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School system enhances digital learning for 80,000 students with optimized incident management


students supported


increase in devices supported


reduction in help desk staffing

Video: Optimizing Incident Management with Remedy

Remedy Service Management enables the help desk at AACPS to improve productivity so the staff can support more students, teachers, and devices. (1:41)

Business Challenge

One of the 50 largest school systems in the U.S., Anne Arundel County Public Schools (AACPS) provides an exceptional education for over 80,000 students at 126 schools in the state of Maryland. AACPS began integrating computers into the classroom over 20 years ago. Since that time, the number and types of devices have expanded more than anyone could have imagined, and today’s students benefit from computers, cameras, interactive response systems and white boards, and more. To ensure the reliability and performance of these devices, the help desk constantly seeks ways to automate manual tasks and increase efficiency.

BMC Solution

Remedy Service Management is a powerful service management platform that enables AACPS to constantly improve productivity in managing incidents, inquiries, and requests, so the staff can support more students, teachers, and devices while reducing staffing requirements.

Business Impact

Remedy helps drive the digital learning strategy of the school systems, giving students a steady stream of new technologies that support e-learning and empower them to succeed in the digital economy.

  • In the 15 years since AACPS implemented Remedy, the number of devices has increased from 12,000 to 79,000, while help desk staffing has decreased by 20%.
  • The help desk handles 87,000+ tickets annually, with the number of self-submissions already at 18,000 and growing.
  • Automatic generation of 8,000 tickets annually for recurring tasks saves countless hours of staff time.

“Remedy cut support costs and made us more proactive in supporting the schools. Our custom applications automate non-IT functions such as tracking correspondence, triggering emergency notifications, and scheduling training—reducing costs in those areas as well.”

— Kim Olds Abner, Remedy Administrator, AACPS

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