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Integrations Cherwell Service Management

Integration · IT and identity

Cherwell Service Management + Finn.

Cherwell Service Management integration with Finn. Cherwell Service Management organizes IT support tickets, service requests, and knowledge articles.

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The work behind the connection

What you can do with Cherwell Service Management.

Cherwell Service Management organizes IT support tickets, service requests, and knowledge articles.

Resolve a recurring laptop application error and close the support loop

Finn takes a familiar employee technology problem from the initial report through the documented repair, using Cherwell Service Management to preserve the evidence and the final result.

Typically handled byEmployee IT support desk

Starts when

An employee reports a recurring laptop application error through an existing service channel.

What Finn handles

  1. Record the symptoms, affected employee, and relevant device in Cherwell Service Management.
  2. Use published support guidance and Microsoft Intune device information to identify the applicable routine fix.
  3. Run the approved action through Microsoft Intune, arranging any required restart with the employee.
  4. Check the returned device result and employee confirmation, then save the resolution and close the incident.

The result

The employee's working setup is restored and the support record explains the action that resolved it.

Complete a new hire's technology setup

Finn coordinates the digital work behind an employee's first day, turning approved hiring details into completed access and device tasks with one accountable service record.

Typically handled byIT onboarding coordinator

Starts when

Workday records an approved hire whose start date is approaching.

What Finn handles

  1. Create the onboarding request in Cherwell Service Management using the employee's role, manager, location, and start date.
  2. Provision the approved application groups through connected Okta and request any role exceptions from their owners.
  3. Apply the assigned computer's approved setup through Microsoft Intune and track the returned deployment results.
  4. Send the employee their setup instructions and record completed accounts, device details, and remaining physical delivery dependencies.

The result

The digital onboarding work is completed and the service record clearly separates ready systems from outstanding delivery tasks.

Fulfill a request for Microsoft 365

Finn completes the access-request workflow around Microsoft 365, carrying the employee's business need through the required decision and the resulting application assignment.

Typically handled byApplication access administration team

Starts when

An employee asks for Microsoft 365 access through Cherwell Service Management.

What Finn handles

  1. Identify the employee, requested access level, business reason, and applicable service-catalog requirements.
  2. Obtain the required manager or application-owner approval using the organization's approval process.
  3. Apply the approved assignment through connected Okta, which owns the application's user provisioning.
  4. Confirm the assignment result, notify the employee, and complete the Cherwell Service Management request with the approval and access references.

The result

The employee receives the authorized application access and the service record shows who approved it and what changed.

Complete the digital part of employee departure

Finn follows an approved departure through access removal, device follow-up, and service-record completion so the IT team does not rely on a chain of manual reminder emails.

Typically handled byIT offboarding and identity operations team

Starts when

Workday records an authorized employee departure and its effective time.

What Finn handles

  1. Open the departure workflow in Cherwell Service Management and identify the employee's accounts, device, and approved timing.
  2. At the effective time, suspend the accounts and revoke supported sessions through connected Okta.
  3. Apply the authorized device action through Microsoft Intune, keeping any data-retention or transfer decision with its owner.
  4. Record the returned access and device results, issue equipment-return instructions, and track the physical return separately.

The result

Digital access changes are completed and evidenced, while asset recovery remains visible until the equipment is actually returned.

Carry an approved change through execution and review

Finn manages the operational work around a controlled technology change, keeping the approved scope, execution evidence, and final service result connected in Cherwell Service Management.

Typically handled byIT change coordinator

Starts when

A service owner requests a routine change with an established implementation procedure.

What Finn handles

  1. Create the change record with affected services, schedule, impact, implementation steps, and the agreed rollback procedure.
  2. Route the change through the required approval path and wait for its authorized execution window.
  3. Start the approved job in connected GitHub Actions or Microsoft Intune, whichever owns the change.
  4. Check the job result and service observations, then record the outcome and close or retain the change for its actual exception.

The result

The change has a recorded authorization, execution result, and service assessment instead of an unverified status update.

Run the service-desk response to a shared outage

Finn connects employee reports to the operational incident, keeps affected people informed, and resolves the related service work when the underlying recovery is confirmed.

Typically handled byMajor incident coordinator and service desk

Starts when

Multiple Cherwell Service Management incidents report the same unavailable business service.

What Finn handles

  1. Group the related reports by service and symptoms, preserving each employee's affected work.
  2. Connect the service incident to PagerDuty for response ownership and Datadog for current service observations.
  3. Send confirmed progress updates and run only the remediation steps authorized by the incident procedure.
  4. After the response system records recovery, check outstanding reports and resolve the Cherwell Service Management incidents that are settled.

The result

The outage has a coordinated employee response, linked operational evidence, and a documented recovery across affected cases.

Turn repeated incidents into a verified permanent fix

Finn works the operational problem-management cycle behind recurring tickets, connecting the evidence, approved remediation, and follow-up checks instead of repeatedly closing the same symptom.

Typically handled byProblem management and platform operations team

Starts when

Repeated Cherwell Service Management incidents show the same failure pattern across employees or devices.

What Finn handles

  1. Collect the matching incidents, working temporary fixes, affected assets, and available monitoring evidence.
  2. Create or update the problem investigation with the confirmed findings and the proposed repair owner's decision.
  3. Carry the approved repair through the change process and execute its configured action in Microsoft Intune or GitHub Actions.
  4. Check the observations after execution and update the problem and linked incidents with the result.

The result

The recurring problem has a tracked repair and evidence of its outcome, with unresolved causes kept explicit.

Finish the routine work in an aging service queue

Finn takes responsibility for stalled requests whose next action is already known, completing the work and leaving real dependencies with a named owner instead of merely summarizing overdue tickets.

Typically handled byService desk queue manager

Starts when

A scheduled queue review finds aging Cherwell Service Management tickets with missing information or uncompleted routine actions.

What Finn handles

  1. Read each case's history, due date, request type, and the concrete action preventing completion.
  2. Ask focused questions where information is missing and execute already authorized actions through the connected owning system.
  3. Update the requester when work completes and resolve cases supported by an actual result.
  4. For remaining exceptions, record the specific dependency, responsible owner, and agreed next step in Cherwell Service Management.

The result

The queue contains current obligations and completed resolutions rather than stale tickets that require repeated manual inspection.

Connection setup

Set up the connection around your work.

Contact Finn to discuss the records your workflow needs and the actions you want it to perform.

Your team chooses what Finn can access, what agents can change, and when a person must approve the work. The connection needs the appropriate account access and permissions from Cherwell Service Management.

The Finn platform

Finn Agents

Help customers. Work with your team. Finish the job.

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Finn Systems

Business apps for the work behind the conversation.

Explore Systems

Finn AI Gateway

Control connected AI apps, models, access, and spending.

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Meet Finn

Put your Cherwell Service Management integration to work.

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