Case Study: Kirkwood Community College achieves 1-day emergency ticket resolution and major time savings with Brightly Software

Community College Sees Remarkable Time Savings With New Help Desk Work Order Solution

Kirkwood Community College, a Cedar Rapids institution serving about 17,625 students across 212 buildings, faced labor-intensive, manual IT processes and an outdated asset inventory that hadn’t been audited in five years as its technology needs grew. The college needed a more efficient way to manage help desk requests, work orders and IT assets to support an expanding fleet of devices.

Kirkwood implemented SchoolDude solutions—ITDirect and MaintenanceDirect (with ITAMDirect added later)—setting up ITDirect in three weeks. The new system routes 90% of customer-generated tickets automatically, cut emergency resolution from 3–4 days to 1 day, and enabled the team to support roughly 4,000 computers despite being down a full-time technician. ITAMDirect also provided asset visibility and helped recover a stolen laptop.

Kirkwood Community College

Dana Lighthall

Desktop support manager