IT Service Transformation

IT Service Transformation Program

IT Service Transformation: Our Journey Begins

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.

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

ChangeGear 8.0 Upgrade: Monday, March 15

One of our main IT Service Transformation Program initiatives is the upgrade to ChangeGear 8.0 (CG8) on March 15. This upgrade will happen in three phases, the first one focused on system performance.

Like any move, our transition to 8.0 requires some housecleaning – specifically, cleaning up open ChangeGear tickets. Important note: All tickets will migrate to CG8 and will still be accessible to you.

Preparing for ChangeGear 8.0 

  • Coming Monday, March 15

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.


LMS Training

Required for All IT Employees
Deadline, Friday, Feb. 26

Q&A Sessions. Feb. 9 – 25


  • Tuesdays and Thursdays, Feb. 9 – 25

  • Noon – 12:30 p.m.

  • Look for meeting invitations that were sent for these sessions.


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

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