Case Study: Pearson Education achieves faster incident resolution and reduced ticket backlog with Geckoboard

Pearson - Customer Case Study

Pearson, the world’s leading education company with more than 45,000 employees across 70+ countries, needed to become more agile and data-driven at global scale. David Ferguson, VP Communications Technology, faced the common enterprise challenge of visibility and coordination: a gap between those who need data and those who can deliver it, skill and knowledge gaps across teams, and the need to be “always-on” to prevent break-fix responses.

Pearson adopted cloud tools and deployed Geckoboard dashboards to pull live metrics from ServiceNow, Jira, Pingdom and other systems, making key operational data visible and actionable. The change let teams spin up incident dashboards in minutes, streamlined monthly reporting, pushed vendors to expose data, and — by highlighting oldest tickets and ownership — produced a dramatic reduction in ticket backlog and faster resolution times while improving overall operational transparency.

Pearson Education

David Ferguson

VP Communications Technology