ITSM Tool Replacement Project update: Sprints 34 & 35
WiscIT, powered by Ivanti Neurons, is live, but we’re continuing to make changes and refinements. Catch up on the latest progress.
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.
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
The backlog is focused on enhancing ITSM processes across Change Management, Incident Management, Service Request Management, Help Desk operations, Problem Management, and System Configuration. The primary themes are workflow automation, operational visibility, outage management, role-based access, and improvements to change and service request processing.
Change management
Focus
Improving change workflows, network change processes, outage coordination and operational support for change records.
Highlights
- Update “Create Standard CR from Template” quick action to automatically include related Configuration Items (CIs) when creating standard changes.
- Add Network Change fields for:
- Instructions to Network Operations Center (NOC)
- Detailed Impact Description
- Impact Analysis
- Create workflow-driven Impact Analysis tasks and NOC notifications for network changes
- Expand Systems and Network Control Center (SNCC) Technologist task permissions
- Send outage email notifications when outage records are created
- Automatically generate outage-related tasks for emergency changes
- Improve Change Request title formatting to include status
- ITSM Manager Quick Action enhancements
Theme
Strengthening change governance, outage communication and automation around network and emergency changes.
Help Desk
Focus
Improving technician productivity, template management and operational resilience.
Highlights
- Create role-based visibility for Help Desk and Cybersecurity email templates
- Allow Cybersecurity Analysts access to the email template workspace
- Export service classifications and escalation information for outage preparedness and operational continuity
Theme
Providing support teams with better access to the tools, templates and information they need to work efficiently.
Incident management
Focus
Improving incident visibility, customer communication awareness and historical reporting.
Highlights
- Notify incident owners when customers add notes to incidents
- Automatically return incidents to a “Needs Attention” state when customer activity occurs
- Capture support contract information on incident and service request metrics records
Theme
Increasing awareness of customer interactions and improving historical operational reporting.
Service request management
Focus
Enhancing service request lifecycle management and visibility into related assets.
Highlights
- Add a Configuration Item (CI) tab to Service Requests
- Implement “Awaiting Review Scheduled” functionality with review dates and automated status updates
Theme
Providing better asset context and ensuring scheduled reviews are tracked and acted upon automatically.
Problem management
Focus
Improving outage record quality and reliability.
Highlights
- Audit all outage form fields
- Fix outage synchronization issues so records close properly on outage pages when end times are reached
Theme
Increasing confidence in outage tracking, auditing and reporting.
System configuration
Focus
Improving personalization and standardization of outbound communications.
Highlights
- Add editable email signatures to user profiles
- Automatically apply role-based signatures to outgoing emails
- Allow users and administrators to manage signatures appropriately
Theme
Standardizing communications while giving users flexibility to personalize their signatures.
Key themes
- Change and outage process automation
- Improved communication and notification workflows
- Enhanced visibility into incidents, service requests and configuration items
- Better support tooling for Help Desk and Cybersecurity teams
- Increased operational maturity through auditing, reporting and workflow standardization