Case Study: Gauteng Department of Education achieves 50% faster incident response and support for 2 million students with BMC Software (Remedy Service Management Suite)

South Africa’s Gauteng Department of Education transforms ICT to support a digital learning strategy for 2MM students

BMC, a global leader in software that helps IT transform businesses, partnered with the Gauteng Department of Education (GDE) as it moved from traditional teaching to a digital learning strategy for more than 2 million students across 2,900 schools. GDE needed to modernize and automate ICT service management so teachers and students would have reliable, scalable IT support for expanding e-learning initiatives.

Working with partner CHM Vuwani, GDE implemented BMC Remedy Service Management Suite to provide a modern service desk with mobile capabilities and contextual ticketing. The solution halved incident response time (from 2–3 days to one day or less), reduced audit reporting from five days to under two hours, accelerated troubleshooting with richer user history and recommendations, and scaled support for millions of users and devices without increasing staff.

Gauteng Dept. of Education

Somayya Jooma

Deputy Director of Service Management,