In every city, a complex web of technology ensures seamless operations. Imagine the chaos if traffic lights or the subway stopped functioning. Information Technology Service Management (ITSM) plays a crucial role in maintaining urban environments and preventing city-wide disruptions.

Recognizing this, the City embarked on a journey to transform its ITSM capabilities, creating a blueprint for future enterprise service management. By transitioning to Ivanti’s Enterprise Service Management (ESM) solutions and partnering with T4S Partners, the city addressed the limitations of its previous system and introduced functionalities that better align IT with broader business objectives.

The City faced significant challenges with its existing ITSM system, which became difficult to manage and scale. Relying on a highly customized Cherwell Service Management (CSM) platform approaching its end-of-life, complexities and fragmented data across multiple sources led to inefficiencies, hampering operations and strategic decision-making.

Despite the challenges, the benefits were significant, such as improved service delivery and quality of life for residents. Advanced automation capabilities and a comprehensive Configuration Management Database (CMDB) streamlined IT operations and laid a robust foundation for future digital transformation. The successful ITSM migration not only improved day-to-day operations but also set a precedent for future technological progress. To achieve a successful migration, the first phase focused on a comprehensive project plan aimed at elevating Information Technology Service Management (ITSM) capabilities.

ITSM Migration Project Overview

  • Mission:
    • Elevate Information Technology Service Management (ITSM) capabilities.
  • Goals:
    • Integrate key systems.
    • Enhance process maturity.
    • Leverage automation.
    • Bolster portal and reporting capabilities.
    • Streamline IT operations.
    • Align IT services with the city's business goals.
  • Platform Selection
    • Chosen Platform: Ivanti's Enterprise Service Management (ESM) solutions.
    • Key Features:
      • Robust capabilities.
      • Scalability.
      • Proven track record in large-scale implementations.
      • Comprehensive Configuration Management Database (CMDB).
      • Advanced Change Management capabilities.
  • Implementation Partnership
    • Partner: T4S Partners, a Premier Channel Sales Ivanti partner.
    • Role and Requirements:
      •   Deep understanding of Ivanti's offerings.
      •   Navigated migration complexities.
      •   Ensured seamless implementation without disrupting existing operations.
      •   Key to achieving improved process maturity and service delivery.

To further enhance these successes and future impacts, the City undertook a strategic migration to Ivanti's ITSM and ITAM solutions.

Migration benefits of Ivanti ITSM and ITAM

The City gained significant advantages by switching from the outdated Cherwell system to Ivanti's modern ITSM and ITAM solutions. This transition prevented end-of-life issues and provided a more robust framework for enterprise systems management. It not only solved immediate problems but also brought new features that improved overall service delivery.

Retiring old systems reduced technical debt and brought benefits. Ivanti's platform improved the service catalog and support portal, making it easier for users to request services. The centralized configuration management database provided accurate data, increasing the efficiency of support operations. Neurons for Discovery automated asset management, making the IT environment more transparent.

The migration included automation features to improve service requests and onboarding. Automating routine tasks freed up IT staff to focus on strategic initiatives and ensured efficient handling of service requests, leading to faster resolutions and improved user satisfaction.

Ivanti's solutions provided a systematic approach to change control, ensuring changes were well-documented, authorized and implemented smoothly. This was essential for preserving the integrity and reliability of the city's IT services. Despite the systematic approach and benefits provided by Ivanti's solutions, the City faced several challenges during the transition to the new ESM system.

Overcoming challenges

As the City aims to streamline operations and improve service delivery, a comprehensive Configuration Management Database (CMDB) became vital. Serving over 4,000 users, the service desk's limitations in asset management and discovery hindered timely incident response and asset tracking.

One primary hurdle was integrating with Microsoft's Entra ID, initially posing a significant roadblock for seamless migration of user data and access control. Ivanti’s technical support team stepped in with robust solutions, ensuring smooth integration and maintaining the project's momentum.

Data fragmentation was another challenge. The previous ITSM system caused data to be scattered, making it difficult to use the new CMDB and Asset Management solution fully. Ivanti’s solutions introduce a cohesive data management strategy, consolidating and streamlining information to improve IT asset tracking and management.

The City’s complex customization requirements added another layer of complexity. The absence of advanced Change Management solutions and automation capabilities was also a critical pain point. These features are essential for ensuring service delivery continuity and operational efficiency in a fast-paced urban setting. Recognizing these gaps underscored the need for a more robust ITSM solution that aligned IT services with business goals.

With the support of T4S Partners and Ivanti’s advanced solutions, these challenges were effectively addressed. Ivanti's solution's flexibility allowed seamless integration of custom processes, ensuring a smooth transition without disrupting ongoing operations.

Overcoming challenges in automation and discovery was also critical. These abilities were essential for improving service delivery, and careful planning ensured their successful implementation. The collaboration with T4S Partners was instrumental in managing the initial setup and setting the stage for future digital transformation.

The City’s experience highlights the importance of a robust and adaptable ITSM solution, a well-thought-out transition strategy and the value of expert support. Advanced ITSM solutions have a transformative impact on improving operational efficiency and service delivery.

Aligning IT with business goals

Building on this understanding, the City strategically adopted Ivanti’s Enterprise Service Management (ESM) solution to further align IT Service Management with its goals for enhanced efficiency, accuracy and user experience.

By integrating Neurons for Discovery with the CMDB, the City improved asset and configuration management, addressing Intune connector issues and laying the groundwork for better incident handling and change management. This led to efficient asset tracking, reduced downtime and improved service delivery.

Ivanti’s platform also improved incident handling and streamlined change management, boosting response times and service quality. Comprehensive surveys ensured IT services met user needs, refining service request workflows and improving the customer portal's user-friendliness. Automating service request management allowed IT to focus on strategic initiatives, aligning IT capabilities with the City's goals and modernizing service management for future digital transformation.

These strategic improvements positioned the City for long-term success, showing its dedication to improving service delivery and the quality of life for its citizens through aligned IT and business goals. Having established these strategic improvements, the City continued its digital transformation journey by moving to IT Service Management.

Implementation Approach

The City’s move to IT Service Management with Ivanti Neurons for ITSM is a major step in the city’s digital transformation journey. The move not only addressed the immediate challenges of the previous system, but also introduced advanced capabilities such as automation and a full CMDB, which will help the city grow and innovate in the future. The new platforms capabilities in asset management and discovery have significantly improved the city’s IT capabilities, ensuring that IT services are closely aligned with the city’s business goals.

The partnership between T4S Partners and Ivanti was key to the success of the transition. T4S Partners’ expertise made the migration process seamless and non-disruptive to the City’s operations. This partnership has laid a strong foundation for the City to continue to improve its IT operations, showing the City’s commitment to improving service delivery and the quality of life for its residents. The implementation of advanced Change Management tools has further enhanced the City’s ability to adapt to the ever-changing technology landscape, ensuring the City’s IT infrastructure remains robust and efficient.

Conclusion

The City’s transition to Ivanti Neurons for ITSM marks a major milestone in its digital transformation journey. This move overcame previous system limitations, significantly improving IT capabilities. The modernization project introduced advanced ITSM functionalities like a robust CMDB, Asset Management and Change Management to align IT with the city’s business goals. Automation and discovery capabilities will help the city adapt to technological changes, improving service delivery and residents' quality of life.

Partnership with T4S Partners was crucial, as their expertise ensured a seamless migration without disrupting daily operations. This collaboration met project goals, from initial implementation to ongoing optimization.

By leveraging the strengths of both organizations, the City has set a strong foundation for continued IT improvements and created a blueprint for other municipalities aiming to modernize ITSM. The investment in Ivanti's ESM solutions promises long-term benefits, allowing the city to keep pace with technological advancements and respond to residents' evolving needs. This transformation underscores the City's commitment to innovation and the value of strategic partnerships in achieving successful digital transformations. Other municipalities are encouraged to explore similar upgrades to improve their services and meet community needs.

Learn more about Ivanti’s Enterprise Service Management solutions. For insights from industry experts, check out Ivanti's YouTube Partner Insights interviews featuring various Ivanti partners and Michelle Hodges, Ivanti’s Senior Vice President for Global Channels and Alliances. Additionally, we encourage you to engage with our online community by participating in our forums and webinars. These are great opportunities to connect with other IT professionals, share your experiences and learn from industry experts.