Case Study: City of Brampton modernizes service management and self-service with Ivanti

City of Brampton cuts service desk calls by 75 with Ivanti

The City of Brampton, a large municipal government, faced the challenge of modernizing its IT service management and completing a digital transformation for its employees during the COVID-19 pandemic. To address this, the city partnered with Ivanti to implement Ivanti Neurons for ITSM, seeking to update its ITIL processes and shift from deskside support to a more efficient, cloud-based model.

Ivanti provided a cloud-based ITSM solution that enabled the city to build over a hundred customized workflows, greatly enhancing self-service capabilities and streamlining ITIL processes like Change and Incident Management. The results for the City of Brampton were significant: phone calls to the IT desk dropped dramatically, freeing 57% of the team for higher-level work, and Change Advisory Board meetings were reduced from two hours to under 30 minutes. The implementation by Ivanti fundamentally transformed service delivery across the entire organization.

City of Brampton