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ITSM Tool Replacement Project update: Sprints 36 – 39

By

Whitney Jacobson

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

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

Cherwell, the software that runs WiscIT, will reach end-of-life on December 17, 2026 and continues to be replaced and enhanced through Ivanti Neurons. Recent sprint work focused on process automation, operational visibility, communications, outage management, and platform maturity.

Change Management

Focus

Improving change workflows, network change processes, outage coordination, and operational support for Change Records.

Highlights

  • Updated the Create Standard CR from Template quick action to automatically include related Configuration Items (CIs).
  • Added Network Change fields for Instructions to NOC, Detailed Impact Description, and Impact Analysis.
  • Introduced workflow-driven impact analysis tasks and automated NOC-related activities.
  • Added outage email notifications and Emergency Change outage task creation.
  • Updated Change Request titles to include current status visibility.

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

  • Implemented role-based visibility for Help Desk and Cybersecurity email templates.
  • Expanded access to email template management capabilities.
  • Added export functionality for service classifications and escalation information.

Theme

Providing support teams with better access to the tools, templates, and information they need.

Incident Management

Focus

Improving incident visibility, communication awareness, and reporting.

Highlights

  • Notify incident owners when customer notes are added.
  • Capture support contract snapshots on incident and service request metrics.
  • Reviewed open Cherwell incidents to support decommission planning.

Theme

Increasing awareness of customer interactions and improving operational reporting.

Service Request Management

Focus

Enhancing service request lifecycle management and asset visibility.

Highlights

  • Added a Configuration Item tab to Service Requests.
  • Resolved default approver validation issues after employee email changes.

Theme

Providing better asset context and improving request processing reliability.

Problem Management

Focus

Improving outage record quality and reliability.

Highlights

  • Enabled auditing on outage records.
  • Resolved outage close synchronization issues.

Theme

Increasing confidence in outage tracking, auditing, and reporting.

Email Support Integration

Focus

Improving outbound email communication and workflow integration.

Highlights

  • Added editable and role-based email signatures.
  • Improved email template formatting and application behavior.
  • Enhanced task assignment emails with additional context.
  • Added CC Team functionality.
  • Corrected email rule processing issues.

Theme

Creating more consistent and informative communications.

System Configuration

Focus

Enhancing governance, roadmap planning, and platform usability.

Highlights

  • Made critical role form fields read-only.
  • Developed roadmap planning artifacts.
  • Added SNCC Service Catalog Workspace.
  • Resolved customer inactivity escalation issues.

Theme

Improving platform governance and operational consistency.

Billing Enablement

Focus

Supporting billing data migration and operational readiness.

Highlights

  • Re-imported SE Billing Project Codes and Labor Billing String data.

Theme

Improving data quality and readiness for billing processes.

Key Themes

  • Change and outage process automation.
  • Improved communication and notification workflows.
  • Enhanced visibility into incidents, service requests, and configuration items.
  • Stronger operational governance and auditing.
  • Continued preparation for Cherwell decommissioning and Neurons adoption.