Remote Learning Parent-Friendly Application

A department of education in a major metropolitan area needed a comprehensive IT Service Management platform to withstand the influx of new process changes due to the COVID-19 pandemic. With an annual budget of $38 billion, the department manages their city’s public school system, which consists of hundreds of thousands of students across hundreds of schools.

The pandemic prompted a nationwide shift to remote learning. As a result, the department needed to distribute over 500,000 mobile devices to students across the city. The department also needed to track the lifecycle of these devices, which included new requests, repairs, replacements, and returns.

PruTech decided to leverage the capabilities of ServiceNow to solve the department’s IT challenges. Utilizing the principles of the ServiceNow Implementation Methodology (SIM), the team developed a new IT Service Management platform. One of the platform’s key functionalities was a user-friendly portal for requesting mobile devices online. PruTech’s team also integrated the platform with various departmental apps needed to seamlessly track and monitor requests for devices.

Other platform capabilities included Asset Management, Change Management, Incident Tracing, Support Knowledge Base, Request Management, Service Catalog, and SLA Management.

Thanks to PruTech’s ServiceNow solution, parents gained the ability to easily request the mobile devices their children needed for remote learning. The new system also expedited the processes of device distribution and management, fulfilling the department’s need to track and monitor all technology throughout the complete life cycle of each device. The department went on to achieve their distribution goal of 500,000 devices while remaining efficient and on-budget.

Despite the challenges posed by the pandemic, the department’s new IT management platform enabled them to meet the demands of one of largest school systems in the nation.