Cherwell End of Life (EoL): What It Means And What to Do Next

Cherwell's end of life (EOL) marks a significant shift for many organizations relying on its platform for IT Service Management (ITSM). With Ivanti officially discontinuing support by December 2026, businesses need to start planning for what comes next. Even though the deadline may feel distant, waiting too long could result in costly disruptions.

In this article, we'll explore what Cherwell's EOL means for your organization, how to plan your migration, and what to look for in a new ITSM solution. We’ll also explain how InvGate can assist with a smooth transition, helping you keep operations running smoothly and your team ready for the future.

Let's get started!

Is Cherwell being discontinued?

Yes, Ivanti has announced that support for the Cherwell platform will cease. This change marks the end of product updates and technical assistance for organizations still using Cherwell Service Management (CSM). The news has come as a surprise to many existing customers, especially those who had been assured that the platform would remain supported "until the last Cherwell customer left the platform."

The decision to discontinue Cherwell has left many organizations feeling unsupported by Ivanti, particularly given the lack of proactive communication from the company and its partners. Some users feel that Ivanti’s shift pushes them toward Ivanti Neurons, its proprietary ITSM solution, forcing an unanticipated migration.

When will the Cherwell end of life happen?

The official end-of-life date for Cherwell is December 31, 2026. Ivanti announced the end-of-life (EOL) to Cherwell customers on October 31, 2023. However, end-of-life (EOL) isn't the same as end-of-support. EOL means that the product will no longer receive updates or be maintained after the specified date, marking the end of its useful life.

In contrast, the end of support refers to the point at which technical assistance and updates cease. It's important to note that even before the EOL date, various versions of Cherwell will gradually lose support.

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Timeline for Cherwell's end of support

Ivanti is still providing support for specific versions of CSM, but it’s critical to remain aware of the version your organization is using. 

The latest version of Cherwell Service Management that Ivanti is supporting is version 2023.3. All versions prior to that one are considered unsupported and will not be eligible for renewal. Support for 2023.3 ends in June 2025.

Below is the CSM Version Matrix with the current release dates, support timelines, and technical assistance windows:

What to expect for older versions

If your organization is using a previous or retired version of Cherwell software, Ivanti still offers best-effort support. This includes attempting to troubleshoot issues, but the support team will not escalate bug fixes or report new issues for older versions.

If you are a customer of a version of Cherwell software earlier than the 2023.1 version (support ended in September 2024), this is what you need to know: 

• Cloud customers: you won’t be able to renew your vendor support agreement. You’ll need to either upgrade to a supported version or switch to Ivanti Neurons. If you don’t take action, your cloud service will be shut down 30 days after your renewal date.

• On-premise customers: your Cherwell system can keep running, but you won’t get any support from Ivanti.

However, be aware that upgrading from an unsupported Cherwell version to a supported one is a temporary solution at best and a complete waste of resources at worst. Rather than postponing the inevitable, you should be focusing your efforts on a complete Cherwell migration. Delaying this decision could mean you end up unprepared when EOL arrives.

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Key considerations when selecting a new ITSM solution

Selecting a new ITSM solution is a significant decision that impacts your organization’s operations, workflows, and user experience. Some factors to keep in mind when choosing your next ITSM solution include:

1. Cloud-based vs. on-premise solutions: Determine whether a cloud-based or on-premise ITSM solution best suits your organization's infrastructure, security policies, and scalability needs. Cloud solutions offer flexibility, easier maintenance, and updates, while on-premise models may provide more control over data security and customization.

2. ITIL alignment and best practices: Make sure the new ITSM platform strongly supports ITIL processes and best practices. This ensures that you can maintain or improve your processes, in line with globally recognized standards.

3. Scalability and future growth: Choose a platform that can grow with your organization. Whether expanding your ITSM capabilities or adding new integrations, the new system should be flexible enough to accommodate long-term needs.

4. Integration capabilities: A robust ITSM solution should seamlessly integrate your organization's critical tools, such as Asset Management, monitoring systems, and project management tools. Ensure compatibility and test these integrations during migration to avoid post-implementation issues.

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Why choose InvGate?

InvGate is designed to simplify your IT processes, delivering the tools and advanced features you need to streamline operations while reducing costs and complexity. Here’s what you can expect:

• Fast implementation: Get up and running quickly with our streamlined deployment process, reducing the usual downtime.

• Seamless configuration: Take advantage of our user-friendly, advanced configuration tools, which easily replace complex customizations. Plus, you can count on our ongoing support.

• Powerful integrations: Effortlessly connect InvGate to your existing tech stack using robust APIs and integration capabilities.

• Scalable solution: Adapt the platform as your business grows, with flexible options to accommodate expanding needs.

• Reduced learning curve: Simplify workflows and processes with an intuitive, easy-to-use interface.

• Choose between on-premise or cloud deployment: We offer both options to suit your infrastructure needs best.

• ITIL certified: With PeopleCert's certification, our tool is aligned with ITIL principles, helping you follow best practices in IT IT Service Management.

How we support your Cherwell migration

Any software transition presents challenges. You'll need a comprehensive migration plan to migrate from Cherwell, and InvGate provides dedicated support throughout the process to ensure a smooth transition. Our approach ensures minimal disruption and maximum efficiency as you move to a modern ITSM platform.

• Assessment: We begin by thoroughly analyzing your current Cherwell environment and identifying key migration goals.

• Configuration & integrations: Our team streamlines configurations and ensures seamless integration with your existing systems.

• Training & support: We provide tailored training for your team and offer dedicated support during the transition.

• Go-live assistance: We help plan and execute the system launch, ensuring everything works as expected.

• Continuous improvement: Post-migration, we work with you to refine and optimize the platform as your business evolves.

Crafting an effective Cherwell migration plan

Organizations planning to migrate from Cherwell must approach the process with careful planning to protect data integrity and minimize disruption.

Transitioning to a new ITSM solution involves several key stages, including system selection, data migration, testing, and employee training. While these steps may require significant investment in time and resources, they also provide an opportunity to upgrade and improve your organization’s IT Service Management capabilities.

1. Develop a detailed timeline: Start by mapping out a clear timeline with well-defined milestones leading up to Cherwell's EOoL in 2026. This includes critical phases such as solution evaluation, data migration, testing, and user training. Milestones should account for adequate testing, potential issues, and user feedback, ensuring a smoother transition.

2. Evaluate new ITSM solutions: Research platforms that align with your organization's current and future requirements. Focus on solutions offering scalability, robust integrations, and adherence to the ITIL framework, which will future-proof your operations and ensure better performance.

3. Plan for migration: Migrating data from Cherwell will involve transferring custom configurations, workflows, and integrated systems. Ensure that any new solution you choose can handle these requirements without compromising functionality. Consider data transfer speeds, compatibility, and security during the migration process to prevent potential downtime.

4. Test and validate the new solution: Thoroughly test the new ITSM software in a controlled environment before rolling it out organization-wide. This phase ensures that configurations, workflows, and integrations function as expected, mitigating the risk of unexpected issues post-deployment.

5. Train your workforce: Investing in employee training is critical to the success of the migration. As your IT team and end users adapt to the new platform, their familiarity with its features will directly affect productivity. Comprehensive training programs will ease the transition and reduce resistance to change.

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Background on the acquisition of Cherwell Software by Ivanti

In January 2021, Ivanti announced its intention to acquire Cherwell Software. This acquisition was finalized in August 2021 and marked a significant step in Ivanti's strategy to enhance its IT Service Management (ITSM) and Enterprise Service Management (ESM) offerings.

Following the acquisition, Ivanti introduced Ivanti Neurons, a platform with multiple solutions, including ITSM, Asset Management, security operations, and more. Now, Ivanti is actively encouraging Cherwell users to transition to Ivanti Neurons for ITSM.

So, why is Ivanti sunsetting Cherwell? Until now, Ivanti has been stretched thin, attempting to integrate legacy systems like LanDesk and HEAT while also working to elevate Neurons to the functionality that users expect from a robust ITSM solution. Sunsetting Cherwell can be seen as a strategic move, as they can focus resources and efforts on developing Ivanti Neurons. 

Recommended reading

Ivanti Neurons Alternative: Features, UI, Integrations, and Support

Conclusion

With Cherwell’s end of life approaching, there’s a unique opportunity to assess your ITSM strategy and choose a platform that simplifies your operations while offering long-term value.

While some may consider upgrading to the latest versions of Cherwell as a temporary solution, full migration to modern ITSM solutions is the more sustainable choice. After all, the ITSM market has expanded significantly, and there are many advanced options available.

Relying on temporary fixes can put your organization at risk when the platform is no longer viable, so taking action early is key. This period presents an opportunity to evaluate your current ITSM needs and invest in a system that better suits your business's future growth and operational requirements.

With the right planning, you can transition smoothly, minimize downtime, and give your team the tools they need to succeed.

InvGate is here to help guide you through this process. We offer a modern, adaptable platform that fits your unique requirements, along with a team committed to making the migration a success.

Take the next step: You can request a 30-day free trial or book a meeting with our experts!