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 monthly project updates!
The DoIT Service Management Subteam is an informal group that 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.
- The group meets on the 2nd Wednesday and 4th Monday of the month
- Presenters share project updates and tool demonstrations at Wednesday meetings
- Monthly demonstrations of Neurons will start in September
Next Subteam meeting: Sep 10, 1pm via Teams
If you work with service requests or are curious about self-service capabilities in Neurons, this meeting is for you! We’ll review project progress and Will Crickman will give a live demo of service requests. It’s a great chance to ask questions and share feedback.
Add the Wednesday meeting series to your calendar
Progress from the past month
In sprints 11 & 12, the team worked on the following epics:
Incident configurations
- How to easily assign a callback to a phone agent
- How to assign a case back to the Help Desk (HD) and give a reason
- How to collect service specific information before escalating an incident
Problem configurations
- Linking problems to other problems
- Flagging problems as major incidents
- Configuring the outage object and linking it to problem
Change management configurations
- How to submit a Normal CR (change request) and a template for a Normal CR
- How to set the approval level of a submitted CR
- CR approval groups for different approval levels
Service requests
- Configuring the ability of an HD agent role to submit a test service request on behalf of a customer
What’s next
In Sprint 13, we will focus on 2 things: First, we’ll create service requests and work with a test stakeholder to determine what users with different designated roles can do, and what capabilities need to stay within the team that supports the ITSM tool.