The Arkansas Department of Transportation (ARDOT) faced a critical challenge. With Cherwell Service Management (CSM) reaching its end of life, ARDOT needed to transition to a new IT service management platform. Continuing with CSM would have increased technical debt and risked falling short of user expectations. Therefore, ARDOT sought a solution that would replicate existing portal functionality, ensure a seamless data migration, and minimize disruption to daily operations. As a result, the team prioritized the Cherwell migration to Ivanti Neurons, aiming for both stability and future scalability.
To address this, ARDOT partnered with T4S Partners. Their goal was to deliver a like-for-like experience in Ivanti Neurons for ITSM while also improving long-term efficiency. This required a thoughtful approach that balanced speed, accuracy, and user satisfaction.
Solution
To begin with, T4S Partners developed a tailored migration strategy to meet ARDOT’s needs. First, they re-implemented CSM functionalities within Ivanti Neurons for ITSM. This ensured that users would experience familiar workflows in the new environment. Then, the team executed a full data migration, preserving historical records and minimizing data loss.
In addition, T4S introduced advanced automation tools. These tools streamlined service processes and significantly reduced manual effort. Furthermore, a custom dashboard was built to provide real-time visibility into key metrics. Throughout the project, T4S maintained close collaboration with ARDOT to ensure alignment and transparency.
Training was also a top priority. T4S delivered a comprehensive Train-the-Trainer program, which empowered ARDOT staff to support and educate their teams. Consequently, the organization was well-prepared to adopt the new platform with confidence. Ultimately, the Cherwell migration to Ivanti Neurons not only met technical requirements but also strengthened internal capabilities.
Results
The migration was a success. ARDOT experienced a smooth transition with minimal disruption. User satisfaction remained high, and the new system met all functional expectations. Moreover, the project reduced IT costs and laid the groundwork for future enhancements.
As a result of this success, ARDOT is now excited to expand its ITSM capabilities and adopt additional ITIL processes. The organization now benefits from a modern, scalable platform that supports its evolving needs.
Services
- Implemented facilities management and a custom dashboard
- Migrated all relevant data to Ivanti Neurons for ITSM
- Built automation solutions to streamline operations
- Delivered Train-the-Trainer programs for internal enablement
