40 schools, 3500 iPads. No problem.

Denton Independent School District (ISD) has been committed to providing quality education since its founding in 1882. Located about 25 miles north of Dallas and Fort Worth, the district encompasses 180 square miles and contains all or parts of 17 cities, communities, or major developments. Denton ISD includes four comprehensive high schools, seven middle schools, 23 elementary schools, two early childhood centres, an alternative high school, an advanced technology complex, and other specialised schools and centres.

Industry: Education

Employees: 5000

Website: http://www.dentonisd.org

Products

Service Manager

This solution, deployed in the cloud or on-premise, helps IT departments modernise the service desk and deliver more value to the business. Organisations can: 1) reduce service desk call volume by up to 80%, maximising operational efficiencies; 2) reduce downtime due to unplanned or unapproved changes by up to 75%, cutting IT costs; and 3) reduce the number of status calls received by up to 80%, improving service quality and compliance.

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[product summary]

Growth means managing a growing workload

From kindergartners to high school seniors, learning increasingly depends on technology. For the Technology team at Denton ISD, that means supporting more users, more devices, and more school sites. A four-person helpdesk team supports 5,000 teachers and staff. The district is opening a new middle school for the 2017-18 school year. With the workload growing and resources flat, the Technology helpdesk team looked to mature its service management processes to meet the growing demand.

Benefits to Denton ISD

Simplifying technology support

The helpdesk team can more easily deliver services to 40 school sites without driving to the locations. The team can work from anywhere.

Automating workflows

The team created a workflow to mitigate the impact of malware in email. The campus technician at the school is notified automatically to clean up the infected device.

Infected Email Fallout

With Service Manager, dealing with the fallout from infected emails went from a chaotic process to an organised one.

Streamlining business services beyond IT

After the Special Education team witnessed Service Manager in use, it purchased the solution to automate processes and track workflow related to managing student cases.

Embracing IT service

Self-service support helps guide Technology staff and teachers through common questions, such as how to reboot a server or find the asset tag on their laptop.

Easier reporting on configuration

The Technology staff uses the Ivanti CMDB to manage configuration items that comprise its services and infrastructure.

first-call resolution rates

The Ivanti Voice capabilities in the Service Manager solution include integrated voice response, voice self-service, screen pops, call recording, and skills-based call routing.

Managing iPads is easier

Denton ISD uses Ivanti LANrev Client Management to manage 3,500 iPads, streamlining endpoint management.

Automating IT to handle growing service challenges

For Denton ISD, Ivanti’s broad and powerful capabilities aren’t just about IT. They can be used to track almost anything. The Technology team continues to mature its processes, and is confident that its service management platform will grow with the organisation.

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