Case Study: Chesapeake Bay Academy achieves faster incident resolution and improved end-user satisfaction with InvGate Service Desk

Chesapeake Bay Academy is 'Head of the Class' with InvGate Service Desk

Chesapeake Bay Academy, a private nonprofit school for students with learning differences, was relying on email and manual processes to handle IT support for about 145 end users (130 PCs, six servers, 40 iPads), which led to missed or delayed incidents, no workflow or prioritization, and no reliable performance metrics. The Head of School required a fit‑for‑purpose ticketing system, and the academy selected InvGate Service Desk.

InvGate deployed its Service Desk ITSM solution, bringing ITIL-aligned ticketing, cloud-based self-service, automated email processing, and reporting/analytics. As a result, Chesapeake Bay achieved greater control over incident management, shorter resolution times, improved end-user satisfaction, fewer emergencies, and clear performance data — and now plans to extend InvGate Service Desk to facilities support.

Chesapeake Bay Academy

Christopher Hoth

Information Systems Manager