Case Study: District School Board of Niagara achieves faster, automated service desk and happier staff with TOPdesk

Discover their journey towards better services and happier staff

The District School Board of Niagara (DSBN), which operates 79 elementary and 20 secondary schools serving more than 36,000 students across 100+ locations, struggled each school year with a service desk trapped by an inflexible, email‑powered ITSM tool. Daily issues like password resets, printer and Wi‑Fi problems overwhelmed staff because there was little automation, poor communication and cumbersome customization — so DSBN selected TOPdesk’s service management solution to modernize support.

TOPdesk implemented an out‑of‑the‑box solution in six days (going live the day before school started), introducing incident cards, a searchable knowledge base with automated suggestions, dashboards for 26 service staff, a user portal with status notifications, auditing, a priority matrix and improved reporting. The result was faster resolution, reduced reliance on temporary staff during peak times, clearer oversight across sites and better training insights — demonstrating measurable operational gains after TOPdesk’s deployment.

District School Board of Niagara

Derek Galipeau

Supervisor of Technical Services & Support