Case Study: Oklahoma City Public Schools improves IT accountability and efficiency with ServicePRO

Oklahoma City Public Schools streamlines 1,600–2,200 monthly requests with ServicePRO

Oklahoma City Public Schools (OKCPS), a district serving 45,000 students, faced an overwhelming and unmanageable flow of IT service requests. Their challenge was ensuring all requests were addressed promptly, as the lack of a structured system led staff to prioritize simpler tasks, causing difficult requests to pile up and creating accountability and morale issues. To tackle this, they turned to the ServicePRO platform.

ServicePRO provided the solution by enabling OKCPS to automate request routing using organizational hierarchies and business rules, which dispatched tickets directly to the correct school queue. This eliminated manual dispatching bottlenecks and improved tracking. The implementation of a refined service catalog and project templates further streamlined complex processes. As a result, ServicePRO significantly enhanced operational accountability, transparency, and efficiency, allowing management to allocate resources effectively and identify recurring issues across the district's 95 schools.

Oklahoma City Public Schools