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ITSM Tool Replacement Project update: October 2026

By

Whitney Jacobson

Cherwell, the software that runs our IT service management (ITSM) tool, WiscIT, will reach end-of-life in December 2026, and has been replaced with the cloud instance of the Ivanti Neurons ITSM product. Cherwell is now in read-only mode ahead of its full decommission.

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

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:

The ITSM Subteam resumed its regular meeting cadence in September and continues to meet on the 2nd Wednesday and 4th Monday of each month.

Progress this past month

Cherwell, the software that runs WiscIT, will reach end-of-life in December 2026, and continues to be replaced and enhanced through Ivanti Neurons for ITSM. For most of October, due to issues on the Ivanti side, our production environment ran on a different version than our development and UAT environments. Because changes could not move through the normal release path, the regular sprint cadence was paused.

The team prioritized work that could proceed safely: targeted fixes, API access for partner teams, and preparation for the Cherwell decommission. During the month, Cherwell was set to read-only mode in preparation for its full decommission in December 2026.

Incident management

Focus

Improving incident communication and Configuration Item (CI) visibility.

Highlights

  • Added the incident subject to automatic notification email subjects, so technicians can identify the incident without opening it.
  • Removed the display filter on the Incident CI tab so Service CIs attached to incidents now appear correctly.

Theme

Helping technicians understand incidents at-a-glance and see the full CI context.

Service request management

Focus

Improving service request lifecycle reliability.

Highlights

  • Fixed the closing escalation schedule so resolved Service Requests close automatically on schedule.
  • Closed Service Requests that had remained resolved for more than two weeks.

Theme

Keeping the request queue accurate and current.

System configuration

Focus

Strengthening access controls, user experience, and teamwork tracking.

Highlights

  • Restricted Server Administration (SA) CIs from non-SA roles.
  • Enabled automatic login with NetID in production.
  • Moved the WiscIT development backlog from Microsoft Lists to GitLab.

Theme

Improving platform governance and preparing the team for a steadier release cadence.

Integrations and API access

Focus

Supporting partner teams that rely on WiscIT data and automation.

Highlights

  • Provisioned read-only API access for Systems Engineering team scripts.
  • Provisioned read-only API access for Web Platform Services (webhosting).
  • Addressed API access for the Enterprise Integration ROAD team, which previously submitted Change Records to Cherwell through an automated script.

Theme

Restoring the integrations teams depended on in Cherwell.

Cherwell decommission

Focus

Preparing for the full retirement of Cherwell in December 2026.

Highlights

  • Set Cherwell to read-only mode.
  • Exported recruitment attachments for DoIT HR.
  • Exported DoIT HR Finalist attachments so HR can retain them for its records.

Theme

Preserving the records DoIT needs before Cherwell is shut down.

Key themes

  • Maintaining progress while production and lower environments were out of sync.
  • Clearer incident communication and CI visibility.
  • Stronger access controls and platform governance.
  • Restored API access for partner teams and their integrations.
  • Cherwell in read-only mode and records preserved ahead of its December 2026 decommission.