This project was executed with the overall goal of aligning the IT Department to some ITIL standards where it made sense within their department’s processes, while blending in the overall process with what the County does regarding it’s change process. These modifications allow for a more user-friendly experience associated with the Change from end-to-end and reduced waste from the Implementer, Requester, Managers, and Change Advisory Board’s perspective.
Solution Approach & Summary
- Held design workshop to plan and document the new design of Change Management
- Cuyahoga County personnel created and provided specific documentation on what fields would be where, what would be required, what would be editable based on security roles, etc.
- T4S spent time customizing Ivanti to fit the requirements based on the design requirements document and Cuyahoga County documents
- A testing period ensued, where Cuyahoga County tested the system and provided feedback to T4S on any defects and/or changes that were identified
- Once all defects and changes were performed, Cuyahoga County went live with their new Change Management module
Results
- New value stream has been implemented for a Manager Approval phase allowing for better managerial insight and better communication
- Change Request Phase now has a bidirectional value stream to allow requestor or manager modifications
- Made a process for similar changes to be duplicated into a new change
- Redesigned the navigation of the Change Module to align with Ivanti’s other modules allowing shorter conversations in getting employees uo-to-speed
- Generate a Custom Dashboard to allow for the meetings to be run more efficiently
- New Dashboard design allows for better reporting metrics on decisions made and changes that were implemented
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.”
