University of Wisconsin–Madison

ITSM Tool Replacement Project underway

DoIT’s IT service management (ITSM) tool is a crucial part of IT service delivery and enables functions of the DoIT operational framework. Cherwell, the software that runs our ITSM tool known as WiscIT, will reach end-of-life on December 17, 2026. To maintain DoIT’s essential IT service management functions, we have decided to replace Cherwell with the cloud instance of the Ivanti Neurons ITSM product. A project team formed in January 2025 and officially launched the project in early March. The project team’s goal is that Neurons will:
  • Be highly operational at go-live
  • Be actively in use by all current Cherwell users by July 2026
  • Have migrated workflows actively in use
  • Allow DoIT to meet audit and policy requirements
  • Continue to offer self-service incident or service request capabilities
  • Provide improvements on accessibility and meet cybersecurity standards
  • Have documented and clear processes, roles, and responsibilities for all stakeholders
The project team will engage stakeholders through calls for participation, direct outreach, email updates and through the project website. Our first call for participation is now!

How to participate

Email Jesse Henderson, the ITSM Tool Replacement Project manager, to be added to the existing DoIT Service Management Subteam. The subteam meets every second Wednesday and fourth Monday of the month. The scope of this team is to discuss tools and processes related to the DoIT Operational Framework. We’ll use this recurring meeting as a primary venue to share project updates and request volunteers for testing and feedback, in addition to connecting with stakeholder groups directly. If you’d like to be engaged on this project but cannot join the IT Service Management Subteam meeting series, still reach out to the project manager and we’ll coordinate an engagement. We will also keep the organization updated through emails, DoIT Connection articles and via the project website. The project team plans to have a new tool ready for use by July 2026.

Questions?

Reach out to the project team via this feedback form.