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From August 23, 2017 to September 8, 2017, as Enfield Public School teachers returned for the new school year, IT's open cases increased 4.5 times. In just a few weeks, we've cut the case load by an unprecedented 55% to a total of just 38 open cases as of September 26, 2017. By way of comparison, last year, open cases grew 7 times during this same time period, and took until November to be reduced to normal levels.
The new ServiceDesk software immediately increased visibility into our workload, allowing us to coordinate tickets based on more accurate and timely information than previously available. The new software also allows us to manage responsiveness according to our Service Level Agreements.