Case Study: New Hanover County Schools streamlines IT and facilities support with Incident IQ

New Hanover County Schools Overhauls Technology and Facilities Support with a Unified Platform

New Hanover County Schools, a North Carolina district serving 43 schools and nearly 25,000 students, needed a better way to manage IT and facilities support as its existing tech stack could no longer keep up. Incident IQ helped the district replace its fragmented approach with a unified platform for asset management and help ticketing, supporting its 1:1 device initiative.

With Incident IQ, New Hanover County Schools gained tied device-to-user and device-to-ticket visibility, data-rich integrations with MDM and SIS systems, automated ticket routing, spare pool management for loaner devices, and stale ticket reminders for facilities work orders. The result was faster, more accurate support across IT and facilities, less manual searching and ticket sorting, and a simpler help experience for teachers, students, and staff.

New Hanover County Schools

Amy York

Technology Help Desk Manager