Case Study: Long Beach Unified School District boosts IT efficiency with Serviceaide

Long Beach Unified School District cuts ticket resolution time by 70% with Serviceaide

Long Beach Unified School District, a large public school system in California, faced significant IT support challenges. With a small team of fewer than five people handling 40,000 annual requests for over 10,000 staff, their basic ticketing tool lacked ITIL processes and self-service capabilities, creating inefficiencies that were exacerbated by the COVID-19 pandemic. To address this, they turned to vendor Serviceaide and its ChangeGear Service Management software.

Serviceaide implemented an ITIL-driven solution featuring a new service catalog, telephony integration, and self-service capabilities. This resulted in a 70% reduction in resolution time, from 30 days to just a few days, and allowed the district to support a 30% increase in users without adding new IT staff. The solution also enabled data-driven decisions, such as proactively stocking Chromebook parts to reduce student replacement wait times from weeks to one day. Serviceaide's AI-focused roadmap, including a planned Virtual Agent, continues to support the district's modernization goals.

Long Beach Unified School District