Glynn County Gains Visibility and Control with IT Ticketing System

Customer Overview

Glynn County, located on the southeastern coast of Georgia, is home to more than 100,000 residents, a number that swells during peak tourist seasons. The county IT team supports a wide range of departments, from public safety—police, fire, EMS, and emergency management—to business functions such as finance, HR, building, and compliance. With over 53 remote sites, 1,000+ users, and nearly 3,000 endpoints, the county relies on technology to deliver critical services to both employees and the public.

Challenges

Before adopting BOSSDesk, Glynn County used outdated tools like Track-It, which functioned much like a spreadsheet. Requests were entered, assigned, and resolved, but no metrics, data analysis, or reporting were available. This limited approach created several challenges:

• Lack of visibility: No way to measure performance, track response times, or identify recurring issues.

• Inefficient processes: Tickets were handled in a reactive, ad-hoc way without workflows or automation.

• No strategic insights: Management lacked the data needed to justify budgets, identify trends, or make informed IT decisions.

• Scalability issues: Supporting thousands of endpoints and diverse departments across the county became increasingly complex.

• Cultural resistance: As with many government organizations, changing entrenched practices and moving to modern IT ticketing systems required overcoming resistance to change.

Solutions

To address these challenges, Glynn County implemented BOSSDesk IT ticketing software as their centralized ticket management system. With BOSSDesk, the county transitioned from a reactive, spreadsheet-style approach to a comprehensive help desk ticketing system designed to improve efficiency, visibility, and service delivery.

Key features and solutions included:

• Active Directory Integration: Automated user and group synchronization saved significant administrative time.

• Service Catalogs: Standardized requests and ensured complete, accurate information from end users.

• Automated Workflows: Streamlined routing, approvals, and escalations, reducing manual effort and errors.

• Announcements: Proactive communication of outages reduced duplicate tickets and saved labor hours.

• Advanced Reporting & Metrics: Provided actionable insights for strategic planning and resource allocation.

• Public Safety Integration: Supported ticketing for county police, fire, EMS, EMA, city agencies, local colleges, and schools.

Results

With BOSSDesk in place, Glynn County achieved measurable improvements:

Enhanced Efficiency: Automation through the ticket system help desk reduced labor costs by eliminating repeat manual tasks.
Improved Service Delivery: Workflows, SLAs, and alerts ensured quicker response and resolution times.
Comprehensive Asset & Lifecycle Management: Integration with Dell warranty data and Active Directory provided real-time visibility into devices and their life cycles.
Proactive Problem Management: Trend analysis allowed IT to spot recurring issues early and prevent widespread problems.
Public Safety Support: The help desk ticketing systems allowed seamless management of tickets across multiple agencies, ensuring mission-critical uptime for emergency services.
Cultural Shift: Over time, the IT team began embedding ITSM best practices into county operations, gradually reducing resistance to change.