Case Study: Henrico County Public Schools improves service desk efficiency with Serviceaide ChangeGear

Henrico County Public Schools scales IT support for 50K+ students and staff with Serviceaide

Henrico County Public Schools, a large and complex school district in Virginia, faced significant challenges with an outdated service desk solution. Their previous system had slow logging, poor search functionality, and reporting issues due to redundant fields. As the district grew, this system could not meet the needs of its lean IT team, which supports over 50,000 students and staff with a high volume of monthly tickets. They turned to Serviceaide and its ChangeGear platform for a more robust IT service management solution.

Serviceaide implemented its ChangeGear solution, including modules for Service Request, Incident Management, Project Management, and SQL Server Reporting Services. This provided advanced automation, ITIL-based processes, and comprehensive reporting dashboards. The results were improved service desk efficiency, faster reaction times, and better tracking of performance indicators. Most notably, the solution allowed the small IT team to scale its support effectively, which was critically important for the district's successful transition to virtual and hybrid learning during the COVID-19 pandemic.

Henrico County Public Schools