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.

Upgrade to ChangeGear 8.0 

Our upgrade to CG8 was successfully completed on Sunday, March 28. Here’s a look at what’s new: ChangeGear 8.0 – What’s New.


  • Please take two minutes or less to take this survey.

  • Your valuable feedback will help us assess the launch and improve on any future enhancements. All responses are completely anonymous. 

Support @ Go-Live

  • 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.

IMPORTANT: Be sure to use Chrome, Microsoft Edge, Firefox or Safari. Internet Explorer is not supported.

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.

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.

© 2020. Houston Methodist, Houston, TX. All rights reserved.