Case Study: Peterborough achieves an agile, centralized service desk and rapid COVID-19 response with TOPdesk

Peterborough - Customer Case Study

Peterborough (Ontario) and its Peterborough Technology Services (PTS) team support about 1,000–1,200 end users across the City, Peterborough Utilities Group and the local Police Service, but lacked a centralized way to capture and track requests which led to uneven workload distribution. In 2017 PTS selected TOPdesk as their ITSM/service-desk tool to create a formalized, easy-to-use system for operators and staff.

TOPdesk was rolled out across departments and projects, with roughly 65 operators and dedicated operator groups (for GIS, SAP rollout, etc.) using the platform to log, track and prioritize work. TOPdesk enabled the team to implement COVID-19 “BCP” categorizations, run daily triage meetings for faster prioritization, support the SAP implementation and extend the tool to new departments—providing centralized visibility for 1,000–1,200 users and measurable operational control during major initiatives.

Peterborough

Nick Powers

Manager, IT Security and Service Desk