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 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:

• May 13: The project team will provide a progress update following the DoIT-wide “Classifications, Teams and Stakeholders” spreadsheet activity and will detail planned steps for Ivanti Neurons general availability, workshops and training, documentation and Go Live.

Progress this past month

Help Desk Agent

Improved the ability to capture and manage customer interactions across multiple channels. Work included enabling chat contact and onsite contact recording, allowing agents to document interaction details and create related incidents or requests. Enhancements also included viewing a caller’s open service requests during phone interactions and introducing incident cancellation functionality, ensuring proper tracking of cancellation reasons and preventing further edits.

Service Technologist

Enhanced incident follow-up and proactive work management. This included the ability to schedule incident reviews (“Awaiting Review”) with automated reminders when review dates are reached, improving accountability and ensuring incidents are revisited in a timely manner.

Change Management

Strengthened notification accuracy and stakeholder communication. Changes included configuring notifications to reach all relevant parties (approvers, requestors, managers and stakeholders), implementing notification automation, and enabling users to associate stakeholders directly with change records. Additional refinements addressed usability and completeness through change punch list improvements.

Incident Management

Improved incident visibility, tracking and lifecycle management. This included creating an incident metrics/extension object to capture detailed reporting attributes, implementing incident notifications, adding concise incident preview (brief) forms for faster context understanding, and automating status transitions such as review triggers and lifecycle updates.

System Configuration/Platform Roles

Delivered foundational system enhancements and usability improvements. Key work included removing confusing default team assignments, defining role-based access strategies for dashboards and tools, improving employee data (e.g., greeting/short name usage) and enhancing forms (task form optimization, employee brief form for quick reference). These updates improved data consistency and overall user experience.

Configuration Management

Improved CI data quality and integration with external systems. This included configuring primary user relationships on CI devices via BigFix integration and ensuring accurate association of users to configuration items for better asset tracking and support.

Integration/Technical

Built and stabilized platform integrations and backend capabilities. Work included implementing a VM import process, setting up integration infrastructure, provisioning API access, and enabling automated processes, such as scheduled jobs for incident review tracking.