Managing the technology needs of a large city like Oklahoma City with more than 5,000 employees requires an efficient combination of people, processes, and technology. With a dedicated IT team and well-defined processes, the city lacked an IT Service Management (ITSM) platform that could allow them to become a fully mature IT organization. The previous ticketing application was not user-friendly, and employees had limited visibility into the status of their service requests.

Download this story to learn more about how the IT team for Oklahoma City created a self-service portal that can be accessed by all of their employees while IT managers have comprehensive insight into their department's performance. Automated workflows ensure that important tasks are not overlooked when IT staff are busy. For instance, when new city employees are hired, the entire onboarding process can be initiated with a single service request that is routed to the appropriate departments automatically. The same is true for requesting purchases and managing IT contracts.

Overall, the new ITSM platform has streamlined the delivery of IT services through automated workflows and a self-service portal with an expanding knowledge base, allowing Oklahoma City's IT support teams to improve the delivery of IT services.