Case Study: North Dakota Information Technology Department achieves automated IT/business processes and 99.8% customer satisfaction with HEAT Software

State of North Dakota Automates it and Business Processes with Heat Software it Service Management

The North Dakota Information Technology Department (ITD) is the state’s centralized IT provider for government agencies, schools, libraries and businesses, operating a 347‑person operation that has expanded to offer contracted, 24x7 tier‑1 service desk support. As demand grew and agencies maintained separate help‑desk instances, ITD needed a scalable, ITIL‑aligned solution to raise process maturity, consolidate platforms, and improve efficiency while keeping costs low.

ITD transitioned from its legacy HEAT Help Desk to HEAT Service Management to automate incident, request and change workflows, enable a single enterprise service desk, and share staffing, licensing and hardware across agencies. The move delivered measurable benefits: streamlined operations and transfers, reduced agency staffing needs and costs, a 99.8% average customer satisfaction rating, stronger change control, and a hybrid/cloud‑ready platform with planned self‑service and mobile capabilities.

North Dakota Information Technology Department

Terese Birnbaum

Enterprise Service Desk Manager