IT Service Transformation

IT Service Transformation Program

IT Service Transformation: Progress on Our Journey

We’re excited to embark on our IT Service Transformation Program journey, which includes making process improvements and applying best practices within our division. This transformation program is a collaborative process across all IT, and we’ll need your help along the way.

ChangeGear 8.0

Using ChangeGear 8.0

IMPORTANT: Use Microsoft Edge, Chrome, Firefox or Safari. Internet Explorer is not supported.

Is it urgent?

Call the Help Desk

For urgent issues that are causing a critical work stoppage, call the Help Desk instead of submitting a ticket. Here are examples of when to call the Help Desk:

  • Patient is in surgery and the surgeon can’t view images.

  • No one can view vitals in Epic.

  • Armband labels aren’t printing on any armband printers.

  • ED is unable to admit or discharge patients.

  • Executives are presenting, and audio-visuals aren’t working.

  • Phones are having a busy signal when employees are calling an internal department.

Incident Requests and Service Requests

What’s the difference?

IT Ticket Queue Managers

  • Find your team’s Ticket Queue Manager.

  • Designated Ticket Queue Manager for each IT team.

  • Accountable for understanding what you need to do.

  • Helping us build an ongoing ticket management process grounded in ITIL best practices.


  • Join the Teams channel that’s open for questions.

  • Reach out to your team’s Ticket Queue Manager.

  • Open a ticket with the IT Help Desk and assign it to CG Admin.

Information Technology Infrastructure Library

The program leverages Information Technology Infrastructure Library (ITIL) principles.  

If you’re not familiar with ITIL, it’s a systematic approach for IT service management focusing on aligning IT services with business needs.

ITIL best practices and process improvements:

  • Access management

  • Incident management

  • Knowledge management

  • Request fulfillment


  • Contact the the IT Help Desk by clicking here or calling 832.667.5600.

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