The EJ Group faced a critical need to migrate from Cherwell Service Management (CSM) before its official end-of-life date. Their existing system was no longer sustainable, especially as operational demands continued to grow. To ensure continuity and meet evolving business needs, they selected the Ivanti Neurons for ITSM platform. This Cherwell migration to Ivanti Neurons was driven by the need for a more modern, scalable, and integrated solution. Previously, the organization struggled with fragmented data across multiple sources. This lack of a single source of truth created inefficiencies and hindered decision-making. Therefore, a modern, integrated solution was essential to streamline operations and improve service delivery.
Solution
T4S Partners delivered a complete solution in just six months—and under budget. They leveraged the out-of-the-box (OOTB) capabilities of Ivanti Neurons ITSM, ITAM, Discovery, and SCCM Integration. This approach minimized technical debt while expanding the organization’s service offerings.
Moreover, the implementation focused on using native platform features. As a result, the EJ Group avoided unnecessary customizations and reduced long-term maintenance costs. The project also emphasized scalability, ensuring the solution could grow with the organization’s future needs.
Results
The Cherwell migration to Ivanti Neurons produced several measurable improvements across the EJ Group’s IT operations. First, technical debt was significantly reduced. In addition, the project introduced a service catalog and a modern customer portal. These enhancements improved user experience and increased service request efficiency.
Automation was also introduced to support onboarding and offboarding processes. This change reduced manual effort and improved consistency. Furthermore, with Neurons for Discovery, the EJ Group now has a federated, single source of truth for all devices. This has improved asset visibility and data accuracy across the organization.
Services
T4S Partners provided a comprehensive set of services to support the implementation:
- Asset Management & CMDB: Delivered accurate tracking and configuration visibility.
- Master Incident Management: Enabled parent-child incident relationships for better incident resolution.
- Change Management: Expanded and aligned processes with best practices.
- Customer Portal & Dashboards: Enhanced usability and reporting through intuitive design and configuration.
There’s never a perfect time to introduce or change critical system platforms, but experienced and professional integration partners make big operational challenges less stressful.
Need a partner who can improve your day-to-day functionality? Contact T4S Partners for a consultation.
