Case Study: London District Catholic School Board improves IT asset management and remote support with TOPdesk

Asset management, sharing knowledge and a school board navigating remote work

London District Catholic School Board (LDCSB), a school board in Southwestern Ontario, Canada, supports 2,500 employees and relies on an 80-person IT department to serve staff and students. As its service demands grew, LDCSB needed better asset management, more reliable knowledge sharing, and a more efficient way to track and route requests across its IT service center. The organization also faced a major shift during the pandemic, when it had to support remote staff, students, and parents without its usual phone-based support model.

Using TOPdesk as its ITSM/helpdesk platform, LDCSB implemented asset tagging and inventory tracking, built a more detailed self-service portal with targeted request forms, added closure codes for better reporting, and expanded chat support during remote learning. TOPdesk helped the team move from one generic intake form to a more structured request process, while knowledge articles became a central resource for common issues like password resets, Teams, and VLE support. The result was improved ticket classification, stronger reporting, and broader self-service adoption, with noticeably increased use of TOPdesk knowledge articles and a more capable support organization after the remote-work transition.

London District Catholic School Board

Tom Wearing

Service Centre Analyst