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 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:
- April 8: Topic to be determined
Progress this past month
During Sprints 24 and 25, the team delivered substantial user‑facing functionality and foundational process alignment across change management, configuration management, Help Desk agents, incident and service requests, and system configuration, while completing targeted research to reduce risk and accelerate upcoming work.
Change management
Focused on improving change consistency, clarity, and lifecycle automation. Work included:
- Creating a standardized change template for FPM/SONAR outages.
- Consolidating multiple change forms into a single dynamic form.
- Defining change notification content.
- Refining change status flows to better guide technologists through next steps.
- Completing a change punch list to close remaining gaps.
Configuration management
- Enhanced data accuracy, compliance and operational visibility. This role drove the ability to record High Risk Data Audits to meet UW System policy, added detailed emergency contact instructions to employee records, and improved CI usability through punch‑list fixes based on UX testing feedback.
- Expanded governance and identity modeling capabilities by enabling the creation and ownership of non‑person employee records. This supports use cases such as service accounts, mailing lists, on‑call users and CI stakeholders while maintaining accountability.
Help Desk agents
Improved efficiency and data capture for frontline support interactions. Enhancements included:
- Linking existing incidents to phone calls.
- Handling phone calls without an existing customer record by capturing contact details.
- Enabling phone call referrals with proper resolution categorization and documentation.
Incident & service requests
Streamlined intake, classification, communication, and closure of incidents and requests. Key work included:
- Building WPS webforms for request offerings.
- Enabling generic service request classification.
- Improving email handling and referral workflows.
- Standardizing service team mail monitoring.
- Automating incident closure after resolution.
- Defining incident notification content.
System configuration
Delivered foundational platform capabilities to support integrations, access control, and service modeling. This included:
- Dashboards and saved searches for technologists.
- Expanded data models for departments, units and equipment options.
- Defining new roles (table manager, API write role).
- Handling API credentials.
- Managing non‑person entities and pending deletions.
- Supporting integration infrastructure (VMs and hosting).
- Exporting and mapping Cherwell data.
- Automating operational tasks such as network filter cleaning.