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 you 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:
- Feb. 11: Regular project update, an in-depth update on service classification strategy, and a demo on how classifications might look in Ivanti
- March 11: TBD
Progress this past month
In Sprint 21, the team delivered key improvements across several functional areas. Event management was strengthened with the ability to close events, create problems directly from events, and advance the Nagios integration. Change Management saw the introduction of both standard change templates and the ability to create standard changes from them. API access needed for the AIMS AD integration was provisioned, and new DS Unit and Department tables were added to support DTS portal workflows. Additionally, Help Desk agents can now view request offerings directly when handling phone calls, improving routing and efficiency.
System configuration
- UX Style Guide Pt. 1 – Created an object containing best‑practice UI layouts and controls to support consistent form and list design.
Event & Alert Management & Monitoring
- Close Event – Enabled SNCC Technologists and ITSM Managers to close events directly.
- Problem Creation from Event – Added the ability to create and link Problems from Events, including an Event tab on the Problem form.
- Nagios Event Integration Pt. 2 – Configured the integration script to authenticate to the Neurons API and pull CMDB data into a local CSV.
Change Management
- Standard Change Creation – Allowed Service Technologists to create standard changes from templates associated with their services.
- Standard Change Template – Enabled ITSM Managers to create standard change templates with all required fields.
Integrations & Automation Capabilities
- AIMS AD Integration – API Access – Created a dedicated API account for the AIMS AD script process and provided SIMS with credentials and documentation.
DTS Portal / Data Tables
- DS Unit Table – Added a workspace‑accessible table for DS Units with Department/Unit IDs and names.
- DS Department Table – Created a similar table for DS Departments, including friendly names, with validation pick-lists.
Contact Tracking
- Request Offerings on Phone Call – Added visibility of service‑specific request offerings within the Phone Call form’s dropdown.