Cherwell, the software that runs our IT service management (ITSM) tool known as WiscIT, will reach end-of-life on December 17, 2026, and will be replaced with the cloud instance of the Ivanti Neurons ITSM product.
Join us for the monthly project updates!
We encourage you to join us at the DoIT Service Management Subteam. This informal group meets periodically to discuss tools and processes related to the DoIT Operational Framework and new development in our ITSM tool. We know schedules are busy, so join us when you can.
How to join the DoIT Service Management Subteam
Email us to join the subteam, or add the meeting series to your calendar.
Add Monday meeting series to your calendar
Add Wednesday meeting series to your calendar
More about the subteam meetings
- The group meets on the 2nd Wednesday and 4th Monday of the month
- Presenters share project updates at the Wednesday meetings
- Monthly demonstrations of Neurons
Subteam group members will:
- See tool demonstrations
- Learn about project updates
- Give feedback on the development
- Volunteer to engage further with the project
Upcoming subteam meetings:
- Mar 11: Project timeline update and change request demonstration – Normal, standard and emergency CRs
Progress this past month
During Sprints 22 and 23, the team delivered substantial user‑facing functionality and foundational process alignment across Change Management, Incident and Service Request lifecycles, and Email-driven support, while completing targeted research to reduce risk and accelerate upcoming work.
Change management
Change workflows now better support governance, approvals, and real‑world execution across standard, normal and emergency scenarios.
- Delivered standard, normal and emergency change creation, including new workflows to create standard change requests from approved standard change templates.
- Implemented change statuses by change type to enable accurate lifecycle progression.
- Added change categorization (default, network and critical infrastructure) with automated routing to appropriate approver groups.
- Enabled flagging of changes that require CMDB updates, generating follow‑on tasks.
- Completed change status and lifecycle research to align configuration with documented processes.
Incident & service request lifecycle improvements
Incident and service requests now more accurately reflect work state, improving automation, queue management and reporting.
- Implemented incident and service request statuses aligned with documented lifecycle definitions.
- Delivered an automated aging process for incidents awaiting customer response, including reminder notifications and auto‑resolution.
- Completed lifecycle research and documentation for incidents and service requests, producing implementation‑ready guidance and workflows.
Email intake & contact tracking
- Implemented an inbound Help Desk email queue and dedicated workspace to prioritize unhandled emails.
- Enabled email classification by service and classification prior to creating a parent record.
- Delivered actions to create incidents or service requests directly from classified emails.
- Designed a custom email layout for Help Desk Email Agents to surface relevant information.
- Completed inbound email behavior research to inform future automation.
Research, configuration & UX foundations
Completed research and UX standards reduce future rework and provide clear guidance for scalable, consistent configuration.
- Conducted record‑locking research to understand configuration options across key record types.
- Advanced UX standards work, documenting layout elements and best practices for consistent design.
- Produced research artifacts and workflow diagrams to support efficient implementation in future sprints.