Cherwell to Ivanti ITSM Implementation Case Study
Project Overview
The City of Pittsburgh embarked on a journey to enhance its IT service management (ITSM) capabilities by transitioning to a modern, ITIL-compliant platform.
The goal was to implement a solution that would integrate seamlessly with key systems, improve process maturity, leverage automation, and enhance both portal and reporting functionalities.
T4S Partners was selected to deliver comprehensive services to ensure the success of this project.
Objective
T4S Partners, in collaboration with Ivanti, provided a robust solution aimed at addressing several key objectives for the City of Pittsburgh:
- Asset Management & CMDB: Enhanced the management of assets and configurations, ensuring accurate tracking and control.
- Master Incident Management: Introduced the ability to relate child incidents to parent incidents, improving incident management efficiency.
- Change Management Processes: Streamlined change management to align with best practices and reduce the risk of disruptions.
- Survey and Analysis: Conducted in-depth surveys and analysis to understand current systems and processes, guiding the implementation strategy.
- Workflow Service Request Approvals: Improved the handling of service requests, making the approval process more efficient.
- Customer Portal: Enhanced user interaction by upgrading the customer portal, making it more intuitive and user-friendly.
- Recurring Service Requests: Implemented systems to efficiently manage recurring service requests.
- Neurons for Discovery Integration: Integrated Neurons for Discovery with the ISM CMDB, resolving issues with the Intune connector to ensure accurate device discovery.
Client Overview
The City of Pittsburgh, a government entity with over 4,000 users and 51 concurrent agents—including more than 90 service desk analysts—faced significant challenges with its previous ITSM system. The existing Cherwell Service Management (CSM) platform was highly customized, making it difficult to maintain and scale. Data fragmentation across multiple sources created inefficiencies, and with CSM’s end-of-life (EOL) looming, the City needed a modern solution to support its critical operations.
