Cherwell to Ivanti ITSM Implementation Case Study
Solution
The City of Pittsburgh launched a strategic initiative to modernize its IT service management (ITSM) capabilities. This effort aimed to replace the legacy Cherwell platform with a more robust, ITIL-compliant solution. The Ivanti ITSM implementation for City of Pittsburgh was designed to integrate seamlessly with existing infrastructure. Additionally, the city sought to improve process maturity, increase automation, and enhance both the customer portal and reporting tools.
To achieve these outcomes, the City partnered with T4S Partners. As a result, T4S delivered a comprehensive implementation of Ivanti ITSM. This collaboration ensured the new platform would meet the city’s evolving operational needs. Moreover, it positioned the city for long-term ITSM success.
Results
The Ivanti ITSM implementation for City of Pittsburgh enabled better alignment with ITIL standards and modernized service delivery across departments. The city now benefits from improved visibility, streamlined workflows, and more efficient service request handling.
- Asset and configuration tracking improved, increasing control and reducing manual errors.
- Parent-child incident relationships streamlined resolution and reduced duplication.
- Change management processes now follow ITIL best practices, minimizing operational risk.
- The customer portal is more intuitive, enhancing the experience for staff and citizens.
- Recurring service requests are now handled with greater consistency.
- Integration with Neurons for Discovery resolved Intune connector issues, ensuring accurate device discovery.
These outcomes have significantly improved the city’s ability to manage IT services efficiently and at scale.
Services
T4S Partners, in close collaboration with Ivanti, delivered a full suite of services to meet the City of Pittsburgh’s needs:
- Asset Management & CMDB: Improved tracking and visibility of IT assets and configurations.
- Master Incident Management: Enabled linking of related incidents for faster resolution.
- Change Management: Streamlined processes to reduce disruption and align with best practices.
- Survey and Analysis: Conducted assessments to guide the implementation strategy.
- Workflow Approvals: Enhanced service request approvals for better efficiency.
- Customer Portal Enhancements: Delivered a more user-friendly and accessible interface.
- Recurring Request Handling: Implemented tools to manage repeat requests with ease.
- Neurons for Discovery Integration: Ensured accurate device data through seamless CMDB integration.
