Case Study: INOVA FCU improves IT change and service desk tracking with ServicePRO

Inova Federal Credit Union tracks IT across 8 branches with ServicePRO

Inova Federal Credit Union, a credit union serving over 30,000 members, needed a unified system to manage both IT Change Management and Service Desk Management, including progress monitoring and reporting to meet Service Level Objectives. They turned to the vendor ServicePRO and its ServicePRO Professional Edition to address this challenge.

ServicePRO provided the solution by enabling the creation of a custom Change Management request form and skill-based service desk queues. Using this single system, Inova FCU can now review and track all IT department work in one location. The implementation includes custom reports and visual indicators via ServicePRO's Data Analysis feature, allowing staff to effectively track SLO performance and improve overall work efficiency and productivity.

Inova Federal Credit Union