ITSM Tool Replacement Project update: Sprints 32 & 33
WiscIT, powered by Ivanti Neurons, is live! Learn what the project team worked on to enable a successful go-live and what the future of WiscIT support looks like post-launch.
By Brianna Kuhn
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.
Office hours in lieu of Subteam meetings
The WiscIT Team is hosting daily office hours in lieu of biweekly ITSM Subteam meetings to support post-go-live activities. ITSM Subteam will resume its regular meetings in September.
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
Progress this past month
In July, the project team focused on go-live readiness, production stabilization, CMDB maturity, role enablement, workflow automation and service management improvements. Significant effort is dedicated to operational support teams, including SNCC, Network Services, Cybersecurity, Help Desk and Configuration Management.
Change management
Focus
Completion of post-testing and readiness items for SNCC processes and workflows.
Event & alert management & monitoring
Focus
Enhancing event management workflows by allowing SNCC technologists to acknowledge alerts without closing them.
Incident management
Focus
Improving the workflow between FIDO alerts and incident creation to support Network Services response activities.
Problem management
Focus
Expanding problem management capabilities and improving coordination between SNCC staff and response teams.
Platform configuration & administration
Focus
The largest body of work in the backlog, centered on production readiness, automation, platform configuration and user experience improvements.
Highlights
- Portal accessibility and branding enhancements
- Email queue and mail monitor improvements
- Request offering cleanup and WiscIT intake setup
- Manifest, KB, BigFix and other production imports
- Service request classification and workflow improvements
- Contact card enhancements
- Email monitor creation and administration
- Automated email handling and role-based email sending
- Self-service customer remediation
- Weekly maintenance and cleanup jobs
- Service keyword search capability
- UAT refreshes and change punch-list activities
- Email greeting and notification standardization
Theme
Building a stable, automated, production-ready platform while improving usability and reducing administrative effort.
Roles, Dashboards & Workspaces
Focus
Delivering role-specific experiences, dashboards, and operational views for key support organizations.
Highlights
- SNCC Technologist role polishing
- Network Services technologist role
- Operational Engineering dashboard
- SNCC dashboard
- Cybersecurity dashboard
Theme
Providing each operational team with tailored dashboards, searches, workspaces and workflows that align to their responsibilities.
Configuration management & CMDB
Focus
Improving CMDB quality, data integrity, integrations, stakeholder information and configuration item visibility.
Highlights
- On-call user creation
- CI relationship imports
- CI stakeholder imports
- CI matching preview enhancements
- CI details cleanup
- CMDB refresh activities
- NetBox network device integration
- Event visibility from configuration items
- Contact card icon enhancements
Theme
Strengthening configuration management through data migration, integration, cleanup and improved CI usability.
Service desk & operational process improvements
Focus
Streamlining analyst workflows and improving the day-to-day support experience.
Highlights
- Employee form improvements
- Contact card header enhancements
- Spam incident handling
- Preventing accidental record closure by analysts
- SMPH email integration
- Repair check-in tracking
Theme
Reducing analyst friction, improving consistency and supporting more efficient service delivery.
Bug fixes
Focus
Resolving workflow and functionality defects affecting analysts and end users.
Highlights
- Incident escalation behavior when records are unsaved
- Problem-to-incident linking permissions
- Portal Help Desk submission validation issues
Theme
Addressing defects that interfere with incident management, portal submissions, and problem management workflows.