June 10: With the opening of the WiscIT Ivanti Neurons test environment on June 8, the project team will provide an overview of the features and functionality available in the test environment. The team will also address support issues and requests that users have submitted since the test environment launched.

Progress this past month

Help Desk agent

Improved frontline support workflows and customer interaction handling. Work included:

• Enabling laptop lifecycle processes (CLP checkout and check-in), allowing agents to manage device assignments and returns directly through service requests
• Introducing the ability to resolve emails by dynamically generating links to service request offerings, guiding customers to proper intake channels
• Feedback-driven improvements (HD feedback punchlist) and standardization of contact handling, contributing to a more efficient and consistent support experience

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Service technologist

Enhanced team-based work management, visibility, and operational control. Key work included:

• Auto-provisioning the service technologist role when users are added to teams
• Implementing response monitoring (“response watch”) for aging incidents
• Introducing DS Priority fields to manage work based on service-level agreements

These improvements help technologists track workload, prioritize effectively, and ensure timely responses to incidents and requests.

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ITSM manager

Strengthened workflow reliability and governance. This included:

• Fixing issues with the Service Request workflow for submitting standard change templates, ensuring successful creation of change templates upon approval

These updates improve trust in automation and ensure critical governance processes execute correctly.

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Incident management

Improved incident data, automation, and structure. Enhancements included:

• Configuring incident forms for consistency with other modules
• Adding person affiliation tracking to incident metrics
• Introducing response monitoring for stalled incidents
• Performing housekeeping to remove out-of-the-box (OOTB) noise (notifications, dashboards, searches)

This work improved data quality, usability and operational oversight.

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Service request management 

Standardized and improved service request usability. This included:

• Redesigning the service request form for consistency with other modules
• Cleaning up OOTB artifacts to reduce clutter and confusion

Additional enhancements enabled better workflows for request offerings, including integration with email referral processes.

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System configuration / platform

Delivered foundational system setup and structural improvements. Work included:

• Importing and structuring teams, team memberships, services, classifications and stakeholders from spreadsheet exercises into Neurons
• Reimporting and syncing service data from Cherwell
• Consolidating contact types into a unified model
• Implementing role auto-provisioning/deprovisioning based on team membership 

These changes established a scalable, clean data model and improved system governance.

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Configuration management

Enhanced CMDB accuracy and operational processes. This included:

• Supporting device lifecycle management (CLP checkout/check-in)
• Ensuring accurate updates to device ownership, due dates and status

These improvements aligned asset management with service request workflows and improved tracking of physical devices.

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Integration / technical

Enabled integrations and backend automation. Work included:

• Building data imports (VM import, service imports)
• Configuring scheduled jobs and role automation
• Consolidating contact data structures
• Ensuring smooth synchronization between systems like Cherwell and Neurons

These efforts improved system scalability and reduced manual administration.

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Research / strategy

Provided foundational guidance and documentation to support implementation. Work included:

• Publishing affiliation definitions
• Identifying service accounts requiring authorization
• Developing email templating strategies for Help Desk agents
• Capturing structured feedback for continuous improvement

These efforts ensured consistency and informed technical decisions.