Before the recent BMC Remedy upgrade, the public school system's challenges were profound. Help desk tickets frequently were assigned to the wrong IT analysts or "lost in the shuffle," creating costly delays in resolving problems. These issues were draining already meager school system funds, forcing both help desk staff and some teachers to work extra hours to manually log and handle issues.
Key Facts to Know
• With the help desk ticket submissions handled via the Web, the school system benefits from improved communication between the help desk staff, teachers, and IT. Less time spent on issue resolution means little to no extra man-hours.
"[BMC Remedy] has saved us...time and money because the help desk didn't have to manually go through each ticket. We didn't have to work the extra hours this year."
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