ITSM Tool Replacement Project update: Sprints 30 & 31
Catch up on progress as we transition to Ivanti’s Neurons. Join our next Subteam meeting for an update on the Ivanti test environment and go live. July 8, 1pm via Teams.
By Brianna Kuhn
Cherwell, the software that runs our IT service management (ITSM) tool, 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 Subte am! 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 simply add the 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:
July 10, 1 pm: The project team will provide an update on the Ivanti test environment and will share details on how the go-live transition will work. Go-live is planned for Wednesday, July 29!
Progress this past month
Roles & workspaces
Preparing operational teams with role-specific workspaces, dashboards, queues, permissions, and layouts.
- SNCC Technologist role polishing
- Service Technologist pre-polish
- HD Onsite Agent pre-polish
- HD Phone Agent pre-polish
- HDQA Agent pre-polish
- Help Desk Contract Partner Support (CPS) Agent role
- DoIT Help Desk CPS dashboard
- Cybersecurity role
- Cybersecurity email queue
Role readiness and user experience improvements to ensure each team has the tools, views and workflows needed to perform their work.
System configuration
Platform setup, automation, forms, environment management and data preparation.
- Prep UAT for launch
- Employee form standardization
- Standard issue email monitor
- HD Email Agent pre-polish
- Job to fix Self-Service role for early customers
- Weekly person maintenance job
- Email greetings
- Email greetings part 2
- PersonAPI bulk export and process
- Refresh UAT
Foundational system improvements that support data quality, automation, environment readiness and operational efficiency.
Incidents & service requests
Improving request handling, incident management workflows, notifications, reporting and agent experience.
- Service request emails
- Import handling information
- Service requests status on submission
- Restrict service validation to services with classifications
- Service request metrics object
- Cancel incident as spam
- Agents can’t close objects
Streamlining service desk operations through better automation, reduced user error, enhanced metrics and improved request processing.
Configuration management
Maintaining accurate configuration and on-call data.
- Create on-call users
- CI details cleanup
Improving configuration data management and simplifying CMDB-related maintenance and integrations.
Problem management
Consistency and usability of problem records.
- Problem form
Aligning the Problem form with the rest of the platform’s user interface and standards.