Case Study: Laramie County School District achieves accelerated service desk response and streamlined facilities management with Cherwell Software

Wyoming’s largest school district improves facilities management and service desk processes

Laramie County School District, Wyoming’s largest district supporting 34 schools, needed a ticketing solution to manage facilities work orders as it rolled out a new SunGard ERP and wanted to modernize its service desk. The district also faced a predictable surge of roughly 3,400 incidents and requests during the six-week online student registration period, creating pressure to improve workflow and response times.

Cherwell Service Management launched on day one and was configured in 34 days to handle fleet management, playground inspections, custodial equipment, vandalism reports, preventive maintenance and more, letting staff close work orders in the field. Using Cherwell OneStep automations the IT team managed the registration spike and implemented Knowledge, Change, and Configuration Management, resulting in faster response times, streamlined processes across departments, and measurable time and resource savings.

Laramie County School District

Ed Finch

Service Desk Manager