About the Customer
Denton Independent School District, sometimes shortened to Denton ISD, is a school district based in Denton, Texas. The district covers all or parts of the following cities – Denton, Bartonville, Copper Canyon, Corinth, Cross Roads, Double Oak, Lincoln Park, Oak Point, Fort Worth and Shady Shores.
Scope and Challenges
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.
With the workload growing and resources flat, the Technology helpdesk team looked to mature its service management processes to meet the growing demand. As part of its process improvements, Denton ISD moved from HEAT Classic to Ivanti Service Manager.
Outcome and Implications
The move to Ivanti Service Manager simplifies Technology support for the team and enables Technology services to be managed more efficiently.
The centralized helpdesk team can more easily deliver Technology services to 40 school sites without having to drive to the locations. With web-based access to Service Manager, the helpdesk team can work from anywhere.
Ivanti Service Manager is more convenient to use, but the biggest benefit has been the ability to automate common workflows, which increases Technology staff efficiency and speedy resolutions.
“We made a decision to move to Ivanti Service Manager to get the enterprise-class features,” says Susan Cheatham, Helpdesk Manager at Denton ISD.
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