or a threshold is breached, an incident is created instantly, reducing downtime and human error.
Use-Case 4: Real-Time Executive Dashboards
Leadership now gets accurate reporting, SLA tracking, and operational analytics through ServiceNow’s dashboards.
4. Recommendations for Organizations Evaluating Migration
1. If You Are Using Cherwell — Start Preparing for Migration
With Cherwell’s EOL status, staying on it long term may affect security and compliance.
Source:
https://aelumconsulting.com/blogs/cherwell-alternatives/
2. Choose ServiceNow for Enterprise-Scale Growth
If you want a reliable, scalable platform for IT, HR, operations, and workflow automation — ServiceNow is one of the strongest options.
3. Don’t Underestimate Change Management
Train users early and migrate in phases to ensure smooth adoption.
4. Clean Up Old Customizations Before Migration
This ensures your new ServiceNow environment stays clean, efficient, and upgrade-friendly.
5. Final Verdict
Migrating from Cherwell to ServiceNow in 2025 was a strategic decision that significantly modernized our IT operations.
We experienced:
- Faster service delivery
- Stronger automation
- Better visibility across teams
- Reduced manual tasks
- A unified platform for enterprise workflows
Organizations still depending on Cherwell should start exploring modern ITSM alternatives -and ServiceNow continues to lead the way.
Looking to Migrate From Cherwell or Modernize Your ITSM?
Aelum Consulting specializes in ServiceNow consulting, implementation, migration, and enterprise workflow automation.
👉 Explore detailed Cherwell alternatives here:
https://aelumconsulting.com/blogs/cherwell-alternatives/
👉 Need expert guidance? Get in touch with Aelum’s ServiceNow-certified experts and start your IT transformation journey today.
Aelum Consulting -Your Trusted Partner for ServiceNow Excellence.
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