City of Marietta Expands Service Desk Capability And Migrates from On-Prem to the Cloud

Customer Overview

The City of Marietta is located in central Cobb County, Georgia, and is the county's seat and largest city. The city has a total population of 60,000 making it one of Atlanta's largest suburbs. The city has 800 employees supported by an IT department of 23 people.

Challenges

The City of Marietta wanted to move away from their on premise help desk solution to a cloud-based solution that would better serve their needs. In addition to managing IT service requests, they wanted a solution that could be expanded to address and manage service requests for other city departments in order improve overall user satisfaction.

Solutions

BOSSDesk was selected because of the integrated service desk capability and a service catalog with an award-winning user-friendly interface. In addition to serving the needs of the IT department, BOSSDesk has been successfully implemented across many city departments including the police, public works, facilities, traffic and human resources. The City of Marietta has seen significant improvement in response times combined with faster resolution resulting in improved user satisfaction.

Results

Utilizing BOSSDesk, the City of Marietta expanded the help desk coverage by creating service catalogs that address the service management requirements of many city departments including:

Facilities. A service catalog was created for the department to allow facility requests to be entered and managed by facilities without being routed through IT.
Traffic Department. A service catalog for the traffic department allowed for the reporting of issues with Glance, a program that controls the pre-emption of the traffic light signals in emergencies. The system also allows external vendors to be automatically added as watchers to monitor and comment on reported issues.
Public Works Department. A service catalog was created for requests associated with their Sages Software, used to manage planned reviews, permits, and inspections. Again watchers are automatically added to monitor and comment on reported issues.
The Police Department. The police service catalog allows only the police department to access, review and manage requests for new hire background checks, cyber unit project requests, criminal investigations, traffic statistics, and crime statistics. A separate service catalog was created for the police department to manage requests for transfers and promotions.
Human Resources Onboarding. BOSSDesk enables the city to order and track all the appropriate equipment software, applications, and permissions needed to support new employees. Tasks and approvals are generated to ensure the onboarding process is as effective as possible.