Cuyahoga County’s IT department launched an initiative to implement an ITIL-aligned Change Management for Cuyahoga County that would enhance internal processes while aligning with broader county-wide procedures. While the goal was to adopt ITIL standards where they made sense, the team also needed to preserve the County’s established change protocols.
To achieve this, the department focused on improving the end-to-end change experience for all stakeholders. These included implementers, requesters, managers, and the Change Advisory Board (CAB). In addition, they aimed to reduce inefficiencies, streamline communication, and make the system more intuitive. As a result, Cuyahoga County partnered with T4S Partners to design and implement a tailored solution that would meet both technical and organizational needs.
Solution Approach
To begin, T4S Partners facilitated a design workshop to define the structure of the new Change Management process. During this session, Cuyahoga County personnel provided detailed documentation outlining field placements, required inputs, and role-based permissions.
Following the workshop, T4S customized the Ivanti platform to meet the County’s operational and security requirements. After development, the team initiated a testing phase. During this period, County staff tested the system and shared feedback on defects and suggested improvements.
Consequently, T4S addressed all issues promptly and iteratively. Once the system met expectations, the County launched its new Change Management module. Throughout the process, both teams maintained close collaboration, ensuring the final solution was functional, user-friendly, and aligned with the County’s goals.
Moreover, the implementation of the ITIL-aligned Change Management for Cuyahoga County helped establish a scalable framework for future enhancements.
Results
The new system introduced a Manager Approval phase, which improved oversight and communication. Additionally, the Change Request phase became bidirectional, allowing both requesters and managers to make updates.
T4S also implemented a process for duplicating similar changes, which saved time and reduced manual effort. Furthermore, the redesigned navigation aligned with other Ivanti modules, helping employees learn the system more quickly. As a result, users adapted faster and required less training.
A custom dashboard now supports more efficient meetings and provides better reporting on decisions and outcomes. Ultimately, the County gained a more transparent, responsive, and efficient change management process.
Client Quotes:
“Return to Requester by the CAB or the Manager has proven to be quite valuable for our organization.”
“With our custom dashboard we’ve been able to utilize the meeting time more effectively and end earlier with more accomplished within our set time-frame.”
