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Cherwell has served IT teams well. But with Ivanti announcing Cherwell’s end-of-life by 2026, modern enterprises demand more than just a tool on maintenance mode.
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Cherwell was known for its low-code deployment and robust automation capabilities that could be adopted easily for various service processes. However, post the acquisition by Ivanti, Cherwell’s intuitive product will be replaced by a legacy, bloated platform—Ivanti Neurons.
The ROI on deploying Atom across our teams has been incredible. Unlike Jira Service Management, Atom allowed us to maintain our IT service team without adding a single headcount in six months. It handles simple queries that used to interrupt our Finance team, and it provides our CEO with real-time updates on shipments and orders - questions that would normally require a phone call or an email or a meeting, disrupting someone’s day.
The ROI on deploying Atom across our teams has been incredible. Unlike Jira Service Management, Atom allowed us to maintain our IT service team without adding a single headcount in six months. It handles simple queries that used to interrupt our Finance team, and it provides our CEO with real-time updates on shipments and orders - questions that would normally require a phone call or an email or a meeting, disrupting someone’s day.
With Atomicwork, we are transforming the digital workplace experience at Zuora. Our employees now enjoy instant support, seamless information access, and automated service workflows—all via Slack. This partnership is driving faster resolutions, enhanced productivity, and a smarter, more connected workplace.
Built with AI at its core, Atomicwork uses smart AI agents to navigate across systems, delivering instant troubleshooting support and contextual assistance.
Atomicwork meets users where they are, inside Slack, Teams, email, or the browser, so that they can get instant support without interrupting their work.
Built for people and not just processes, Atomicwork is easy to deploy, simple to use, and loved by both IT and end users thus accelerating adoption.
criteria |  |  |
Core focus | Traditional ITSM, customization-heavy platform | AI-native, user-first agentic service management platform |
Self service | No native Slack or Teams integration | Native Slack, MS Teams, in-browser support for modern teams |
AI capabilities | Propietary AI oriented around predefined workflows and a static knowledge base (“billions of phrases” pre-loaded) | Built-in AI with continuous innovation |
User experience | The interface is reported as “clunky” or reminiscent of older software | Clean and intuitive interface, designed with the end-user and IT team experiences in mind |
Incident management | Comprehensive incident management, reliant on admins to configure categories, workflows, and routing rules manually | Smart incident management features with AI-driven assistance for triaging, notifications and resolution |
Change management | ITIL-compliant, process-driven change management practice | Intelligent change management module with AI-driven assistance for risk analysis and rollout |
Service catalog management | Significant effort to build a full catalog and make it discoverable | AI-discoverable service catalog and fulfillment workflows |
Problem management | ITIL-compliant, process-driven problem management practice | Intelligent problem management module with AI-driven assistance for task generation and risk analysis |
Knowledge management | Traditional knowledge management without enterprise search or continuous learning capabilities | AI knowledge management built to continuously learn and provide contextual, personalized answers |
Workflow automation | Relies on heavy scripting/configuration by developers | Enables no-code workflows and agentic automation |
Deployment and customization | Deployments/customizations require extensive time and expert help (developers or consultants) | Can be rolled out quickly with minimal developer dependency |
Customer support | Plug will be pulled completely in the next few months | 24*7 support focused on faster resolutions providing value for modern IT teams |
Ditch the portals. Deliver always-on assistance through Microsoft Teams, Slack, email, or the browser. Atom, your AI-powered assistant, handles everyday requests like password resets, software access, or real-time troubleshooting.
Use AI to spot incidents proactively, route requests, and handle service catalogs for multiple departments with one powerful platform. Atomicwork also taps into asset data to simplify root-cause analysis and streamline change management.
Leverage Agentic AI to automate service delivery across multiple teams like IT, HR, Finance or workplace services. Integrate with knowledge sources and set up service catalogs in minutes to see faster time-to-value.
Ivanti has officially announced that Cherwell Service Management will reach end-of-life on December 31, 2026. After this date, Cherwell will no longer receive updates, patches, or support from Ivanti as they have shifted their focus to Ivanti Neurons for ITSM.
While the Cherwell software won’t stop functioning immediately, it will no longer be maintained or secured that leaves users at risk. This decision was communicated in 2023 to give current users time to plan their migration to a new ITSM platform or transition to Ivanti Neurons.
After December 31, 2026, Cherwell will be fully unsupported in terms of rolling out new updates, patches, or technical help from Ivanti. After Cherwell’s EoL, any bugs, security vulnerabilities, or compatibility issues will be the organization’s responsibility to fix. When companies fail to address them, they could raise serious compliance concerns due to the lack of serious security fixes. Ivanti and its partners too strongly recommend migrating before the deadline to avoid running into usage issues.
Not necessarily. While Ivanti encourages users to migrate to the Neurons ITSM platform, many Cherwell customers are using this moment to reassess their ITSM tool. Since migration is unavoidable, users are taking this opportunity to find modern alternatives to Cherwell that have better cost structures, customization options, and a faster pace of innovation. Evaluate ITSM platforms with their roadmaps, costs, AI capabilities, and vendor support in terms of migration and deployment in mind for an easier transition.
Yes, Atomicwork is a full-stack, end-to-end service management platform powered by agentic AI. It delivers core ITSM and ESM capabilities, enabling enterprise teams to provide proactive, context-aware support. With real-time assistance across departments like IT, HR, and Finance, Atomicwork helps reduce response times and enhance the end-user experience. You can sign up for a free demo, and our team will guide you through the platform.
Atomicwork follows rigorous security practices and complies with top certifications like SOC 2, GDPR, HIPAA, and multiple ISO standards. We prioritize data protection through key features like self-hosted storage, strict access controls, PII redaction, strong guardrails, and continuous monitoring of AI models. Read more about our security approach here.
Atomicwork offers three pricing tiers—Professional, Business, and Enterprise—tailored to the size of your organization. Each plan includes access to Atom, our AI-powered assistant, ensuring intelligent support at every level. Check out our detailed pricing here.
Yes, Atomicwork is built for scale. As a cloud-native, AI-powered platform, it supports large enterprises handling thousands of requests with ease. It integrates seamlessly with tools across your tech stack, including Notion, SharePoint and Confluence, Okta ,Azure AD, Kandji and Intune, HRIS like BambooHR. These integrations make Atomicwork flexible and enterprise-ready to supports multiple, custom workflows. If you don’t see the tools you use, reach out to us at [email protected] with your requirements.
Perspectives from Chad Ghosn, CIO and CTO of Ammex Corp, on the evolving role of AI in IT and how to pick the right AI partner.
IT organizations have been aspiring to shift left for years with low-to-moderate success. AI can help unlock true shift left through self service and hyperautomation.
Find out how you can evaluate and narrow down ITSM platforms that places agentic AI at the heart of its capabilities.
