Case Study: City of San Mateo improves help desk efficiency with Track-It!

Needing a new help desk system that was easy to implement and would make their customers happy, the City of San Mateo turned to BMC Track-It!

The City of San Mateo was facing significant challenges with its IT help desk, where a poorly implemented system caused staff to rely on paper tickets, leading to lost requests and poor communication with its 600 users. The city's senior project manager, Young Vu, was tasked with finding a new, easy-to-implement help desk solution from a vendor that would drastically improve customer service. After evaluating several options, the city selected the Track-It! solution from BMC Software.

BMC Software implemented its Track-It! solution, which included modules for help desk ticketing, network monitoring, remote access, and asset management. This provided the city with a web-based self-service portal for users, tools for proactive network monitoring, and rapid inventory capabilities. The results were substantial cost savings, including nearly $14,000 on a single inventory project, a safer and faster network, and greatly improved satisfaction among users, technicians, and management. The implementation was completed in just three days, and BMC Track-It! was praised for its ease of use and excellent support.

City of San Mateo

Young Vu

Sr. Project Manager